Lubbock Water Utilities Help Desk: Pay, Log In, Call or Restore Service
Use this page like a City of Lubbock Utilities counter: pay your water bill, log in to My Account, use one-time payment, call customer service, start or stop water service, handle a disconnection, report a water leak or sewer overflow, find assistance, and avoid mixing up water billing with electric or gas providers.
Quick Answer: Lubbock Water Utilities Phone, Login and Address
Need |
Official route |
Prepare first |
Important detail |
|---|---|---|---|
Pay or log in online |
Login credentials or 10-digit account number for one-time payment. |
Online account lets you view bills, check account details and pay by bank account, debit card or credit card. |
|
Pay without creating an account |
10-digit account number from the bill. |
Use this when you need to pay fast but do not want to register. |
|
Pay by phone |
Account number, service address and payment method. |
Follow automated prompts to pay by bank account, debit card or credit card. |
|
Visit or kiosk payment |
City of Lubbock Utilities, 1401 Avenue K, Lubbock, TX 79401. |
Bill/account number and payment method. |
Outdoor walk-up kiosk is available 24/7; indoor lobby kiosks are Monday-Friday 8 AM-5 PM. |
Mail payment |
City of Lubbock Utilities (COLU), P.O. Box 10541, Lubbock, TX 79408-3541. |
Check or money order with account number. |
Mail is not best for disconnect-day payments or urgent restoration. |
Start, transfer or stop service |
COLU online service forms or call 806-775-2509. |
Account holder details, service address, 10-digit account number if existing, move date, forwarding address. |
Move-in and move-out forms are processed during normal business days. |
Water main break, water leak, sewer overflow or contamination concern |
Exact location, cross street, visible issue, safety risk, time started. |
Water Utilities Dispatch is the emergency field-service route, not the billing line. |
|
Billing/general question form |
Name, email, service address, 10-digit account number if available, comments. |
Electronic requests are processed within two business days, Monday-Friday excluding holidays/weekends. |
Do not call 806-775-2588 for billing: use 806-775-2509 for account, payment, start/stop service and disconnect/reconnect questions. Use 806-775-2588 for water leaks, main breaks, sewer overflows, water contamination concerns and field emergencies.
First Check: What Does City of Lubbock Utilities Actually Bill?
City of Lubbock Utilities handles consolidated customer service and monthly billing for City-owned utility services. Electricity and natural gas are separate provider choices in many Lubbock situations, so do not use the water-bill portal for electric-provider or gas-provider issues.
COLU-billed services
Water, wastewater, storm water and solid waste are billed through City of Lubbock Utilities.
Electric is separate
Retail electric service is handled through an electric provider. LP&L infrastructure/outage matters are separate from water billing.
Gas is separate
Gas service is not started through COLU water forms. The City form points residents to gas providers such as Atmos Energy and West Texas Gas.
Bill/provider clue |
Use this route |
Before paying or applying |
|---|---|---|
Bill says City of Lubbock Utilities or COLU |
Use My Account, one-time payment, 806-775-2509, 1401 Avenue K or the COLU forms. |
Confirm 10-digit account number and service address. |
You need water, sewer, storm water or garbage service |
Use COLU move-in / move-out forms or call 806-775-2509. |
Forms let you choose applicable City services. |
You need electric service |
Use your retail electric provider / PowerToChoose route. |
Do not expect COLU water forms to start electric service. |
You have an electric outage |
Use LP&L/outage provider instructions, not the water-bill payment portal. |
Provide service address, phone and outage details. |
You need gas service |
Contact the gas provider serving your address. |
COLU does not endorse gas providers; verify directly. |
Rental, apartment, HOA or submetered bill |
Check lease, landlord, property manager or submeter company. |
Ask whether water is included, billed back, submetered or direct-billed by COLU. |
Pay or Log In to Lubbock Utilities My Account
Use the official City of Lubbock Utilities account portal for bills, payments and account management. The City also uses a third-party payment processor, so always start from a City page or trusted bookmark before entering payment details.
Open the official access page
Start at Access Your Account or paynow.mylubbock.us. Choose Login, Create Account, or One-Time Payment.
Use the right account number
One-time payment requires the 10-digit City of Lubbock Utilities account number. Check the current bill before paying.
Know processing and limits
Payments are processed within two business days. Credit, debit and e-check online/phone payments are limited to $2,500 within a seven-day period; ACH payments can go up to $1,000,000.
Call after disconnected-service payment
If water has been disconnected for nonpayment, pay the full required balance and call 806-775-2509 after payment if restoration does not move forward or if you need status confirmation.
Save proof
Keep confirmation number, date/time, payment method, account number, amount paid and a screenshot or receipt.
Payment route |
Use when |
Need ready |
Do not miss |
|---|---|---|---|
Online login |
You want to view your bill, check details, pay and manage services. |
Username/password or account registration details. |
Good for Auto Pay setup and account management. |
One-time payment |
You need to pay without registering. |
10-digit account number. |
Verify the service address before submitting payment. |
Auto Pay |
You want recurring monthly payments. |
Online login or call 806-775-2509. |
Auto Pay begins with the next billing cycle; current balance still must be paid manually before due date. |
Pay by phone |
You prefer automated prompts or cannot access the web portal. |
Account number and payment method. |
Call 806-775-2509 and follow payment prompts. |
Outdoor kiosk |
You need a 24/7 self-service option. |
Bill/account number; cash, check, debit or credit card. |
Located at 1401 Avenue K; outdoor walk-up kiosk is available 24/7. |
Indoor lobby kiosk |
You want kiosk payment during office hours. |
Bill/account number and payment method. |
Monday-Friday, 8 AM-5 PM. |
Authorized Western Union center |
You want to pay at an authorized local payment center. |
Bill/account number; cash, debit card or money order. |
Use authorized centers only. |
Mail |
Regular bills with enough mailing time. |
Check or money order and account number. |
Mail to COLU, P.O. Box 10541, Lubbock, TX 79408-3541. |
Start, Transfer or Stop Lubbock Water Service
Residential move-in
Use the Residential Move-In Form to request water, storm water, wastewater and solid waste service at a residence.
Commercial move-in
Use the Commercial Move-In Form for business accounts. Business water deposits are different from residential deposits.
Turn-on warning
Before water is connected, all faucets, fixtures, hoses, washers, dishwashers, sprinklers and water-related devices should be off to avoid flooding.
Task |
Official route |
Prepare |
Timing / deposit note |
|---|---|---|---|
Start residential service |
Name, DOB, Social Security number, driver license, email, phone, service address, move-in date. |
Requests received before 4 PM are reviewed by 4 PM the same business day; after 4 PM, next business day. |
|
Start commercial service |
Business name, EIN/tax ID or SSN, email, phone, service address, authorizing person. |
A $550 commercial water deposit is added to the first bill; it can be credited after 12 back-to-back on-time payments. |
|
Transfer within Lubbock |
Use move-in form for new address and move-out form for old address, or call 806-775-2509. |
Old account number, new service address, move dates, forwarding address. |
Deposit requirements depend on payment history. |
Stop residential service |
10-digit account number, service address, authorizing person, forwarding address, move-out date, phone/email. |
Move-out requests are reviewed within two business days. |
|
Stop commercial service |
Business account details, service address, move-out date, forwarding/contact info. |
If a business closes an account while on a payment plan, the remaining balance becomes due immediately. |
|
Request irrigation meter |
Water Utilities Engineering. |
Property address, irrigation system details and required meter size from plumber/irrigation specialist. |
Call 806-775-2333 to discuss additional meter service. |
Residential deposit note: if you move within Lubbock, a $150 water deposit may be added to the first bill if your recent payment history includes late fees, service disconnections, tampering fees or no prior deposit. Deposit-waiver options may exist for customers age 65 or older, documented domestic-violence victims, or customers with a letter of credit from another water utility, but the form says waiver approval is not guaranteed.
Disconnected Water, Reconnect Fees, Deposits and Payment Arrangements
Disconnection
$40 disconnection fee can apply when water is turned off.
Reconnect
$40 reconnection fee can apply to turn water back on.
After-hours
$55 after-hours reconnect fee can apply.
Tampering
Unauthorized reconnect can cost $200 or more.
Situation |
City guidance |
Best action |
|---|---|---|
Need a payment plan before due date |
Payment plan may be available if set up before the due date. |
Call 806-775-2509 before the due date. |
Need arrangement after due date |
Payment arrangement may be available up to 9 days after due date, with half the balance due upfront. |
Call immediately and ask if the account still qualifies. |
Water already disconnected |
Payment plans and arrangements are no longer available after disconnection; full balance on last bill must be paid. |
Pay full required balance, then monitor restoration status. |
Restoration timing |
Water Department timeframe is 48 hours / 2 business days after payment is received. |
Call if it has been a few hours and no restoration status is visible, especially during business hours. |
Faucet or fixture was running |
If water was running when the technician arrived, water may be left off to avoid flooding. |
Turn off all inside/outside faucets, hoses and fixtures before reconnect. |
Meter has zip-tie, padlock or warning tag |
Do not remove it or turn water back on yourself. |
Call COLU before touching the meter. |
Residential deposit after disconnection/bad payment history |
$150 residential water deposit may be added. |
Ask how to earn it back after 12 on-time payments. |
Commercial deposit |
$550 commercial water deposit may apply. |
Ask whether payment history or transfer affects deposit requirements. |
Water Leaks, Main Breaks, Sewer Backups and Contamination Concerns
Dispatch line
Call Water Utilities Dispatch at 806-775-2588 for water main breaks, leaks, sewer overflows or contamination concerns.
Sewer line rule
The property owner maintains the sewer line from the home to the City sewer main. If a plumber clears it and the problem remains, the plumber should contact Dispatch.
All leaks matter
Health/safety leaks get priority; other leaks may be repaired based on size of leak or water loss.
Problem |
Call / action |
Say this |
Have ready |
|---|---|---|---|
Water bubbling from street or dry ground |
Call 806-775-2588 immediately. |
“Water is bubbling/flowing at [address/intersection].” |
Exact location, traffic hazard, flow direction, time started, photos if safe. |
Leaking or damaged fire hydrant |
Call 806-775-2588. |
“A fire hydrant is leaking/damaged at [location].” |
Whether hit by vehicle, water volume, nearby hazards. |
Sewer overflow / overflowing manhole |
Call 806-775-2588, 24 hours a day. |
“There is a sanitary sewer overflow at [location].” |
Manhole location, flow direction, nearby creek/street/home risk. |
Backed-up sewer at property |
Call a licensed plumber first for private sewer line; if unresolved, plumber contacts Dispatch. |
“A plumber cleaned the private line but problem remains.” |
Plumber name, findings, address, affected fixtures. |
Water contamination concern |
Call 806-775-2588. |
“I suspect water contamination at [address].” |
Color/odor/taste, fixture affected, hot/cold comparison, time started, neighbors affected. |
Damaged meter box |
Submit service request or call Water Utilities. |
“Meter box is damaged/exposed at [address].” |
Photo, location, whether lid/rim is damaged, safety risk. |
2026 Lubbock Water and Wastewater Rates to Know
The City’s FY 2025-26 budget material says Water and Wastewater had no rate changes for the FY 2026 proposed year in the rate-design model. Use the current adopted city budget/rate ordinance before publishing exact bill estimates.
3/4" water base
Rate-design table shows $18.75 for a 3/4-inch water base rate in FY 2026.
Wastewater volume
Wastewater volume rate shown as $3.71 in the FY 2026 rate-design model.
Water volume tiers
Water rates increase by usage block, starting after the first 1,000 gallons.
Bill includes more
COLU bills can include water, wastewater, storm water and solid waste, not just water usage.
Rate / bill item |
Official amount or structure shown |
What it means for customers |
|---|---|---|
Water volume, 0-1,000 gallons |
Shown as no charge in the rate-design table. |
Usage blocks begin after the first 1,000 gallons. |
Water volume, 1,000-5,000 gallons |
$4.10 shown in FY 2026 rate-design model. |
First paid water-volume block in the model. |
Water volume, 5,001-10,000 gallons |
$7.15 shown in FY 2026 rate-design model. |
Irrigation, leaks or large household use can move usage into this block. |
Water volume, 10,001-30,000 gallons |
$8.75 shown in FY 2026 rate-design model. |
High-use block; check sprinkler schedule and leaks. |
Water volume, 30,001+ gallons |
$9.25 shown in FY 2026 rate-design model. |
Very high usage block; review irrigation, pool filling and leaks. |
Water base rate, 3/4-inch meter |
$18.75 shown in FY 2026 rate-design model. |
Common residential meter-size base charge. |
Wastewater volume rate |
$3.71 shown in FY 2026 rate-design model. |
Wastewater charge can rise with metered water use depending on billing rules. |
Wastewater base rate, 0.75-inch |
$17.55 shown in FY 2026 rate-design model. |
Common smaller-meter wastewater base charge. |
Storm water and solid waste |
Billed with COLU services where applicable. |
Do not assume every bill increase is water use only. |
High Bill, Leak Check, Sewer Clogs and Meter Questions
Check irrigation first
Lubbock’s summer watering rules, high temperatures and sprinkler runoff can increase monthly water use quickly.
Check toilets and fixtures
Toilets, outdoor hoses, water softeners, irrigation zones and hidden leaks are common causes of unexplained use.
Protect sewer lines
Do not put fats, oils, grease, wipes or paper towels down the drain; they can clog private pipes or city sewer lines.
Issue |
Check first |
Who to contact |
|---|---|---|
Bill suddenly increased |
Irrigation schedule, leaks, toilets, hose bibs, water softener, pool/fill events, meter read. |
Billing/account review: 806-775-2509; leak/main concern: 806-775-2588. |
Water appears to be leaking in street |
Flow location, bubbling, water loss and hazard. |
Call Water Dispatch immediately at 806-775-2588. |
Private-side leak |
House shutoff, plumber, fixtures, private line from house. |
Call plumber; ask COLU if water must be shut off at meter. |
Damaged meter box |
Rim/lid damage, exposed meter, safety issue. |
Submit service request or call Water Utilities. |
Sewer backup |
Private line from home to main; plumber cleanout first. |
After plumber confirms problem remains, plumber contacts Dispatch at 806-775-2588. |
FOG or wipes clog concern |
Kitchen grease, wipes, paper towels, hygiene items, garbage disposal habits. |
Use trash disposal and plumber if private line is clogged. |
Utility Assistance, Project Helping Hands and Agency Help
If you are having trouble paying, call before disconnection. The City lists local assistance options and notes that agencies/churches may also offer utility help.
2-1-1 Texas
Dial 211 in Texas or use the South Plains 2-1-1 route to find local assistance programs.
Project Helping Hands
Customers can round up a bill or pledge $1 or more per month to help neighbors with utility needs.
Agency pledge form
Agencies, churches and organizations can submit an Energy Assistance Form to pledge payment toward a customer account.
Help route |
Official detail shown |
Prepare |
|---|---|---|
2-1-1 Texas |
Helps Texas residents find local resources and assistance programs. |
Call 211; have utility bill, household income and address ready. |
VetStar |
Utility assistance for veterans and surviving spouses; listed phone 806-470-9317. |
Proof of discharge/veteran status and income documents. |
Catholic Family Charities |
City page says CFS can assist with full utility bill, case-by-case; listed phone 806-765-8475. |
Bill, ID and hardship details. |
Lubbock County General Assistance |
Temporary assistance for families in Lubbock County; listed phone 806-775-1605. |
Current-month utility bill; deposits and past-due bills may not be eligible. |
Salvation Army |
Utility payment assistance with one-time contribution listed up to $150 per year; phone 806-765-9434. |
Appointment, bill and eligibility documents. |
Neighborhood House / CEAP |
Energy-related assistance, including electricity/gas/propane; listed phone 806-589-1907. |
Utility bills, IDs, birth certificates and household income documents. |
Project Helping Hands donation |
Donate online, by pledge form or by calling 806-775-2509. |
COLU account login or phone pledge instructions. |
Agency pledge |
Energy Assistance Form establishes a pledge for payment toward a Lubbock Utilities customer account. |
Customer name, service address, 10-digit account number, pledge amount and agency contact. |
Water Quality, Source Water and Irrigation Rules
Water sources
Lubbock uses a diversified water supply portfolio including groundwater from Roberts County and Bailey County, plus Lake Meredith and Lake Alan Henry.
Water quality reports
The City archive lists 2025 Water Quality Report and Spanish report PDFs, plus prior-year reports.
Two assigned days
Year-round irrigation rules limit landscape irrigation to two assigned days per week based on the last digit of the address.
Topic |
Official detail |
Customer action |
|---|---|---|
Latest water quality report |
Archive lists 2025 Water Quality Report and 2025 Informe de Calidad del Agua. |
Download the latest report before quoting contaminant values. |
Water meets standards |
City water questions page says Lubbock continues to meet or surpass EPA and TCEQ Safe Drinking Water Standards. |
Call Water Dispatch for contamination concerns and use the Consumer Confidence Report for details. |
Main drinking-water sources |
Groundwater from Roberts County Well Field and Bailey County Well Field, plus Lake Meredith and Lake Alan Henry. |
Use conservation guidance to protect long-term supply. |
Addresses ending 0, 3, 4 or 9 |
Monday and Thursday watering days. |
Set controller to assigned days and avoid runoff. |
Addresses ending 1, 5 or 6 |
Tuesday and Friday watering days. |
Water early or evening during spring/summer recommendations. |
Addresses ending 2, 7 or 8 |
Wednesday and Saturday watering days. |
Do not irrigate on Sundays. |
Temperature and precipitation |
Irrigation is not allowed when temperatures are below 35°F and not during precipitation events. |
Turn off sprinkler controller during rain/freezing conditions. |
Hand watering |
Allowed any time of day and any day of the week. |
Use hand watering for trees, new plants and spot care without violating sprinkler schedule. |
Lubbock Utilities Offices, Mail and Map
Customer Service / Billing
City of Lubbock Utilities
1401 Avenue K
Lubbock, TX 79401
Phone: 806-775-2509
Email: customerfirst@mylubbock.us
Water Utilities Department
Water Utilities
406 Municipal Drive
Lubbock, TX 79401
Phone: 806-775-2588
Hours: Monday-Friday 8 AM-5 PM
Payment Mail
City of Lubbock Utilities (COLU)
P.O. Box 10541
Lubbock, TX 79408-3541
Include the account number on mailed checks/money orders.
Location / route |
Address / contact |
Use for |
|---|---|---|
City of Lubbock Utilities customer office |
1401 Avenue K, Lubbock, TX 79401 |
Billing, account help, payment kiosks, start/stop service questions. |
Outdoor walk-up kiosk |
1401 Avenue K |
24/7 self-service payment by cash, check, debit or credit card. |
Indoor lobby kiosks |
1401 Avenue K |
Monday-Friday, 8 AM-5 PM payment kiosk help. |
Water Utilities Department |
406 Municipal Drive, Lubbock, TX 79401 |
Water systems, field operations, engineering, water and wastewater service matters. |
Payment mail |
P.O. Box 10541, Lubbock, TX 79408-3541 |
Regular mailed utility payments. |
Billing/general online form |
COLU Account, Billing, or General Questions Form |
Non-urgent questions processed within two business days. |
Lubbock Water Utilities FAQ
What is the Lubbock Water Utilities billing phone number?
Call City of Lubbock Utilities Customer Service at 806-775-2509 for billing, payments, My Account help, start/stop service, payment plans, disconnect/reconnect questions and general account help.
What is the water emergency or dispatch number?
Call Water Utilities Dispatch at 806-775-2588 for water main breaks, water leaks, sewer overflows, contamination concerns and field-service emergencies.
Where do I pay my Lubbock water bill online?
Use the official City of Lubbock Utilities My Account / PayNow route at paynow.mylubbock.us or start from the Access Your Account page on mylubbock.us.
Can I pay without creating an account?
Yes. Use the one-time payment option. You need your 10-digit City of Lubbock Utilities account number to complete the payment.
Where do I mail a City of Lubbock Utilities payment?
Mail check or money order payments to City of Lubbock Utilities (COLU), P.O. Box 10541, Lubbock, TX 79408-3541. Include the account number and avoid mail for urgent disconnection situations.
Where is the City of Lubbock Utilities office?
The customer service and payment office is at 1401 Avenue K, Lubbock, TX 79401. The office is open Monday-Friday, 8 AM-5 PM, and the outdoor kiosk is available 24/7.
How do I start water service in Lubbock?
Use the COLU Residential Move-In Form or Commercial Move-In Form, or call 806-775-2509. Residential requests include customer identification, service address and move-in date; commercial accounts use business information and may have a $550 water deposit.
What happens if my Lubbock water is disconnected for nonpayment?
After disconnection, payment plans and arrangements are no longer available. The full balance on the last bill must be paid. The Water Department’s reconnection timeframe is 48 hours / two business days after payment is received.
What fees can apply to disconnect and reconnect?
The City lists a $40 disconnection fee, $40 reconnection fee, $55 after-hours reconnect fee, $150 residential water deposit, $550 commercial water deposit and $200-or-more unauthorized reconnect fee.
What are Lubbock watering days?
Year-round irrigation is limited to two assigned days per week by address ending: 0, 3, 4 or 9 water Monday/Thursday; 1, 5 or 6 water Tuesday/Friday; 2, 7 or 8 water Wednesday/Saturday. No irrigation on Sundays, but hand watering is allowed any day.
30-Second Lubbock Water Utilities Checklist
Pay/login: use paynow.mylubbock.us or the Access Your Account page; one-time payment needs the 10-digit account number.
Billing: call 806-775-2509; office/kiosks at 1401 Avenue K; Monday-Friday 8 AM-5 PM; outdoor kiosk 24/7.
Emergency water/sewer: call Water Utilities Dispatch at 806-775-2588 for leaks, main breaks, overflows and contamination concerns.
Mail: City of Lubbock Utilities, P.O. Box 10541, Lubbock, TX 79408-3541.
Disconnected service: pay the full required balance, keep proof, do not remove meter locks/tags, and call 806-775-2509 if restoration status is unclear.
Editorial Team
WaterBillGuide.us
The content on WaterBillGuide.us is researched and prepared by our editorial team. Our writers and researchers review publicly available information from official utility websites and service portals to create clear, step-by-step informational guides.
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