Utility Billing: Frequently Asked Questions

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Your Utility Billing Questions – Answered

We created this page to give you clear, up-to-date answers about the City of Mountain House's new utility billing schedule, payment options, and ways to get help. Our goal is to be transparent, make things easier to understand, and help you stay on top of your account.

📢 Need to Reach Us?

Our Customer Service team responds to inquiries in the order they are received. This helps us serve everyone fairly and keep response times reasonable.

Please send one detailed message or voicemail per issue and give our team time to reply before sending a follow-up. Multiple messages about the same question can slow down the process for everyone and cause phone lines to fill up quickly.

Thank you for your patience and for helping us keep the lines open for all residents.

How do I start new utility service?

Pay Online

Use the current portal today. The new portal opens November 17.

Current Portal New Portal (Nov. 17)

First time in the new portal, you will create a new password.
If you use credit card autopay, you must re-enroll in the new portal starting November 17.
If you use bank draft (ACH) autopay, you do not need to re-enroll.

Other Ways to Pay

Pay In Person
Town Hall, 251 E. Main Street, Mountain House, CA 95391
Mon–Fri, 8:00 a.m.–5:00 p.m. (Closed 12:00–1:00 p.m.)
Drop box available 24/7

Pay by Mail
City of Mountain House
PO Box 682288
Houston, TX 77268-4000

Pay by Phone
Current IVR: 1-855-230-7396
New IVR (Nov 17): (855) 234-0365

Questions? Email mhutilities@sjgov.org or call (209) 831-5025. Include your account number and service address for faster service.

Frequently Asked Questions

When does the new portal go live?

The new customer payment portal opens on November 17. You can keep using the current portal until the changeover.

Do I need to re-enroll in autopay?

Credit card autopay: Yes, please re-enroll in the new portal starting November 17.
Bank draft (ACH) autopay: No action needed. Your enrollment carries over.

What happens the first time I log in to the new portal?

You will be prompted to create a new password. After that, you can add a payment method to the secure wallet and, if applicable, re-enroll in credit card autopay.

Where do I pay during the transition?

Use the current portal until November 17. Starting November 17, use the new portal.

Is there a new pay-by-phone number?

Yes. The new IVR is (855) 234-0365 beginning November 17. You can continue using 1-855-230-7396 until then.

I’m paperless but didn’t get a PDF bill. What should I do?

Some paperless emails were sent without the PDF. We are working with the vendor. Email mhutilities@sjgov.org and we will send a copy.

What if I’m a tenant and can’t be added to the account?

If the property owner does not add you as a secondary account holder, we can still help you view and pay the bill. Email mhutilities@sjgov.org.

What documents do I need to start new service?

Homeowners: submit the New Service Request Form with a final, title-company-stamped ownership document (e.g., Final Settlement Statement). Tenants: your landlord can add you as a secondary account holder.

New Service Request Secondary Account Holder

Why is my bill for 33 days instead of 30?

For a short time, each bill will cover 33 days of service instead of 30. This helps us catch up from the billing system change.

Regular 30-day billing is expected to return in August 2026.

Example: If your daily cost is about $8, then a 30-day bill is $240 and a 33-day bill is $264. Those extra 3 days are the difference.

📅 Temporary 33-Day Billing Schedule

Note: Dates are estimates and may shift slightly.

Billing Period	Est. Bill Mailed	Days	Est. Due Date
07/22/2025 – 08/23/2025	10/24/2025*	33	11/21/2025
08/24/2025 – 09/25/2025	11/24/2025	33	12/22/2025
09/26/2025 – 10/28/2025	12/23/2025	33	01/20/2026
10/29/2025 – 11/30/2025	01/21/2026	33	02/18/2026
12/01/2025 – 01/02/2026	02/19/2026	33	03/19/2026
01/03/2026 – 02/04/2026	03/20/2026	33	04/17/2026
02/05/2026 – 03/09/2026	04/20/2026	33	05/18/2026
03/10/2026 – 04/11/2026	05/19/2026	33	06/16/2026
04/12/2026 – 05/14/2026	06/17/2026	33	07/15/2026
05/15/2026 – 06/16/2026	07/16/2026	33	08/13/2026

^* Reflects updated rates starting 07/01/2025.

📧 Ask About Your Bill

How Do I Register for EyeOnWater?

You have direct and secure access to your water usage data with EyeOnWater. It includes a secure website where you can review and analyze your usage patterns. After the initial online sign-up, you can also download a mobile app.

With these tools, you can: View your hourly usage activity. Gain greater understanding and control of the amount of water you use. See easy-to-understand graphs. Set up alerts, including notifications to help identify potential leaks.

To get started: Visit EyeOnWater.com and create an account. You’ll need your zip code, account number, and email address to register.

Where do I get the forms?

What if I’m a tenant and can’t get added to the account?

You can still pay the bill! We’ll help you find it online or give you the details you need.

Example: Even if your landlord won’t add you, you may be able to pay through our payment portal with the account number.

When emailing for help, please include:

Your full name
Service address
Landlord's name (if known)
Reason you can’t be added to the account
Any account number or billing information you have

📧 Contact Utility Services

I’m moving out — how do I close my account?

If you’re the owner:

We require legal documentation and a forwarding address. We can close your account on your final settlement date and send a prorated final bill for the exact days you lived there to your forwarding address.

Example: If you move out on March 10, your bill will cover everything up to that date.

Acceptable proof of ownership transfer includes:

Final closing statement from escrow
Grant deed or recorded deed showing transfer
Recorded notice of sale
Escrow closing letter from the title company

When emailing to request account closure, please include:

Your full name
Service address
Account number
Move-out date
Forwarding address for final bill/refund
A phone number or email for follow-up

📧 Request Account Closure – Owner

If you’re a tenant:

Your name must be on the account as a secondary account holder. To be removed, the property owner (landlord) must submit an email with documentation of your lease end date. We don’t close the account for tenants — the landlord remains the account holder and works with you to settle the bill.

When emailing to request removal, please include:

Your full name
Service address
Account number
Lease end date
A phone number or email for follow-up

📧 Request Removal – Tenant

What’s the difference between a low-density and a medium-density home? How do I know which one I live in?

Low vs. Medium Density Homes

Here is a simple guide to help you tell the difference and find your neighborhood on the map.

What Do These Terms Mean?

Low Density

Mostly single-family homes.
Larger lots and more space between houses.
Fewer homes per acre.

Medium Density

Homes are closer together.
Smaller lots, compact single-family, or some townhomes.
More homes per acre than low density.

These terms come from City planning and zoning. They describe how many homes can be built in an area.

Neighborhood Density Map

Find your neighborhood on the map below to see whether it’s classified as low or medium density.

Why This Matters for Bills

You may see “Low Density Home” and “Medium Density Home” in our sample bill comparisons. These are examples to show how a 33-day cycle can change a bill. Your bill depends on your real water use.

Why am I paying for May–June in August? Didn’t I already pay this?

You may be surprised to get a bill for earlier service dates, but this billing period has not yet been charged.

Here’s why:

The City upgraded its utility billing system this spring to serve you better.
The last bills under the old system were sent on April 7 with a due date of April 28.
While we switched systems, bills were delayed. The next round is being mailed in July 2025.
The August bill covers May 17 – June 18, which has not been billed yet.
We extended due dates and are not charging late fees while we get back on schedule.

Example: Think of it like your water, sewer, and trash service is “used first, billed later.” If you used services in May and June, you’ll see those dates on your August bill.

💡 Tip: Once we’re fully caught up, bills will be sent closer to the service period, and you can check them anytime in our online payment portal.

📧 Ask About Delayed Billing

I didn’t get my bill — what should I do?

Why didn’t my paperless email have the bill attached?

A recent system glitch caused some customers to receive their bill email without the attached PDF. We are working with our technical support team to fix this issue so it does not happen again.

If you did not receive your bill PDF, email us and we’ll send it to you directly. Please include the details below so we can locate your account quickly:

Your full name
Service address
Account number (if available)
Billing period you are requesting

📧 Request Bill PDF

I’m confused by my bill — can someone explain it?

Yes! We are happy to review your bill with you step by step so you know exactly what each charge means. You can call at 209-831-5025 or email us to request a bill review.

During a review, we can break down your water usage, sewer charges, and trash fees so you understand what each part of your bill covers. We’ll also answer any questions about rates, service dates, or adjustments.

When emailing to request a bill review, please include:

Your full name
Service address
Account number
Billing period you have questions about
A brief description of your concern

📧 Request Bill Review

Can I pay if I don’t have my bill yet?

Yes! You can always make a payment ahead of time and even add credit to your account before your bill arrives. This can help you stay ahead and avoid a large payment later.

Example: If your past bill is usually $250–$300, you can pay that amount now. When your next bill comes, any extra will stay as credit on your account and be applied automatically.

📧 Get Payment Help 💳 Add Credit for Next Bill

How does organic waste recycling affect my waste rates, and is there a senior discount available?

Senate Bill (SB) 1383 is a statewide law that requires residents to separate organic materials such as food scraps and yard waste from regular trash to reduce greenhouse gas emissions. This program affects residential waste services and may result in utility rate adjustments due to additional collection and processing requirements.

✅ Senior Discount Available – Residents aged 65 and older may qualify for a reduced rate. Please contact the City at (209) 831-2300 for eligibility details.

For a full list of frequently asked questions, including acceptable items, cart contamination rules, composting tips, and rate information, please review the FAQ below:

City of Mountain House

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