Customer Service / Water Billing
All customers who utilized the suspension of disconnection service, provided in recent months by the city, will be required to enter into a written repayment plan starting July 1, 2020. If no repayment plan is agreed to, the customer will be notified of pending shutoff by Aug. 1, 2020. Call 624-6711 for more information about setting up a repayment plan.
The Utilities Billing Department consists of 10 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 city’s water bills and to assist customers on a variety of issues concerning the city’s 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.
Annual rate adjustmentThe 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 customer’s 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.