Frequently Asked Questions
How can I submit documents to Utility Customer Service?
Documents may be submitted in the following ways.
Via Email: firstname.lastname@example.org
Via Mail: Utility Billing Division, 801 W. San Mateo, Santa Fe, NM 87505
Dropbox: Place documents in the drop box in the parking lot of the Utility Billing and Water Division's office at 801 W. San Mateo Road
Please note: incomplete, inaccurate, illegible, and or unsigned documents will not be accepted or processed.
How do I start new service?
New Owners: New property owners must provide the Division a copy of the New Owner Account Transfer Form with a copy of their Warranty Deed, received from their title company on the day of closing. Property owners who made a direct purchase must provide a copy of their Settlement Statement.
Tenants: Tenants must provide a copy of the Release of Liability and Utility Services Application, which also requires the landlord. The copies of the following documents must be attached.
- A lease with a term of at least six months
- A government-issued photo ID (tenant)
Does the Utility Billing Division require a deposit to establish new services?
Tenants are required to pay a deposit. Deposits will be credited to the tenant's final bill when the account is closed. Any remaining deposit will be refunded and mailed to the forwarding address provided if the amount is $5.00 or greater.
How do I set up Direct Debit?
Customers may submit a Direct Debit Authorization form with an attached voided check or deposit slip. This may be submitted online by mailing it to Utility Billing Division, 801 W. San Mateo, Santa Fe, NM 87505, or placing it in the drop box (at 801 W. San Mateo)
Customers can also go to www.santafenm.gov/paymentus to set up an automatic payment with a Credit Card.
How do I pay my bill?
Customers can make their payment by:
- Calling our free automated pay system at 505-955-6100
- Using Paymentus online at www.santafenm.gov/paymentus
- Mailing the payment to 801 W. San Mateo, Santa Fe, NM 87505
- Dropping the payment in the drop box (in the parking lot) at 801 W. San Mateo
Does the City of Santa Fe Water Division notify the customer when there is a water leak?
The Water Division's Water Conservation Section tries to notify as many customers as possible. However, that is not always feasible.
Customers can monitor their water consumption and set alerts if consumption is higher than usual by creating an EyeOnWater account.
Why are there two rates for sewer?
Sewer is billed with both a fixed charge and a variable charge. The variable charge is calculated using your average water use in December, January, and February.