Show All Answers

1. How do I establish or terminate water service?

To open or close your water account contact our Customer Service staff at 909-384-5095 during normal business hours. Starting or stopping service requires one (1) business day notice. For more information visit our Start/Stop service page.

2. Where are you located and what are your Customer Service business hours?

Our Customer Service office is located at:
1350 South E Street
San Bernardino, CA 92408

Office and Call Center Hours
Monday through Thursday
8:00 a.m. to 5:00 p.m

Friday
8:00 a.m. to 4:00 p.m.

3. When is the best time to contact Customer Service? Is the Customer Service office closed on holidays?

The busiest times for our office are Mondays, the first week of the month, and Friday afternoons.  It is best to contact us on Tuesdays- Thursdays and after the first week of the month.

The San Bernardino Municipal Water Department offices are closed in observance of the following holidays:

• Martin Luther King Jr. Day:  Third Monday in January 
• President’s Day: Third Monday in February  
• Memorial Day: Last Monday in May 
• Independence Day: On July 4^th, or closest business day if the holiday falls on the weekend 
• Labor Day:  First Monday in September
• Veteran’s Day:  On November  11^th, or the closest business day if the holiday falls on the weekend 
• Thanksgiving:   Fourth Thursday and Friday in November  
• For Christmas Eve, Christmas Day, New Year’s Eve and New Year’s day, holiday office closures vary depending on if the observance falls on a weekday or weekend.

Please check the Department’s Website, Instagram, Facebook and Twitter pages for Holiday Closure dates and reminders.

4. What should I do if I need to report an emergency?

After-hours water and sewer emergency calls are handled by our answering service. The San Bernardino Municipal Water Department has staff on call to respond to emergencies 24-hours a day, 7 days a week.  To report a water or sewer emergency, including leaks in the street or hit fire hydrants, please call 909-384-5141. Please note: Always report sewer spills or overflows by phone immediately as these have the potential to pollute surface water or groundwater and threaten public health.

To start service or reconnect service after disconnection, please contact our office during normal business hours at (909) 384-5095. Emergency staff will not be able to assist with establishment or re-establishment of an account or service.

5. What are my billing and payment options?

San Bernardino Municipal Water Department (SBMWD) customers can pay bills/deposits in person, online and over the phone. Automatic bill payment, paperless billing, and e-billing options are also available. Visit our Payment Options page for more information. 

For payment arrangements contact Customer Service by phone at 909-384-5095 or visit our office:
1350 South E Street
San Bernardino, CA 92408

6. When do I get my security deposit back?

Deposits are credited to customer accounts after 24 consecutive months of good pay history while the account is open, or, deposits are applied to the account balance upon termination of the account. Call the Customer Service line at 909-384-5095 for more information.

7. What can I do if I believe there is an error on my bill?

If you believe a billing error has occurred, please contact our Customer Service staff by calling 909-384-5095, or visit in person at:
1350 South E Street
San Bernardino, CA 92408

How to Read Your Bill

View additional information about Understanding your Bill (PDF).

8. Do you offer customers low-income assistance?

The San Bernardino Municipal Water Department offers the Customer Assistance Program (CAP) for eligible low-income households. CAP program participants receive a $15 deduction off their monthly bill. View the Customer Assistance Program Application (PDF) or call Customer Service at 909-384-5095 for information on how to apply and eligibility requirements. A Spanish language version of the application is also available here: El Programa de Asistencia al Cliente (PDF). 

9. How is my water use determined?

Your water use is detected and recorded as it flows through the water meter. Your water meter is read monthly by one of our Department's Meter Readers.  View the How to Read Your Water Meter Page or call us at 909-384-5095 for more information.

10. Are there water use restrictions that would restrict me from watering my lawn?

The San Bernardino Municipal Water Department has ongoing water use restrictions outlined within the Department's Water Shortage Contingency Plan. These outdoor water use restrictions include a mandatory irrigation schedule. Residents may water 3 days per week on Mondays, Wednesdays, and Fridays, before 8 a.m. and after 6 p.m. Additional outdoor water use restrictions apply. Please view our Water Restrictions page for more information.

11. Who is responsible for a leak or any issues on the water line?

Customers are responsible for the underground service line that connects their property to the water meter. The San Bernardino Municipal Water Department maintains the lateral pipe from the main line up to the water meter, but any leaks or issues past the meter on the customer side are the responsibility of the customer/property owner. Call the Water Department at 909-384-5095 for any questions or more information.

12. What programs are available to help me save water?

As a part of our commitment to water use efficiency, the San Bernardino Municipal Water Department offers many water conservation resources, including:

• Free Water Efficient Landscaping Resources
• Free Household Water Conservation Kits
• Rebates
• Workshops

Residential, commercial, and institutional customers are eligible. Visit our Water Conservation Programs page for more information.

13. How can I learn more about the quality of my water?

Each year the San Bernardino Municipal Water Department produces our mandatory annual Consumer Confidence Report which provides detailed data and information about the quality of our drinking water. This report includes information about where your water comes from and what we are doing to meet and exceed federal and state water quality standards. View our annual Consumer Confidence Reports.