24 Hour Customer Service: 479-621-1142

FAQs

Your Questions Answered

Payments

When is my bill due and how can I pay it?
Can I have a payment extension?
Can I change my due date?
What type of payments do you take at the Rogers Water Utility office or online?
Why does the automated payment system say my account number is invalid?
How can I pay just the past due amount owed on my bill?
Why am I not able to pay more than a certain amount for my bill?
What do I need to do if I’m changing bank accounts and I am on bank draft?
If I move to a new address will my bank draft automatically be set up at the new address?
Why does RWU not offer levelized billing (aka Budget Billing)?

When is my bill due and how can I pay it?

Bills are due upon receipt and are considered past due after the due date listed on the bill. A 10% penalty for late payment is assessed after the due date and service is subject to disconnection 30 days after the bills are mailed. Payments can be made at our office, located at 601 S. 2nd St., Automatic Bank Draft, by telephone (800-420-1663), on our website, or by mail. We have a drive through service and night deposit box. We accept VISA, MasterCard, and Discover.  Transactions done in office or automatic draft are free of charge, payments made over the phone or online will incur a fee from the service provider.

Can I have a payment extension?

If you do not have sufficient funds to pay the bill in full, you may be eligible for a payment extension. To request a payment extension, please call the office during normal business hours and RWU staff will assist with this request. Please note, payment extensions are a courtesy, not a guarantee, as extensions are based on a standard process and some accounts may not qualify.

Can I change my due date?

Unfortunately, customers do not have the option to select a specific due date for their account as we follow a billing cycle to keep the number of read days consistent one month to the next. Based on your billing cycle, the due date can fluctuate, however, as many as 4 to 5 business days.

What type of payments do you take at the Rogers Water Utility office or online?

At the Utility office, we accept Visa, MasterCard, Discover, Check, Cash, and Money Order. Online and over the phone, we accept Visa, MasterCard, Discover, e-check, and debit cards. We do not accept American Express at either location.

Why does the automated payment system say my account number is invalid?

The automated system first asks for your Rogers Water Account number, this is a 10-digit number listed on the top-right corner of your RWU billing statement. Please enter the number without dashes.

How can I pay just the past due amount owed on my bill?

The automated system will first ask for your RWU account number (the 10-digit number listed on your bill).

      When making a payment over the phone:

  1. Enter your RWU account number into the automated system.
  2. The system will state the total amount due on the account.
  3. Then, the system will then ask, “Are you ready to pay?”
  4. Select NO
  5. At that time, you may then enter the past due portion of your bill (or any other amount you wish to pay).

      When making a payment online:

  1. Visit rwu.org and click “Pay My Bill” in the top-right corner of the webpage.
  2. Either select “Make One-Time Payment” or Log into your account.
  3. Enter only the past due portion or the amount you wish to pay in the “Pay this Amount” box before selecting “Continue” to complete the payment process. 

Why am I not able to pay more than a certain amount for my bill?

RWU utilizes a third party payment provider, Paymentus, to facilitate online and phone payments. As a result, certain transaction maximum limits exist. If you need to make more than the maximum limit, more than one payment should be made. The payment limits and transaction fees by customer type are as follow:

Payment Type Paymentus Fee per Transaction
Residential Customers: $1.75 flat fee ($200 maximum)
Commercial Customers: $3.30 flat fee ($350 maximum)
Industrial Customers: $90.00 flat fee ($8,000 maximum)
New Customers/Deposits/Other Payments: $9.75 flat fee ($1,200 maximum)

What do I need to do if I’m changing bank accounts and I am on bank draft?

All changes to any bank draft information need to be made in writing and be made at least two (2) weeks before the draft date.
There are two options:

  1. Print out the automatic bank draft authorization form and submit the changes to us.  The form has the instructions for submitting.
  2. Contact RWU at (479) 621-1142 to request the current draft information on your account be deleted. After doing so, visit www.rwu.org, click “My Account” at the top-right of the webpage, access your account, and enter the new banking information.

If you have any questions at all about which bank the draft will come out of, please call us for clarification at 479-621-1142.

If I move to a new address will my bank draft automatically be set up at the new address?

If you are on auto-draft with Paymentus, no; your draft will not transfer to your new address.
Once you receive your new RWU account number, log onto your Paymentus account (“Pay My Bill” in the top-right corner of the RWU web page) and add the new RWU account number to your Paymentus account.

If you are on auto-draft with RWU, yes; your auto-draft will transfer to your new address.
As such, please let us know when transferring service if you do not wish to remain on bank draft or will like to change your auto-draft banking information.

Why does RWU not offer levelized billing (aka Budget Billing)?

Currently, RWU bills customers based on actual usage, rather than estimated or averaged. This method assures account holders are paying for the water and sewer services actually used at your address. Additionally, private line water leaks that may occur add unpredictability that can complicate the levelized billing process. As such, RWU does not offer levelized billing.

Account Set up/Maintenance
Do you waive deposits?
When is my deposit refunded?
How do I set up a New Account?
How do I transfer service to a new location?
If my water gets disconnected for non-payment or returned check, when will services be restored?
My email address has changed, how do I updated my email address for e-billing (no physical statement)?
I have forgotten my password to log into my account to make a payment, what should I do?

Do you waive deposits?

Deposits are required to be rendered on all accounts. We do not accept letters of credit in lieu of deposits.

When is my deposit refunded?

Each deposit is held and applied to the final bill once the account has been closed. It will take approximately two weeks for your final bill to be generated. If you are due a refund, a check will be mailed approximately four weeks after the final bill has been sent. Always supply us with your forwarding address so your refund check can be mailed to the correct address. If you are moving to another address on Rogers’s water system, you may be able to transfer your current deposit to the new location in lieu of receiving a refund. Please read the next question regarding the transfer of service.

How do I set up a New Account?

If you are not currently a Rogers Water customer, please review the instructions listed in our New Customer Packet . Please note, a $50.00 Deposit, a service fee of $20.00 (next-day service), and New Customer Fees ($55; applicable for brand new customers) will be due before service can be set-up. If you are currently a Rogers Water customer, please contact our office via phone or email to request a transfer of service. Please read the FAQ: “How do I transfer service to a new location.”

How do I transfer service to a new location?

To transfer your deposit to a new service address, please contact our office to request the transfer of service. You may contact us in person or by phone to transfer service to your new service address. Once your new account is active, you will be charged a $20.00 service fee on your first water bill for your new address.

If my water gets disconnected for non-payment or returned check, when will services be restored?

If the amount necessary is paid to resume service before 4:30 p.m. on a weekday, RWU will restore service that same day. Any payments made on weekends or after 4:30 on weekdays will be reconnected the next business day. RWU restores service on a first-come first-service basis, so is unable to provide an exact time for reconnection. Therefore, it is the customer’s responsibility to make sure all faucets are off. To protect your property, service will not be restored if any water is left on.
*Service technicians will not accept payments; please contact Rogers Water’s administrative office during regular business hours, call (833) 362-3803, or visit www.rwu.org to make a payment.

My email address has changed, how do I updated my email address for e-billing (no physical statement)?

  1. Visit www.rwu.org and click “My Account” at the top-right corner of the web page.
  2. Enter in your account number (without dashes) and click “Submit.”
  3. Select the “Online Billing” icon, then select “Cancel.”
  4. Once cancelled, re-enroll in online billing with a new pin and new email address.
  5. For customers not utilizing e-billing, simply contact the RWU billing office at (479) 621-1142 or email us at service@rwu.org with the new email and request.

I have forgotten my password to log into my account to make a payment, what should I do?

Click the “Forgot Password” link next to Log in button in the Paymentus Customer Portal (accessed by clicking “Pay My Bill” button on our web site). If you are still unable to reset your account password, contact Paymentus Customer Care at: customercare@paymentus.com or 800-420-1663

Trash

What do I do if I have a question regarding the trash bill?
My trash/recycling has not be picked up or I would like to schedule a bulk waste pick up. What should I do?

What do I do if I have a question regarding the trash bill?

Call Orion Waste at (479) 878-1384. Their office hours are Tuesday-Saturday 8am – 5pm

My trash/recycling has not be picked up or I would like to schedule a bulk waste pick up. What should I do?

Please contact Orion Waste Solutions at (479) 878-1384. Orion Waste Solutions is the third party company that is contracted to pick up the trash and recycling for residential customers inside City limits. RWU assists in the billing and collection of trash funds for Orion and does not provide trash removal services.

Leaks and Credit Adjustments

What if I think I have a leak?
I have a water leak, is there an adjustment or credit I am eligible to receive?
Can I have a credit for filling my swimming pool?
I have a private line water leak and my landlord will not fix the leak. What should I do?

What if I think I have a leak?

If you think you may have a water leak, call our office at (479) 621-1142 and a RWU technician may be dispatched to check if the service has a leak. Please note, a leak between the water meter and the house is the homeowner’s responsibility and you may need a plumber to assist. When a leak is repaired, you may call us for a possible credit on your sewer bill.

I have a water leak, is there an adjustment or credit I am eligible to receive?

If you have experienced a water leak at your service address, you may be eligible for a credit on your water bill. Once the leak is repaired and your bill has returned to normal consumption, please contact our office at (479) 621-1142. There are two types of adjustments to Utility bills for leaks:

Sewer adjustment: If a yard leak occurred that resulted in the used water not passing through our sewer system, you are likely eligible for a credit for the sewer portion of your bill. The adjustment is equal to the amount sewer amount billed to you during the leak minus the average of six months of your “normal” sewer bill.

Catastrophic water adjustment:  To be eligible for this credit, you 1) must be a residential customer and 2) must have incurred a leak greater than 50,000 gallons in a month. The amount of the credit is calculated as follows: the first 50,000 gallons of water is billed per the current rates schedule and the remaining amount of the leak is billed at the lowest tier of the rate schedule, according whether you are inside or outside city limits.

Can I have a credit for filling my swimming pool?

Sewer charges may be reduced once per year after filling a pool. Once your billing statement includes the pool consumption, you may contact our office at (479) 621-1142 to receive this credit.

I have a private line water leak and my landlord will not fix the leak. What should I do?

We apologize, but RWU does not interfere with tenant and landlord issues. Possible recourse is available through contacting the Risk Reduction department at City Hall at (479) 621-1100 to report the landlord.

Water Consumption and Meter

How do I know if my meter is accurately reading my water consumption?
How does the water dept. know how much water I use?
How do I find the meter?
Where does the water go when it goes down the drain?
In the home, what uses the most water?

How do I know if my meter is accurately reading my water consumption?

Rogers Water Utilities has a program that regularly replaces the meters in the system for accuracy.  Water meters are mechanical, and over time they will under register due to wear and tear.  Water meters will never over register. Small leaks can add up quickly.  For example, a leaking flapper in a toilet can easily use up to 20,000 gallons a month.  If you have a sudden change in your consumption for no apparent reason (out of town, houseguests, watering the lawn or garden) contact RWU.

How does the water dept. know how much water I use?

All services in Rogers are metered; that is, there is a water meter in the line from the water main in the street or easement to your house. All water going to your home passes through this meter.

How do I find the meter?

Please contact RWU at (479) 621-1142 for specifics and assistance.

Where does the water go when it goes down the drain?

If your service is on the RWU sewer system, disposed of water and the accompanying waste becomes wastewater. The wastewater travels down the sewer pipes to our Pollution Control Wastewater Facility to be treated and discharged. If your service is on a septic tank, wastewater goes into a septic tank, then into a leach field, and then into the groundwater; or, it may be drawn into the root system of plants and discharged into the atmosphere through transpiration.

In the home, what uses the most water?

Toilet flushing is the biggest single use in the home. Most toilets use between 4 and 6 gallons per flush. Not counting lawn watering, the next largest use is the bathtub or shower. Very little is used for drinking (about 3 percent)

Irrigation, Construction, and Water & Sewer Taps

How to I obtain a Water or Sewer Tap?
What is the cost to install an irrigation meter?
What is the policy for Irrigation billing suspension (i.e. vacation)? Should I notify RWU if I turn it back on in the spring?
How do I apply for new service installation for new construction? What is the cost?

How to I obtain a Water or Sewer Tap?

Please refer to the Large Water Pipe Tap Costs and Sewer Pipe Tap Costs portion on our Fees List for general costs. Please contact the RWU billing office at (479) 621-1142 with the desired tap size, plumbing permit number, and payment information. Afterwards, one of our service technicians will complete the tap request.

What is the cost to install an irrigation meter?

Please refer to the Water Service Construction Costs portion on our Fees List for general costs to install an irrigation meter. However, please note, exact costs are dependent on the location of the service relative to RWU services. As such, please contact the RWU billing office at (479) 621-1142 for an assessment of and additional connection specific to your property.

What is the policy for Irrigation billing suspension (i.e. vacation)? Should I notify RWU if I turn it back on in the spring?

After you or your representative has winterized the irrigation system and disconnected the water service to the irrigation meter, contact RWU to request the meter be placed on vacation status to avoid receiving a minimum bill during the period of non-use.

Please read our Vacation Policy for further information.  Additionally, please read the Residential Annual RPZ Requirements .

How do I apply for new service installation for new construction? What is the cost?

Please refer to the Water Service Construction Costs portion our Fees List for general costs to of new construction. However, please note, exact costs are dependent on the location of the service relative to RWU services. Please contact the RWU billing office at (479) 621-1142 for an assessment of a possible water/sewer connection (911 address is required). There are no fees associated with the determination of availability for RWU’s water/sewer. If service with RWU is an option, our service technician will contact the responsible party with the cost of attaining service.

Other

Is there a lower cost rate for water and sewer services for seniors?
At certain times of the year, why does the water have an odd smell and/or taste, or is cloudy in appearance?
What is a boil water order and a boil water advisory?
How can I avoid a Sewer Stoppage?
If I have a Sewer Stoppage, what do I do?
I need to dig in my yard, how do I know where my utilities are located?
Where do I find information about the City of Rogers?

Is there a lower cost rate for water and sewer services for seniors?

Yes, Person 62 years of age or older on our service qualify for a reduced rate on the first 1,500 gallons per month used. Please contact the RWU billing office at (479) 621-1142 to request the reduced rate.

At certain times of the year, why does the water have an odd smell and/or taste, or is cloudy in appearance?

Rogers Water Utilities purchases water from Beaver Water District (BWD), who sources the water from Beaver Lake.  Often during the spring and fall seasons, the lake warms and cools and may cause a smell or odor or look cloudy in appearance. Be assured, the water is safe to drink. For more questions, please contact BWD at (479) 756-3651 or visit their website at bwdh2o.org.

What is a boil water order and a boil water advisory?

boil advisory is a precautionary measure issued by the water utility to alert customers when there is potential for compromised water quality. It is recommended that customers boil all water used in the preparation of food and beverage for consumption for 5 minutes.

 

boil order is a confirmation that contamination is present in the water system. It is essential that customers boil all water used in the preparation of food and beverage for consumption for 5 minutes.

This includes water used for:

  • Drinking Water (including pets)
  • Brushing Teeth
  • Baby Formula
  • Washing Produce
  • Preparing Food
  • Coffee, tea, lemonade, etc.
  • Ice cubes should be thrown out

Water used for laundry, showering/shaving, and watering grass or plants is safe to use without boiling.

If a boil water order is issued, once the water break is fixed and pressure is restored, RWU will flush the affected water system and take samples to the health department for testing. If the samples show no coliform contamination for two consecutive days, then the boil water order is lifted. A boil water advisory may be for a shorter period of time than a boil water order.

Residents are notified of a boil water order or boil water advisory through “door hangers” or the media.

How can I avoid a Sewer Stoppage?

To help avoid sewer stoppages, please DO NOT FLUSH OR POUR the following items down your toilet or drains: Grease, Contraceptives, Feminine Hygiene Products, Clothing- socks, underwear, etc, Toys, Jewelry, or other objects, Diapers or baby / toilet wipes, ‘Swiffer’ or any cleaning rags. Any, or all, of these items may stop or damage the liftstation pumps or other equipment.

If I have a Sewer Stoppage, what do I do?

Call the sewer department immediately at (479) 621-1142 before you call another service professional. RWU will determine if the cause of the stoppage is on the private system or the sewer main.

I need to dig in my yard, how do I know where my utilities are located?

Per Arkansas law, everyone, including homeowners must contact Arkansas 811 at least 2 working days prior to the start of any excavation project, no matter how large or how small, especially if you are using any type of mechanized equipment. Please visit www.arkansas811.com or call at (800) 482-8998. Arkansas 811 will notify utility companies to mark the location of their utilities on or near your property. There is no charge to the homeowner or landowner for this service.

Where do I find information about the City of Rogers?

To visit the City of Rogers website, Click here

Customer Care

Call: 479-621-1142
Fax:  479-621-1146
Email: service@rwu.org

Physical Address:
Rogers Water Utilities
601 S 2nd Street
Rogers, Arkansas 72756
Mailing Address:
Rogers Water Utilities
P.O. Box 338
Rogers, Arkansas 72757

Still Have Questions?