Winter Haven Water Utility Desk: Pay, Log In, Call or Fix a Bill
Use this page when you need the official WH2O payment portal, Customer Service phone number, after-hours water or sewer emergency line, start/stop service forms, deposit rules, late fees, conservation restrictions, high-bill help, water quality report or Winter Haven office map.
Start Here: Choose the Fastest Winter Haven Route
Need |
Official action |
Have ready |
Do not miss |
|---|---|---|---|
Pay bill or log in |
Account number, phone number or ZIP/service details, payment method. |
Winter Haven launched a new customer portal in 2026; customers may need to re-enroll or reset autopay. |
|
Pay as guest |
Account number, primary contact phone and payment method. |
The new portal page shows a $500 limit per credit/debit card transaction. |
|
Billing or payment question |
Call 863-291-5678 or email CustomerService@mywinterhaven.com. |
Bill, account number, service address, payment proof, screenshots. |
Third-party or bank bill-pay payments are not credited until Winter Haven Water receives funds. |
Start, transfer or move service |
Residential/commercial application, SSN for identity verification, deposit payment, service date. |
Deposit is required before service activation; new account or transfer fee is billed to account. |
|
Stop service / final bill |
Account number, stop date, forwarding address, phone/email. |
Allow up to 30 days after termination for final bill and deposit refund processing, if applicable. |
|
After-hours water/sewer emergency |
Call 863-291-5853. |
Exact address, cross street, water/sewer issue type, time started. |
This is for urgent utility needs outside business hours, not normal bill-pay help. |
Watering restriction question |
Address last digit, timer settings, property size, irrigation source. |
Modified Phase III restrictions limit lawn watering to once per week through October 1, 2026 unless changed. |
2026 portal warning: Winter Haven’s 2026 customer portal transition can affect saved logins, autopay and reminders. After creating a new login, immediately confirm autopay, card/bank method, email, phone number and paperless settings before the next bill.
Official Winter Haven Water Contact Box
Customer Service
Address:
551 Third Street NW
Winter Haven, FL 33881
Phone: 863-291-5678
Fax: 863-298-7870
Email: CustomerService@mywinterhaven.com
Water Department / Emergency
Address:
401 6th Street SW
Winter Haven, FL 33880
Phone: 863-291-5853
Emergency: 863-291-5853
Hours
Phone service: Monday-Friday, 8:00 AM-5:00 PM
In person: Monday 8:00 AM-3:00 PM; Tuesday-Friday 10:00 AM-3:00 PM
Water Department: Monday-Friday, 7:00 AM-4:00 PM
Route |
Use for |
Before contacting |
|---|---|---|
Utility bill, payment, portal, start/stop/move, deposit, high-bill review, payment arrangement, vacation status. | Account number, service address, bill date, payment proof. | |
Written account questions, move-service follow-up, document submission questions. | Do not send full card/bank details by email. | |
After-hours water or sewer emergency, urgent field response outside business hours. | Exact location, nearest cross street, issue type, callback number. | |
551 Third Street NW | In-person payment, account setup, difficult billing issue, service activation help. | Bring ID, documents, lease/ownership proof if needed, and payment method. |
401 6th Street SW | Water Department operations, treatment, utility maintenance and administration. | Use Customer Service first for billing/account issues. |
Water Conservation Specialist | Irrigation timer help, allowed watering days/hours, audits, conservation kits and rebate questions. |
Bill Pay and Login: What to Click and What to Save
WH2O portal
Manage the account, view usage and pay online.
Guest payment
Pay without full account registration when you have the required account details.
Autopay
Log in, select payment method and choose payment date.
Drop box
Check or money order only; no cash in drop box.
Open the official payment portal
Use WH2O.MyWinterHaven.com. If you saved an older payment link, start from the official City payment page or current WH2O portal instead.
Register, log in or pay as guest
First-time users should register the account. Guest payment is useful for a quick one-time payment. For full control, register so you can manage payment methods, autopay, reminders and usage.
Match account details before paying
Confirm account number, service address, customer name, balance, due date, past-due banner and payment amount. Do not submit if the account or address does not match.
Save proof
Save confirmation number, screenshot, payment amount, date/time, account number and last four digits of the payment method. This matters if the payment was through a third-party vendor or close to interruption.
Payment method |
Official detail |
Best for |
Avoid this mistake |
|---|---|---|---|
Online portal | WH2O portal supports payment and account management. | Normal bill pay, autopay, usage review, reminders. | After the 2026 portal update, re-check saved autopay/payment method. |
Credit/debit card | One-time portal page states a $500 limit per credit/debit card transaction. | Fast payment under the card limit. | Large balances may need another method or multiple approved transactions. |
Phone payment | Customer Service page lists 863-291-5678 as the 24/7 payment line. | Pay when you cannot log in. | Have account number and card/payment details ready before calling. |
Mail | Mail check or money order with bill stub; write account number on payment. | Normal bills with time before due date. | Not safe for urgent past-due or interruption deadlines. |
Drop box | Drop check or money order at west end of parking lot; write account number on payment. | After-hours paper payment. | No cash in drop box. |
In person | Cash, credit/debit card, check and money order accepted at City office. | Cash payment, receipt, account setup or complex issue. | Check current in-person hours before driving. |
Bank bill pay / third party | Not affiliated with Winter Haven Water; extra processing time can apply. | Only if your bill is not urgent. | Account is not credited until funds are received by Winter Haven Water. |
Cash at retailers | City announced new cash payment option at participating CVS, Walgreens and Dollar General locations in 2026. | Customers who prefer cash and cannot visit office. | Confirm store participation and keep receipt. |
Official payment links:
Read Your Winter Haven Utility Bill Before Calling
Monthly billing
Utility accounts are billed monthly. Bills are due three weeks, or 21 days, from the billing date.
Friday pattern
The billing date is always a Friday and the due date is also a Friday.
Past-due warning
Past-due balance appears in bold red text with a due-by date before possible interruption.
Bill section |
What it means |
Use it for |
|---|---|---|
Top banner | Account number, current charges due date and current amount due. | Portal registration, payment and phone support. |
CR next to amount | Credit balance; no payment due for that amount. | Confirm whether a refund or future credit applies. |
Past due banner | Past-due due date and past-due charges in red text. | Interruptions and urgent payment planning. |
Billing period | Billing date, due date and service date range. | Checking if a bill covers 28 days or a longer 35-day cycle. |
Service readings | Meter ID, previous/current read dates, read values and billed usage. | High-bill review and leak timing. |
Usage in 1000 Gal | Multiply the number by 1,000 to get gallons used. | If the bill says 3, usage is at least 3,000 gallons. |
Billing summary | Previous balance, payments received, late fees and balance forward. | Payment dispute or missing-payment research. |
Service charges | Water, sewer, irrigation, reuse, garbage, recycling, stormwater, PRWC, repair/replace and admin lines. | Finding what actually increased. |
Messages | City notices, deadline reminders, public meetings or rate changes. | Understanding current changes without calling. |
Payment stub | Return section for mailed payment. | Use if paying by mail; include account number on check. |
Start, Stop, Move or Transfer Service
Residential start / transfer
- Complete the residential service application.
- Provide Social Security number for identity verification.
- Deposit must be paid before service activation.
- New Account or Transfer of Account fee is billed to the account.
- Customer Service contacts you after review.
Commercial / multi-unit
- Use commercial service application.
- Provide required documents listed on the form.
- Check flow chart and site plan needs for construction or multi-unit service.
- Confirm deposit and connection requirements before opening.
Stop service
- Submit Stop Service request form.
- Give service address, account number and stop date.
- Provide forwarding address for final bill/deposit refund.
- Allow up to 30 days after termination for final processing.
Service action |
Official detail |
Practical action |
|---|---|---|
Identity verification | Winter Haven runs information through a credit verification system requiring SSN; it confirms identity only, not credit score. | Use correct legal name and contact info. |
Verification fails | Customer may be asked for additional proof of identity. | Prepare ID, lease/ownership proof and phone/email access. |
Deposit required | Utility deposit required before activation. | Ask exact deposit and payment method before move-in day. |
Residential deposit | Water, sewer and garbage deposit: $194.83; water only: $97.41; garbage only: $63.79. | Use current rate schedule when budgeting move-in cost. |
New account fee | Inside $77.63; outside $97.03. | Appears separately from deposit. |
Transfer fee | Inside $53.19; outside $66.48. | Budget for move within service area. |
Commercial deposit | Minimum $208; builder deposit $356.61; commercial deposit may be based on average of 2½ highest months. | Ask before opening or transferring business account. |
Temporary / construction service | Temporary service deposit $155.74; 15-day temporary service fee inside $38.82, outside $48.51. | Use builder/contractor application route. |
Late Fee, Past-Due Balance, Reactivation and Vacation Status
Late fee
FY 2025-2026 late fee is the greater of $6.71 or 5% of outstanding balance inside city, and greater of $8.38 or 6.25% outside city.
Reactivation
Delinquent account reactivation/turn-on: $67.86 inside city, $84.83 outside city.
Vacation status
Single-family customers gone at least 1 month may request vacation status; meters are turned off/locked and garbage/recycling removed, but base fees continue.
Problem |
Rule / risk |
Best user action |
|---|---|---|
Past-due banner on bill | Bill shows past-due date and amount in bold red text. | Pay before due-by date and keep proof. |
Service interruption risk | If balance remains unpaid, account may be in danger of interruption. | Call 863-291-5678 before interruption. |
Disconnected for nonpayment | FAQ says restoration happens only after delinquent bill is paid and deposit adjusted to current-year rate schedule. | Ask exact total required, not just past-due amount. |
Late fee confusion | Late fee can be percent-based or minimum amount, whichever is greater. | Check inside/outside classification. |
Portal transition late fee | 2026 portal notice says customers should contact Customer Service if a late fee was applied due to transition difficulties. | Document portal issue with screenshots/date. |
Vacation status | Only single-family residences; account stays open; base fees remain due. | Keep paying monthly base charges to avoid deactivation. |
Penalty exemption | Customers may submit a Penalty Exemption Application if eligible. | Ask Customer Service whether you qualify before the next late fee. |
Water Leak, Sewer Backup, No Water or After-Hours Emergency
After-hours emergency
Call: 863-291-5853
Use for urgent water or sewer utility needs outside business hours.
Water issue
Report water main break, no water, low pressure, meter leak, visible street leak or urgent service trouble.
Sewer issue
Report sewer backup, overflowing manhole, wastewater odor or lift-station related issue quickly.
Problem |
What to say |
Helpful details |
|---|---|---|
Street leak / main break | “Water is flowing at [address/cross street].” | Direction of flow, pavement damage, time started, photos only if safe. |
No water / low pressure | “My property has no water/low pressure at [address].” | All taps or one fixture? neighbors affected? nearby work? |
Meter leak | “Water is leaking at the meter box at [address].” | Meter box location, flow amount, whether water reaches street. |
Sewer backup | “Sewer is backing up at [toilet/tub/floor drain/outside cleanout].” | Stop using water if backup worsens; keep children/pets away. |
Overflowing manhole | “A manhole is overflowing at [location].” | Nearest street, traffic risk, weather, photos if safe. |
Nonpayment shutoff | Call Customer Service during business hours. | After-hours emergency line is for urgent water/sewer field issues. |
2026 Deposits, Fees, Garbage and Stormwater Lines
Residential full deposit
Water, sewer and garbage: $194.83.
New account
$77.63 inside city; $97.03 outside city.
Late fee
Greater of $6.71 or 5% inside; greater of $8.38 or 6.25% outside.
Stormwater
Residential maintenance $4.01; quality fee $4.22.
FY 2025-2026 charge |
Inside city |
Outside city |
When it appears |
|---|---|---|---|
Residential deposit: water, sewer and garbage | $194.83 | $194.83 | New residential account with full utility mix. |
Residential deposit: water only | $97.41 | $97.41 | Water-only residential account. |
Residential deposit: garbage only | $63.79 | $63.79 | Garbage-only residential account. |
New Account / Initial Turn On | $77.63 | $97.03 | New account setup/initial turn-on. |
Transfer of Account | $53.19 | $66.48 | Moving service to another address. |
Delinquent Account Reactivation and Turn On | $67.86 | $84.83 | Restoring service after delinquency. |
Late fee | Greater of $6.71 or 5% | Greater of $8.38 or 6.25% | Outstanding balance after due date. |
Unauthorized connection / tampering | $51.92 | $64.87 | Unauthorized use or meter tampering. |
Sewer inspection | $69.70 | $87.13 | Requested or required sewer inspection. |
Meter testing / bench test | $98.89 | $123.62 | Meter accuracy review. |
Monthly line / solid waste item |
FY 2025-2026 amount |
Plain-English meaning |
|---|---|---|
Residential garbage single-family container | $28.50 | Residential garbage, recycle and refuse collection. |
Residential recycling single-family container | $2.97 | Recycling collection line. |
Each additional residential container | $12.77 per address | Extra cart monthly cost. |
Residential stormwater maintenance | $4.01 | Storm drain maintenance fee for inside-city residents. |
Residential stormwater quality | $4.22 | Stormwater quality program fee. |
Stormwater maintenance with mitigation credits | $2.28 | Reduced rate when qualifying credits apply. |
Stormwater quality with mitigation credits | $2.47 | Reduced rate when qualifying credits apply. |
Residential horticultural refuse | 0-5 cubic yards free; over 5 cubic yards $7.36 per cubic yard | Yard waste / horticultural pickup rules. |
Furniture/appliance items | Examples: refrigerator/stove/water heater/dryer/washer $17.58; sofa/mattress/bed springs/chairs $14.69 | Bulky item pickup charge. |
High Bill, Leak Check, Pool Fill or Adjustment Request
Longer cycle
Typical bills are 28 days, but some can cover 35 days and include another week of service.
Special activity
Pressure washing, pool fill, car washing or new landscaping can raise usage.
Seasonal use
Summer outdoor watering and winter hot-water use can change consumption.
Adjustment limit
Only one adjustment may be applied in an 18-month period, and it may reduce tier but not remove all charges.
High-bill cause |
Fast check |
Adjustment risk |
|---|---|---|
Long billing cycle | Check billing period days. | Usually not an adjustment issue. |
Guests / household change | More showers, laundry, dishes, toilet use. | Usually not eligible. |
Outdoor watering | Check irrigation timer and current watering restriction. | Timer issue may be ineligible unless reviewed by Water Conservation Specialist. |
Pool fill | If on City sewer, ask whether excess sewer charge can be removed when filling a pool. | Pool top-off under 5,000 gallons is listed as not eligible for adjustment. |
Toilet leak | Use dye tabs or conservation kit tablets. | Repair proof can help; ask before assuming credit. |
Water hose/faucet left on | Check outdoor taps and hoses. | Listed as not eligible for adjustment. |
Backflow preventer leak | Check visible backflow assembly. | Listed as not eligible for adjustment on commercial/residential properties. |
Water theft | Look for unauthorized use. | Without a police report, water theft is listed as not eligible. |
Unexplained consumption | Compare meter, usage history, irrigation, toilets and household changes. | Unexplained consumption is listed as not eligible. |
2026 Watering Restrictions, Conservation Help and Rebates
Modified Phase III
Restrictions effective April 3 through October 1, 2026, unless changed.
Even addresses
Lawn watering allowed Tuesdays.
Odd addresses
Lawn watering allowed Thursdays.
Private wells included
Restrictions apply to private wells and reclaimed water sources.
Conservation rule / program |
Official detail |
User action |
|---|---|---|
Lawn watering frequency | Once per week under Modified Phase III restrictions. | Set timer to one allowed day only. |
Even address day | Tuesday. | Use last number of address. |
Odd address day | Thursday. | Use last number of address. |
Under 1 acre | Water before 4 AM or after 8 PM; choose one window. | Do not water in both windows unless rule changes. |
Over 1 acre | Water before 4 AM and after 8 PM. | Confirm property size and zone schedule. |
Hand watering / microirrigation | Allowed for non-lawn plants before 8 AM or after 6 PM. | Use for flower beds, shrubs and non-lawn plants. |
Irrigation timer help | Water Conservation Specialist helps reset timers, review settings and do audits. | Email esantiago@mywinterhaven.com or call 863-292-8044. |
High monthly use signal | City says if using more than 8,000 gallons/month, call the Water Conservation Specialist. | Use portal/bill usage before calling. |
Free conservation kit | Kit includes low-flow shower head, two sink aerators, toilet leak detection tabs and information. | Submit kit application. |
Rebates | Smart irrigation controller, WaterSense toilet rebate, wireless rain sensor and conservation kit are listed. | Check funding before buying; programs are limited and first-come/first-served unless stated. |
Water Quality, Floridan Aquifer and Annual Reports
Source water
Winter Haven drinking water source is 21 wells drawing from the Floridan Aquifer.
Treatment
Water is aerated, chlorinated for disinfection, fluoridated and treated with orthophosphate for corrosion/deposition control.
Report contact
Steven Warder, Water Plant Manager: 863-291-5767
Water-quality question |
Direct answer |
Best action |
|---|---|---|
Where does Winter Haven water come from? | Floridan Aquifer through 21 production wells. | Use latest Water Quality Report for detailed monitoring results. |
How is it treated? | Aeration, chlorination, fluoridation and orthophosphate addition. | Call Water Plant Manager for report questions. |
How many facilities? | Water Department operates 21 production wells, 9 water treatment facilities and 2 wastewater treatment facilities. | Use Water Department About page for infrastructure context. |
How large is the system? | About 500 miles of water mains and 330 miles of wastewater mains, serving approximately 40,000 utility accounts in the greater Winter Haven area. | Useful for system-scale explanation. |
Does water contain contaminants? | CCR explains that drinking water may contain small amounts of some contaminants, which does not necessarily mean a health risk. | Review annual CCR and EPA Safe Drinking Water Hotline. |
Lead concern | Lead can come from service lines or home plumbing; flush tap 30 seconds to 2 minutes if water sat several hours. | Test if concerned and follow EPA lead guidance. |
Vulnerable populations | Immunocompromised people, elderly and infants may need provider advice about drinking-water risk. | Use EPA/CDC guidance and consult health provider. |
Water quality archive | Archive lists 2025, 2024, 2023 and earlier water quality reports. | Open the most recent report before publishing date-sensitive claims. |
Local Service Notes: Winter Haven, Polk County, Reuse and Garbage
Local issue |
Why it matters |
Best step |
|---|---|---|
Greater Winter Haven service area | Winter Haven Water serves approximately 40,000 utility accounts in the greater Winter Haven area. | Use the official service map or bill provider name before paying. |
City vs Polk County garbage | If bin is green, City of Winter Haven bills garbage monthly; if bin is gray, Polk County provides garbage and cost is assessed on property tax bill. | Check bin color before disputing garbage line. |
Irrigation meter | Irrigation water does not go into sewer system, so sewer charges are not applied to irrigation meter usage. | Check meter type when comparing high use. |
Reuse service | Reuse water is recycled, non-drinkable water, typically identified by purple meter color. | Do not drink or connect reuse to potable use. |
PRWC surcharge | Polk Regional Water Cooperative surcharge supports regional water supply system and is applied to every meter except reuse service. | Look for PRWC line on the bill. |
Stormwater maintenance | Inside-city fee supports storm drain maintenance and flood-prevention infrastructure. | Not tied to monthly water gallons. |
Repair & Replace charge | Funds repair/replacement of aging water infrastructure to reduce breaks and interruptions. | Do not confuse it with leak repair on private property. |
Other local providers | Some Winter Haven-area addresses may be outside City service area or on private/County systems. | Provider name on bill controls where to pay. |
Map: Winter Haven Water Customer Service
Location |
Address |
Use for |
|---|---|---|
Water Customer Service | 551 Third Street NW, Winter Haven, FL 33881 | Billing, payments, start/stop/move, deposits, account questions, in-person utility service. |
Water Department | 401 6th Street SW, Winter Haven, FL 33880 | Water Department operations, emergency routing, treatment, maintenance and administration. |
Winter Haven City Hall | 451 Third Street NW, Winter Haven, FL 33881 | General City Hall routing; not the first stop for utility bill payment unless directed. |
Drop box | West end of Customer Service parking lot | Check or money order payment; no cash. |
Winter Haven Water Utilities FAQ
What is the Winter Haven Water Customer Service phone number?
Call Winter Haven Water Customer Service at 863-291-5678 for utility billing, payment, account setup, service closing, deposits, high-bill questions and portal help.
Where do I pay my Winter Haven water bill online?
Use the official WH2O portal at WH2O.MyWinterHaven.com. Customers can log in, register or make a one-time payment when they have the required account details.
What is the after-hours water or sewer emergency number?
Call 863-291-5853 for after-hours water or sewer emergencies and urgent water utility needs outside normal business hours.
Where is the Winter Haven Water Customer Service office?
The Customer Service office is at 551 Third Street NW, Winter Haven, FL 33881. Phone service is Monday-Friday, 8 AM-5 PM; in-person service is Monday 8 AM-3 PM and Tuesday-Friday 10 AM-3 PM.
What do I need to start or transfer Winter Haven water service?
Complete the proper residential, commercial or builder application. The City verifies identity using Social Security number, may request additional proof of identity, and requires a utility deposit before service activation.
How long does a final bill or deposit refund take after stopping service?
After utility services have been terminated, Winter Haven says to allow up to 30 days for final bill and deposit refund processing, if applicable.
How much is the residential utility deposit?
The current deposit schedule lists residential water, sewer and garbage deposit at $194.83, water only at $97.41 and garbage only at $63.79.
How much is the late fee?
The FY 2025-2026 miscellaneous fee schedule lists late fee as the greater of $6.71 or 5% of outstanding balance inside city, and the greater of $8.38 or 6.25% outside city.
What are the current Winter Haven watering restrictions?
Under Modified Phase III restrictions, lawn watering is limited to once per week: even addresses Tuesday and odd addresses Thursday. Properties under one acre may water before 4 AM or after 8 PM, and restrictions apply to private wells and reclaimed water sources.
Where does Winter Haven drinking water come from?
Winter Haven’s annual water quality report says the water source is 21 wells that draw from the Floridan Aquifer. The water is aerated, chlorinated, fluoridated and treated with orthophosphate for corrosion/deposition control.
30-Second Winter Haven Water Checklist
Pay/Login: WH2O portal → register or guest pay → verify account/service address → confirm card limit/processing → save receipt.
Call: Customer Service 863-291-5678; after-hours water/sewer emergency 863-291-5853.
Visit: 551 Third Street NW for Customer Service; in-person hours are limited, so check before driving.
Move service: application + SSN identity verification + deposit before activation; final bill/deposit refund can take up to 30 days after termination.
Late/reconnect: late fee and reactivation fees apply; restoration after delinquency requires payment and deposit adjustment to current schedule.
Watering: Modified Phase III once-weekly lawn watering is in effect through October 1, 2026 unless updated; even Tuesday, odd Thursday.
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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