Water billing and assistance
Water Billing Vendor Transition
To improve customer service, Menlo Park Municipal Water is in the process of transitioning water-billing services from Minol Inc. to Util360. Customers now have access to an all-new online portal with enhanced features that will include better tracking of water usage, automatic water leak alerts, more payment options, fixed billing due dates and consistent Autopay dates. The new portal can be accessed at menlopark.util360.com.
Customers received a brochure in the mail with detailed information prior to the portal going live. You can view the PDF version here(PDF, 767KB) .
Important information:
- The last five digits of customer’s old account number will be their new account number.
- Customers will need to update their payment information on the new portal and re-enroll for Autopay. Please review the Autopay Terms and Conditions(PDF, 117KB) when signing up for Autopay.
- The last bill customers received from Minol Inc. was in April 2024.
- The first bill received from Util360 was in May 2024.
- Customer bill design and the online portal will change.
- MPMW will not be charging late fees or disconnecting water service during the transition.
Access the new portal
We appreciate your patience through this transition as we improve the customer service experience.
Menlo Park contracts with Util360 USA to provide water billing and customer services.
- To stop your services, please contact our customer service care center at 1-844-360-7733 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.
Pay your bill online New service application
Contact customer service:
Past due water bill policy
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 $15.21 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 Vendor Transition FAQs
How do I find out if I am a Menlo Park Municipal Water customer affected by this transition?
Find your water provider by entering your address into the City’s interactive Water Providers Map .
Why is Menlo Park Municipal Water transitioning water billing vendors?
Menlo Park Municipal Water transitioned water billing vendors from Minol Inc. to Util360 to improve customer service. The new billing portal will allow customers access to a better customer portal with enhanced features such as water use tracking, automatic water leak alerts, more payment options, fixed billing due dates and consistent auto-pay dates.
Will water be turned off as a result of the transition?
Water service will not be interrupted as a result of the billing vendor transition. MPMW will not be disconnecting water service during the transition.
How can I access the new billing portal?
Customers can access the new water billing portal online at menlopark.util360.com.
Customers can also access the billing portal on Util360’s free mobile app. Open the App Store or Google Play store on your mobile device and your mobile device to access the app through the App Store or Google Play.
Will the cost of my water bill go up as a result of this transition?
This transition does not impact set water fees and rates. MPMW will not be charging late fees during the transition.
Will I need to create a new account on the portal once it becomes live?
Yes, all current Menlo Park Municipal Water customers can activate their water account on the new portal in the following ways:
- If you have an existing account, reset your password by clicking the “Reset Password” link.
- Search for your account number using the “Find my account” search bar.
- Use the “Create my account” button to enter your account information and register your existing account
*Note: Your last five digits of your old Minol account number will now be your account number on the new portal. Example: If your Minol account number is 2020-00000-12345, your new Util360 account number will be 12345.
When will I be billed?
Beginning May 2024, customers will receive their bills on the same day each month and bill due dates will be consistent. Bill payment will be due 24/25 days after the bill is received.
Do I need to cancel Autopay on the old Minol portal?
You do not need to cancel your Autopay payments. Your payment information is not stored on the Minol portal. Please re-enroll in Autopay on the new Util360 portal as soon as possible to not miss any payments.
How do I set up Autopay on the new portal?
Autopay is a convenient payment method that automates recurring bill payments. It helps ensure on-time payments and simplifies bill management. Customers who sign up for Autopay will be charged on the bill due date each month. Please review the Autopay Terms and Conditions(PDF, 117KB) when signing up for Autopay. You may sign up for Autopay in one of the following ways:
Online
Mail
- Include the clipped coupon from the bottom of your bill along with your check payment. Indicate on the coupon that you would like to sign up for Autopay by checking the box on the left hand side and signing your name.
How can I pay my bill to the new billing vendor?
After May 16, Minol will no longer be accepting water bill payments for Menlo Park Municipal Water customers.
After this time, customers will need to pay their water bill to Util360 by one of the following methods:
o Online: menlopark.util360.com
o Phone: 844-360-7733
o Mail a check (include your payment coupon and mail in the provided return envelope) to:
City of Menlo Park
PO Box 45372
San Francisco CA, 94145-0372
- In person at the following locations:
Location
|
Address
|
Payment type
|
|
Menlo Park Library
|
800 Alma St.
|
Cash/check
|
|
Belle Haven Community Campus
|
100 Terminal Ave.
|
Cash/ check
|
|
MoneyGram locations*
|
Locations can be found at: moneygram.com/locations.
|
Cash
|
*MoneyGram location payments will incur a $2.50 processing fee per transaction
Who do I contact if I have additional questions?
If you have any questions regarding the water billing vendor transition please contact water@menlopark.gov or call 650-330-6750. For water account information, billing questions or to make a payment please contact Util360 at 844-360-7733 or visit menlopark.util360.com to submit a support ticket.
Customers received a brochure in the mail with detailed information prior to the portal going live. You can view the PDF version here.
Water billing FAQs
Who is providing water billing for Menlo Park Municipal Water?
The City of Menlo Park has partnered with Util360 to handle all water billing, customer service and payment remittance. Util360 is an experienced, California based water billing management company with over 14 years of experience.
How do I stop or start my service?
To stop your service, please contact our customer care center at 1-844-360-7733 and provide the date for which service should be stopped. You will also need to provide 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 can I pay my water bill?
Below are a few options on how to pay your water bill:
- Online: menlopark.util360.com
- Phone: 844-360-7733
- Mail a check (Include your payment and payment coupon and mail in the provided return envelope) to:
City of Menlo Park
PO Box 45372
San Francisco CA, 94145
- In person at the following locations:
| Location |
Address |
Payment type |
Menlo Park Library
|
800 Alma St. |
Cash/ check |
| Belle Haven Community Campus |
100 Terminal Ave.
|
Cash/ check |
| MoneyGram locations |
Locations can be found at moneygram.com/locations
|
Cash only |
*MoneyGram location payments will incur a $2.50 processing fee per transaction
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.
Beginning Summer 2024, Menlo Park Municipal water will begin to disconnect water service and charge late fees for all accounts with past due balances. For more information, please review the past due water bill policy(PDF, 293KB) .
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 1-844-360-7733 to find out if you qualify.
Is there a paperless billing option?
Yes. Visit menlopark.util360.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 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.