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1. How do I enroll in automatic bill pay?

To enroll in Automatic Bill Pay, visit  onlinebiller.com/sbmwd/ and enroll in Online eBilling. Once enrolled, you may sign up for automatic bill pay using your checking or savings account. It’s quick, easy, and free!

2. How do I change information on my bank drafting enrollment?

Log in to your online eBiller account onlinebiller.com/sbmwd/ to update or change your bank account information. Inaccurate information may result in payments being refused by your financial institution. The Water Department is not responsible for delays or losses that result from inaccurate information or failure to provide us with timely notification of changes.

3. What happens if a payment is rejected?

Payments may be rejected by your financial institution because of insufficient funds, closed/unauthorized accounts or other reasons. Check with your financial institution for possible fees it may impose. If your payment is rejected, the Water Department will charge a $30.00 return draft fee. The Water Department reserves the right to terminate your participation in Bank Drafting if your payment is rejected more than once within 12 consecutive months.

4. How do I cancel Auto Pay / Bank Drafting?

You may cancel your participation at any time by logging on to your Online e-Billing account.  Please allow one (1) business day notice to cancel your participation and terminate any pending bank drafts.

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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.

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1. How do I file Developer Installed application

Retrieve the application from Engineering website, fill it out, and submit it to SBMWD with your payment.

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1. How do I obtain a water service/s or upgrade my current service for my property?

For properties looking to obtain a new water service which do not already have one, be sure to check firstly if there is a water main fronting the property. This can be done with Engineering in person (397 Chandler Place) or over the phone (909) 453-6175.

The first step is to submit the Rule & Reg. 5 application and pay the appropriate application fees. Applications will be submitted to Customer Service at 1350 South “E” Street. From the application, Engineering will create a Cost Invoice for the total amount due to SBMWD for the installation of the water service requested. Payment of the Cost Invoice fees will be done at Customer Service. After payment, please call SBMWD’s Distribution Section at (909) 453-6175 or (909) 453-6121 regarding scheduling of installation of the water service.

2. After I pay my water invoice, who do I call to schedule water installation?

To schedule water installation, contact Water Utility Distribution Section at (909) 453-6123.

Office hours: M-Th 6:30 a.m. to 4:00 p.m. Fri 6:30 a.m. to 3:00 p.m. 

3. Once I receive my Engineering invoice, where do I make my payment?

Two payment options: 

1) (In person):  Customer Service Office located at 1350 South "E" Street, San Bernardino, CA 92408

      Office Hours- M-Th 7:30 am-5:30 pm, Fri 7:30 am - 4:30 pm

 2) (Payment by Mail):  SBMWD - P.O. Box 710, San Bernardino, CA 92402

4. How long does it take to process a water or sewer application after payment is accepted?

A water application typically takes 3-4 weeks to process from the day the Engineering Office receives the application from the Customer Service office.

A sewer application typically takes 10 days to process from the day the Engineering Office receives the application from the Customer Service office.

5. How much will my monthly bill for water and sewer be?

Please click on Rates under Navigation to acquire the monthly cost of water & sewer.

 http://www.sbcity.org/water/residents/rates.asp

6. Do I need a fire service?

Any time fire sprinklers are being installed a fire service will be needed as well within SBMWD’s Water Service Area. A fire service has a minimum diameter size of 1 inch and will not be charged an Acquisition of Service Charge, only materials and labor for its installation. Please check with the San Bernardino County Fire Department and San Bernardino Building & Safety if fire sprinklers will be required for your project. A good rule of thumb for all new homes, commercial, and industrial structures, fire sprinklers will be required along with home additions over 499 square feet.

7. How can I obtain a fire flow test?

Submit a Rule and Regulation No. 5 application. Fill out as much information as possible and provide a map/exhibit showing the area in question and the potential facilities to test.

8. How do I connect the Public Sewer system and how much is it to connect?

Firstly, call SBMWD’s Engineering Section to see if a sewer main is fronting the property. Engineering can be reached at (909) 453-6175.

If a sewer main fronts the property, submit a Rule & Reg. 5 Sewer Application with the appropriate application fees to Customer Service at 1350 South “E” Street. SBMWD’s Engineering Section will create a Sewer Cost Invoice to connect to the Public Sewer System. 

Payment of the Sewer Cost Invoice will be done at Customer Service. After payment, the engineer will generate a Sewer Capacity Certificate. Before constructing the new sewer lateral be sure to obtain the correct Public Works Permits to be in the street, and the Public Works Permit will be checked before an inspection can be scheduled. The inspection of the new sewer lateral will be done through SBMWD’s Engineering Section, please call (909) 453-6175 to schedule an inspection. Once the new sewer lateral has been approved, the contractor or property owner on site will be given a signed Connection Permit.

9. What are Sewer Capacity fees?

Sewer Connection fees is charged to all new users or existing users who increase their use of the sewer system. This fee helps in the improvement and expansion of sewer facilities in the city.

10. Do I need a City Permit to do sewer lateral repair work on my property?

Yes, you need a permit to perform lateral work in the public right way (Public Works) and on your property you will need a permit from Building and Safety. When conducting work on an existing sewer lateral,  you will also need to obtain a Sewer Connection Permit through SBMWD.  Please use the Sewer Application & with appropriate fees to Customer Service. SBMWD's Sewer Collection Section will inspect the repair to the lateral to be sure it is in good condition before returning to service. 

11. How often should my sewer lateral be cleaned?

To avoid costly repairs as well as health, safety, and environmental hazards, laterals should be cleaned regularly. How often you clean your lateral depends on the age of your house, the growth of tree and brush roots and the types of items that go down the drain. A good rule of thumb is to have a plumber check your lateral every two to five years. Check more often if you experience a sewage-like odor or frequently clogged drains.

12. How do I know if my sewer lateral needs repair or replacement?

Some signs that a lateral may need repair or replacement include frequently clogged drains and an odor of sewage. To accurately assess the condition of your sewer lateral, a Closed-Circuit Television Video (CCTV) inspection is needed. Possible deficiencies that may be detected include displaced joins, open joints, root intrusion, substantial deterioration of the line, cracks, leaks, sags, and inflow and /or infiltration of extraneous water, fats, oils, and grease, or sediment deposits.

13. Who owns and maintains my sewer lateral?

The main sewer line in the street is owned and maintained by the City. However the connecting sewer lateral line running from the house/building to the main sewer line in the street is owned and maintained by the property owner. It is the responsibility of the property owner to properly maintain their sewer lateral line. Internal problems in the lateral, such as internal blockages, misalignments, or deterioration, are the property owner’s responsibility.

14. How do I know if I have a septic system or am connected to the sewer main?

A check of where the main sewer line is and lateral records can help you determine if the structure is connected to the house. A customer can obtain this information by calling engineering at (909)453-6175 or in person at 397 Chandler Place.

If there is no sewer main adjacent to the property, the property is most likely not connected to the sewer system and is on septic.

If a sewer main is adjacent to the property and lateral records are found, the property may be connected. The only way to be sure the property is connected is to have a reputable plumbing contractor preform a dye test for the property owner. The City does not provide this service.

15. I’m on a septic system, and it needs to be replaced. May I replace it with a new one?

A property owner must connect to the sewer system if the property is within 200 feet of a sewer main line. If the property is outside the 200 feet from a sewer main, the property may be able to replace the current septic tank with a new one. Approval of a new septic tank will need to be done through the Regional Water Quality Control Board, San Bernardino County Environmental Health Division, and San Bernardino Building & Safety.

16. How do I request water and/or Sewer Atlas Maps?

A Water and/or Sewer Atlas Map request can be sent via email to engineering@sbmwd.org. Please provide a map/exhibit showing the area in question.