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Customer Service

 

Customer Service Office

Customer Service Contacts

Address:

1350 South E Street, San Bernardino, CA 92408

Customer Service Line: (909) 384-5095

 Office Hours:

 7:30 a.m. - 5:30 p.m., Monday - Thursday

7:30 a.m. - 4:30 p.m., Fridays

 Customer Service Fax: (909) 453-6396
 Water Emergency (24 Hours): (909) 384-5141

 Mailing Address:

SBMWD Customer Service

P.O. Box 710,

San Bernardino, CA 92402


Resources for New Customers


 Customer Service FAQs

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. For more information visit our Start/Stop service page

2. Where are you located? What are your Customer Service business hours?
Our Customer Service office is located at 1350 South E Street, San Bernardino, CA 92408. We are open Monday through Thursday, 7:30 a.m. – 5:30 p.m., and Fridays 7:30 a.m. – 4:30 p.m. 

3. What should I do if I need emergency service?
The San Bernardino Municipal Water Department has staff on call for emergency service 24-hours a day, 7 days a week. After-hours water and sewer emergency calls are handled by the answering service. To report a water or sewer emergency, please call (909) 384-5141. Please note: Always report sewer spills or overflows by phone immediately as these have the potential to pollute surface or groundwater and threaten public health.  

4. What are my billing and payment options?
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 1350 South E Street, San Bernardino, CA 92408.

5. When do I get my security deposit back?
Deposits are credited to customers after 25 consecutive months of good pay history or returned after termination of the account. 

6. What can I do if I believe there is an error on my bill? 
If you believe a billing error has occurred or wish to make payment arrangements please contact our Customer Service staff by calling (909) 384-5095 or visit in person at 1350 South E Street, San Bernardino, CA 92408. View additional information about Understanding your Bill.

7. Do you offer customers low-income assistance?
Yes. The San Bernardino Municipal Water Department offers the Customer Assistance Program (CAP) for eligible low-income households. CAP program participants receive a $5.00 deduction off their monthly bill. View the Customer Assistance Program Application or call Customer Service at (909) 384-5095 for information on how to apply and eligibility requirements.  

8. How is my water use determined? How do I learn more about my water meter?
Your water use is detected and recorded as it flows through the water meter.

9. Are there water use restrictions? When can I water my lawn?
Yes. The San Bernardino Municipal Water Department has ongoing water use restrictions under Stage IIA of our Water Shortage Supply Plan. These outdoor water use restrictions include a mandatory irrigation schedule. Residents may water 3 days per week on Mondays, Wednesdays, and Fridays, before 8:00 a.m. and after 6:00 p.m. Additional outdoor water use restrictions apply.  Please view our Water Restrictions page for more information. 

10. 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. 

11. 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 rebates, no-cost services, free onsite consultations, workshops and more. Residential, commercial and institutional customers are eligible. Visit our Water Conservation Programs page for more information. 

12. How can I learn more about the quality of my water?
Each year the San Bernardino Municipal Water Department produces our annual and mandatory 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