SLVWD’s Customer Services Department is committed to providing extraordinary customer service. Our knowledgeable and friendly staff will make every effort to be highly responsive to your questions, concerns and comments.
Office location : 13060 Hwy 9, Boulder Creek, CA 95006
Office hours : 8:00 a.m. 12:00 p.m. and 1:00 p.m. to 5:00 p.m. Monday – Friday, closed for lunch 12:00 -1:00 and major holidays
E-mail : CustomerService@slvwd.com
Office phone number : (831) 338-2153
After hour emergency : (831) 338-2153 will transfer to the answering service that can get your emergency to our on-call staff.
BILLING INFORMATION & PAYMENTS
ABOUT YOUR BILL
Water and Sewer accounts are billed every month. Bills for water service consist of two parts: a basic charge based upon billing water meter size and a consumption charge based upon the amount of water used. All customers pay a basic service charge whether the property is vacant or occupied or water is used or not. See the Monthly Rates and Charges for all current billing rates and other charges.
Meters are consistently read and bills are issued as nearly as possible on the same day within each billing period. Bills are due on or before the due date specified on your billing statement. If for any reason you fail to receive a bill as scheduled, please notify the District office immediately. Charges continue in the name of the current customer until the District is notified of intent to discontinue service. For questions regarding your bill, contact our Customer Service department, or email customer service at CustomerService@slvwd.com
The District offers e-billing, which allows our customers to receive their water bill electronically by email. Customers can still have the option of receiving a paper copy and can modify their preference at any time. To sign up for e-billing, register your account online today!
OPEN / CLOSE AN ACCOUNT
All water/sewer service is maintained in the name of the legal property owner. The bill becomes a charge against the serviced property. Delinquent bills from previous tenants are the responsibility of the present owner. Tenants are able to have water service put in their name once an owner account is established. It is suggested owners follow up on all tenant activity timely to ensure proper billing and changing of names when tenants move in/out.
To open or close an account please call Customer Service at (831) 338-2153. Your service will begin/end effective the close of escrow date or rental date. We will need your name, service address, mailing address and telephone number. If renting, you will need to provide the owner's name, address and telephone number.
Online payments – The Online Bill Pay link will take you to the payment portal which allows you to pay your bill online 24/7 from the convenience of work or home using accepted credit cards or electronic check
Auto Pay Online – Once you register your account online, you can manage your own auto paythat allows you to have your monthly water bill paid automatically on the due date from your checking account or credit card
Please note if you ever have a failed credit card payment, the system will send you an e-mail alert and automatically de-activate your auto pay program. You will need to log in and re-activate your auto pay program. This typically occurs when a card expires, an account is closed or there are no more funds available.
Auto Pay ACH – similar to the above auto pay, you can fill out the ACH form and send in a voided check and we can process the auto payment from your checking account. This is a good option for people that don’t want to manage their account online.
Phone - You can make a payment over the phone, 24/7 with our automated payment system. Have your water and financial account numbers handy and you can make payment by accepted credit cards or checking account. Call 831-337-4128 to access this service.
Drop Box – The District offers two drop box locations: One at our main office near the front door and one near our Felton treatment plant at 195 Kirby Street, Felton, CA. The Felton drop box payments are only picked up once in the early morning M – F.
Be sure to write your account number on checks or include the payment stub to ensure accurate and timely application of payment to your account. Please do not leave cash in the drop boxes.
Walk-in - Payments may also be made at the District office, located at 13060 Hwy 9, Boulder Creek, during regular business hours. You can pay your bill with cash, check, or accepted credit cards.
(1) A $20 fee is charged for all returned payments
If you received a Notice of Service Discontinuous for a past due balance, be sure your payment is received by the notice due date to avoid potential Discontinuous of Service.
If your water has been or is scheduled to be turned off, be sure your payment is received by 4:00 p.m. and a Customer Service Staff is notified of your payment to ensure same day turn on.
About Online Banking
If your financial institution offers their own pay-by-phone or computer-based home banking, you have the option of paying your bill through these electronic services. Payment made through your bank does not arrive at the District the same day funds are withdrawn from your account, so these payment options are not recommended if you have received a Notice of Service Discontinuance that your water service is scheduled to be disconnected because of non-payment. The customer is responsible for all delinquent charges that may be assessed if payment is not received by the due date.