Southern Utilities: Providing Reliable Water Service in Tyler, Texas

For over 60 years, Southern Utilities has been the trusted water utility provider for residents and businesses in Tyler, Texas and surrounding areas. As the largest privately-owned water utility in the state, they are committed to supplying high quality, reliable water service to support the community. In this comprehensive article, we’ll explore Southern Utilities Tyler – from their history and service areas to bill payment, conservation programs, and more.

Overview of Southern Utilities

Southern Utilities is a private water company that operates in Tyler, Texas along with nearby towns and communities in Smith, Cherokee, and Rusk Counties. Their corporate office is located in Tyler

The company provides water service to over 62,000 customers across their territories. They pump, treat, and deliver over 7 billion gallons of drinking water annually through nearly 1,000 miles of water lines.

Southern Utilities Tyler owns and operates 7 groundwater wells that draw from the Carrizo-Wilcox Queen City and Sparta aquifers. They also purchase treated surface water as needed from the City of Tyler.

The company was founded in 1964 when several small private water utilities consolidated to form Southern Utilities. For over half a century they’ve expanded to become the largest private water provider in Texas focused on supplying safe, reliable water.

Southern Utilities Service Areas

Southern Utilities provides water service to these cities and communities near Tyler

Smith County: Tyler, Arp, Bullard, Flint, Hideaway, Lindale, New Chapel Hill, Noonday, Troup, Whitehouse, Winona

Cherokee County: Jacksonville, New Summerfield, Reklaw, Rusk

Rusk County: Henderson, Kilgore, Overton

They deliver water to residential neighborhoods, commercial buildings, industrial facilities, schools, and hospitals throughout these service areas. The company has invested over $150 million in infrastructure and operational improvements to support growth and development across the regions.

Southern Utilities serves as the sole provider in many water districts, while also supplying wholesale water to a few select municipalities that operate their own distribution systems.

Water Treatment and Quality Testing

Southern Utilities Tyler’s groundwater supply comes from the Carrizo-Wilcox, Queen City, and Sparta aquifers located between 100 to 600 feet underground. To treat this well water, facilities utilize aeration, pH adjustment, chlorine disinfection, and fluoride injection.

For purchased surface water, the City of Tyler treats and filters supplies from Lake Palestine before delivery to Southern Utilities. This treated water mixes with well water in the distribution system.

To ensure water quality and safety, independent testing is conducted daily throughout the water systems. Samples are analyzed for bacteria, chlorine residuals, pH, fluoride, and other parameters.

Southern Utilities submits monthly reports to the Texas Commission on Environmental Quality (TCEQ) to demonstrate compliance with all state and federal drinking water standards.

Billing and Payment Options

Southern Utilities provides water bills monthly for residential customers and bimonthly for commercial accounts. The due date is typically 15 days after the billing date. Customers can pay their water bill through:

  • Mail by sending a check or money order to the Tyler office.

  • Phone by calling the billing department and making a credit card payment.

  • Online using the payment portal via

  • In person at one of their local customer service offices.

  • AutoPay to have payments automatically deducted from a bank account each month.

  • Drop boxes located outside Southern Utilities offices to leave check or money order payments.

If facing financial hardship, customers can inquire about payment arrangements on outstanding balances. Low-income households may also qualify for a discount through the company’s Affordability Program.

Water Rates and Fees

Southern Utilities Tyler charges regulated water rates that are approved by the Texas Public Utility Commission. Current rates effective as of October 2022 are:

  • Monthly Base Charge: $20.88

  • Volumetric Rate: $3.80 per 1,000 gallons

  • Senior Volumetric Rate: $3.42 per 1,000 gallons (for ages 65+)

There are also standard service fees for new customer account setup, meter testing by request, service trips for leaks, and other activities.

Southern Utilities must justify rate increase requests through formal filings with cost of service data. Most rate cases are limited to an increase of up to 5% in total system revenues.

Conservation Programs and Rebates

Southern Utilities encourages water conservation among residential and commercial customers. Their conservation programs include:

  • Free residential water audits to check for leaks and identify savings opportunities.

  • Rebates up to $100 for installing high efficiency toilets and other fixtures.

  • Rebates up to $400 for smart irrigation controllers that optimize outdoor watering.

  • Free sprinkler system inspections to assist customers in reducing outdoor usage.

  • Bill credits for enrolling in their demand response program to cut peak use.

  • Customer education on gardening, irrigation, and ways to reduce daily water consumption.

By taking advantage of these programs, Southern Utilities customers in Tyler can play an active role in preserving local water resources.

Customer Service Options

Southern Utilities Tyler provides customer service through:

  • Phone: Call 903-593-2588 Monday to Friday from 8am to 4pm to speak with a customer service representative. After hours, an emergency dispatcher is available for urgent issues involving water outages, leaks, or other priority needs.

  • Email: Reach the customer service team by emailing [email protected]. Expect a response within 1 business day.

  • Online customer portal: Manage your account, pay bills, view usage, and more through the online portal accessible 24/7.

  • Mobile app: Download the Southern Utilities customer app on iOS or Android to conveniently report issues, make payments, and more.

  • In person: Visit the office at 218 N Broadway Ave in Tyler. Monday to Friday 8am to 4pm.

  • Mail: Send account inquiries, payments, and other correspondence to: Southern Utilities, 218 N Broadway Ave, Tyler, TX 75702.

The customer service team stands ready to answer questions, handle new service requests, and address any issues to ensure complete satisfaction.

New Water Service Connection Process

To establish new water service through Southern Utilities Tyler, customers must submit an application and go through an standard installation procedure:

  1. Obtain an Application for Water Service form online or from the Tyler office. Fill out with your contact and property info.

  2. For newly constructed buildings, attach building plans for engineering review to determine meter size and other requirements.

  3. Pay any associated deposits or fees listed on the application. A $20 service initiation fee applies at minimum.

  4. Email, mail, or drop off the completed application with payment to Southern Utilities.

  5. Wait for an approved permit then schedule a mutually agreeable date for the meter installation.

  6. Be present at the property on the set date and time to grant access and inspect the work.

  7. Activate your new account. Once the meter is installed, water service begins immediately after activation.

Allow up to 10 business days for the application review and installation process to be completed after submitting your new service request.

Company History and Accreditations

Southern Utilities has served Tyler and surrounding areas for over 50 years. Here are some key facts about their history and achievements:

  • Founded in 1964 from the consolidation of 7 small private water companies that each served specific communities.

  • Built the $1.2 million Lake Tyler Treatment Plant in 1985 to access surface water. This plant was sold to the City of Tyler in 1989.

  • Earned the EPA Regional WaterSense Partner of the Year award in 2015 for outstanding conservation efforts.

  • Received the TCEQ Texas Environmental Excellence Award in 2004 and the Governor’s Award for Environmental Excellence in 1997.

  • Maintains a Superior water system rating and 5-Star Customer Service rating from the Public Utility Commission every year since 2014.

  • Recognized as a Tyler Chamber of Commerce Chairman’s Award winner in 2022 for dedicated community service.

With a longstanding presence providing essential water service in the region, Southern Utilities Tyler has built trust and reliability as the community has grown.

Is Southern Utilities a Good Company?

Southern Utilities has a reputation for being among the most highly-rated private water utilities in Texas. They consistently earn top marks for customer satisfaction, transparent billing, responsive service, water quality, conservation efforts and community involvement.

Both the Better Business Bureau and Google business reviews show predominantly 5-star ratings from Southern Utilities customers in the Tyler area. They are praised for their knowledgeable staff, quick response times, ease of making payments, and resolution of issues.

Based on stability from years of service, investments in infrastructure, accreditations earned, and customer reviews – Southern Utilities delivers as a trustworthy water company meeting Tyler’s needs today and for the future. Reliable water service supports the community’s growth and economic vitality.

For over half a century, Southern Utilities Company has provided Tyler, Texas and nearby cities with quality water service. Their groundwater wells, treatment facilities, conservation programs, customer service offerings, and community involvement demonstrate a commitment to the regions they serve. With steady investments in their water

Southern Utilities Tyler

BBB Rating & Accreditation

Accredited Since: 3/8/2017

Years in Business: 60

Customer Reviews are not used in the calculation of BBB Rating

Need to file a complaint? BBB is here to help. Well guide you through the process. How BBB Processes Complaints and Reviews

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Southern Utilities Water in Tyler Texas

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