Show All Answers

1. How do I start service?

Please pick up an application or download one from the website. Complete it and return to the Customer Care counter at City Hall. You’ll also need your driver’s license (one for each person to be listed on the account), proof of residency, and a deposit.

For proof of residency, renters should bring a copy of their lease; owners should bring a copy of the warranty deed indicating the property address they purchased. Deposits are computed based on two month’s of historical consumption at the service location. Please contact Customer Care if you’d like the estimated deposit for an address.

2. How long will the city hold my deposit?

After twenty-four consecutive months of maintaining your account in good standing, we will credit the deposit back to your account. You can also receive a refund of your deposit as a check.

3. If I previously had an account, can I restart it?

Yes, you can restart an account. We still ask you to complete an account application however to update your information (address, phone number, employment changes, etc.). Please note: if you’ve left an outstanding bill, you will be asked to pay off that debt before we can restart the account.

4. How do I discontinue my services?

To terminate services with the city, please complete a Discontinue Services Form and return it to Customer Care. You can return it in person, by fax, U.S. Mail, or email. Also, you can email Customer Care to request termination; we may ask you for personal identifying information in order to verify the request.

5. How do I move to a new location within the city service area?

Please contact Customer Care. We can transfer your account deposit and any current charges to your new service location.

6. How can I pay my bill?

You can pay your bill in several ways:

• Pay by mail - Simply mail your billing statement coupon with your check.
• Pay online - You can visit our utility payment section here at the website and make your payment using a major credit card. You can also setup auto-pay by credit card, check your current balance, and review past utility consumption online. We do not charge a convenience fee at this time for using a credit card for payment.

7. What forms of payment are accepted?

We accept major credit and debit cards, including Visa, MasterCard, American Express, and Discover. We also accept personal or corporate checks. In addition, we will accept cash and money order payments only at our service counter at City Hall.

8. Can I disclaim responsibility for my renter’s utilities?

To disclaim responsibility under New Mexico statutes, the owner or property manager must complete a Disclaimer Form for each new tenant prior to their move-in. Disclaimer Forms are available online and also at the Customer Care counter.

9. How can I have the utilities kept on after my tenant moves out?

Owners and property managers may request that utilities be reverted to their responsibility upon tenant account termination. Please complete a Revert Form and return it to Customer Care.

10. How can I obtain utility consumption statistics for my properties?

Basic information will be provided without charge up to 10 pages of information. Reports requiring research or that are more than 10 pages in length will require payment of research fees and copying charges under the current fee schedule.

11. What happens if a tenant leaves an unpaid utility bill?

If a tenant leaves a bill at your location, the property owner is responsible for payment unless a disclaimer has been properly filed. If you have questions about this, please contact Customer Care for details.