Frequently Asked Questions (FAQs)
1. How do I setup my utility service with City of Kyle?
All customers wanting to set up utility service with The City of Kyle must first fill out an application for new service. Applications can be filled out either in person at the Kyle City Hall Building or online at http://www.2turniton.com/. Additionally, a printable version of the application can be found here that can be faxed to our office at 512-262-3965.
Applications for new service are not accepted via telephone. Applicants are also required to present a lease agreement or closing documents at the time the application is submitted.
2. How much is the deposit and service charge to start services?
The total deposit and service charge are based on services provided. The City of Kyle provides the following three services: water, trash, and wastewater.
The deposit and service charge, which is to be paid at the time you submit your application, is $95.09 (Deposit) + $63.39 (Service Charge) = $160.98 for water, trash and wastewater.
For applicants receiving wastewater and trash service only (Meadows at Kyle, Hidden Oak, Amberwood, Indian Paintbrush, Waterleaf Falls, Woodlands Park, and Bunton Creek) the total deposit and service charge that must be paid in full at these locations is $63.39 (Deposit) + $31.70 (Service Charge) = $95.09.
Payment for the deposit and service charge can be made with cash, check, credit, debit, or money order. If making payment using a credit or debit card the transaction will be subject to a $2.50 electronic processing fee.
3. I currently have an existing City of Kyle account and would like to transfer services to a new address in Kyle.
In order to transfer service from an existing account to another address in Kyle there must first be an active deposit on the account. A transfer form will need to be completed and a transfer fee of $38.04 will also be charged. The two locations also can not be active at the same time for longer than a 10 day time period.
4. How do I disconnect my service?
Disconnection requests are not accepted by telephone. In order to discontinue services, a disconnect form will need to be completed either in person at Kyle City Hall or printed out here and faxed or emailed to the utility billing office. All disconnect requests submitted by fax or email must be signed by the primary account holder and include a copy of the primary account holder's driver's license.
5. What is the tiered rate structure for our water bill?
The City’s water rate blocks are designed to encourage and promote water conservation. Under this structure, the more water used, the higher the rate. Please refer to the City's approved fee schedule at the link below for the most current utility rates.
- Utility Billing Fee Schedule
*** Click here for water saving tips!***
6. Are the water meters tested for accuracy?
An outside firm performs an audit of a sample of the City of Kyle's meters each year. Our meters for 5/8" pipes (typically used in residential homes) consistently come in at a 99.9% accuracy rate.
An interesting point about meters is, if there is an issue, they would underreport water usage because the meters slow down and don't report as much usage when they need to be replaced. The batteries in the transponder can last up to 8 years.
7. Does the city check for under or over average usage?
Yes, our UB supervisor runs a report every month on every account looking for anomalies/outliers. Meaning, if your average usage is 8,500 gallons but the current bill shows it at 20,000 (or 2,000 or 0), she flags it and a meter tech comes to your house to research the issue.
Sometimes, a meter provides zero usage on the reading. UB sends a meter tech out to use a hand-held wand to re-read the meter. Our meter techs then check for debris, water and other reasons a meter would give a zero usage reading. A zero reading might also indicate a broken meter register (the mechanism that records water flow through the meter) or a leak on the city's side of the pipes.
8. How do I find out if I have a leak?
If a customer calls about what they think is a high water bill, we will work to determine if there is a problem such as a leak. Our meter techs come to the home upon request. They ask customers to turn off everything that uses water, e.g., washers, showers, etc. Then they walk with the customer to the water meter. The red indicator on the meter should not move. If it is moving, there is a leak or issue somewhere.
9. What do the "monthly minimum charges" for water and wastewater service cover?
The minimum monthly charge is billed based on meter size and is designed to recover the Utility's costs incurred to support customers. The Utility must incur these fixed type costs each month regardless of whether the customer uses these services for 1 day, 5 days, 10 days, or for the entire month. Examples of this type of cost include (a) cost of meter reading, (b) cost of posting charges to customer accounts, (c) cost of preparing and mailing bills, (d) cost of collections: processing payments and updating customer accounts, (e) cost of meter and appurtenance maintenance, (f) cost of fire flow: hydrant maintenance, (g) cost of customer service support: walk-in, telephone, emails, etc.
10. Why is the General Fund not paying for water/wastewater utility system costs such as for meter maintenance, storage, fire hydrants, etc.?
The Water and Wastewater Utility is an enterprise operation of the City and as such, only the direct users of water and wastewater service are charged for the services received by them. If utility costs were to be charged to the General Fund, then all Kyle taxpayers would be charged for water and wastewater costs through their tax rate. It would be unfair to charge a taxpayer for water and wastewater utility service when they may not be the actual user of such services. A good example of this would be a tenant occupying a dwelling who uses water and wastewater utility services and does not pay property taxes on the dwelling.
11. How can I pay my utility bill?
There are several ways you can pay your monthly utility bill:
- In person at the Kyle City Hall Building located at 100 W. Center St. Our office hours are M-F 8 a.m. - 5 p.m., window hours are M-F 9 a.m. - 4 p.m. If you pay using a credit or debit card, a $2.50 electronic processing fee will be applied.
- By telephone at 512-262-3960 during business hours. Currently only credit and debit cards are accepted by phone and are subject to a $2.50 electronic processing fee.
- A drop box is located near the VFW building on Front Street.
- By mail 100 W. Center St., Kyle, TX 78640
- Online via our online payment center. A recurring payment can also be setup using this method which will deduct from your account every month on the 10th. All transactions processed through our online payment center are subject to a $2.50 electronic processing fee.
- Through an automatic bank draft. This form must first be completed and submitted with a voided check. This payment will be deducted from your bank account on the 15th of every month.
- Through an online bill pay service offered at your personal banking institution.
- At H-E-B Plus Kyle at the Service Center and at the Kyle Walmart Service Center.
