Water billing and assistance

Water billing

Menlo Park contracts with Minol USA to provide water billing and customer services.

  • To stop your services, please contact our customer service care center at 1-844-463-6567 and provide the date for which service should be stopped. You will also need to provide us with a forwarding address for your last bill. Please note that you cannot request that service be stopped for a date that has already passed.
  • To start service, please complete and submit a new service application. Please note that someone over the age of 18 must be home with the water operator comes to turn your water on. 

Contact customer service:

Past due water bill policy

In winter 2022, Menlo Park Municipal Water will resume service disconnections and late fees for all accounts with past due balances.

This policy outlines the City’s process for handling past due water bills. It describes the process for notifications, late penalties, disconnections, reconnections, reconnection fees, alternative payment arrangements, and special circumstances for low-income residents, medical need for water and procedures for tenants to become the customer, and how to dispute a water bill.

Rate assistance program

On December 8, 2020, City Council approved a rate assistance pilot program for solid waste services (provided by Recology San Mateo County) and municipal water (provided by Menlo Park Municipal Water).

Menlo Park's low-income rate assistance pilot program provides
  • 20% discount for solid waste customers on their Recology bill
  • Fixed discount of $14.11 for water customers on their Menlo Park Municipal Water bill (equivalent to 50% of the 5/8-inch meter service charge) 

Alternative payment arrangement

Any customer who is unable to pay for water charges, within the normal payment period, may request a payment arrangement to avoid disruption of service. The City will grant a payment arrangement, including but not limited to, alternative payment schedules, deferred payments, and minimum payments as specified in the Past Due Water Bill policy for any customer who does not already have an active payment arrangement.

Water billing FAQs

How can I pay my water bill?

Below are a few options on how to pay your water bill:

  • Online: menloparkca.myutilitydirect.com
  • Phone: 844-463-6567 (844-4-MENLOP)
  • Mail a check (Include your payment and payment coupon and mail in the provided return envelope) to:
    City of Menlo Park
    PO Box 845629
    Los Angeles CA, 90084-5629
  • In person at the following locations:

    Location Days/times Payment type Notes
    Menlo Park Library
    800 Alma St.

    Mon–Wed, Noon–8 p.m.

    Thu–Sun, 10 a.m.–6 p.m.

    Cash or check only  
    Belle Haven Branch Library
    413 Ivy Drive

    Mon–Wed, Noon–8 p.m.

    Thu–Sun, 10 a.m.–6 p.m.

    Cash or check only  
    Mi Tierra Linda Supermercado
    1209 Willow Road

    Sun–Sat, 7 a.m.–9 p.m.

    Cash only $2.50 processing fee 
    Soleska Market
    1305 Willow Road
    Sun–Sat, 6:30 a.m.–8:30 p.m. Cash only $2.50 processing fee

Who is providing water billing for Menlo Park Municipal Water?

The City of Menlo Park has partnered with Minol Inc. to handle all water billing, customer service and payment remittance. Minol is an experienced water billing management company with over 60 years of experience.

How do I stop or start my service?

To stop your service, please contact our customer care center at 1-844-463-6567 and provide the date for which service should be stopped. You will also need to provide us with a forwarding address for your last bill. Please note you cannot request that service be stopped for a prior date.

To start service, please complete and submit a new service application. Please note that someone over the age of 18 must be home when the technician comes to turn your water on.

How often am I billed?

Bills are sent to all customers on a monthly basis.

What happens if I am late paying my bill?

Payments are due 24 days after the statement date. If your payment is not received on or before the due date, a late fee of one and one-half percent (1.5 %) will be applied to your outstanding balance. Accounts that remain past due will be subject to disconnection and additional fees.

In spring 2022, Menlo Park Municipal water resumed service disconnections and late fees for all accounts with past due balances. For more information, please review the past due water bill policy.

Can I set up a payment plan?

California SB998 allows certain qualified customers to set up a payment plan to pay off a past due balance as long as they remain current with new charges. Please contact us at 1-844-463-6537 to find out if you qualify.

Is there a paperless billing option?

Yes. Visit menloparkca.myutilitydirect.com to register your account for eStatement notifications. You will receive a notification and a link to view your account each time a new statement is available.

How can I access my account online?

Visit menloparkca.myutilitydirect.com and register for online access. To register, you will need to know your 14-digit account number along with either the registration code found on your statement or the numerical portion of your street address.

How can I lower my bill?

The City has a number of water conservation programs and free water saving devices to help reduce water use and improve water use efficiency. Please visit our water conservation webpage for more information.

Does Menlo Park provide any discounts or assistance for low-income customers?

Yes. Recently, the City implemented a rate assistance program that provides municipal water and garbage/recycling discounts for qualified customers. To learn more visit the City’s rate assistance webpage or you can call CCES at 1-888-728-3637 to receive a mail-in application.

Contact us

New water service and customer service
For account information, billing questions or to make a payment
Website
Email

844-463-6567

Non-emergencies
Email

650-330-6750

Emergencies
Monday through Thursday, 7:30 a.m. to 4:30 p.m.
Alternating Fridays, 7 a.m. to 3:30 p.m.

650-330-6780

After-hours or weekends

650-330-6300

Report water waste
Online

650-330-6750