Pocatello Utility Billing Frequently Asked Questions
How do I change the Due Date on my Utility Bill?
Where you live determines when your bill is due. While we cannot change the due date of your utility bill, we can accept a payment arrangement that will help accommodate a different due date for you.
I get paid once a month and my bill is due before this date. What can I do?
Where you live determines when your bill is due. While we cannot change the due date of your utility bill, we can accept a payment arrangement that will help accommodate a different due date for you.
I am unable to make my payment. What can I do?
A payment arrangement can be made by sending an email requesting an arrangement with the dates and amount to be paid. You can visit our office at 911 N 7th Ave inside City Hall during our business hours, or you can place a note in one of our drop boxes with the dates and amount to be paid. Arrangements are pending until accepted by our office and you receive notification of such.
How do I make a payment arrangement?
Payment arrangements need to be done in writing. You can send an email to utilities@pocatello.gov requesting an arrangement with the dates and amount to be paid. You can visit our office at 911 N. 7th Ave. inside City Hall during business hours or you can place a note in one of our drop boxes with the dates and amount to be paid. Arrangements are pending until accepted by our office and you receive notification of such.
My water is shut off. Now what?
If your water has been turned off due to nonpayment, please contact our office at 208-234-6241 if you wish to pay with a credit or debit card. If you wish to pay with cash, money order/cashier’s check, personal check, credit/debit card, you can visit our office at 911 N. 7th Ave. inside City Hall during our business hours. In order to restore service, the full past due amount plus a deposit if one is not already on the account will be required. A $40.00 out-for-shutoff fee will be added to your next billing statement.
My water is off and my account is current. Now what?
Please contact us at 208-234-6241 during regular business hours or for after hours, the Water Department's emergency number at 208-234-6181.
I have a collection account with the City. What do I do?
All collection accounts need to be paid in full before new services will begin. Please contact our office at 208-234-6241 if you wish to pay with a credit or debit card. If you wish to pay with cash, money order/cashier’s check, personal check, credit/debit card, you can visit our office at 911 N. 7th Ave. inside City Hall during our business hours. You can also pay at the Credit Bureau office located in Pocatello at 1246 Yellowstone Ave. #D1.
I have a finalized account with a balance. How do I avoid being sent to collections?
As long as you make a monthly payment your account will remain in our office allowing you to pay the balance in full without being sent to collections.
I am moving. What do I need to do?
Complete and submit the Discontinue Utility Service form, giving us the day you wish to have services terminated and a forwarding address for your final bill. It is your responsibility to let us know when you have moved so that we can get the services out of your name. Best practice is to make sure you put this in writing to us.
I may have a leak. What do I do?
Check inside your home first for leaking toilets, faucets, hot water heaters or water softeners. If you don’t find anything leaking inside your home, please call the Water Department at 208-234-6182 to schedule a time to meet an employee to assist you. You will be advised if it is a leak you will need to repair or if it is a City Leak at that time. If it is a leak you need to repair, please call our office at 208-234-6241 as soon as repair is made so we can verify the repair was made. Please submit a copy of the repair bill for a possible adjustment to your account.
Who do I call after hours or on weekends if I have a water emergency?
Our Water Department's emergency number is 208-234-6181.
My trash container was not picked up as scheduled. Who do I contact?
Please call the Sanitation Department at 208-234-6192.
Who do I contact if my trash container is lost, damaged, or needs cleaning?
Please call the Sanitation Department at 208-234-6192.
I am going to rent an apartment or home. The landlord says I need to put the services in my name. What do I do?
A copy of the lease agreement is required. All persons listed on the lease will need to provide copies of their driver’s licenses and complete and sign an application for service. Our office, located inside City Hall at 911 N 7th Ave, is open during business hours. A deposit will be required.
I pay my bill monthly, why do I receive Urgent Notices?
The billing statement you receive states the date your payment is due. If the full payment is not received by that date, a late notice will be mailed the next day giving you a 7-day grace period before a late fee is assessed or services are terminated.
The late notice is threatening. Why does it state my services will be terminated?
The notice states that if full payment or a payment arrangement is not made by 5:00 p.m. before the due date, the services will be terminated. Making a payment arrangement is the best way to ensure your services will not be interrupted if you need more time to make your payment. The wording is not meant to be threatening, but it is stating what will happen if payment or a payment arrangement is not made before the due date. Before any action can be taken, that action must be stated. Per City Ordinance, all bills are due and payable monthly.
Why doesn’t the City allow a longer time frame to pay my bill?
Since the City bills for actual water used instead of a flat rate, a one-month bill to you is a two-month balance to the City. Allowing a longer time frame places the City at risk for higher balances if the account remains unpaid and is turned to collections, which is a 100% revenue loss to the City. If you need additional time to pay, please make a payment arrangement.
I turned my sprinkler system off two weeks ago and my water consumption is still high. Did you misread my meter?
The City bills for the actual water used for the previous month. For example, we read your meter on July 25. The consumption is for the period between June 23 and July 25. Your billing statement for that period would be sent on August 15. If you shut your water off any time after July 26, it will not reflect on your billing statement until the statement that is sent on September 15.
I’m not receiving billing statements. What can I do?
We are able to send your billing statements as paperless e-bills.
I have Bank Drafting but you still send me the blue envelopes with my statement to make my payment with. Isn’t that a waste of money?
We send out roughly 18,000 billings a month. We are unable to change the combination of the mailings which include the billing statement, the Mayors newsletter, and the blue payment envelope. If you would like to help the City save money and you are set up for Bank Draft, you could opt to have your billing statement sent to your email address. You can access the Mayor's newsletter online.
Why can I only set up level pay in November?
The way level pay works is to build up a credit balance that will then offset the higher bills while keeping your payment lower. The winter billings are typically smaller with less water being consumed than the summer bills when watering the lawns are taking place.
What are Utility Billing's business hours?
Business hours are Monday – Friday, 8:00 a.m. to 5:00 p.m.