What you can do
You can check your account balance, submit a meter reading, close an account when moving, set up automatic payments, or dispute a charge. Managing your water account keeps your service running smoothly and helps you track your water use.
How to manage your account
Submit a meter reading: Log in to the Service Wrenford Online portal or call 519-555-0100. We process submissions within two business days.
Close an account: Contact us at least two business days before your move date. We will schedule a final meter reading. Refund cheques for any remaining credit are mailed to your forward address within four weeks. Please note that we do not offer seasonal account closures for single-family homes; long absences require a meter read and re-read instead.
Third-party access: If you need a family member, property manager, or accountant to access your account or make payments, you must complete the Water Billing Third-Party Authorization Form. Processing takes three business days.
Fees, rates, and billing rules
Billing cycle: Bills are issued every two months. The number of days billed varies between 28 and 32 days, which causes monthly fluctuations.
Water supply rates: $3.45 per cubic metre (May 1 to October 15) and $2.80 per cubic metre (November 1 to April 30).
Wastewater charge: Calculated at 85% of your total water usage to account for outdoor watering and evaporation.
Fixed charges: Stormwater management is $12.50 per billing cycle. Meter service is $8.50 per billing cycle.
Late payments: A 2.5% monthly late fee applies to accounts past due by 30 days. If you are facing financial hardship, visit the Late payments and penalties page for relief options.
New accounts: A $150.00 security deposit is required for residents without local credit history. Accounts applied before 2:00 p.m. on a business day activate the same day.
Who to contact
For help with billing, account changes, or service interruptions, reach the Revenue and Water Billing team:
- Supervisor: Hiroshi Tanaka
- Phone: 519-555-0100
- Email: [email protected]
- Hours: Monday to Friday, 8:30 a.m. to 4:30 p.m.
- In-person: Service Wrenford counter, City Hall, 100 Mercer Street
Common questions
Why is my water bill higher than usual?
A sudden increase is often caused by an undetected leak, increased outdoor watering, or a change in household size. If your bill is three times higher than your average for this time of year, call 519-555-0100 so we can investigate. Please allow extra time for reviews during high call volumes.
What does "estimated" mean on my bill?
When we cannot access your meter, we calculate your usage based on your past consumption. This is called an estimated reading. The next time we get an actual reading, your bill will adjust to reflect the true amount. You can avoid estimates by submitting a reading yourself online.
How are my charges calculated?
Your bimonthly bill covers four main services, all funded by customer rates rather than property taxes. You pay for water supply based on your meter reading, wastewater treatment based on 85% of that usage, a fixed stormwater management fee, and a fixed meter service fee.
Why does my bill fluctuate from month to month?
Two main factors cause fluctuations. First, the number of days in your billing cycle varies between 28 and 32 days, depending on when the meter reader visits your neighbourhood. Second, your actual water usage changes with the seasons and your daily habits.