Starting a New Account
To start service, please call our office at 520-575-8100 or visit in person at 6265 N. La Cañada Drive. We require a notice of at least one business day to be able to start your service.
The District will need to collect some basic information directly from the person who will be the account holder. It may be necessary to provide a photo ID. For rental properties, the owner or property manager’s name and phone number will also be required.
A new account holder will be given a new account number. A refundable deposit and set-up fees will apply, and must be paid in advance of starting service.
Deposit amounts vary due to the size of the meter: $132 for residential homeowners, $200 for Renters, $1,500 for Multi Family, Bulk Meters, and Commercial accounts. Deposits are refundable, earn interest and are required for each new account.
Customers may qualify for a waiver of deposit if they have had an account with Metro Water within the past two years and at least 12 consecutive months of good payment history (no late payments). Additional deposits may be charged if service is shut-off for non-payment or other reasons.
Upon closing the account, deposit and interest will be applied. If there is a credit, and the customer has no other active accounts, a refund check will be issued. In cases where the customer has another active account, the balance will be transferred to that other account.
Account information and account history are always treated as confidential by the District. The account holder is the only person authorized to obtain information or make changes to the account.
The account holder may add another person to the account, authorizing them to obtain information or make changes. The account holder may not be removed from the account until it is closed.
Payments can be accepted from unauthorized third parties; however, account information will not be shared with third parties.
Any manager or agent requesting account access will be asked to provide documentation of their right to act on the account holder’s behalf. For property managers, a copy of the management agreement is required.
Address and Telephone Changes
A change to the mailing address or phone number can be made over the phone, by mail, or in person by any person listed on the account.
There is also a place on the back of your payment stub for making address and phone number changes. However, the back of the stub can not to be used to establish a new service, which requires the new customer to call customer service.
If the account holder needs to be changed due to divorce, a new account will be setup for the spouse that will remain in the home. The new account holder must provide his/her basic information.
If the account holder is deceased, the account can be updated with the surviving spouse’s name and information. There is no service charge in this case. If there is no surviving spouse, and the home will be sold, the mailing address only will be updated, sent in care of the person handling account matters. If a relative will be moving into the home, it will be treated as a new account with normal deposit and setup fees.
Closing an Account
Call the office at 520-575-8100 to request termination of service and to provide a forwarding mailing address. Please allow at least one business day to schedule a final meter read. The water will be turned off if no other party has taken responsibility for the service.
A final bill will be mailed to your new mailing address in about one week. If the customer has other active Metro Water accounts, the unpaid balances may be transferred to the customer’s other active Metro Water accounts, if applicable.