Opening, closing and transferring accounts

Whether you need to open, close or transfer an account, customer service reps are ready to assist. Choose the action you need to take regarding your account to learn what information you need to have available to make the process go quicker and smoother.

Opening

Open account

To open a new account, contact Water Customer Service at 817-392-4477 or stop by our customer service location. An activation charge of $20 is included on the first billing. This fee covers costs associated with application processing. There is an additional $25 fee for same day service requests.

Required information

The following information is needed at least one day prior to your desired service activation:

  • name, phone number, social security number and driver’s license number of the person responsible for the account;
  • name of the present property owner; and
  • if available, the name of the previous owner or tenant.

Deposit required

A minimum deposit of $50 is required for residential accounts and is applied to your first billing. The deposit can be waived for residential accounts if the following criteria apply:

  • the customer has had at least 12 consecutive months of utility service with the City of Fort Worth within the previous 12 month period without ANY late payments; OR
  • the customer provides a letter of credit reference from another utility, such as electric, landline phone, water, etc, noting they have had at least 12 consecutive months of service within the previous 12 month period without ANY late payments.

Customers who meet this criteria can email the information to MyWaterAccount@FortWorthTexas.gov or fax it to 817-392-8137.

  • Deposits on residential accounts may be refunded after one year if the customer maintains a good payment history.
  • Deposit amounts may be increased at any time because of poor payment history.
  • Commercial account deposits vary and can not be waived.
  • Commercial account deposits can only be refunded at account termination. They are not eligible to be refunded while the account is still active.

 

Transferring

Transferring service 

If you are moving to a new location within Fort Worth, please follow these steps:

  • Call 817-392-4477 before your move so we can continue your service without interruption.
  • Be prepared to provide your water account number or your former service address, your new address and your service request dates.
  • Please note: A $20 transfer service charge will be included on your first bill at the new address.
  • There is an additional fee for same day transfer service.

If you are moving out of town, follow the steps for closing an account.

Closing

Ending Service 

To end or discontinue water service, please contact Water Customer Service at 817-392-4477.

Required information

  • Address or account number for the address where you want to end service
  • Date for stopping service
  • Forwarding address for final bill, including city and zip code.

Returning deposits

If you have a deposit on file, it will be credited to your final bill, and any remaining balance will be forwarded to you.

Confidentiality

Keeping information private

Residential accountholders may request to keep some personal information confidential. House Bill 859, passed in 1993, and Senate Bill 2, passed in 2001, require government-operated utilities to withhold certain information if the residential customer requests in writing that this information be kept confidential.

Commercial accountholders do not qualify under this provision.

Qualifying information

Submitting a written request 

To submit a request, please print, complete, sign and mail the Request for Confidentiality form to the address below. You may also hand carry the form to the Downtown Customer Service Office, located on the first floor of the City Hall Annex, 908 Monroe Street or mail the form to Fort Worth Water, Customer Relations, P. O. Box 870, Fort Worth, TX 76102

Exceptions to confidentiality

Once the confidentiality form is received and processed, the water utility will not release personal information except to the following:

  • government officials;
  • government contractors or subcontractors who need the information to perform their jobs,
  • utility representatives;
  • consumer reporting agencies; and
  • individuals for whom the customer waives responsibility, such as an attorney. People in these categories will be required to show identification before information is released.

This request is effective upon receipt and processing of the confidentiality form.

 

The fees associated with the opening, closing and transferring accounts are added to the utility bill. The bill may also contain additional charges related to theft or tampering, field services, delinquency status and re-connections.

New Account Deposit

A refundable security deposit is required for all new accounts. This fee can be waived for residential accounts, based on specific criteria.

  • Residential Refundable Security Deposit = $50.00 - $150.00
  • Commercial Refundable Security Deposit = Calculated based on the previous six months billings of same or like business

Fee Schedule

Account Services Amount
Standard activation/ Transfer $20
Same-day activation/ Transfer additional $25
Same-day after hours activation/ Transfer
(After hours same day activation costs apply to all activation requests submitted after 5 p.m. Monday through Friday for service the same day. These requests must be submitted prior to 6 p.m. on that business day. Meter activations are not performed on Saturdays, Sundays and holidays.)
additional $50
Other Field Services
First meter test/investigation per 12-months N/A
Additional meter test/investigation per 12-months
(fee waived if meter fails or a leak is identified)
$75
Investigation by appointment $100
Meter replacement by request Actual Cost
Replacement installation by request (2-inch meters and smaller) $60
Replacement Installation by request (meters larger than 2-inches) Actual Cost
Tampering/Theft
Meter removal $60
Tampering, damage, inactive/unauthorized consumption $150 plus estimated use plus cost of damage
Delinquency
Late payment 10% of past due balance
Disconnect/Lock/Shutoff $20
Broken lock $25
Standard reactivation $20
Same-day reactivation additional $25
Same-day after hours reactivation additional $50