How do I initiate utility service with the City of Westerville?
Please call 901-6430 or visit the Utility Billing Department at 64 East Walnut Street to establish a utility account and receive important information regarding the services provided by the City. At the time of application for electric service, a deposit will be required for residential or commercial consumers who rent or lease the premises in which electric service is provided. The deposit may be waived if the consumer has a history of no credit infractions with the City of Westerville or if the consumer can supply proof of no credit infractions from another utility.
When will I receive my utility bill?
Bills are mailed by the last business day of each month with a due date of the 15th of the following month. Your bill includes meter and consumption information used to calculate utility charges. In addition, your utility contains a 13-month graph to illustrate your usage patterns for electric and water service. Enclosed with each bill are a remittance stub and a return payment envelope.
What other payment options are available to utility customers?
The City currently accepts payments from several on-line payment systems, such as Checkfree or those offered by most banks. If using on-line banking to pay for your utility services, please allow 5-7 days for processing as some banks bundle payments for Westerville customers and mail a bulk check weekly.
Of if you prefer, the City offers the bank draft option whereby the amount of your account balance is electronically withdrawn from your bank account each month on the due date. A bill is still provided to you (without a return envelope), so that you’ll know in advance what amount will be withdrawn on the due date. To enroll in the bank draft program, please complete and return the form. So that we’ll have the correct bank information needed, we ask that you include a voided check with your enrollment form. If you prefer to have an enrollment form mailed to you, please call 901-6430 to request one.
If you have additional questions, please contact the Westerville Utility Billing Division Monday through Friday, between the hours of 8:00 a.m. - 5:00 p.m. at (614) 901-6430 or stop by our office located at 64 E. Walnut Street.
Can I get assistance in paying my utility charges?
The Ohio Department of Development (ODOD), is the administrator for the HEAP Program (energy assistance program) in Ohio. To speak with a HEAP representative, call toll-free at 1-800-282-0880 during regular business hours (7:00 a.m. to 5 p.m.), Monday through Friday. For hearing-impaired with a telecommunications device for the deaf (TTD), call toll-free at 1-800-686-1557 or in Franklin County, call (614) 752-8808. To obtain information about guidelines for assistance and an application form, visit the Ohio Department of Development website at http://development.ohio.gov.
Do you read our meters every month?
Meter reading is scheduled every month for your meters. If for some reason the meters cannot be read, a self-read card is left at the premises for you to complete and phone in (901-6430).
How do you read my water meter when the meter is inside my house?
Most of the water meters in Westerville have a remote reading receptacle located on the outside of the house. A handheld reading device is inserted into the remote receptacle and the reading from the inside meter is recorded electronically for uploading to your account.
The meter reader left a card for me to use in recording my meter readings. How do you read the meters?
The majority of the electric and water meters in the City of Westerville are similar to an automobile odometer. Use the card provided by the meter reader to record the numbers from left to right as indicated on the meters at your premises. If you have a dial meter, simply position arrows on the card diagram as you see them on the meter. When you have recorded your readings or if you need assistance, please call 901-6430.
My usage is high – can the meter be running fast?
Meters (water or electric) rarely run fast, and if they do, the percentage of accuracy is usually insignificant. If your billed usage is exceptionally high, it could be the result of a number of possibilities that together we can investigate. The things we would want to do are:
• Recheck the reading that was used for billing to verify its accuracy
• Review your account history to ascertain that the high bill this month was not the result of low estimating during a prior billing period
• Consider conditions at your premises that may have caused unusual usage or utility waste, such as:
- Change in family size or patterns of usage
- Activities at the premise that caused a greater demand for the service (renovations, new sod, gardening, pool filling, yard lights, air conditioning in spring or summer, or heating requirements in fall or winter, etc.)
- Malfunctioning appliances that draw supply (for example, lights or fans or toilets running continuously)
- Water waste resulting of dripping faucets, shower heads, or outside spigots and hoses
My utility charges seem high this month. Can you explain why?
Many variables can affect your charges for utility services. Remember, charges are calculated based on usage as metered and read monthly. Electric usage generally fluctuates with changes in outdoor temperatures, especially when your house or building is heated or cooled electrically. Water usage also tends to increase during spring and summer seasons with the use of water for gardening, showers and baths, car washing and recreation. Since water consumption is used to determine sewer usage, sewer charges increase along with water charges. Although charges may fluctuate slightly depending on the number of days between readings, many variances in usage patterns can be attributed to malfunctioning appliances that continuously draw power (electricity) or water.
Electric, water and sewer bills are based on consumption, and the number of days in the service period will cause your bill to vary from month to month. Refuse is billed each month at a flat rate that is determined based on whether you are a residential or commercial customer.
Contact Customer Service at (614) 901-6430, if you believe your billed usage for electric or water is incorrect. To obtain information regarding the rates at which each service is billed, please click here.
What are the current rates for electric, water, sewer and refuse services?
Information relating to current utility rates is available by clicking here.
Why are sewer charges higher than water charges?
Each service (water or sewer) is a different utility, with specific and independent costs of operation. Federal and state environmental regulations mandate specific treatment processes, the cost of which is recovered through utility rates. Sewer treatment services in Westerville are provided by the City of Columbus. Accordingly, rates established for customers in Westerville are set to cover charges paid to the City by Columbus.
Can I get on a budget to pay my utility charges?
The City of Westerville offers a budget billing option to residential homeowners with one year of history with the City. With budget billing, you can make a budgeted payment each month that is approximately equal to the average monthly utility charge during the prior 12-month period. Although the amount to be paid each month remains the same, actual charges are calculated monthly, and any difference between the amount paid and the amount charged is held as a deferred balance. A requirement of this program is that your budget amount must be paid by the due date each month.
The account of each budget customer will be reviewed at least twice a year to ensure that the budgeted amount is close to the current monthly average. When necessary, the budget amount may be adjusted to keep the deferred balance low. One time annually a “settle-up” process takes place and any deferred balance is applied to the account balance. If charges for the prior 12 months have been greater than the amount paid, the balance due will be added to the bill; if the charges were less than the amount paid, the deferred credit will be applied to the account balance.
This option can be helpful to customers who wish to level out their utility payments and reduce payment difficulties during months when charges may be unusually high. For more information about the budget billing option, or to enroll by telephone, please contact one of our customer service representatives at 901-6430.
Why didn’t I receive a bill this month?
All utility bills are printed and mailed by the last working day of each month. If your bill cannot be delivered because of an addressing problem, it is returned to the City for correction and mailing. If you experience this problem repeatedly, please contact one of our customer service representatives at 901-6430, so that we can begin to investigate the problem. You may request a copy of your bill by calling 901-6430.
Where can I pay my bill?
The following bill paying options are offered by the City of Westerville:
1. Mail your payment to: City of Westerville, PO BOX 6107, Westerville, OH 43086-6107
2. Pay in person at the Utility Billing Department, 64 E. Walnut St, 8:00 a.m. – 5:00 p.m.
3. Drop boxes available at 64 E. Walnut St. and 21 S. State St.
4. Electronic bank drafting of your payment on the 15th of each month.
5. On-line bill pay programs offered by banks or other bill payment vendors
Can I pay the utility charges with credit card?
At this time, this option is not available with the City of Westerville.
Although I have signed up for the bank draft option of bill payment, I still receive a monthly bill. Why is that?
The bill you receive is your record of the information used to calculate your utility charges (reading dates, meter readings, usage and charges). Many customers are interested in this information and keep it for their records. As a bank draft customer, however, your bill will include a note as follows: “Bank draft-Do not pay.”
I can’t pay my entire bill this month. Will you accept a partial payment?
Please contact our customer service representatives at (614) 901-6430 to discuss a payment plan to resolve your balance.