Santa Fe Water Department: New Connection, Deposit & Setup

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Santa Fe utility bill pay, start service, emergency shutoff, leak adjustment and water quality help

City of Santa Fe Water Department 2026: Pay Bill, Start Service, Emergency & Leak Help

If you searched for the City of Santa Fe Water Department, you probably need a specific answer now: pay a water bill, start or stop service, submit tenant documents, report a water line break, request an emergency shut-off, track high usage in EyeOnWater, apply for a leak adjustment, or check water quality and lead service line information. This guide organizes the official Santa Fe utility details into fast action blocks so you can choose the correct route without calling the wrong office.

☎️ Customer Service: 505-955-4333 💳 Automated Pay: 505-955-6100 🚨 After-hours water: 505-955-4300 📍 801 W. San Mateo 💧 Water waste: 505-955-4222
Quick answer board

What Do You Need From Santa Fe Water or Utility Billing?

💳 Pay utility bill Use Paymentus online, call 505-955-6100, mail payment, or use the drop box at 801 W. San Mateo.
🏠 Start / stop service Tenants, owners, sellers and property managers need different forms and supporting documents.
🚨 Water emergency Call 505-955-4333 press 3 for water line breaks. After 5 p.m. or weekends, call 505-955-4300.
📈 High bill / leak Use EyeOnWater alerts, repair the leak, then check leak-adjustment rules before applying.
Fastest official routes: For billing and account help, call 505-955-4333 or email utilitycustomerservice@santafenm.gov. For online payment, use the official Santa Fe Paymentus route. For water emergencies after hours, call 505-955-4300.
Official contacts Pay water bill Start / stop service Tenant, owner and seller documents Past due and collections Water and sewer emergencies High bill and leak adjustment Low-income credit New development water service Water conservation Water quality and lead Call scripts Map Official links FAQs
Payment safety: Do not enter account or card details on random “Santa Fe water bill” ads. Start with santafenm.gov or the payment link from the official Utility Billing page.
Contacts

City of Santa Fe Water and Utility Billing Contacts

Need Official detail Use this for
Utility Customer Service 505-955-4333; utilitycustomerservice@santafenm.gov Bills, account transfer, start/stop service, documents, leak adjustment, account questions.
Utility Billing / Water Division office 801 W. San Mateo, Santa Fe, NM 87505 Mail/dropbox documents, payments, account service documents.
Office hours Monday-Friday, 8:00 AM to 4:30 PM; closed Saturday, Sunday and most federal holidays Planning calls, forms and office visits.
Automated payment phone 505-955-6100 Free automated bill payment by phone.
Water emergencies after 5 p.m. / weekends 505-955-4300 Water emergencies and emergency turn-offs after hours.
Water line breaks 505-955-4333, press 3 Water line break and emergency water issue routing.
Sewer backup or overflow 505-955-4650 during weekday business hours; after-hours/weekends/holidays 505-955-4666 or 505-955-4650 Sewer backup, overflow or wastewater emergency.
Water waste hotline 505-955-4222 Report water waste or conservation-rule concerns.
Missed trash or recycling 505-955-2200 Trash/recycling pickup, not water billing.
Call before you dig Dial 811 or use New Mexico One Call Digging, excavation, service line or construction work.
Insider routing tip: Say the task first: “pay bill,” “tenant service transfer,” “seller final bill,” “water line break,” “sewer backup,” “leak adjustment,” “low-income credit,” “water waste,” or “lead service line.” Santa Fe routes these through different forms and teams.
Bill payment

How to Pay a City of Santa Fe Water / Utility Bill

Santa Fe utility bills may include water, refuse, sewer and stormwater services. Use the official Utility Billing route so your payment reaches the correct account.

💻 Online Paymentus Official city link
☎️ Phone pay 505-955-6100 Automated system
📮 Mail 801 W. San Mateo Check current notice
📥 Drop box Parking lot 801 W. San Mateo
📧 Paperless Email request Send account info
1

Open the official payment page

Start from Utility Billing Division or the official Paymentus payment route.

2

Use the right account details

Have the utility account number, service address, customer name and payment method ready. If you manage multiple properties, verify address before submitting.

3

Choose a method based on deadline

Use online or phone payment for faster confirmation. Use mail only when the bill is not close to due or past due.

4

Save proof

Keep confirmation number, amount, date, account number and payment method until your account updates.

Paperless bill tip: The Utility Billing page says customers can email utilitycustomerservice@santafenm.gov with their name, service address, account number and preferred email address to receive e-bills.
Start or stop service

Start, Stop or Transfer Santa Fe Utility Service

Santa Fe does not use one generic “start service” rule for everyone. Tenants, landlords, property managers, buyers and sellers each have different paperwork.

Submit documents here

Email documents to utilitycustomerservice@santafenm.gov, mail to Utility Billing Division, 801 W. San Mateo, or use the drop box at the Utility Billing and Water Division office.

Incomplete forms are rejected

The City says incomplete, inaccurate, illegible or unsigned documents will not be accepted or processed.

Customer type What Santa Fe asks for Practical action
Tenant Release of Liability & Utility Services Application, signed lease of at least six months, valid government-issued photo ID. Submit complete tenant packet and wait for deposit amount from Customer Service.
Property owner leasing property Owner portion of Release of Liability application; owner and previous tenant accounts must have zero balance; owner name must match County Records. Clear old balances before submitting tenant transfer.
Property manager Release of Liability application plus agreement between property owner and property manager. Attach management agreement with property address and authority.
New property owner / buyer New Owner Account Transfer Form signed by buyer and seller, recorded deed, valid ID, and full payment of any past-due utility balances in buyer’s name for other Santa Fe addresses. Coordinate with seller/title company before closing day.
Seller stopping service New Owner Account Transfer Form signed by seller and buyer, forwarding address, agreement to pay seller’s final utility bill. Do not leave final bill forwarding address blank.
Tenant move-out / revert to landlord Request to Revert Services from Tenant to Landlord Form; if move-out date differs from lease, proof both parties agreed to new date. Attach lease addendum or written agreement if the date changed.
Commercial account Commercial accounts must establish refuse service with Environmental Services before account can be transferred. Call Environmental Services at 505-955-2200 before transfer.
Official form route: Open Start/Stop Service for the current tenant, landlord, property manager, buyer and seller forms.
Past due

Past-Due Bills, Collections and Payment Arrangements

Santa Fe’s Collections page tells customers to contact the Collections Section before an account becomes past due to avoid finance charges and other costs.

Issue Official rule / warning Best action
Might become past due Contact Collections to avoid finance charges and possible costs or penalties. Call 505-955-4333 before the bill becomes delinquent.
Payment arrangement Only property owners are eligible for payment arrangements. Tenants should coordinate with property owner/landlord quickly.
Failed agreement City may discontinue water service if payment agreement terms are not followed. Do not sign an arrangement you cannot meet.
Delinquent account Delinquent accounts are assessed finance charges and may be referred to a collection agency. Keep written proof of every payment and agreement.
Property lien risk City may file a lien for a delinquent account, including finance charges and penalties. Owners should resolve balances before sale or transfer.
Need help paying Collections can provide a list of agencies that may help with overdue bills. Ask Collections for agency list and apply early.
Mail timing warning: The Collections page lists a Los Angeles PO Box for mailed payments and warns payments must be received within the described periods. For urgent delinquent accounts, call Customer Service instead of relying only on mail.
Emergency routing

Water Line Break, Emergency Turn-Off or Sewer Backup

Santa Fe separates billing questions from emergency water and wastewater routing. Use this table before calling.

🚰 Water break 505-955-4333 Press 3
🌙 After hours 505-955-4300 Water emergency
🚽 Sewer backup 505-955-4650 Weekday route
⚠️ Sewer after hours 505-955-4666 or 505-955-4650
⛏️ Before digging 811 NM One Call
Problem Call / route Have ready
Water gushing in street or suspected water line break 505-955-4333, press 3 Exact location, cross street, water direction, traffic hazard, photos if safe.
Emergency water shut-off after 5 p.m. or weekend 505-955-4300 Address, issue, whether water is entering structure, contact number.
Sewer backup or overflow during weekday business hours 505-955-4650 Address, fixture/drain affected, overflow location, photos if safe.
Sewer backup after hours, weekend or holiday 505-955-4666 or 505-955-4650 Address, urgency, health/safety risk, contact number.
Excavation or underground utility location Dial 811 or New Mexico One Call Property address, dig area, project date, contractor contact.
Safety rule: Do not open water valves, meter pits, hydrants, manholes or public utility equipment. Report the location and keep people away from traffic, sinkholes, ice, standing sewage or electrical hazards.
High bill and leak

High Water Bill, EyeOnWater and Leak Adjustment

The City says the Water Conservation Section tries to notify as many customers as possible when there is a leak, but that is not always feasible. Customers can monitor consumption and set alerts with EyeOnWater.

Use EyeOnWater first

EyeOnWater helps track usage and alerts you if consumption is higher than usual. It is useful for catching toilet, irrigation and service-line leaks early.

Repair before applying

Leak adjustment rules require the leak to be located and repaired before approval, with repair proof attached.

Leak adjustment rule Meaning Action
Only one adjustment within 12 months Repeat leak adjustments are limited. Use it carefully and fix root cause.
Maximum 30 days / up to two billing cycles Adjustment period is limited. Apply quickly after the spike and repair.
Apply within 60 days Application must be submitted no later than 60 days after the perceived consumption spike. Do not wait for several bills.
Repair proof required Acceptable proof may include plumber receipt, letter from plumbing company, affidavit, or receipts for parts. Save every repair document and receipt.
Average-bill payment during review Customer must pay the average bill for the month in question during review. Ask Utility Billing what average payment applies.
No refund checks Approved adjustments are account adjustments, not refund checks. Expect credit/adjustment on account, not a mailed check.
1

Confirm unusual usage

Check bill history and EyeOnWater. Compare the spike to prior months, irrigation season and household activity.

2

Find and repair the leak

Check toilets, irrigation valves, hose bibs, swamp coolers, humidifiers, service line, pool fill and meter movement when all water is off.

3

Apply with proof

Use the official Water Leak Adjustment Application and include repair documentation.

Insider leak tip: If the bill is high but usage is still rising after repair, look for a second leak before applying. Continuing high consumption can risk denial or water-service action.
Assistance

Low-Income Utility Credit and Overdue Bill Help

Santa Fe has a low-income credit form and Collections can provide a list of agencies that may help with overdue bills. This is separate from a leak adjustment.

Program / need Official detail Action
Low-income credit Application requires household income details and documentation. Income must not exceed 120% of current federal poverty guidelines. Use the official low-income credit form and attach income documents.
Age 60+ or permanent disability Qualified applicants may receive annual credit from May 1 to April 30 and must reapply by April 30. Calendar the April 30 reapplication deadline.
Under 60 without permanent disability Qualified applicants may receive credit two times in a 12-month period for three-month periods. Ask Customer Service which period applies.
No retroactive credits The rules say the City does not grant retroactive credits. Apply early, not after months of bills.
Overdue bill help Collections can provide a list of agencies that may assist customers with overdue bills. Call 505-955-4333 and ask Collections for agency referral list.
Official form: Open the Low Income Credit Application & Rules. For assistance, call 505-955-4333.
New development

New Metered Service, Development and Water Budget

For ordinary account setup, use Utility Billing. For new construction or a new metered service connection, the Water Service page points to a development process.

Development item City detail What to ask
New metered service connection New construction and developments requiring new metered service must complete an Agreement to Construct and Dedicate packet. Which ACD forms, plans and approvals are required?
Water demand offset Development projects seeking new water service must offset new demands on the City water system. What water budget applies to the project?
Water rights A water budget approved by the Water Budget Office determines the amount of water required to be offset, usually by obtaining water rights. Who is the correct Water Budget Office contact for this project?
Customer service routing Water Service page says to contact customer service for process questions. Can Customer Service direct me to the right development or engineering contact?
Do not confuse these: Starting service at an existing address is an account transfer. Installing a new meter or new development connection is a construction/development process.
Conservation

Santa Fe Water Conservation, Water Waste and Seasonal Restrictions

Santa Fe is known for low per-capita water use, and the Water Conservation Office provides conservation programs, rebates, EyeOnWater tools and seasonal watering guidance.

🌵 Water waste 505-955-4222 Hotline
📅 Seasonal rules May 1-Oct 31 Check current requirements
📱 Usage alerts EyeOnWater Set leak alerts
💧 Rebates Save Water Check eligibility
🏞️ Source water Protect it Watershed focus
1

Check current seasonal watering requirements

Seasonal requirements run May 1 through October 31. Open the current City or Save Water Santa Fe page before programming irrigation.

2

Set EyeOnWater alerts

Use EyeOnWater to monitor unusual consumption. Set alerts low enough to catch continuous leaks before the next bill.

3

Report visible water waste

Call 505-955-4222 for water waste concerns. Have the address, time, day and visible issue ready.

Official conservation route: Use Water Demand and Conservation and Save Water Santa Fe.
Water quality

Santa Fe Water Quality, CCR Reports, Lead Safe Santa Fe and Alerts

City of Santa Fe Water publishes an annual drinking water report, also called a Consumer Confidence Report. The Water Quality page says last year’s drinking water met all U.S. EPA and New Mexico water quality standards.

Topic Official detail User action
Consumer Confidence Reports Water quality reports from the last ten years are available online. Download the latest CCR from the Water Quality page.
Older reports For CCRs older than ten years, contact 505-955-4333 or utilitycustomerservice@santafenm.gov. Request older report by year.
Water sources Santa Fe uses a mix of local and imported groundwater and surface water. Use Water Quality page for source/treatment details.
Treatment plants Drinking water is treated at Canyon Road Water Treatment Plant or Buckman Regional Water Treatment Plant; groundwater is disinfected before distribution. Use official CCR for compliance details.
Lead Safe Santa Fe Lead Safe Santa Fe lets users learn about lead risks, service line inventory, and request a lead water test. Open Lead Safe Santa Fe if you need service-line or lead test help.
Water quality alerts The Water Quality page suggests signing up for Alert Santa Fe for water quality or planned construction alerts that may require faucet flushing. Enroll in Alert Santa Fe if you want emergency notifications.
Sampling program The Environmental Compliance Office looks for citizens to participate in compliance water sampling; questions go to 505-955-4333. Call if you want to participate or ask about sampling.
Official quality route: Open Water Quality, Lead Safe Santa Fe, and Alert Santa Fe.
Call scripts

What to Say When Calling Santa Fe Utility Billing or Water Division

Situation Say this Have ready
Payment not posted “I paid my Santa Fe utility bill on [date] by [method], but I need to confirm posting.” Account number, confirmation, amount, payment method, service address.
Tenant start service “I need to put utility services in a tenant name and submit the Release of Liability application.” Lease of at least six months, tenant photo ID, landlord portion, account balances.
Buyer account transfer “I purchased a property and need to transfer utility service.” New Owner Account Transfer Form, recorded deed, valid ID, seller coordination.
Seller final bill “I sold a property and need service stopped or transferred and the final bill sent to my forwarding address.” Buyer/seller signed form, forwarding address, agreement to pay final bill.
Water line break “I need to report a water line break at [exact location].” Cross street, water flow, hazard, photos if safe, callback number.
Sewer backup “I need to report a sewage backup or overflow at [address].” Drain affected, overflow location, start time, photos if safe.
Leak adjustment “I repaired a leak that caused high consumption and need leak adjustment instructions.” Repair proof, plumber receipt or parts receipts, account number, affected month.
Water quality / lead “I have a water quality or lead service line question for [address].” Address, concern, test/request details, construction notice if any.
Best call habit: Ask for the form name, deadline, next step, and whether email, mail or drop box is best. Santa Fe rejects incomplete, inaccurate, illegible or unsigned documents.
Map

Santa Fe Water / Utility Billing Map and Visit Checklist

Utility Billing and Water Division Office

Address: 801 W. San Mateo, Santa Fe, NM 87505. Use this location for Utility Billing, water customer service, document drop box and account service documents.

Open 801 W. San Mateo Directions Call 505-955-4333

Wastewater Management Division Reference

Address: 73 Paseo Real, Santa Fe, NM 87507. Use this for wastewater division reference, sewer overflow questions and wastewater service routing.

Open Wastewater Directions Call 505-955-4650
Bring before visiting: utility bill, account number, service address, photo ID, lease or deed if changing service, property manager agreement if applicable, seller/buyer form if transferring, repair proof if asking about leak adjustment, and payment confirmation if disputed.
FAQs

City of Santa Fe Water Department FAQs

What is the City of Santa Fe Water Department phone number?

For utility billing, water customer service, account transfers and service documents, call 505-955-4333.

Where is Santa Fe Utility Billing located?

The Utility Billing and Water Division office is listed at 801 W. San Mateo, Santa Fe, NM 87505.

What are Santa Fe Utility Customer Service hours?

Office hours are Monday-Friday, 8:00 AM to 4:30 PM, closed Saturday, Sunday and most federal holidays.

How do I pay my Santa Fe water bill?

Customers can pay by calling the free automated pay system at 505-955-6100, using Paymentus online, mailing payment, or dropping payment in the drop box at 801 W. San Mateo.

What is the after-hours number for Santa Fe water emergencies?

After 5:00 p.m. on weekdays or on weekends, call 505-955-4300 for water emergencies or emergency turn-offs.

How do I report a water line break in Santa Fe?

The Public Utilities page lists water line breaks at 505-955-4333, press 3. This emergency number is available 24 hours a day for water emergencies and emergency turn-offs.

How do tenants start Santa Fe utility service?

Tenants need the Release of Liability & Utility Services Application, a signed lease with a minimum term of six months, and a valid government-issued photo ID. Customer Service contacts the tenant with the deposit amount.

Do tenants pay a deposit for Santa Fe utility service?

Yes. The Utility Billing FAQ says tenants are required to pay a deposit, and the deposit is credited to the final bill when the account closes, with remaining eligible amounts mailed to the forwarding address.

Who can get a Santa Fe utility payment arrangement?

The Collections page says only property owners are eligible for payment arrangements. The City may discontinue water service if payment agreement terms are not followed.

Does Santa Fe offer leak adjustments?

Yes. A leak adjustment may be considered for higher water consumption caused by leak, theft or vandalism beyond the customer’s reasonable control or knowledge. The leak must be repaired and proof must be submitted.

How do I report water waste in Santa Fe?

Call the City of Santa Fe Water Conservation Hotline at 505-955-4222.

How do I report a sewer backup in Santa Fe?

For sewage backup or overflow, call 505-955-4650 Monday-Friday from 8:00 a.m. to 5:00 p.m. After hours, weekends or holidays, call 505-955-4666 or 505-955-4650.

Where can I find Santa Fe water quality reports?

Open the City’s Water Quality page. It provides Consumer Confidence Reports from the last ten years. Older CCRs can be requested at 505-955-4333 or utilitycustomerservice@santafenm.gov.

How do I check lead service line information in Santa Fe?

Use Lead Safe Santa Fe to learn about lead risks, service line inventory, and lead water test request options.

Final takeaway

Best Way to Handle a Santa Fe Water Department Task

Use this route: Pay bill → Paymentus or 505-955-6100. Billing/start-stop service → 505-955-4333 or utilitycustomerservice@santafenm.gov. Water line break → 505-955-4333 press 3. After-hours water emergency → 505-955-4300. Sewer backup → 505-955-4650 or after-hours 505-955-4666. Water waste → 505-955-4222. Digging → 811.

For most users, the fastest solution is to keep the bill, account number, service address, photo ID, lease/deed/transfer form, payment confirmation, and repair proof ready before calling. Santa Fe’s forms are specific, and incomplete or unsigned documents are not accepted.

Editorial note: This guide summarizes official City of Santa Fe Utility Billing, Water Division, Water Service, Wastewater Management, Water Conservation, Water Quality, Lead Safe Santa Fe and related resources for easier public use. Phone numbers, office hours, forms, payment routes, deposit rules, payment arrangement rules, conservation requirements, leak adjustment rules, emergency routing and water quality reports can change. Confirm final details on official santafenm.gov pages before paying, applying, digging, transferring service, reporting an emergency or relying on any deadline.

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