Water and Waste Water

The City of Rollingwood is currently under Stage 2 Water Restrictions

UTILITY BILLING MANAGER

Utility Billing Manager Veronica Hernandez joined the City of Rollingwood staff in 2022. She is available to assist utility customers in all aspects of water and wastewater matters, including establishing new service, disconnecting service, and helping residents set up leak alerts for their properties.

She can be contacted at vhernandez@rollingwoodtx.gov or (512) 327-1838 ext. 1100.

WATER PAYMENT MAILING ADDRESS

City of Rollingwood​
Attn: Utility Billing Manager
403 Nixon Drive
Rollingwood, TX 78746

INITIATE NEW WATER SERVICE

To start water service at your business or residence, please complete and submit a Start Service Application. 

A security deposit will be required to open an utility account. Security deposits should be made payable to "City of Rollingwood" via check or money order.

Applications and security deposits must be dropped off to Rollingwood City Hall or emailed to vhernandez@rollingwoodtx.gov.

SIGN UP FOR AUTOMATIC BANK DRAFTING

Submit an ACH Form and provide a voided check to be enrolled in Automatic Bank Drafting. ACH Forms must be dropped off to Utility Billing Manager at City Hall. 

Accounts are drafted on the bill due date or the next business day of each month.

• ACH/Direct Debit Form for Utility Payments

SIGN UP FOR PAPERLESS BILLING

To receive E-bills, please email the Utility Billing Manager and provide the following information:

• Name, Account Number, Address, and Email

DISCONNECT WATER SERVICE

Submit a Close Out Form to close your account and end water service. 

The Close Out Form can be dropped off to City Hall or emailed to vhernandez@rollingwoodtx.gov.

ONLINE UTILITY SERVICES PORTAL

The City of Rollingwood uses EyeOnWater's utility platform, which allows customers to monitor their water usage and receive alerts when their digital water meter detects water usage that might suggest a water leak. EyeOnWater also provides customers with on-demand, real-time access to their water consumption data through its web portal and, optionally, through its mobile app.

Utility customers are encouraged to sign up for an EyeOnWater account online at https://www.eyeonwater.com/login, and to set up leak alerts. A detailed explanation of the system, including how to sign up for EyeOnWater, can be found in this instruction guide. Customers needing further assistance with this process may contact Utility Billing Manager Veronica Hernandez at vhernandez@rollingwoodtx.gov or (512) 327-1838 ext. 1100.

WATER AND WASTEWATER FEES

• Water and Wastewater Fees
• 2018 Letter to Residents - Water Rate Increase
• Residential Wastewater Winter Averaging

ADJUSTMENTS AND APPEALS

All City of Rollingwood utility customers have the right to appeal their utility bills under the City's Water Bill Appeal Ordinance. If you had a water leak and received an above average utility bill as a result, you may be able to receive a credit on your account to relieve some of the cost. Submit a Leak Adjustment Request Form to be considered. A summary of the Utility Appeals Process is available to customers, which outlines the criteria for requesting an adjustment.

Proof of a leak is required for any adjustment (invoices, work orders, or receipts). Text messages, screenshots, or photos are not considered as proof.

Additionally, to be considered for a leak adjustment, utility customers must be enrolled in EyeOnWater, the City’s customer portal for utility accounts, for each electronic water meter associated with the utility account being appealed and have elected to receive leak alerts for each of their account’s electronic water meters through EyeOnWater.

If, following a request for a leak adjustment, you are dissatisfied with staff's determination, you may contest your utility bill and present in front of the Utility Commission, please submit a Utility Appeal Form to be considered. The Utility Commission meets on the first Tuesday of each month at 5:30 p.m.

All forms must be submitted to the Utility Billing Manager at City Hall.

WATER AND WASTEWATER SERVICES

For after-hour water and sewer emergencies, call Crossroads Utility Services, Inc. at 512-246-1400. 

UTILITIES FREQUENTLY ASKED QUESTIONS (FAQS)