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1. What to do if I think my water meter is not reading my water consumption correctly?

The meter only measures water that runs through it and has historically been very accurate.  However, if you feel the meter is reading incorrectly, the City offers an onsite test for a $40 fee. If the meter is malfunctioning, the $40 fee will be waived.  

2. Can I monitor my water usage?

To monitor your residential water consumption, go to the MyCelinaH2O portal.  Signup is free.  All that is needed is your utility account number and security token both can be found on your bill.  The portal will allow residents to view consumption by hour, day, weekly and monthly and even step up alerts.  For more information visit MyCelinaH20 webpage.

3. Where can I find and pay my utility bill online?

Customers can see their current utility balance online at municipalonlinepayments.com.  To quickly see your balance, click the “Quick Pay” option and then enter your account number along with the amount of your last payment.  The second option is the account management login.  This will allow the user to view their account detail, setup a monthly online bill payment and service multiple account.  Please note, when setting up a reoccurring credit card payment online, bills are due on the 10^th and unpaid balances will incur a penalty on the 11^th.

4. Do you offer autopay?

Yes, the city offers customers auto bank draft. Your bill will draft automatically on the 10^th of each month, the bill’s due date.  To setup, complete the Auto Draft form found in the forms section and submit to UB@celina-tx.com or call customer service during business hours at 972-382-3345 to help setup the payment. Or you can setup for credit card draft online at https://www.municipalonlinepayments.com/celinatx.. Please not all bills are due on the 10th of each month. A penalty will be incurred if paid afterwards. The credit card draft service allows customers to setup services anytime.

5. Why does the city let water flow from the fire hydrants?

Fire hydrants are occasionally flushed to keep the water supply fresh and clean for our residents.  Watch this video from the City of Plano explaining one reason why cities flush hydrant. 

6. Is it the homeowner’s responsibility to repair water leaks and broken pipes?

Depends.  Any leaks or broken pipes on the homeowner’s property leading up to the water meter, generally located at the curb, is the responsibility of the property owner to repair.  If a leak or broken pipe is found from the water meter after the curb towards the street, call the City immediately at 972-382-3345.

7. Does the City replace meters on a schedule?

The City changes out residential water meters with new meters on a ten- to fifteen-year cycle. This is because meters run slow as they age; to assure accuracy of billings we have to change them out. When meters age, they typically run slow or stop running completely. If the City did not regularly replace the meters, we would need to test all residential meters as they age to ensure they were operating within standards.

8. I have a water leak. What is my responsibility and what is the City’s responsibility?

The City delivers water to and through the water meter.  Any leak between the water meter and your house is the responsibility of the property owner to repair.  If the leak occurs at the water meter or in the street, it is the City’s responsibility.

9. Why is my water off?

The water department may occasionally shutoff water to make repairs or because of a customer’s outstanding bill.  If shutoff is due to repairs, the City will make every effort to notify the public.  If the shutoff is due to an outstanding bill, a door hanger will be left on resident’s front door.  If you have not been notified, please contact 972-382-3345 to report your location.

10. Why is my water cloudy?

Occasionally your water may appear ‘cloudy’. The City recommends running the taps for a few minutes and, in most cases, the water will become ‘clear’ again. If you continue to have concerns, contact 972-382-3345.

11. Can the City use water revenues to pay for anything? Like buying a fire truck or building a road?

No; the Water/Sewer Fund is self-sustaining entity, similar to a not-for-profit business. All revenues charged for water distribution and sewer treatment go directly back to the water fund for maintenance, operations, and capital costs. The City only charges costs needed to provide service to customers. That means we only pay for our costs for water and sewer treatment and supply, operations, and capital costs to ensure we can provide unlimited water and sewer to our customers on demand. The water/wastewater fund is separate from and is not supplemented by General Fund.

12. How does Celina calculate winter wastewater rates? Celina does not use winter averaging, which many cities use.

Celina currently caps wastewater usage for residential customers at 11,000 gallons per month. This is a common means of charging for wastewater service, especially for smaller cities. Usage caps are common, and are easy to understand and implement. However, winter averages are not always effective in warm climates like North Texas. If a resident waters his or her lawn in the winter months, they pay sewer charges even under a winter average system. 

In future years, Celina may consider the adoption of a winter average rate however, to do so now would result in substantial increases to low volume and low income customers. This is because there are fewer billing units charged under a winter average system, so the per 1,000 gallon charge must be higher in this scenario. As Celina gradually reduces the cap, the City will approach a point in the future where the adoption of a winter average will not result in as significant an increase in the lower volume customers. The Council may consider a winter average at that time.