My bill is really high this month. Is it possible I have a leak?
Yes, it is quite possible.
Fixing a leak can be quick and easy, and often doesn’t cost much. The water that is wasted can quickly add up to an expensive water bill.
If you find and fix a leak, you may be eligible for a leak adjustment to your bill. You must be able to provide proof the leak was repaired. Call or email Customer Service your leak adjustment form to see if you qualify for an adjustment.
I made a payment. When will my services be reconnected?
If your services were disconnected for non-payment and you have made your payment in full your services will be reconnected as soon as possible after your payment was received.
If your payment was made during normal business hours (weekdays before 5:00 pm), services are generally reconnected the same day. If your payment was made after 5:00 pm on a weekday, Saturday, Sunday or a holiday, services are generally reconnected during the next business day.
What time will the services be turned on at my new residence?
Unfortunately we cannot provide a time when the service will be turned on because the technician works these requests in the order they are received. However, your service will be started as early as possible on the scheduled date.
What is the billing cycle and how long do I have to pay my bill?
The billing cycle is monthly for all customers.
Bills are mailed the 1st of the each month and are due by the 15th.
How do I sign up for Paperless Billing?
Can I pay my bill online or by phone?
Yes, you can make a utility payment online or by phone 24 hours a day, 7 days a week.
These payments are applied to your account in real time!
Please refer to the “Make a Payment” section for all of your payment options.
Can I have my utility bill paid automatically out of my bank account each month?
Yes. Sign up for Bank Draft!
This convenient option ensures your payments are received on time every month eliminating late fees and service interruptions. Payments will be drafted from your bank account the 10th of each month.
Is there a fee for requesting new service?
A Service Charge and a Deposit will be assessed for each address and each meter.
Need to apply for new service?
What do I do if my services are interrupted for nonpayment?
You will be required to pay your FULL account balance prior to reconnection of services.
When full payment is received by the City of Conway, a work order is generated and a technician is dispatched to reinstate the utility services as quickly as possible.
Ensure that all faucets are turned off prior to service reconnection to prevent accidental flooding.
Do I need to stop my utilities account when I move away?
Yes. If you are planning to move, remember to stop your City of Conway utility account. Submit the Stop Service & Request Final Billing form, or notify a Utility Billing Account Manager by email or call 843-248-1780 (Monday - Friday, 8:00 am - 5:00 pm) You will need to provide the date you want your services stopped and your new mailing address. This will ensure that your final bill is processed correctly and that your account will be closed. If Utility Billing is not notified, you could be responsible for paying the utility bills at your old address until a new account is initiated by a new resident or owner.
Why am I being charged a late fee and how is it calculated?
A 5% penalty will be added to any current bill not paid by the 15th of the month. A $25 service charge will be added to any bill that remains unpaid by the 10th of the following month and shall be disconnected without notice.
To avoid late fees and service disruptions, be sure to pay the total amount due on or before the due date.
What happens if my payment is returned by the bank?
The payment will be reversed off of your account, and a $30 insufficient funds (NSF) charge will be added to your account.
Multiple returned payments will result in payment restrictions that require future payments to be made by other secured methods such as credit card, certified check, money order, or cash.
If the returned payment was made to restore disconnected services, upon notification from the bank, the City of Conway will disconnect your services immediately.
Can I get an adjustment to my water bill if I had a leak on my property?
Yes, under certain conditions water leak adjustments may be made for leaks that have been repaired. Water leak adjustments must be requested by contacting the Utility Billing Division and be accompanied by a plumber's receipt or other proof of repair.
Contact Utility Billing to determine if you qualify for a leak adjustment.
Who can I contact for questions not answered here?
Main Line Repairs, Sewer Backups, and Water Quality Issues call (843) 248-1770.
Roll Out Cart, Recycling Bin, Yard Debris, and Sanitation issues call (843) 248-1730
After Hours Emergency – (843) 248-1770
Email us your questions and we will be happy to direct you to the correct Department to handle your issue.