How will billing be different?
You will receive a monthly water bill from Cleveland Water and a monthly sewer bill from Northeast Ohio Regional Sewer District. You will also receive a quarterly bill from Cleveland Heights for landfill charges and local sewer maintenance.
When will I receive my first bill?
You will receive your last water bill from Cleveland Heights in January 2017. You will receive your first water bill from Cleveland Water in February 2017.
If my service is currently disconnected due to non-payment, will I automatically be turned on by Cleveland Water?
No. Upon the date of transition (January 3, 2017), all active Cleveland Heights accounts will be converted to Cleveland Water accounts. If you are currently disconnected for non-payment, you must pay your balance in full to Cleveland Heights Water Division before Cleveland Water can turn your service on. Although water is turned off by Cleveland Heights, CWD considers the account as active and will assess the monthly fixed charge even though there is no water usage. Any balance with Cleveland Heights and Cleveland Water must be paid in full to ensure water service.
If my meter is currently malfunctioning, who pays?
Cleveland Water will change your meter to an automatic meter reader free of charge as part of the conversion in 2017. After the conversion is complete, the homeowner is responsible for the meter and outside service point remaining accessible for reads and repairs.
How is my rate determined?
Your rates are based on your distance from, and elevation above, Lake Erie. Most Cleveland Heights water customers are in the Second High service area, with a few customers located in the First High service area.
I have a question and need to get answers.
You can reach the Cleveland Water customer service department at 216.664.3130 for assistance. Representatives are ready to answer any questions you may have about service, billing, starting or terminating service.
When is Cleveland Water open?
Cleveland Water is open from 7:30 a.m.–5:30p.m. Monday-Friday. Emergency teams are on call 24 hours a day, 7 days a week and can be reached at 216.664.3060
How can I identify a Cleveland Water employee who comes to my business or home?
• All employees are required to wear clothing with a Cleveland Water
emblem or logo embroidered on the front of either their jacket or shirt
• Vehicles are white or blue and are marked with the Cleveland Water
logo on the door or side of the trucks
• All employees are issued Cleveland Water identification
cards and they must be displayed for customers to see
For your safety, always ask for identification before allowing anyone into your home. Should someone posing as an employee refuse to show you their identification card, do not let them in and call 911.
Will my water bill be different with Cleveland Water?
Following the transition, you will receive two bills every month:
• One monthly bill from Cleveland Water for your water charges, and
• One monthly bill from the Northeast Ohio Regional Sewer District (NEORSD) for your sewer charges.
Cleveland Heights will remain the local billing agent for landfill and local sewer maintenance. While your quarterly bill for these charges may be paid at Cleveland Heights City Hall, you will not be able to pay your Cleveland Water and NEORSD bills at Cleveland Heights City Hall.
I lost my water bill, what should I do?
Customers can sign up for paperless billing at clevelandwater.com. Thier customers can make payments without fees, schedule automatic payments, view account history and set up text and email alerts. Customers can also call 216.664.3130 to request a duplicate bill.
I would like to pay my bill. Where and how can I pay my bill?
Cleveland Water offers several convenient ways to pay your bill.
www.ClevelandWater.com (Cleveland Water bills only)
2. By Phone:
Automated Phone Payment System (24 hours) 216.446.6834
3. By Mail:
P.O. Box 94540 Cleveland, OH 44101-4540
4. In Person:
Carl B. Stokes Public Utilities Building
1201 Lakeside Avenue
Cleveland, Ohio 44114-1132
I received a water bill even though I was out of town for four months and didn’t use any water. Can you explain why?
Customers who use no water must pay a minimum monthly customer service charge based on meter size, to ensure that water service is available to the property.
Several water bills have piled up on me. What should I do to take care of them?
Customers can contact the collections department at 216.664.2700. A representative will help you structure a plan to pay your bills in full and avoid any interruption in service.
Can I pay my water and sewer bill with one check?
No, checks should be written separately to pay your water bill to Cleveland Water and sewer bill to Northeast Ohio Regional Sewer District.
Can I still pay my water and sewer bills at Cleveland Heights?
No, unless the bill is for past due amounts from Cleveland Heights Water. Payments should be made directly to Cleveland Water and Northeast Ohio Regional Sewer District.
I’m a senior citizen. Am I eligible for discounted water service?
Cleveland Water offers a variety of discount programs to help our customers save money on their water bills and find assistance to make necessary plumbing repairs.
• THE AFFORDABILITY PROGRAM Cleveland Housing Network 888.901.1222, offers a 40% discount on all standard water charges. You must own and live at the applying service address and have a total household income at, or below, the current income guidelines.
• THE HOMESTEAD DISCOUNT PROGRAM Cleveland Water 216.664.3130, offers a lower fixed charge and consumption rate. To qualify you must be 65 years of age or older OR be permanently and totally disabled; own and live at the property; and, meet income requirements.
• THE SUMMER SPRINKLING PROGRAM NEORSD 216.881.8247, offers reduced residential sewer bills during the summer months. To participate in the program, your sewer bill must reflect charges from NEORSD and you must own and live at the residence.
• WATER LINE PROTECTION PROGRAMS Dominion Products and Services, Inc. 888.396.5374, offers affordable solutions to eliminate the cost and stress of unexpected repairs to water and sewer pipes and in-home plumbing systems.
* Customers already enrolled in Cleveland Heights’ Homestead or Summer Sprinkling programs will not need to reapply for 2017.
I have questions about water quality. Who do I contact?
The health of our customers and community is of vital importance to us. Cleveland Water works hard to ensure that our customers receive the highest quality water at all times. We are confident your water is safe and we are ready to answer your questions. If you want more information, visit our website, view our Water Quality Report, or call our Water Quality Line at 216.664.2639.
Whom should I call if a water main breaks?
Call the Emergency Dispatch (or Communication) Center at 216.664.3060 for broken mains, missing manhole covers, poor water pressure, and depressions where water main work has been performed.
Who should I call if my sewer backs up into my basement?
Contact Northeast Ohio Regional Sewer District (NEORSD) at 216.888.6600
If I need to make repairs, whom should I call to have my water turned off or on?
Call the customer service department at 216.664.3130 between 7:30 a.m.–5:30 p.m. Monday-Friday. Any emergencies after 5:30 p.m. call the Emergency Dispatch (or Communication) Center at 216.664.3060.
How can I schedule an inspection to make sure my plumbing repairs are up to code?
Customers can call the Permit & Sales department at 216.664.2444 ext. 5209 to schedule an inspector to come out and check plumbing after repairs have been carried out to verify that the work was done to code. This pertains to meter related plumbing and the outside line to the point of entry of the home only.
Important numbers to remember.
1. Billing Issue (Water & Sewer) Cleveland Water 216.664.3130
2. Leaks & Breaks Cleveland Water Emergency Line 216.664.3060
3. Automated Phone Payment System 216.446.6834