Town of Flower Mound, Texas

2121 Cross Timbers Road
Flower Mound, Texas 75028
972.874.6000

For service requests or questions, email
townhall@flower-mound.com
or call 972.539.SERV. After hours, please call 972.539.0525.

Utility Billing

Frequently Asked Questions

Where is the water department located?

The water department is located in Flower Mound Town Hall at 2121 Cross Timbers Road, on the Northeast corner of the Morriss Road and Cross Timbers intersection. Standard department hours are 7:30 a.m. to 5:30 p.m., Monday through Friday.

How do I get the water service in my name?

Initiating service or changing the name on an existing account requires a completed application, a $60.00 deposit, and a $15.00 service fee. The application may be submitted in person or by fax. The deposit and the fee can either be paid at the time of application or can be billed to the account.

When do I get my deposit back?

The deposit is held on the account until twelve consecutive months of no late payments and no return checks, or until the account is closed. The deposit will then be credited to the balance of the account.

Can the deposit be waived if I send a Letter of Credit?

The deposit can be waived with a Letter of Credit showing no late payments and no return checks within the past twelve months. The Letter of Credit must accompany the application.

How can I receive garbage service?

Garbage service is started at the same time you begin water service. The garbage service is provided by Waste Management, but billed by the Town of Flower Mound. A green 95-gallon polycart is provided for waste and a black 95-gallon polycart is provided for recycling. Garbage, recycling, and bulk waste are collected once a week. The Town of Flower Mound will notify Waste Management to deliver a waste polycart and recycle polycart to new homes upon initiation of a new account. Additional carts can also be obtained by contacting Utility Billing. Containers are typically already present at an existing home.

Where can I get rid of my moving boxes?

Boxes can be placed for pickup weekly on your brush and bulky pick up days. Boxes should be flattened, stacked, and placed near the curb. If bundled, they should weigh no more than 50 pounds. Waste Management will pick up the equivalent of a 3’x 3’ x 6’ area.

How can I pay my water bill?

The Town of Flower Mound accepts payment by check, cash, cashier’s check, money order, Visa, Mastercard, and automatic bank draft. We have a night drop box available 24-hours a day located on the east side of Town Hall. An inside window is available M-F 7:30 a.m. - 5:30 p.m. You may also pay your bill online at http://www.flower-mound.com/utilbilling/util_onlinebillpay.php.

What does the Net/Gross amount on my bill mean?

Net is the amount owed by the due date. After the due date, the gross amount is owed (the gross amount has been assessed a penalty of 10%).

Can I check my account on-line?

You can view your account on-line at http://www.flower-mound.com/utilbilling/util_onlinebillpay.php.

Does Flower Mound offer E-Billing for utility statements?

Enjoy the convenience!
Receive your statement sooner!
Reduce mailbox clutter!
File less paperwork!
Help the environment!

The Town of Flower Mound now offers utility customers the convenient option of receiving electronic monthly utility statements. Interested parties simply need to email the account name, service address, account number, and a valid email address to utilitybilling@flower-mound.com. Account holders are also requested to add utilities@flower-mound.com as a contact in their email account address book to avoid the notification being automatically filed in their “spam” folder.

Customers who elect to receive electronic utility bills must be aware that the Town of Flower Mound will no longer issue paper bills for their account, and they will remain fully responsible for the balance of that account. They must also confirm that they have complete access to all e-mail addresses associated with their account and will be fully responsible for any e-mail communications received from the Town of Flower Mound.

All E-Billing requests will be confirmed by a Utility Billing Account Representative. For more information, please call 972.874.6010.

Do you offer water bill averaging?

No, we do not. We bill on actual usage each month.

Is the meter read every month?

Yes. Most water meters are read electronically with a wand; however, Meter Services can read the meters manually, if necessary.

Where is my water meter located?

Most often the meter is located in front of the house, by the curb with a black rectangular lid.

Why is my water bill so high?

There are various reasons for high water bills. Often it can be the sprinkler system: sprinkler systems can use up to 60 gallons of water per minute, per zone. You can read your water meter before and after using the sprinkler system to get an accurate usage for lawn watering. Water leaks are another reason for high usage. A leak 1/32” in diameter can use 180 gallons in 24 hours, 5,400 per month.

What do I do if I have a leak?

If a leak occurs during the business hours of 7:30 a.m. - 5:30 p.m., Monday - Friday, please call the Utility Billing Division at 972.874.6010 for a service technician to turn off your water so repairs can be made.

If an emergency leak is discovered and you require assistance turning off the water after-hours - please call 972-539-0525 and the appropriate personnel will contact the Service Department to come and turn off your water.

Call the Utility Billing Division number when your repairs are finished for your water to be turned back on. Yes, it is okay if the plumber turns it back on and most often they do.

If the leak causes your bill to go up higher than normal, contact the Utility Billing Division to see if an adjustment is available.

How can I check for a slow leak?

Choose a time when water will not be used for at least 6 to 8 hours (over night or if no one will be home during the day). Take a meter reading before and after the allotted time, if there is a difference in the readings there is possibly a leak.

Why is my sewer rate so high?

Sewer rates are based on water consumption during the months of December, January and February (when water consumption is generally the lowest). For additional information, please see our section labeled Sewer Averaging.

Are there any water restrictions?

Between April 1 and October 31, there is no watering between the hours of 10:00 a.m. and 6:00 p.m. Any mandatory restrictions will be broadcast on local cable channels, reported in the local paper and posted at Town Hall. For additional information, please see our section labeled Water Conservation.

How often is my meter read and how is it read?

The Town of Flower Mound has six billing cycles every month to allow the customer more time to pay their water bill. With six billing cycles, it is the policy of the Meter Services Division to read all meters on a monthly basis. In accordance with this policy, the bill you receive will be on a monthly basis. The meter readers are equipped to read your meter with an electronic reading device. This device downloads the current usage into the Utility Billing system, eliminating any guesswork or human error.
In some circumstances, where a meter has to be read manually, the meter readers are equipped to read the meter by hand with special tools. Because all of the meters are located in meter boxes that are placed in the ground, dirt accumulation is a constant problem. Weather, soil type, leaves and ant beds all contribute to the situation. Whenever this occurs and a water meter needs to be read manually, the meter readers simply brush away the dirt to reveal the meter dial. They also have specially designed reading tubes to read through the water in order to acquire a read, which in turn is entered into the hand-held equipment manually.>

How does ensuring the meter reader clear access to the water meter help keep costs down?

With hundreds of water meters to read each day, the meter reading staff must be able to quickly access your water meter in order to collect meter readings, which will result in a correct charge to your Utility Billing account.

It is the policy of Meter Services to read each water meter every month. In accordance with this, to avoid any delays in obtaining a reading the meter reader requires clear access to the meter. If a meter reader can quickly collect a reading from the meter on the first visit to your property, it helps keep utility costs down, which benefits all customers in helping to keep rates stable. Here are some helpful tips for making sure that your water meter is accessible:

Trim bushes, trees, and grass that block the way to or cover the meter. It is amazing how quickly these plants can cover a water meter box during the growing season. In an effort to avoid any accidental damage to your prized plantings, please avoid planting landscape items in the area which meter readers must travel to get to your meter.

Please make sure that no objects are placed so that they cover or block access to the meter box. A few of the items found blocking water meters include cars, trailers, garbage cans and recycling bins, construction equipment or supplies and landscape bark or gravel.

If your meter is located behind a gate that is normally kept locked, please contact us at 972-874-6033 to arrange access. We often obtain keys from customers who wish to secure their property, and as long as the lock is accessible from the exterior of the gate, this presents little problem for the meter readers' access.

Please ensure your house address is clearly displayed on your residence. This can assist not only our meter readers, but also emergency personnel who may need to find your home in a hurry.

How do I turn off my water at the meter?

In the meter box located on your property is an angle stop. The angle stop has two ears on the left and right sides. The middle of the angle stop is marked with an arrow, indicating which direction the water is flowing. To turn off the water at the angle stop, place channel locks or a special turn off wrench (which can be purchased at your local hardware store) on the center of the angle stop, where the arrow is located. Turn angle stop clockwise until both ears are together, approximately 180 degrees. To turn water back on, turn the angle stop approximately 180 degrees the opposite way, or until the arrow on the angle stop is facing the meter.
Water Meter

How do I test for a water leak on my side of the meter?

One of the major causes of high water consumption resulting in a high water bill is due to a plumbing leak, toilet leak or irrigation system leak or malfunction. Your water meter may be your most useful tool in identifying water leaks on your property. If all sources of water are turned off in the house (washing machine, dish washer, etc…) a leak can be determined by reading your water meter.

All of the water meters contain a leak indicator, such as a small red triangle or round black dial in the center of the meter that turns when water is being used. Referenced in the pictures below are the Master Meter and Neptune (Schlumberger) meter brands, which the Town of Flower Mound currently has. Looking in the meter box you can indicate which type of meter is connected to the service line at your property.

Neptune (Schlumberger)

Master Meter

Should this dial turn or the numbers advance when no water has been used, this indicates that a leak exists in your plumbing system. If the leak indicators show no indication of movement, to determine if a leak exists, read all the numbers on the water meter and make a note or drawing of the meter face and where all meter dials are located. Do not use any water on the premises for at least 6 to 8 hours. Next, re-read the meter to see if the dials or numbers have moved. If movement has occurred, you have a leak.

To easily check if a toilet has a leak, perform a dye test. Place several drops of food coloring in the tank of the toilet but DO NOT FLUSH. Let stand for 30 minutes. Now check the toilet bowl. If the coloring has now appeared in the bowl, your toilet "flapper" valve needs replacement. If no color appears, you most likely do not have a leak. Also check the water level in the tank. It should be at least one inch (1") below the top of the overflow pipe. If less than one inch (1") adjust the ball float and recheck water level.

Other possible reasons for high water consumption:

Leak under concrete floor slab

Irrigation system timer problem

Hot water tank leak

Automatic pool fill problem

Vandalism

Unauthorized use of outside faucet

Washing machine cycle malfunction

Leak in plumbing from meter to house

Toilet flapper valve stuck open

Damaged irrigation sprinkler heads