Customer Support FAQs

Have questions about your bill, stormwater fees, sewer back-ups, and other utility-related issues? Find answers to our most frequently asked questions here!

We are open Monday thru Friday from 7:30–5:30. Our call center will be closed for training on Wednesday, September 29 from 2–4, payments can still be made via telephone during this time.

Our phone number is 260-427-1234.

We now offer Payment By Phone. You may call 260-427-1234 and follow the prompts to make a payment. Payments can also be made at our kiosks located at 200 E. Berry Street, Suite 130 in Citizens Square.

You may call 260-427-1234 and follow the prompts to hear your account balance. You can also view your balance through the City Utilities payment portal. You will need the account number and the last four digits of the social security number or the person listed on the account.

If your water bill is higher than you expected or higher than usual, consider some of the following possible causes:

  • Have you been watering your lawn or outdoor plants more than usual?
  • Do you have a pool that you recently filled?
  • Have more people moved into your household or have you had guests? Adding people to a household can cause water usage to go up.
  • Another reason for an unexpectedly high bill is a water leak. Learn how to find and fix water leaks in your home.

City Utilities provides an excellent resource to help you find and fix water leaks.

Sewer bills are based on water consumption. If you have a well for water but you have sanitary sewer service from Fort Wayne City Utilities, you will be charged a flat rate for your monthly sewer bill. See City Utilities’ Sewer Rates.

The sewer bill is based on water consumption that has flowed through the meter. There is no way we can distinguish between water that has been used for domestic use and water that has been used for watering the customer’s lawn. Therefore, no adjustments for watering the customer lawn shall be given. We suggest that a separate water only system such as a sprinkling system is installed.

Not every household uses the same amount of water. On the average, each person uses 3 units per month. So a small family may use between 3 and 6 units of water each month while a large family will use more.

There are variables on this depending on each household and circumstance. If you have any questions, please call Customer Support at 260-427-1234

The stormwater fee is charged to all of our customers who are considered in the City. Even though you may not have storm sewers directly on your property, the water will eventually reach our storm drains. The fees are used to maintain the storm drains.

There are several things we ask our customers: Has someone accidentally turned the main water valve off? If it is in the winter, have you checked for frozen pipes? Have you checked with your neighbors to see if they have water? There may be a water main break that hasn’t been reported. If none of these situations apply, please call Customer Support at 260-427-1234.

To report a sewer backup problem, you may call Fort Wayne Citizen Services Center by dialing 311. For after hour calls, please listen to the prompts to be forwarded to the appropriate department.

We are responsible for the main line all the way to the curb stop. The customer is responsible from the curb stop to the residence and all problems that stem from there. We do service the water meter that is located at the residence.