Paying your water bill is an essential responsibility for all residents and businesses in Roswell, New Mexico. Having running water in your home or business is a necessity, so understanding the process to pay your water bill can help avoid any disruption in service. I’ll explain the various ways you can pay your Roswell water bill, including online, by phone, by mail or in person.
Online Payment
The easiest way for most people to pay their water bill is online. The City of Roswell offers an online self-service portal where you can view your water usage see previous bills and make secure credit card or bank account payments.
To use the online payment system, you’ll first need to create an account on the portal website Have your previous water bill handy so you can enter your account number, service address and other details to match your account. Once registered, you can log in anytime to check your balance and make one-time payments.
You also have the option to set up recurring payments through the online system This allows your water bill to be paid automatically each month, so you don’t have to remember to log in and pay manually Just specify the credit card or bank account you want payments drawn from and the system will do the rest.
Online payment is fast, secure and available 24/7. If you already manage most of your bills online, adding your Roswell water account is a convenient way to stay on top of payments.
Phone Payment
If you prefer to pay your water bill over the phone, the City of Roswell has representatives ready to assist you. Call 575-624-6711 and select the payment option.
When paying by phone, you’ll need to provide your water account number and service address. Have your credit card or checking account information ready too. The representative will process your payment and email you a receipt after the call.
Phone payment allows you to take care of your water bill quickly without having to visit an office. It’s available during regular business hours Monday through Friday. Just be aware that an extra fee applies for paying by phone.
Mail-In Payment
Sending your water bill payment by mail is a simple option if you prefer to pay by check or don’t want to share financial information over the phone or internet.
To pay by mail, write your water account number on the check or money order and mail it to:
City of Roswell
PO Box 1838
Roswell, NM 88202
Be sure to allow enough time for your mailed payment to reach the utility billing office by the due date printed on your bill. Payments received after the due date will incur late fees. Mailing your payment is easy but can take several days for processing compared to online or phone payments.
In-Person Payment
For those who want to hand-deliver their water bill payment or speak directly with a customer service representative, in-person payment is available at the Utility Billing office in Roswell.
The billing office is located at:
415 N Richardson Ave
Roswell, NM 88201
Payments can be made in cash, check, money order or credit/debit card when you visit the office. If you need to discuss payment arrangements or have issues with your water account, the billing staff can also assist you when you come in.
The Utility Billing office hours are Monday through Friday from 8:30am to 4:00pm. Be prepared for longer wait times during peak hours like lunchtime and late afternoons.
Payment Drop Box
As another option for in-person payments, the City of Roswell has a 24-hour payment drop box located outside the Utility Billing office. You can drive up and deposit your water bill stub and payment into the secure box anytime day or night. This allows you to drop off payments when the billing office is closed.
Avoid Late Fees and Disconnection
To avoid late payment fees and potential disconnection of your water service, be sure to pay your water bill by the due date printed on your statement. Late fees are 10% of the past due balance.
If your account becomes delinquent, the City will work with you to establish a payment plan. But if the account remains unpaid, your water service may be shut off. Make paying your water bill on time a priority each month.
Payment Assistance Programs
If you are struggling financially and unable to pay your water bill, Roswell has programs that may be able to help. Contact the Utility Billing office to ask about possible payment assistance or extended payment plans.
Some of the assistance programs available for low income residents include:
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LIHEAP: Provides federal funds to help cover home energy and water costs. Apply through the New Mexico Human Services Department.
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Project Share: Administered by the Salvation Army to help pay utility bills for those in need.
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St. Vincent de Paul: This non-profit organization can provide money to pay overdue utility bills.
Don’t wait until your water is shut off to ask about bill payment assistance. Speak to a customer service rep as soon as you anticipate having trouble paying your water bill.
New Service and Final Bills
If you are establishing new water service in Roswell or disconnecting existing service, you’ll need to contact the Utility Billing office. They can explain final billing procedures and help transfer service when moving.
New customers must fill out a water service application and pay a deposit to start water delivery. When moving out, submit a water termination notice and provide a forwarding address for your final bill.
Stay Informed About Your Water Account
Creating an online account allows you to monitor your daily water usage and receive notifications about your account. You’ll be alerted to leaks, high usage, bills ready to view and other activity.
Check your account regularly to ensure accurate billing and catch any problems early. Being an informed customer makes paying your water bill easier.
Paying your water bill on time is a responsibility all Roswell residents share. Understanding the various payment options available from the City utility department can help avoid service disruptions. Pay online, by phone, by mail or in person – choose the payment method that fits your needs. And ask about assistance programs if money is tight. Maintaining water service is essential.
Accounts must be brought up to date
The City of Roswell Water Billing Office is currently requiring all past-due accounts to be paid, and/or a payment plan established, in order to avoid services being shut off to the account customer. If you need to bring your account payments up to date, please come by so the staff can work with you to assist you in taking care of your account.
On Sept. 1, 2022, the city will begin shutting off water to delinquent accounts that have not arranged a payment plan with the city. Customers are responsible for amounts billed as of Jan. 1, 2022, and must maintain proper payment of their accounts moving forward. If your account is delinquent, please make proper payment or arrangements immediately so your water service will not be disconnected. Any account that is disconnected must be paid in full before it will be reconnected. Payment can be made by any of multiple options: • The City of Roswell accepts cash, check, credit/debit cards (in person or online) or money order. • Phone payments are accepted (575-624-6711). • Online payment can be made at roswellnmcitizens.munisselfservice.com. • Payments can be mailed to or dropped off at the Utility Billing Office (415 N. Richardson Ave.) or placed in the payment drop box on North Richardson Avenue across from the Utility Billing Office. Any account holder who is unable to pay an outstanding balance may come by the Utility Billing Office to request a payment plan. This must be done in person. The length of the payment plan will be based on the total amount owed. To be eligible for the Extended Payment Program, the account holder must: Be delinquent in payment for water services and have received a past-due notice, and 2. Have a satisfactory payment history with the utility. A satisfactory payment history means the customer has never failed to comply with all terms of any prior Extended Payment Agreement with the Utility and during the previous 18 months the customer has not had more than two of the following: issuance of a non-sufficient funds (NSF) check to the Utility or a similar returned credit item; the posting of a turn-off tag by the Utility on the service; or termination of the service, and 3. Have an account classified as a metered single-family residence; multi-family residence with individually metered units, or commercial account. Any disconnected account that remains with an outstanding balance is subject to the placement of a property lien and/or collection action being pursued in Magistrate Court. If you have questions, please call the Water Billing Office at 575-624-671
The City of Roswells water customer online self-pay and recurring payment system has changed. The previous system is no longer available. It has been replaced by a new system designed to be easier for customers to use.
To access the new system, you may continue using the same bill pay links on the City website or visit click here. All customers will need to set up a new account on the new system. For more information or assistance, please call the Utility Billing Office at (575) 624-6711.
The Utilities Billing Department consists of 6 employees all working together to provide the citizens of Roswell with water services.
Our major task is to accurately gather the necessary information to keep the water flowing to some 18,000 households and to prepare our customers monthly water usage bills.
This process is accomplished by physically reading water meters, analyzing the data and submitting these results for billing purposes.
The department also acts as the payment collect point for the citys water bills and to assist customers on a variety of issues concerning the citys water system.
Anyone experiencing any problems related to a meter should call Central Control at (575) 347- 5421. If there is a leak around the new water meter, please do not call a plumber. Make sure to contact Central Control.
Anyone with questions or concerns about a water bill is encouraged to call (575) 624-6711 or send an email.
The City of Roswell may put into effect an annual water and sewer rate adjustment as established by city ordinance. This adjustment is based on the Consumer Price Index associated with utility costs. The actual increase translates to different dollar amounts for different customers depending on the customers meter size and water usage.
The adjustment, established in a 2013 city ordinance, adjusts the water and sewer rates to ensure the city has sufficient revenue to take care of system maintenance. Although the sanitation fee is also on the water/sewer bill, this adjustment impacts only water and sewer rates.