Santa Fe Water Bill & Service Help
Need to pay a City of Santa Fe utility bill, call customer service, start or stop water service, use EyeOnWater, submit leak adjustment documents, ask about a past-due bill, or report an emergency turn-off after hours? Use this scan-first guide to reach the correct official page without reading filler.
Fast Answer: Pick Your Santa Fe Utility Task
Use Paymentus online or call the automated payment system at 505-955-6100.
Pay onlineSubmit complete signed documents by email, mail, or the 801 W. San Mateo drop box.
Start / stop serviceSet EyeOnWater alerts and use the leak adjustment form if a repaired leak caused a spike.
EyeOnWater infoAfter 5 p.m. on weekdays or on weekends, call 505-955-4300 for water emergencies.
Emergency detailsCity of Santa Fe Utility Bill Payment Options
Santa Fe utility billing covers water, refuse, sewer and stormwater billing. Choose the payment method based on urgency, posting timing, and whether the account is already delinquent.
| Payment method | Official detail | Best for | Important warning |
|---|---|---|---|
| Paymentus online | Use the official City of Santa Fe Paymentus customer portal. One-time payment is available without registration. | Routine current bills and online confirmation. | Have the account number from the paper bill ready and verify the service address before paying. |
| Automated phone payment | Call the free automated pay system at 505-955-6100. | Phone payment without logging into the web portal. | Keep the confirmation number until the account updates. |
| Mail payment | Collections page lists mailed payments to City of Santa Fe Utility Billing Division, P.O. Box 842004, Los Angeles, CA 90084-2004. | Non-urgent check or money order payment. | Mail is not ideal when the payment is already past due or near shutoff. |
| Drop box | Drop payments or documents in the parking lot drop box at 801 W. San Mateo, Santa Fe, NM 87505. | After-hours physical payment or document submission. | Do not rely on drop box for immediate same-day staff confirmation. |
| Customer Service help | Call 505-955-4333 or email utilitycustomerservice@santafenm.gov. | Account mismatch, service transfer, deposit, high bill, payment arrangement, missing document, or billing question. | Incomplete, inaccurate, illegible, or unsigned documents will not be accepted or processed. |
Paymentus Portal: Posting Timing and What To Save
One-time payment
Paymentus says you can pay in three steps without registering, using the account number from the paper bill.
Posting window
Payments made before 8 p.m. MST post next day. Payments made after 8 p.m. MST may post within 48 hours.
Confirmation proof
Paymentus issues a confirmation number. Save it with account number, amount, date, and payment method.
Santa Fe Utility Billing Phone, Address, Email and Hours
Customer Service
505-955-4333
Billing, payment, start/stop service, transfer, high bill and document questions.
Phone pay
505-955-6100
Automated payment system listed by Utility Billing FAQs.
Office
Utility Billing Division
801 W. San Mateo
Santa Fe, NM 87505
utilitycustomerservice@santafenm.gov
Use for forms, service transfers and written account follow-up.
Start, Stop or Transfer Santa Fe Water Service
Document rule: Service documents may be submitted by email, mail, or the 801 W. San Mateo drop box. Santa Fe warns that incomplete, inaccurate, illegible, or unsigned documents will not be accepted or processed.
| Service situation | Official requirement | Smart user tip |
|---|---|---|
| Tenant start service | Tenant must complete the tenant portion of the Release of Liability & Utility Services Application, provide a lease with minimum six-month term, and provide valid government-issued photo ID. | Ask Customer Service for deposit amount after the application is reviewed. |
| Landlord / owner lease transfer | Owner must complete their portion of the Release of Liability application, previous tenant and owner accounts must have zero balance, and owner name on the lease must match county records. | Check balances before move-in date to prevent processing delays. |
| Property manager | Property manager must complete the Release of Liability application and provide a copy of the agreement between owner and property manager. | Make sure management agreement names match the service address and owner. |
| New property owner / buyer | Submit New Owner Account Transfer Form, recorded deed, valid government-issued photo ID, and pay any past due balances in buyer’s name for other City utility service addresses. | Use closing documents quickly; do not wait for the next bill cycle. |
| Seller stop/transfer service | Seller and buyer must coordinate one completed signed New Owner Account Transfer Form, including forwarding address and final bill agreement. | Keep final bill address accurate so refunds, notices, and final balances do not get lost. |
| Commercial account | Utility Billing FAQs say commercial accounts must establish refuse service with Environmental Services before an account can be transferred. | Call Environmental Services at 505-955-2200 if commercial refuse service is the missing step. |
Tenant, Landlord and Buyer Checklist
Tenant moving in
- Release of Liability & Utility Services Application.
- Lease with minimum six-month term.
- Government-issued photo ID.
- Deposit amount after staff review.
New owner
- New Owner Account Transfer Form.
- Recorded deed or settlement statement.
- Valid government-issued photo ID.
- Payment of past due balances in buyer’s name.
Seller moving out
- Coordinate single signed transfer form with buyer.
- Provide forwarding address.
- Agree to pay final utility bill.
- Keep copies of submission and final balance.
Past-Due Bill, Finance Charges, Payment Arrangements and Liens
Call before past due
The Collections Section asks customers who may become past due to contact Utility Billing to avoid finance charges and other possible costs or penalties.
Payment arrangements
Only property owners are eligible for payment arrangements. Water service may be discontinued if a payment agreement is not followed.
Collection risk
Delinquent accounts can be assessed finance charges, referred to a collection agency, or result in a property lien including finance charges and penalties.
Water Rates, Meter Service Charge and Sewer Billing
Santa Fe’s water rates include a monthly service charge based on meter size. Sewer billing also includes both fixed and variable parts; the variable sewer charge is calculated using average water use in December, January and February.
| Meter size or bill item | Official posted detail | Why users care |
|---|---|---|
| 5/8” or 3/4” meter | Monthly water service charge: $18.42. | Common small residential meter baseline. |
| 1” meter | Monthly water service charge: $36.83. | Higher fixed charge than 5/8” or 3/4”. |
| 1 1/2” meter | Monthly water service charge: $73.67. | Often appears on larger properties or special service needs. |
| 2” meter | Monthly water service charge: $147.36. | A larger fixed charge can make bills high even with lower usage. |
| 3” meter | Monthly water service charge: $294.70. | Check meter size before disputing the bill total. |
| 4” meter | Monthly water service charge: $534.14. | Large commercial or institutional service may have high fixed charges. |
| 6” meter | Monthly water service charge: $1,178.78. | Fixed cost can dominate the bill. |
| 8” meter | Monthly water service charge: $2,099.72. | Confirm classification and meter size when reviewing large accounts. |
| Sewer variable charge | Utility Billing FAQ says variable sewer charge is calculated using average water use in December, January and February. | Winter usage can affect sewer billing later, so leaks during winter matter. |
High Santa Fe Water Bill: EyeOnWater and Leak Adjustment
EyeOnWater alerts
The City encourages customers to monitor consumption and set alerts by creating an EyeOnWater account.
Leak adjustment limit
Only one water leak adjustment within a 12-month period may be approved, and approval is discretionary.
Repair proof required
The leak must be located and repaired before approval, with plumber receipt, company letter, affidavit, or parts receipts as verification.
Compare actual usage
Use EyeOnWater to check continuous flow, daily use, and unusual usage periods before assuming the bill is a meter error.
Repair the leak first
Santa Fe’s leak adjustment rules require the leak to be repaired before an adjustment is approved.
Apply quickly
The application must be filed no later than 60 days after the perceived spike in consumption.
Pay average bill during review
The customer must make a payment equal to the average bill for the month in question while the application is reviewed.
Low-Income Credit and Bill Assistance
Low-income credit
The City’s low-income credit rules can exempt qualifying customers from certain monthly residential utility charges if income rules are met.
Income documentation
Applicants must provide household member names, ages, income details, and documentation for all household income and assistance.
Reapply when required
Qualified applicants 60+ or with verified permanent disability may receive annual credit and must reapply by April 30 to continue credit.
Water Emergency, Emergency Turn-Off and Sewer Backup
| Problem | Official contact | What to say |
|---|---|---|
| Water emergency after 5 p.m. or weekend | 505-955-4300 | Give exact address, cross street, visible issue, emergency turn-off need and callback number. |
| Water emergency during business hours | 505-955-4333 | Call Customer Service and ask for Water Division routing. |
| Emergency water turn-off | 505-955-4300 after hours / Customer Service during hours | Explain whether the leak is inside, outside, at meter, or public line. |
| Sewage backup or overflow during business hours | 505-955-4650 | Give address, location of overflow, indoor/outdoor status, and whether it is entering property. |
| Wastewater Division office | 73 Paseo Real, Santa Fe, NM 87507 | Use for wastewater routing, not normal water bill payment. |
EyeOnWater, Seasonal Watering and Conservation Tools
Leak alerts
EyeOnWater can alert customers when continuous flow exceeds a threshold they set, helping catch leaks before the next bill arrives.
High desert use
Santa Fe’s conservation office emphasizes year-round waterwise habits because precipitation is highly variable.
Seasonal watering
Seasonal conservation requirements run May 1 through October 31. Check the current official requirements before outdoor watering.
Who To Call for City of Santa Fe Water Department Help
| Need help with… | Contact | Best next step |
|---|---|---|
| Bill, payment, account, paperless bill, forms, start/stop service | 505-955-4333 | Call Utility Customer Service with account number and service address. |
| Automated phone payment | 505-955-6100 | Use free automated pay system and save confirmation number. |
| Email customer service | utilitycustomerservice@santafenm.gov | Use for forms, paperless billing, account documents and non-urgent follow-up. |
| After-hours water emergency | 505-955-4300 | Call after 5 p.m. on weekdays or on weekends. |
| Sewage backup / overflow during hours | 505-955-4650 | Use Wastewater Management contact during Monday–Friday 8 a.m.–5 p.m. |
| Commercial refuse service before transfer | 505-955-2200 | Commercial accounts must establish refuse service before account transfer. |
| Water conservation / EyeOnWater | Save Water Santa Fe / EyeOnWater | Create alerts and check usage before high bill dispute. |
| City Hall general info | 505-955-6949 | Use for City Hall routing, not direct utility billing. |
Santa Fe Utility Billing Map and Office Visit Planning
Use this map for the Utility Billing and Water Divisions office at 801 W. San Mateo. This is also where the parking lot drop box is located for payments and documents.
Customer Service office
801 W. San Mateo, Santa Fe, NM 87505.
Office hours
Monday–Friday, 8:00 a.m.–4:30 p.m.; closed weekends and most federal holidays.
Bring with you
Bill, account number, service address, photo ID, lease/deed if changing service, payment confirmation, and repair proof for leak adjustment.
Local Santa Fe Utility Tips That Save Time
Use EyeOnWater before a leak adjustment
EyeOnWater usage data and alerts help show when continuous use began and whether the leak has stopped.
Do not send incomplete transfer paperwork
Unsigned, illegible, inaccurate or incomplete forms are rejected. Review every signature and required attachment before submitting.
Know owner-only payment arrangement rule
Only property owners are eligible for payment arrangements on delinquent accounts.
Check winter sewer averaging
Because sewer variable charge uses average water use from December, January and February, winter leaks can affect sewer billing.
Official Santa Fe Water Bill Links
City of Santa Fe Water Department FAQs
Where do I pay my City of Santa Fe water bill online?
Use the official City of Santa Fe Paymentus customer portal at ipn2.paymentus.com/cp/SFUP or start from the Utility Billing Division page.
What is the Santa Fe utility billing phone number?
Call Utility Customer Service at 505-955-4333 for billing, account, payment, start/stop service, transfer and high bill questions.
What is the Santa Fe automated phone payment number?
The Utility Billing FAQs list the free automated pay system number as 505-955-6100.
Where is the Santa Fe Utility Billing office?
The Utility Billing Division is located at 801 W. San Mateo, Santa Fe, NM 87505.
What are Santa Fe Utility Billing office hours?
Utility Customer Service hours are Monday through Friday, 8:00 a.m. to 4:30 p.m., closed Saturday, Sunday and most federal holidays.
How do I start Santa Fe water service as a tenant?
Tenants must complete the Release of Liability & Utility Services Application, provide a lease with a minimum six-month term and valid government-issued photo ID. Customer Service will contact the tenant with the deposit amount.
How do new property owners transfer service?
New owners must submit the New Owner Account Transfer Form, recorded deed, valid government-issued photo ID and pay any past-due balances in the buyer’s name for other City utility addresses.
Does Santa Fe notify every customer about leaks?
The Water Conservation Section tries to notify as many customers as possible, but not always. Customers should create an EyeOnWater account to monitor usage and set alerts.
How many leak adjustments can a customer get?
The leak adjustment rules say only one Water Leak Adjustment within a 12-month period may be approved, and the application must meet repair, documentation and timing requirements.
Who do I call for a Santa Fe water emergency after hours?
After 5 p.m. on weekdays or on weekends, call 505-955-4300 for water emergencies and emergency turn-off requests.
Pay Your Water Bill Safely, Fix High Bills, Avoid Shutoff, Start Service and Find Official Utility Links
Use this free USA water bill assistant before paying online, calling utility billing, setting up AutoPay, checking a high bill, requesting leak help, starting or stopping service, handling a past due account, or searching for the official city utility portal.
What water bill problem do you need to solve?
Choose your situation. The tool will suggest the safest route, what to prepare, and which official page or office to check first.
Open the official city, county, water authority or utility website first. Do not enter account details into a random sponsored payment page.
If the bill is unusually high, compare usage, billing days, meter read type, toilet leaks, irrigation, late fees and leak adjustment rules before paying blindly.
Safe Water Bill Payment Route
Choose how you want to pay. This helps users avoid wrong portals, posting delays and urgent shutoff mistakes.
AutoPay / Bank Draft Setup Helper
Use this before enrolling in recurring payments so the first draft, current balance and payment date do not surprise you.
High Water Bill Review
Compare your normal bill and usage with the current bill. This gives a practical path before requesting a high bill review.
Leak Adjustment Proof Checklist
Use this before asking for a leak adjustment, high bill review, sewer adjustment or payment plan.
Past Due, Shutoff Notice and Reconnect Helper
Use this if your bill is late, you received a shutoff notice, service is off, or you need a payment plan.
Start, Stop or Transfer Water Service
Use this before moving, closing an account, starting service, transferring service or requesting a final bill.
Water Bill Cost Estimate
Estimate a simple monthly bill from base charge, water usage, sewer, stormwater, trash, service fees and late charges. Official tiered rates may be different.
Bill Dispute and Meter Reading Checklist
Use this before calling billing support about a meter reading, duplicate payment, wrong address, missing payment, estimated bill, or incorrect charge.
Official Water Bill Portal and Phone Finder
Enter city/utility and state to create safe searches for official water bill pay, phone payment, guest pay, AutoPay, start service, leak adjustment, reconnect, assistance and this site’s guide.
Official portal safety
- Use official city, county, authority or utility websites first.
- Check service address before paying.
- Save confirmation number and screenshot.
- Call the utility for shutoff or reconnect situations.
Best sitewide placement
Place this tool after the first payment section or before FAQs. It turns every water bill article into a practical help page, not only a list of links.
Important note
This tool gives educational guidance only. Always confirm payment portals, fees, shutoff rules, assistance programs, account balance and reconnection steps with the official utility.