Read the Frequently Asked Questions
The FAQs page, provided by our water association, addresses common questions regarding water services. Find answers below regarding billing, service interruptions, leaks, and more.
What Should I Do if I Didn’t Receive My Bill?
If you haven’t received your bill by the 5th of the month, please reach out to us. We can provide you with the amount due. Remember, bills are always due by 4:00 pm on the 10th of the month, and not receiving your bill does not exempt you from service disconnection. Pay by Check only in the office. If payment is made after 4 pm there may be an additional fee. If payment is made after 4pm there may be an additional fee.
What is the Service Disconnection Policy?
If payment is not received by 4:00 PM on the 10th of the following month, a $50.00 delinquent fee will be added, and service may be disconnected. If your service is disconnected due to non-payment, a $50 delinquent fee will apply. Services are subject to disconnection after the second month of non-payment. Both the delinquent bill and the current bill must be paid in full before service will be restored. There will be an extra charge for after hours fee.
Why was my water bill estimated?
At Otis Mutual Domestic Water, we strive to ensure that your water billing is accurate and timely. In instances where an actual meter reading is not available, your water bill will be estimated based on the usage from the same month of the previous year. This method helps provide a fair approximation of your water consumption, ensuring that billing remains as consistent as possible.
If you have any questions about your bill or need further clarification, please don’t hesitate to reach out to our customer service team. We’re here to assist you! You can reach our office at (575)236-6351.
Can I Pay Field Personnel to Keep My Water Service on?
No, payments cannot be made to field personnel. To ensure your payment is properly processed and your water service remains active, all payments must be made directly at our office. Please visit us during regular business hours or contact us for more details on how to make your payment.
How Long Does It Take to Restore Water Service After Disconnection?
Water service will be restored on the same day if payment in full is made before 4:00 PM. If payment is made after this time, service will be restored the next morning.
Who is Responsible for Addressing Leaks?
If a leak occurs on your property, it is the homeowner’s responsibility. However, if the leak is on our side of the meter, please contact us, and we will promptly send someone to fix it.
Why Wasn’t I Notified About a Water Service Interruption?
While we strive to minimize disruptions, sometimes unforeseen circumstances, like water main breaks, may lead to unscheduled shutoffs. We make every effort to inform customers, but in certain situations, notification may not be possible.
Why is it important for my service address to be correct?
It is essential that your service address is accurate in our records to ensure seamless communication and service delivery. A correct address helps us match your account with 911 and emergency services, ensuring that any urgent situations are handled quickly and efficiently. Additionally, having the correct address is crucial for accurate billing, scheduling maintenance, and providing proper service updates. We appreciate your cooperation in keeping this information up to date to ensure the best possible service.
Why Wasn’t I Notified in Person About Water Disconnection?
Ensuring the safety of our utility workers is paramount. For this reason, we do not conduct door-to-door notifications prior to water disconnections.
How Can I Address the Rotten Egg Smell in My Water?
If you detect a rotten egg smell, determine if it originates from the hot or cold tap. For hot water, increase your water heater temperature to a minimum of 165 degrees Fahrenheit to prevent bacterial growth. Alternatively, replace an old aluminum or magnesium anode in the water heater with an aluminum/zinc anode. If the issue persists with the cold water tap, please contact our office, and we will schedule a Water Utility Operator to flush the lines.
Whom Should I Contact if I Suspect a Problem with the Water?
During office hours, please call our office at (575) 236-6351. For after-hours assistance, you can reach our “On Call” service at (575) 361-5499. Our on-call service is available 24 hours a day to address any water-related concerns.
Reach Out to Us
For any additional questions or assistance, please contact Otis Mutual Domestic Water Consumers & Sewage Works Association. Our dedicated team is here to address your concerns and provide support when needed. Get in Touch