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Utility Billing FAQ's

Q: Where is City Hall located and what are the office hours?
A: City Hall is located at 103 S. Main St. in downtown Wayland at the corner of Main St. and Superior St.  Office hours are from 8:00 a.m. to 5:00 p.m., Monday through Friday.

Q: How do I sign up for a utility account?
A: Whether you are renting, a homeonwer or commercial customer you may call our office between 8:00 a.m. to 5:00 p.m., Monday through Friday and a representative will establish your utility account.  Please call a minimum of one working day in advance of the time you need service with the following information:

  • Name
  • Service address
  • Mailing address, if different
  • Move-in date
  • Contact number
  • E-mail address
  • State whether you are a renter, a homeowner, or a commercial customer

Q: How do I pay my utility bill?
A: the City of Wayland offers several different ways to pay your utility bill:

In Person
You can pay by Cash, Check,Debit Card or Visa, MasterCard and Discover at City Hall located at 103 S. Main St. 
Note: For debit card and credit card transactions there is a $1.50 fee per $50.00 charged.

Direct Debit
You can sign up for Direct Debit (ACH) which authorizes the city of Wayland and your financial institution to process your payment through an automatic withdrawal of the amount of your utility bill from your checking or savings account.  ACH payments are processed on the 15th of each month (unless the 15th falls on a weekend or holiday, then it will be processed on the next business day).

Drop Box
A convenient drop box is located at City Hall just to the right of the front door.  The drop box is available 24 hours a day, 7 days a week.

Online
You can pay your utility bill by debit card, credit card or electronic check through Official Payments (there is a fee for processing) at www.officialpayments.com.  The online payment system is available 24 hours a day, 7 days a week.

By Mail
You can also choose to send in your utility bill payment by mail.  Please ensure that you detach the top portion of your bill and send in with your payment.

Q: How do I read my utility bill?
A: Your City of Wayland utility bill is itemized for easy reading.  Each billed utility service is listed by item code and service type (i.e. water, sewer and readiness-to-serve) along with the amount billed for each service.  Item code descriptions are located on the back side of your utility bill.  The utility bill lists current and previous meter readings, reading dates and gallons used and are listed for your convenience.  Additionally, payments, previous balance, past due balance, if any, current amount due and total amount due are detailed for your information. 

Q: How do I shut off my water if I am moving?
A: Your request to close your utility account must be made in person at City Hall or by calling 269-792-2265 a minimum of one working day in advance.  You will need to provide us with the date that you would like your utility account closed along with a forwarding address for your final bill.  A work order will be generated at this time to get a final reading for your final bill.

Q: When is my utility bill due?
A: City of Wayland utility bills are sent out so that they are delivered by the 1st of each month and are due by the 15th of each month.  On the 16th of each month, a 10% late fee will be assessed to your account.

Q: I am going to be away for a couple of months, should I have my water service shut off?
A: Call City Hall at 269-792-2265 if you are planning to be gone for an extended period of time, such as through the winter. You may want to ask that your water service to your home be shut off.  Having the water turned off while you are away will lessen the potential for extensive damage should a water line rupture.  Additionally, your readiness-to-serve charges will still continue to be charged to your account while you are away as this is not a charge for actual usage.  Ready-to-serve charges are the fixed costs, based on meter size, shared among all utility customers that include infrastructure and equipment repairs and maintenance, customer service costs for meter reading and billing, engineering, debt service, safety and administration.  Don't forget to call City Hall as soon as you know when you want your water service turned back on and there will be a $20 turn-on-fee charged to your account.  As per Resolution 25-03, adopted by the City Council, a resident that requests to have their water service turned off while the property is vacant, or for repairs, shall pay a sum of $20.00 to have their service turned back on.

Q: My bill seems really high, what should I do?
A: Call the Utility Billing Department at 269-792-2265 and a representative will review your account with you.  During this review, we will ask you questions regarding any changes to your household such as have there been any repairs, leaking toilet, kids out of school, extended family visit, etc. to help identify what the possible cause(s) are.  It may be necessary to have a water department employee meet with you at your property to investigate further. 

Q: I am having trouble paying my bill, who do I talk to?
A: Call the Utility Billing Department between 8:00 a.m. and 5:00 p.m. Monday through Friday at 269-792-2265 and a representative will work with you to get your bill paid. 

Q: I am repairing my dishwasher and I need to have my water turned off for a short time so I can fix it, who do I call to have my water shut off?
A: Call City Hall and a work order will be generated to temporarily shut off your water.  Please allow up to two business days for scheduling.  As per Resolution 25-03, adopted by the City Council, a resident that requests to have their water service turned off while the property is vacant, or for repairs, shall pay a sum of $20.00 to have their service turned back on.