Utility Billing

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Overview

A Proposition 218 Notice was mailed by May 12, 2023.

Fiscal Year 2023-2024

Utility Service Information

Utility account cannot be open or closed on weekends & holidays. Currently there is no online option to open or close a utility account. Utility accounts are not automatically transferred from current account holder to new tenant or new owner

To open or close a utility account which consists of water, sewer and trash services, customers need to contact the Finance Department at (650) 903-6317 option 1 at least 1 business day prior to the day you would like to open or close a utility account. If the phone line is busy, please leave a detailed message and we will return your call.

If the utility account is already open and customers want to make changes to the existing trash service, customers should contact Recology Mountain View at (650) 967-3034 (Monday through Friday, 7:30 a.m. to 4:30 pm.)

Water and wastewater services are provided by the City directly. Trash & recycling services are provided by contract with Recology Mountain View on a collection schedule at rates approved by the City.

For other utility services, visit the Utilities web page.

Staff will return messages within 24 hours on weekdays.

Billing Information

Customers are billed every other month for the previous two months of services. For more information, see an explanation of the information on the bill.

Water Shut-Off and Restoration Related to Unpaid Bills

On April 28, 2020, the City Council approved the Discontinuance of Residential Water Service Policy. The Policy, which is also available in several languages outlines the City’s billing and collection procedure for unpaid bills. It describes the process for shutting off water services due to unpaid bills, notification of utility customers regarding unpaid bills, and restoration of service after the bill is paid.

It also defines procedures to contest or appeal a water bill, extensions or other alternative payment arrangements, protections available to qualified low-income customers, procedures for tenants to becoming a customer of the city under specified circumstances, and related matters.

Discontinuance of Residential Water Service Policy

Low Income Household Water Assistance Program

Low Income Household Water Assistance Program (LIHWAP) is a federally funded program that provides financial assistance to low-income Californians to help them manage past due residential water and/or wastewater bills. In the wake of COVID-19 the federal government awarded California funding to help households struggling to afford the cost of the utility services. Benefits will vary, but qualified households may receive a one-time credit on their water and/or wastewater charges by hundreds, or even thousands of dollars. Please click here for more information about this payment assistance program and about how you can apply.

VW Water Rate Assistance Program (WRAP) is a program being offered by Sacred Heart Community Service in partnership with Santa Clara Valley Water District. Qualified applicants may receive up to $1,000.00 towards their water bill. Learn more information about the payment assistance program and how to apply.

Financial Assistance for Non-City Utilities

Although gas and electric utility service is delivered to residents by a non-city provider, the City is sharing New and Updated Web Resources to Help Customers Financially Impacted by COVID-19 which may benefit Mountain View residents.