Utility Billing - Frequently Asked Questions


Where is the water department?

The water department is located in Ponder Town Hall at 405 Shaffner St, on the Northwest corner of the Shaffner St and Bailey St intersection. Standard department hours are 8:00am - 4:30pm M-F.

How do I initiate water service or get water service in my name?

Initiating service or changing the name on an existing account requires a completed application, and a $150.00 deposit. The application must be submitted and the deposit shall be paid at the time of application.
Water Service Agreement

When do I get my deposit back?

The deposit is held on the account until the account is closed and all outstanding balances are paid. A check will then be mailed to the forwarding address.

How can I pay my water bill?

The town of Ponder accepts payment by check, cash, cashier's check, money order, credit card and online. We have a night drop box available 24 -hours a day located by the front door on the east side of the Town Hall. An inside window is available M-F 8:00am-4:30pm.

Do you offer water bill averaging?

We bill on actual usage each month unless your meter is inaccessible.

Is my meter read every month?

Yes. Most water meters are read electronically; however, Meter Services does read the meters manually, if necessary.

Where is my water meter located?

Most often the meter is located in the front of the house, with a black rectangular lid.

Why is my water bill so high?

There are various reasons for high water bills. Often it can be outdoor watering. You can read your water meter before and after using the sprinkler system to get an accurate usage for lawn watering. Water leaks are another reason for high usage. A 1/32" in diameter can use 180 gallons in 24 hours, 5,400 per month.

How can I check for a slow leak?

Choose a time when water will not be used for at least 6 to 8 hours (over night or if no one will be home during the day). Take a meter reading before and after the allotted time, if there is a difference in the readings there is possibly a leak.

Why is my sewer rate so high?

Sewer rates are based on water consumption.

Are there any water restrictions?

Between May 15th and September 15th, the allowed watering periods are 6:00am -9:00am and 8:00pm - 11:00pm. Any mandatory restrictions will be posted at Town Hall. For additional information, please see our section labeled Water Conservation.

How often is my meter read and how is it read?

It is the policy of the Meter Services Division to read all meters on a monthly basis. In accordance with this policy, the bill you receive will be on a monthly basis. The meter readers are equipped to read your meter with an electronic reading device. This device downloads the current usage into the utility billing system, eliminating any guesswork or human error. In some circumstances, where a meter has to be manually, the meter readers are equipped to read the meter by hand with special tools. Because all of the meters are located in meter boxes that are placed in the ground, dirt accumulation is a constant problem. Weather, soil type, leaves, and ant beds all contribute to the situation. Whenever this occurs and a water meter needs to be read manually, the meter readers simply brush away the dirt to reveal the meter dial. They also have specially designed reading tubes to read through water in order to acquire a read, which in turn is entered into the hand-held equipment manually.

How does ensuring the meter reader clear access to the meter help keep costs down?

With hundreds of water meters to read, the meter reading staff must be able to quickly access your water meter in order to collect meter readings, which will result in correct charges to your utility billing account. It is the policy of Meters Services to read each meter every month. In accordance with this, to avoid any delays in obtaining a reading the meter reader requires clear access to the meter. If a meter reader can quickly collect a reading from the meter on the first visit to your property, it helps keep utility costs down, which benefits all customers in helping to keep rates stable.

Here are some helpful tips for making sure that your water meter is accessible:

  • Trim bushes, trees and grass that block the way to or cover the water meter. It is amazing how quickly these plants cover a water meter box during the growing season. In effort to avoid any accidental damage to your prized plantings, please avoid planting landscape items in the area which your meter readers must travel.
  • Please make sure that no objects are placed so that they cover or block access to the meter box. A few items found blocking water meters include cars, trailers, garbage cans, construction equipment or supplies, and landscape bark or gravel.
  • If your meter is located behind a gate that is normally kept locked, please contact us at 940.479.2396 to arrange access. We often obtain keys as long as the lock is accessible from the outside of the gate, from our customers who wish to secure their property.
  • Please remember your meter is located in the Towns right of way and if repairs are needed the Town is not held responsible for replacing or repairing any private property located in the right of way.
  • Please ensure your house address is clearly displayed on your residence. This will not only assist the meter reader but emergency personnel as well.

What do I do if I have a leak?

If a leak occurs during the business hours of 8:00am - 4:30pm, M-F, please call the Utility Billing Division at 940.479.2396 for a service technician to turn off your water so repairs can be made. If an emergency leak is discovered and you require assistance turning off your meter after hours - please call 940.383-7077. This is the after hours emergency pager. Please enter your phone number at the tone and a service technician will return your call. Call the Utility Billing Division once your repairs are made and your water is back on. Yes it is okay for your plumber to turn back on your water most of them do. If the leak causes your bill to go up higher than normal, contact the Utility Billing Division to learn available billing options.