Southlake Water Bill Pay, Login, Phone and Service Help
Use this guide as a practical Southlake utility desk. It explains the new Utility Access Portal, account number and Customer ID requirements, payment options, office hours, start/stop service, residential deposits, leak adjustments, EyeOnWater alerts, watering schedule, high bill checks, Public Works routing and after-hours water or sewer emergency contacts.
Start Here: Pick the Correct Southlake Utility Route
Need |
Best official route |
Prepare first |
Do not miss |
|---|---|---|---|
Pay Southlake utility bill or log in |
Water utility account number, Customer ID, bill copy, email and payment method. |
The new portal launched July 21, 2026; customers using old portal autopay must set up payment information again. |
|
Set up AutoPay / payment method |
Utility Access Portal account settings |
Account number, Customer ID, bank/card details and login email. |
EyeOnWater is separate and will remain separate at launch; it does not replace bill payment. |
Billing, account assistance, Customer ID issue |
Southlake Water Utilities Customer Service: 817-748-8051 |
Account number if available, service address, bill image and email address. |
Customer service window closes daily from 1 PM to 2 PM. |
Start, stop or transfer service |
Portal → Service Request |
Deed/lease/business documents, service date, contact details, deposit expectation. |
Residential service includes water, sewer, trash and recycling; new residential accounts are charged $75 deposit plus $15 service fee. |
High bill / meter accuracy question |
Call 817-748-8051 |
Usage history, EyeOnWater data, irrigation/pool schedule, leak repair proof if any. |
The City says it can review the bill and, if necessary, send a team to assess the meter. |
Leak adjustment request |
Southlake account number, EyeOnWater registration, repair invoice/receipt, leak date and repair date. |
Residential only, once per rolling 12 months, up to two bills considered, within 90 days from leak; pool filling/cleaning is not eligible. |
|
Water leak, sewer issue, water outage, meter maintenance |
Public Works / Southlake Serves or 817-748-8082 |
Exact location, cross street, visible issue, whether it is urgent. |
Use Public Works for infrastructure/service issues, not the payment portal. |
After-hours emergency water break or wastewater backup |
Police Dispatch: 817-743-4524 |
Address, location, hazard, water/sewer details, callback number. |
The Public Works contact page specifically lists Police Dispatch for after-hours emergency water breaks or wastewater backup. |
Portal-change warning: Southlake’s July 21, 2026 portal change means customers who previously used automatic credit-card/autopay through the old portal need to create a new account and re-enter payment information. Bank bill pay and check customers generally do not need to change account number or mailing address.
Official Southlake Water Utilities Phone, Address, Hours and Email
Customer Service
Phone: 817-748-8051
Email: swucustomerservice@ci.southlake.tx.us
Fax: 817-748-8266
Use for: billing, account setup, Customer ID, payments, leak adjustment questions, deposits and service requests.
Customer Service window
Southlake Water Utilities – Customer Service
1400 Main Street, Suite 200
Southlake, TX 76092
Hours: Monday-Friday, 8:00 AM-1:00 PM and 2:00 PM-5:00 PM.
The window is closed daily from 1:00 PM to 2:00 PM.
Public Works Operations
Address:
1950 E. Continental Boulevard
Southlake, TX 76092
Phone: 817-748-8082
Hours: Monday-Friday, 7:00 AM-4:00 PM.
Use for drainage, sewer issues, water leaks, environmental concerns and right-of-way issues.
Official contact route |
Number / address |
Use this for |
|---|---|---|
Water Utilities Customer Service |
817-748-8051; 1400 Main Street, Suite 200 |
Water bill, portal login, account number, Customer ID, deposit, payment, service start/stop, leak adjustment. |
Utility Access Portal contact |
817-748-8051; swucustomerservice@ci.southlake.tx.us |
Portal account setup, sign-in help, payment setup, Customer ID and online account questions. |
Public Works Operations |
817-748-8082; 1950 E. Continental Boulevard |
Water leaks, sewer service issues, water/sewer service outages, meter maintenance, repairs and replacements. |
After-hours emergency water breaks or wastewater backup |
Police Dispatch: 817-743-4524 |
Urgent after-hours water break or wastewater backup when the office is closed. |
General City Hall listing |
1400 Main Street, Suite 460; 817-748-8400 |
General City contact only; use 817-748-8051 for Water Utilities billing. |
Trash and recycling collection provider |
Community Waste Disposal (CWD): 972-392-9300, option 2 |
Collection schedules, missed pickups, carts and service concerns. Southlake Water Utilities bills trash/recycling, but CWD provides collection. |
Important name warning: this guide is for Southlake, Texas City water utilities. It is not for “Southlake Utilities, Inc.” in Florida, which uses different phone numbers and serves communities in Lake County, Florida.
Pay Bill or Log In: New Southlake Utility Access Portal Steps
Online portal
Southlake Utility Access Portal
Make payments, view billing history, manage preferences and manage multiple accounts.
Account setup guide
Use City instructions for creating the account and setting up AutoPay.
In person
1400 Main Street, Suite 200.
Cash, check, money order and major credit cards are accepted at the Customer Service window.
Mail / drop box
Checks or money orders payable to “Southlake Water Utilities.”
Walk-up drop box is in the breezeway on the north side of Town Hall.
Start from the official City portal page
Use the official Southlake Utility Access Portal or the City’s Water Utilities page. Avoid generic bill-pay ads and unrelated Southlake Utilities pages from Florida.
Find your account number and Customer ID
Southlake says online payment requires both the account number and Customer ID listed on the water bill. If you cannot locate them, call 817-748-8051.
Create the new portal login
The July 21, 2026 portal allows customers to manage account preferences, payments, billing history, service requests and multiple accounts. Existing AutoPay users from the old portal need to re-enter payment details.
Choose payment method and save proof
Use one-time credit-card payment, EFT, recurring credit card or in-person/mail/drop-box options. Keep payment confirmation, date, amount, account number and screenshot until the bill shows correctly.
Payment method |
Official detail |
Best for |
Watch out |
|---|---|---|---|
Utility Access Portal |
Make utility payments, update payment information, view billing history, manage preferences and review multiple accounts with one login. |
Online payment and account management. |
Customers using old portal autopay need to create new account and re-enter payment info after July 21, 2026. |
One-time credit-card payment |
Available through the portal using account number and Customer ID. |
Quick online payment. |
Confirm the account/service address before submitting. |
EFT / automatic draft |
Portal allows enrollment in EFT or recurring credit card payments. |
Recurring monthly payment. |
Confirm the new portal payment method is active before relying on AutoPay. |
In-person payment |
Customer Service window at 1400 Main Street, Suite 200, Monday-Friday 8 AM-1 PM and 2 PM-5 PM. |
Past-due issue, portal problem, payment proof, account clarification. |
Window is closed 1 PM-2 PM daily. |
Mail |
Checks or money orders payable to “Southlake Water Utilities,” mailed to Southlake Water Utilities – Customer Service, 1400 Main Street, Suite 200, Southlake, TX 76092. |
Routine payments with enough mail time. |
Do not use slow mail when a cutoff or late issue needs immediate confirmation. |
Walk-up drop box |
Located in the breezeway on the north side of Town Hall. |
After-hours check or money-order payment. |
Use account number and do not rely on drop box for urgent restoration unless Customer Service confirms timing. |
Bank online bill pay |
City portal notice says customers using bank online bill pay do not need to change account number or payment mailing address. |
Bank-initiated recurring payments. |
Your bank may mail a check, so allow processing time. |
Start, Stop or Transfer Southlake Utility Service
Residential service
- Residential utility service includes water, sewer, trash and recycling.
- Start, stop or transfer through the Utility Access Portal by selecting Service Request.
- Residential applications must include deed of ownership or lease agreement.
- In-person residential submissions need valid driver’s license, state ID or passport plus financial-responsibility documentation.
- New residential accounts are charged a $75 deposit and $15 service fee on the first bill.
Commercial service
- Commercial utility service includes water and sewer.
- Businesses must contact CWD at 972-392-9300 to establish trash and recycling collection.
- Commercial applications require legal business documents.
- Commercial deposit is listed from $250 to $500 based on meter size.
- Confirm meter size and service date before move-in or opening day.
Construction fire hydrant meter
- Apply through the portal service-request route.
- A $3,800 deposit is required before construction fire hydrant meter issuance.
- Deposit may be paid online by credit card or in person.
- Ask Public Works or Customer Service where the meter will be installed and inspected.
- Do not use hydrants without the proper meter/authorization.
Situation |
Best route |
Ask this before submitting |
|---|---|---|
New resident |
Portal → Service Request → Start service. |
“What date will service start, and will the first bill include the $75 deposit and $15 service fee?” |
Moving out |
Portal service request or call 817-748-8051. |
“What is the final read date and where will the final bill or deposit credit be sent?” |
Tenant |
Submit lease and valid ID documentation. |
“Does this property require any extra rental or owner authorization documentation?” |
Owner |
Submit deed/ownership documentation and ID if in person. |
“What proof of financial responsibility is acceptable for this property?” |
Business |
Submit legal business documents and confirm water/sewer deposit. |
“What meter-size deposit applies, and who sets up CWD trash/recycling service?” |
Report Water Leaks, Sewer Issues, Outages or Meter Problems
After-hours break / backup
Police Dispatch: 817-743-4524
Use for urgent after-hours water breaks or wastewater backups.
Public Works
Phone: 817-748-8082
Use during regular hours for water leaks, sewer issues, outages and meter maintenance/repair/replacement.
Southlake Serves
Use for non-emergency service issues, taste/odor/operations questions and request tracking.
Published-number note: Southlake’s Water Utilities page lists Public Works at 817-748-8082 for service issues and says the team is available for after-hours water/sewer emergencies. The Public Works contact page specifically directs after-hours emergency water breaks or wastewater backup calls to Police Dispatch at 817-743-4524. For a true after-hours break or backup, use Dispatch first and provide exact location.
Problem |
What to say |
What to prepare |
|---|---|---|
Water leak in street / right-of-way |
“Water is leaking or bubbling at [address/cross street]. It is in [street/sidewalk/yard/meter area].” |
Nearest landmark, traffic hazard, visible flow, start time and callback number. |
Sewer service issue |
“There is a sewer issue at [address]. It is affecting [toilet/tub/floor drain/manhole/yard].” |
Stop using water if sewage is backing up; keep people/pets away. |
No water / outage |
“My property at [address] has no water/low pressure. It started at [time].” |
Neighbors affected, construction nearby, shutoff notice status and outside spigot test. |
Meter maintenance issue |
“There is a meter issue at [address], including [broken lid/leak/reading concern/unsafe box].” |
Account number, service address, clear location and photos if safe. |
Water taste, odor or appearance |
“I have a non-emergency water quality concern at [address]. It is [taste/odor/color] and started at [time].” |
Cold/hot water, one tap/all taps, recent flushing/work nearby and whether it clears after running. |
Rates, Sewer Average, Stormwater, Trash Billing and What the Southlake Bill Can Include
Water
Southlake uses tiered water rates to encourage efficient use and discourage non-essential consumption.
Sewer average
The residential sewer rate is averaged from water consumption in November, December and January.
Stormwater
The stormwater rate funds drainage maintenance, pipes, detention basins, flooding reduction and local water-quality protection.
Trash/recycling
Southlake Water Utilities bills trash and recycling, but CWD provides the collection service.
Bill line / rate topic |
Official detail |
Customer action |
|---|---|---|
Water rates |
Current City page points customers to the “Water, Sewer, Storm, and Refuse Rates” schedule effective October 1, 2025. |
Use the newest posted PDF/rate schedule before publishing exact dollar amounts. |
Tiered water usage |
Southlake says tiered water rates provide incentives for efficient use and discourage non-essential water usage. |
Compare the current bill’s water gallons with prior months and watering/pool activity. |
Residential sewer average |
Average is based on water consumption in November, December and January. |
Avoid unnecessary irrigation, pool draining/filling and leaks during those months. |
Pool filling and sewer average |
The rates page warns draining or filling a pool during sewer-average months can adversely affect sewer average calculations. |
Plan pool work outside average months when possible and verify impact before filling. |
Stormwater |
Supports management of stormwater runoff and maintenance/improvement of drainage system. |
Do not mistake stormwater charge for drinking-water consumption. |
Trash/recycling |
Utility bill includes billing, but CWD handles collection, missed pickup, carts and schedule issues. |
Call CWD at 972-392-9300 option 2 for collection issues. |
Sample bill on rates page |
City page shows a sample residential account with 1-inch meter averaging 26,640 gallons/month beginning October 1, 2025. |
Use it as an example only; your actual bill depends on meter, usage and services. |
Winter sewer-average tip: repair leaks, check toilets and reduce unnecessary water use before and during November, December and January. A high-water month during that period can affect the sewer average used on later bills.
High Southlake Water Bill: EyeOnWater, Leak Adjustment and Meter Review
EyeOnWater
EyeOnWater lets customers monitor water use 24/7, track usage by the hour, receive leak alerts and verify irrigation or pool equipment operation.
Leak adjustment
Residential customers may request one leak adjustment in a rolling 12-month period, with up to two bills considered, if documentation is provided within 90 days from the leak.
Meter review
For bill questions, call 817-748-8051. The City says it can review the bill and, if necessary, send a team to assess the water meter.
High-bill check |
What to do |
Why it matters |
|---|---|---|
EyeOnWater account |
Register using your entire SWU account number, a dash, and Customer ID number. Then use the app or web sign-in. |
Leak adjustment eligibility requires a registered EyeOnWater account. |
Hourly usage pattern |
Look for continuous overnight use, irrigation cycles, pool fill, toilet leaks or hose bibs. |
Continuous use often identifies a leak faster than monthly bills. |
Irrigation / pool equipment |
Verify controller schedule, broken sprinkler heads, valves, pool autofill and recent pool work. |
Southlake specifically notes EyeOnWater can help verify irrigation and pool equipment operation. |
Pool filling |
Do not expect a bill credit for water used to fill swimming pools. |
City says pool filling is billed as standard residential water usage and is not adjusted/credited. |
Repair proof |
Save invoices, receipts, leak date, repair date and before/after usage evidence. |
Supporting documentation is required for leak adjustment review. |
Account standing |
Keep the water account in good standing while waiting for the adjustment decision. |
City says the account must remain in good standing during leak-adjustment review. |
Meter accuracy |
Ask Customer Service if a meter assessment is appropriate. |
Helps separate usage/leak from meter issue. |
Watering Schedule, Water Quality, Lead/Copper and Taste/Odor Concerns
Watering days
Southlake follows a year-round twice-per-week watering schedule. Even-numbered addresses can water Wednesdays and Saturdays; odd-numbered addresses can water Thursdays and Sundays.
Watering hours
Automatic irrigation is allowed only between 6:00 PM and 10:00 AM on designated days. Hand-held hose watering is permitted outside those hours.
Water quality
Southlake publishes Annual Drinking Water Quality Reports and says it routinely collects samples and runs EPA/TCEQ-required tests.
Topic |
Official detail |
Customer action |
|---|---|---|
Even addresses |
Watering allowed Wednesdays and Saturdays. |
Set irrigation controller to your assigned days and allowed hours. |
Odd addresses |
Watering allowed Thursdays and Sundays. |
Check address parity before setting automatic irrigation. |
Automatic irrigation hours |
Only 6:00 PM to 10:00 AM on designated days. |
Avoid daytime watering outside allowed hours. |
Hand-held hose |
Permitted outside automatic irrigation schedule. |
Use hand watering for spot watering, potted plants and new landscaping needs. |
City water supplier |
Water quality page notes Fort Worth as Southlake’s water supplier for taste/odor/appearance changes. |
Check current water quality report and notices before assuming a safety issue. |
Lead and copper |
Southlake has an established lead/copper testing program and samples 30 TCEQ-approved homes annually. |
Use the current report and service line inventory details if your home is older. |
Private service line |
Homeowner is responsible for the service line from water box to building/house. |
If line is lead or galvanized, replacement of private water line is customer responsibility. |
Taste, odor or appearance |
Changes can occur from supplier changes, algae growth, temperature, rainfall, flooding, drought or dry weather and do not necessarily mean water is unsafe. |
Run water for a few minutes or let a pitcher sit for a few hours; report persistent issues through Southlake Serves. |
Trash, Recycling and Why It Appears on the Water Utility Bill
Billing vs collection
Southlake Water Utilities provides billing for trash and recycling. Collection services are provided by Community Waste Disposal, commonly shown as CWD.
When to call CWD
For collection schedules, missed pickups, carts, or trash/recycling service concerns, contact CWD at 972-392-9300, option 2.
Bill-reading tip: a higher Southlake utility bill may come from water usage, sewer average, trash/recycling billing, stormwater, prior balance or payment issue. Review all line items before assuming the water meter is wrong.
Map: Southlake Water Utilities Customer Service
Use this map for Southlake Water Utilities Customer Service at 1400 Main Street, Suite 200. For service issues, Public Works Operations is at 1950 E. Continental Boulevard.
Route |
Address / link |
Use for |
|---|---|---|
Customer Service |
1400 Main Street, Suite 200, Southlake, TX 76092 |
Billing, payment, portal, account, service setup, leak-adjustment and deposit questions. |
Public Works Operations |
1950 E. Continental Boulevard, Southlake, TX 76092 |
Water leaks, sewer issues, water/sewer service outages, drainage and right-of-way issues. |
Utility Access Portal |
Payments, AutoPay setup, billing history, account preferences and service requests. |
|
Southlake Serves |
Non-emergency service requests and water taste/odor/operations issues. |
|
EyeOnWater |
Water-use monitoring, hourly consumption, leak alerts and irrigation/pool checks. |
Southlake Water Utilities FAQ
How do I pay my Southlake water bill online?
Use the Southlake Utility Access Portal. You will need the account number and Customer ID listed on your water bill. The portal can be used for payments, payment information, billing history, account preferences and multiple accounts.
What is the Southlake Water Utilities phone number?
Call Southlake Water Utilities Customer Service at 817-748-8051 for billing, account assistance, payment questions, Customer ID issues, start/stop service, deposits and leak-adjustment questions.
Where is Southlake Water Utilities Customer Service located?
Customer Service is at 1400 Main Street, Suite 200, Southlake, TX 76092. The window is open Monday through Friday from 8:00 AM to 1:00 PM and 2:00 PM to 5:00 PM, and is closed daily from 1:00 PM to 2:00 PM.
What changed with the Southlake utility payment portal in 2026?
The City launched a new Utility Access Portal on July 21, 2026. Customers using automatic credit card or autopay through the old utility portal need to create a new account and re-enter payment information.
How do I start, stop or transfer Southlake utility service?
Use the Utility Access Portal and select Service Request. Residential service includes water, sewer, trash and recycling. New residential accounts are charged a $75 deposit and $15 service fee on the first bill.
Who do I call for a Southlake water leak or sewer issue?
During regular hours, call Public Works Operations at 817-748-8082 or submit a Southlake Serves request. For after-hours emergency water breaks or wastewater backups, the Public Works contact page directs customers to Police Dispatch at 817-743-4524.
Can Southlake adjust a high water bill caused by a leak?
Possibly. Leak adjustments are for residential customers only, once per rolling 12-month period, with a maximum of two bills considered. Customers must have a registered EyeOnWater account, keep the account in good standing and provide repair documentation within 90 days from the leak. Pool filling or cleaning is not eligible.
What is EyeOnWater for Southlake customers?
EyeOnWater is Southlake’s free water-monitoring app. It lets customers track hourly water use, receive leak alerts, monitor irrigation and pool equipment and better control water costs. It is separate from the Utility Access Portal.
What are Southlake watering days?
Southlake follows a year-round twice-per-week schedule. Even-numbered addresses can water Wednesdays and Saturdays. Odd-numbered addresses can water Thursdays and Sundays. Automatic irrigation is allowed only between 6:00 PM and 10:00 AM on designated days.
Is this the official Southlake Water Utilities website?
No. This is an independent informational guide. Use official City of Southlake pages, the Utility Access Portal, your bill, 817-748-8051, 817-748-8082 and 817-743-4524 to verify live balance, payment posting, service status, rates and emergency instructions.
30-Second Southlake Utility Checklist
Pay/login: Utility Access Portal → account number + Customer ID → payment method → save confirmation.
Portal change: after July 21, 2026, old portal AutoPay users must create a new account and re-enter payment information.
Billing/account: 817-748-8051 or swucustomerservice@ci.southlake.tx.us.
Office: 1400 Main Street, Suite 200; Monday-Friday 8 AM-1 PM and 2 PM-5 PM.
Service issue: Public Works Operations 817-748-8082 or Southlake Serves.
After-hours break/backup: Police Dispatch 817-743-4524.
High bill: check EyeOnWater, irrigation, pool equipment, sewer-average months, leak documentation and meter review before assuming meter error.
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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