Menlo Park contracts with Util360 USA to provide water billing and customer services. Customers now have access to an improved online portal with enhanced features that will include better tracking of water usage, more payment options, fixed billing due dates and consistent Autopay dates.
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.
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)
Payment arrangement
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.
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.
Frequently asked questions
Can a malfunctioning water meter cause high usage?
No. A malfunctioning water meter may under-register water usage or not register usage at all as it degrades overtime, but will not over-register. As part of the Automated Meter Infrastructure Project, MPMW is installing highly accurate digital water meters that use ultrasonic technology that allows for precise measurement of water flow. The most common cause of high usage and a high water bill is a leak in the plumbing system, faucets, irrigation system or hidden beneath your walls and foundation.
How can I detect if I have a leak?
If you suspect you have a leak, please visit the City's detect a water leak webpage to learn how to determine if you have a leak inside or outside of the home.
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 January 2025, 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) .
Is there a paperless billing option?
Please visit menlopark.util360.com and login to register your account for paperless billing. By enabling this option, you’ll receive your bills electronically, and paper bills will no longer be sent by mail. Please make sure your email is up to date.
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.
How do I set up Autopay?
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 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 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.
Has my meter been replaced as a result of the Automated Meter Infrastructure Project?
The majority of meters in the MPMW service area have been installed since the project began. Service addresses that already had a digital water meter had a radio transceiver installed. Addresses with a mechanical meter had a digital meter and a radio transceiver installed. For an estimated timeframe of when the meter at your service address was replaced, please visit the City's interactive AMI Installation Map. Please visit menlopark.gov/AMI for more information on the project.
When can I access the hourly water consumption data provided by the new meter?
Hourly water usage data is currently not available. The data collected by the new AMI meters will be made available after the project is completed and the Sensus meter reading software is fully integrated to the billing portal. This is expected to be complete in the summer of 2025. Customers will be notified on how to view and access their data and set leak and high usage alerts once it is available.
Contact us
To report non-urgent matters such as potholes, graffiti, streetlight outages, missed street sweeping, city tree issue, traffic signals, illegal dumping, please submit an ACT request through the City website here.
New water service and customer service
For account information, billing questions or to make a payment
Mon-Fri, 8:00 a.m. - 5:00 p.m.
menlopark.util360.com
844-360-7733
Other water-related issues
Mon-Fri, 8:00 a.m. - 5:00 p.m., closed every other Friday
Email
650-330-6750
After-hours or weekends:
650-330-6317
Report water waste
Online
650-330-6750