FAQ

HOW DO I OPEN AN ACCOUNT?
You can open an account by coming in to City Hall and filling out a New Service Application.  An I.D. for the primary account holder is required at the time of opening the account.  The following utility deposits are required when opening a new account: Water $75, Sewer $35, Garbage $13 and Connect Fee $10, totaling $133.00.  Areas that are not on the city sewer system will not be required to pay the $35 Sewer deposit, making their total utilities deposit $98.

HOW DO I TRANSFER MY SERVICE TO ANOTHER ADDRESS IN ROBINSON?
If you already have service with us and need to transfer it to another area we serve, you will need to come into City Hall and fill out a New Service Application form.  A disconnect date for the old address is needed, so service can be terminated, with a filled out form to disconnect needs. We will transfer any deposits that you may have along with any balance.  There is a fee of $25 associated with a transfer.

WHAT ARE MY WATER RATES?  
Customers are charged a monthly fee based on the size of their meter and usage (usage is measured in gallons).
Residential Minimum Bill - $42.43
First 10,000 gallons at $4.53 per 1,000
All over 10,001 gallons at $4.75 per 1,000

HOW ARE SEWER RATES DETERMINED?  
For residential sewer rates the city takes the average of the water usage from December, January, and February (which are typically the months with lower water usage).  That average of water usage is then multiplied by the rate charged per thousand and then added to the minimum base rate.  This sets the rate for the upcoming fiscal year, the fiscal year begins October 1st.

For commercial sewer rates, rates are based on water usage.  There is a minimum rate but no maximum rate.

See Utility Rates page

*The average is set forth by City Council and rates can change at any time by City Council.

WHAT IF I DO NOT RECEIVE MY BILL WHEN EXPECTED?  
Citizens bills are sent out on the 1st and 15th of every month.  If you have not received your bill please call our utilities department as soon as possible.  Sometimes there may be a delay in the city sending out bills such as; the billing date falling on a city holiday (which will be sent out the next business day the city is open) or re-reads being conducted to ensure bills are accurate, etc.  

WHAT SHOULD I DO IF I CANNOT PAY MY UTILITY BILL?  

Contact the Utilities Department at (254) 662-1415 Ext. 6002 to setup payment arrangements.  It’s imperative to keep in contact with us so we can work with you.

WHAT CAN I DO IF MY SERVICE IS TURNED OFF OR DISCONTINUED FOR NON-PAYMENT?  
Please come into City Hall to make your payment and the city will reestablish service at that time.  You can also make your payment online, but you will need to contact the Utilities Department at (254) 662-1415 Ext. 6002 and notify them that payment has been made so service can be reestablished.

There is a re-connect fee of $35 to re-establish service, if service is re-established between the business hours of 8 a.m. and 5 p.m. The re-connect fee goes up to $65 if service is re-established after business hours.  After hours is between 5 p.m. and 9 p.m., we will not re-establish service after 9 p.m.

CAN I GET AN ALLOWANCE ON MY WATER BILL FOR FILLING MY POOL OR AN ADJUSTMENT FOR INSTALLING NEW SOD OR LANDSCAPE MATERIALS?  

No, the city has to charge for water used to cover the city’s expenses.

HOW DO WE READ YOUR WATER METER?

Reading your water meter accurately is our priority.  Our meter readers read meters 5 days a week with a handheld device. After they have completed their assigned route the information is downloaded into our system which updates the reads from the previous month.  A comparison report is then printed to show any reads that are too high or too low (known as Hi-Lo Report), and the reads from that report are checked twice, sometimes up to three times to assure accuracy before billing.
 
HOW CAN I READ MY WATER METER?
The meter read is taken from the numbers found under the words gallons on your water meter.  The meter shows the total number of gallons of water recorded since the meter was installed.  Since we bill to the nearest hundreds of gallons, the meter reader discards the last two numbers (fixed or not).  Your bill would be figured by subtracting the old number from the new number after one month’s usage.

MY WATER METER BOX IS ALWAYS FULL OF DIRT OR DEBRIS. DOES THIS MEAN MY METER IS NOT BEING READ?
Dirt over the meter does not mean your meter is not being read.  It is very common for meter boxes to fill with dirt, leaves and other yard debris.  Listed here are some of the many contributing factors to this.  Meter boxes are generally slightly lower than ground level and also are typically at lower spots in your yard, so all run-off makes it into the meter box.  It is common to clean out your meter box one month only to find the meter covered again the following month.  All it takes is a good rain, or watering of the lawn, for dirt from run-off to resettle over your meter. Dirt also can cover the meter as a result of insect or rodent activity or from slamming the meter box lid.  Usually when we have reports of meter boxes being full of dirt and debris, the debris is easily cleared away and a meter reading can be taken.

To assist the meter reader, please keep the meter box free of garbage cans, boxes, piles of yard waste, or parked vehicles.  Please do not install fences or plant trees or shrubs that restrict access to your meter or they may need to be removed.

MY WATER BILL INCREASED SUBSTANTIALLY THIS MONTH.  WHAT’S WRONG?

Your water usage should be fairly constant all year.  However, it might increase in the summer if you fill a swimming pool, water your lawn and/or wash cars frequently at your home.  A sudden unexplained increase in water usage could be the result of a leak.  Toilet leaks in particular are common and hard to catch until you have already received a high water bill(s).

HOW DO I DETECT A LEAK IN MY TOILET TANK?
Toilet leaks are normally caused by a problem with any of the following being bad; flapper valve, the flapper valve seat, the ballcock valve, the float arm and/or the overflow tube.  The best way to determine if your tank is leaking is to use a dye test.  Simply place a dye tablet, or three drops of food coloring, in your tank.  If the color appears in your toilet bowl within a few minutes you have a leak and it may be best to consult a licensed plumber.

DOES EVERY METER HAVE A LEAK DETECTOR ON IT?
Older meters do NOT have a leak detector, but the newer ones do.  A leak detector is a small, usually triangle-shaped feature, visible on the face of the water meter.   If the leak detector is moving while all fixtures or faucets are shut off usually indicates water is being lost somewhere.  If the house valve is turned off and the leak detector is moving usually indicates the service line is leaking (the pipe feeding water to the house from the water meter).

WaterMeterLeakDetector

CAN THE CITY OF ROBINSON PINPOINT A LEAK FOR A CUSTOMER?
We can only show where the water is surfacing.

WILL THE CITY OF ROBINSON WORK ON THE PLUMBING IN MY HOME?
No, the city only provides a water meter and the service line to your property.  All pipes inside the home, and lines running from the meter to the home, are the customer’s responsibility.

WILL THE CITY OF ROBINSON REPAIR A LEAK IN AN UNDERGROUND WATER LINE ON MY PROPERTY?
All lines beyond the water meter belong to the homeowner and are their responsibility.  If there is a leak beyond the water meter it should probably be repaired by a plumber.

THERE HAS BEEN WATER IN THE STREET FOR SEVERAL DAYS FROM A LEAK, AM I PAYING FOR THIS WATER?

No, water leaking in the street is likely coming from the City of Robinson distribution line, and is not being charged to a customer’s bill. Please call the city at (254) 662-1415 Ext. 6002 to report the leak.  For after hours call 254.662.0525.

I HAVE REPORTED LEAKING WATER IN A STREET, BUT IT IS STILL NOT REPAIRED. WHY?
The City of Robinson maintains a list of water leaks needing repair.  Leak repairs are prioritized based upon severity.  Again, customers are NOT billed for leaks in the street.

WHY IS ALL THAT WATER JUST FLOWING OUT OF THE HYDRANT INTO THE STREET?

It may seem strange to see utility workers letting thousands of gallons of water flow freely from a hydrant, particularly during the hot summer months, or even during a drought.  So why do we do this?  As water ages in the distribution system, disinfectant levels can decrease.  To ensure water maintains its proper disinfectant levels, flushing is required.

HOW DO I PROTECT MY WATER LINES FROM FREEZING?

A few precautions can save you from the mess of a frozen pipe and the expense of repairs:

  • If you have a history of freezing pipes, or if your pipes run along or in outside walls, allow water to run in a small steady stream from both the hot and cold faucets.
  • Disconnect outdoor garden hoses and drain outdoor faucets.
  • Locate your main shut-off valve inside your house and label it.
  • Wrap exposed pipes, typically found under sinks, especially if pipes are located on outside walls. 
  • If your house has a crawl space, close all vents and access doors.
  • Open cupboard or cabinet doors to allow indoor heat to warm pipes.
  • If you are going to be gone for an extended period of time, during cold spells, shut off your water service and open faucets to drain pipes.
  • If you have an irrigation system, be sure it has been properly winterized.
WHAT IS THE DIFFERENCE BETWEEN PRESSURE AND VOLUME?
Pressure is the amount of water you get in force (PSI).   Volume is the amount of water you are capable of receiving through your line.

WHAT WOULD CAUSE LOW PRESSURE ONLY AT ONE LOCATION?

When a customer calls and complains of “low pressure,” it is usually is not low “pressure”, instead it is typically low “volume” such as:

  • If the problem is inside the home, it is a volume issue, not pressure.
  • If the problem is at a particular fixture or faucet inside the home, the faucet or aerator screen might be plugged.  Remove and clean the aerator or faucet screen to see if that solves the problem.  If not, it may be best to call a plumber as the problem may lie internally.  If the problem is internally it is not the responsibility of the City.
  • If you recently installed a new irrigation system, and experience low pressure in the irrigation system, the system might be “over-designed.”  If this holds true you will need to modify the system or contact a plumber.
WHAT RULES AND/OR LAWS GOVERN THE OPERATIONS OF THE CITY UTILITIES?  
The City of Robinson's utility department is governed by City Ordinances, which are passed by Robinson City Council. These ordinances state specifically the rates to be charged for all utility services. They also set forth the various service charges that you may be billed for such as; service turn on, meter test fee, and other miscellaneous fees.  The State of Texas sets the regulations on the operations of the water system.