Common examples of water waste include:Water flowing off private propertyWatering outside of yo... (more)
Common examples of water waste include:
Water flowing off private property
Watering outside of your assigned day or time
Draining a pool or spa into the street
Failure to repair a leak or broken sprinkler
When reporting water waste, be sure to include the time, date, location, and type of violation observed. You may also include your contact information if you would like to be contacted regarding your report, or you can choose to submit your report anonymously.
Photos of the problem are often helpful, but not required. The most helpful picture is a wide shot of the area, with the suspected violation included in the frame, which helps us pinpoint the cause of the issue. If there is a broken fixture or sprinkler, a second, closer photo may be useful.
To report water waste, click on the link below to submit a request or call the Department of Utility Services Customer Care Center at 702-267-5900. Staff are available to assist you during regular business hours Monday through Thursday from 7:30 a.m. to 5:30 p.m.
You may request to start, stop, or transfer residential water and sewer utility servi... (more)
You may request to start, stop, or transfer residential water and sewer utility service in one of two ways:
Online: Visit the City of Henderson Utilities Customer Portal. You can either select Start New Water/Sewer Service from the homepage, or log in to your existing account and use the Service Requests tab on the left-hand menu.
By Phone: Call our Customer Care Center at (702) 267-5900, Monday–Thursday, 7:30 a.m. to 5:00 p.m.
Federal Red Flag regulations require positive identity verification for all new service requests. To complete this, the City of Henderson uses Experian to verify the information you provide. This process involves a soft credit check, which is used only to confirm your identity and does not affect your credit score.
If you are a property manager or real estate agent, please visit our Customer Portaland select Property Agent Service Request from the homepage.
The City of Henderson is partnering with SNWA on the Water Smart
Landscapes Rebate. The City of Henderson is supplementing the SNWA rebate
programs for customers in Henderson converting functional turf on their
property.
A)Customer Eligibility
Supplement will only be approved for single-family residential parcels located within the City of Henderson boundaries that are removing functional turf not subject to the Nonfunctional Grass Law. If participating in the Tree Topper, trees planted must be on the List of Qualifying Trees. Areas to be converted must be serviced by the City of Henderson and the applicant’s utility account(s) must be in good standing. Rebate checks are issued to property owners.
B) Project Size
Conversion area must be deemed functional turf and a minimum of 400 square feet. Maximum project rebate amount of $575. Eligible trees planted and approved for a $50 rebate are expected to provide at least a 236-square-foot canopy at maturity. Large shade trees should be spaced out about 50 feet apart, while medium trees require 35 feet. Participation in the Tree Rebate Project through the Residential Rebate Program is optional, and there is no minimum or maximum number of eligible trees required for participation. Customers are limited to 100% canopy coverage for each property. SNWA will conduct the final inspection to confirm the requirements for the tree canopy and spacing are met.
C) Authorization to Proceed
Before removing any turf, customers must have applied and been approved for the SNWA Water Smart Landscapes program. (City of Henderson to verify approval with SNWA).
D) Landscape Material Restrictions
Per HMC 14.14.050.B, once turf is removed it is prohibited to re-install.
E) Rebate Amounts and Limits
Subject to available funding and satisfaction of program terms and conditions, the City of Henderson will rebate for Single-Family Residential Functional Turf Removal: a maximum of $575 and a 400 square footage minimum turf conversion. To receive the rebate check, turf conversion and measurements must have been confirmed by SNWA.
The City of Henderson will rebate $50 per approved tree on properties participating in a Single-Family Residential Landscape Program. Tree toppers are subject to available funding, with no per–single-family residential property limit.
F) Important Deadlines and Restrictions
Project conversion must be completed within twelve (12) months
from application acceptance. The customer is to submit approval that the conversion has been completed.
Conversion is to be completed in a
single phase.
Customers are limited to one
conversion per calendar year.
Rebate payments may be
considered taxable income, and customers may receive a 1099 if total payments by
the City of Henderson for rebates and other taxable transactions exceed
reportable limits.
What is functional turf?
An irrigated grass area that provides a
recreational benefit to the community and is:
Located
at least 10 feet from a street, installed on slopes less than 25 percent,
and not installed within street medians, along streetscapes, or at the
front of entryways to parks, commercial sites, neighborhoods, or
subdivisions.
Active/programmed
recreation turf, athletic fields, designated-use-area turf, golf course
play areas, some pet relief turf, playground turf, or resident area turf.
Located
on a Single-Family Residential Property.
How do I know if I have been approved for the
rebate?
Upon review of your application, you will receive an email
response with your application status.
When will I receive the rebate check?
After the
conversion has been completed and SNWA has received your signed Conservation
Easement. Please upload the Notarized Easement to your Contact Henderson case to notify the City of Henderson of your turf conversion completion. At
this point, the City of Henderson will send you an email letting you know that
the check is being processed and a mail-out date.
In order
to receive the City of Henderson Water Efficiency in Landscapes and
Technologies Rebate, the SNWA rebate program terms and conditions must be
followed. Please visit the SNWA website at www.SNWA.com in
order to see what plants can be used in the water-smart landscape.
If you are interested in this program, please apply with SNWA
and then submit a request or question at the link below.
Demand Requestsare now available as a self-service option through the City of Henderson Utilities Customer Portal. This feature allows you to quickly view balances due on a property and capture the information needed without waiting for manual processing.
Enter the property address or account number to search.
Review the results and screenshot the balance(s) details for your records.
Important Notes:
Demand Requests are not available for master-metered locations (e.g., individual apartments, condominiums with unit numbers, or commercial properties served by a single meter across multiple units).
Your request will be processed within three (3) business days, and you will receive a welcome email once the account is active.
We are pleased to share that Property Manager Service
Requests... (more)
We are pleased to share that Property Manager Service
Requests have moved to our new Customer Portal.
Forms are now easier to access and can be submitted without logging in. You may
use the portal to request service starts, stops, billing information changes,
or a waiver of a late fee.
Requests are processed in the order received and may take up to three (3) business days. To avoid delays, please complete all required fields and attach all necessary documents. Incomplete or incorrect submissions will be closed, and a new request will need to be submitted.
Quick Tips
Requests submitted with
today’s date will be scheduled for the next business day.
Use your EIN only
(do not use SSN).
If the property owner or
property manager is new to the City of Henderson, please attach the
required IRS SS-4 or 147C letter.
The City of Henderson offers several convenient options for paying your utility bill:
Customer Portal – Log in to pay online using MasterCard, Visa, Discover, Debit, or eCheck/ACH.
AutoPay – Enroll to have your bill paid automatically each month.
By Phone – Call our Customer Care Center at (702) 267-5900 to make a payment by credit or debit card through the automated payment system.
By Mail – Allow 7-10 days for mailing to ensure timely delivery before the due date. Send your payment to:
COH Utility Payments 240 S Water St MSC 126 Henderson, NV 89015
Drop Box – Use the drop box located at City Hall (Basic Road entrance).
Through Your Bank – Enroll in your bank’s online bill payment program.
In Person – Visit the Basic Road drive-through or walk-in cashier counters at Henderson City Hall. We accept MasterCard, Visa, Discover, Debit, Check, and Cash.
Customer Care Center Hours
Monday–Thursday, 7:30 a.m.–5:00 p.m.
Submit your application through the Online Forms link
Provide proof of repair and complete the Water Smarter Evaluation
Once reviewed and approved, the adjustment will appear as a credit on your account.
Key Program Rules
Up to two adjustments allowed within five years
Applies only to leaks that caused usage more than double your normal amount
Maximum adjustment covers up to three billing cycles
Eligibility Requirements
To qualify, all of the following must be met:
Increased Consumption: Water use during the leak was more than double the same monthly service periods from the prior year (up to three service periods).
Repaired Leak: The leak has been fixed.
Proof of Repair: Documentation is required (e.g., receipts, photos, invoices, or parts).
Normal Consumption Restored: Usage has returned to normal for at least one subsequent billing cycle.
Service History: The property has had active water service for at least 13 months before the leak.
Timely Request: Application is submitted within 12 months of the leak.
The adjustment is calculated by comparing your water use during the leak to the same time the year before. Then, we lower the cost of the extra water by applying reduced rates:
Water charged in the 3rd and 4th pricing tiers is lowered to the 2nd tier rate
2nd tier charges are lowered to the 1st tier rate
For 1st tier overage, the cost is split 50/50 between you and the City
The difference between your original bill and the adjusted amount is credited back to your account. This helps ease the financial impact of a leak while encouraging responsible water use.
Example Calculation
Previous year’s consumption: 9,000 gallons
Consumption during leak: 460,000 gallons
Excess consumption: 451,000 gallons
Adjustment calculation:
Excess 451,000 gallons ? charges split 50/50 between the customer and the City
Many of our
customers have received UCards
from ... (more)
Many of our
customers have received UCards
from UnitedHealthcare, the
new Medicare Advantage member ID card, which gives enrollees access to several extended
benefits. One benefit listed for the UCard on UnitedHealthcare's website is the
ability to use the card to pay eligible utilities. We've contacted
UnitedHealthcare for instructions on how you can use this benefit.
To access to your
UnitedHealthcare benefit of paying utilities, you must register on the UCard Hub website or
the mobile app:
At this time, the
City of Henderson cannot process UCard payments for your utility account directly
at our office. You'll need to use the UCard app or the UCard Hub website to make a payment. When you make a
utility payment online or by telephone via the UCard app or website, you are
requesting that UnitedHealthcare make a payment to the utility. You are not
making a payment directly to your utility company and your utility company will
not receive, process, or credit your utility account until UCard completes a
backend process to submit the payment to the utility company via paper check on
your behalf.
Payments for
utilities using your UCard benefits may take several business days to be
received. When using the UCard, please allow up to two weeks for the
payment to be received and credited to your account. Customers whose only
source of income is received once a month may request enrollment in our Delayed
Billing Program which allows the primary account holder an additional week (7
days) to pay his/her monthly bill without assessing a late fee. Visit Contact Henderson to apply for that
program.
See Section 6 Utilities
Payments of the Terms and Conditions regarding Funds Accessible with
UCard at theUCARD Disclosures Sitefor additional
details regarding your UCard Utility Bill Payment benefits.
For general information on
your UnitedHealthcare UCard benefits, we encourage you to call the number on
your plan member ID card (health insurance card) during the listed hours of
operation or visit the UCard
Hub website. (FAQ11805)
less
For further assistance or information, please contact New Construction at (702) 267-3720, Monday through Thursday from 7:30 a.m. to 5:30 p.m. (FAQ4529)
less
Contact the City of Henderson Police Dispatch non-emergency number at 702-267-4913.
Please note:Water that has been terminated for non-payment or failure to set up service does not constitute an emergency. If that is your situation, please call 702-267-5900 during our regular business hours from 7:30 a.m. - 5:30 p.m., Monday through Thursday.
The City of Henderson offers the following utility discount programs to qualifying customers: Low-Income D... (more)
The City of Henderson offers the following utility discount programs to qualifying customers:
Low-Income Discount The City of Henderson will waive the monthly basic water and sewer service charge for residents enrolled in the Nevada Sewer or Energy Assistance Programs (EAP). To qualify, a customer must be a resident of Henderson and must be the primary account holder on the utility bill. Program participants are required to re-qualify annually by submitting proof of EAP enrollment. Qualification guidelines are determined by the State of Nevada Division of Welfare and Supportive Services.
For more information on the Nevada Energy Assistance Program, contact: Energy Assistance Program South 3330 East Flamingo Road, Suite 55 Las Vegas, NV 89121 702.486.1404 Toll Free - 800.992.0900 Website - https://dwss.nv.gov/Energy/1_Energy_Assistance/
For assistance with EAP Enrollment along with other services, contact:
HopeLink of Southern NV - PLEASE CALL FOR AN APPOINTMENT
City of Henderson Heritage Park Senior Facility - PLEASE CALL AHEAD TO ENSURE ASSISTANCE IS AVAILABLE Senior Services Office 300 S Racetrack Rd. (at Burkholder Blvd.) 10:00 a.m. to 1:00 p.m., Monday through Friday 702.267.2956
Disability Discount The City of Henderson waives the monthly basic water and sewer service charges for customers who are disabled.
In order to qualify for the discounted service, the customer receiving the discount must be the primary account holder on the utility bill, and the service address must be their primary residence.
Delayed Billing The Delayed Billing Program assists customers whose only source of income is received once a month. It allows the primary account holder an additional week (7 days) to pay a bill without assessing a late fee.
How to apply Submit a request through the Contact Henderson website.
If you are requesting the Low-Income Discount, attach proof of your EAP award letter to the case.
If you are requesting a Disability Discount, attach proof of disability to the case, e.g., Social Security Disability Benefit Verification Letter, VA Disability Rating Letter, or other government agency disability confirmation.
Washing of personal vehicles at residential properties is limited to one day per week with the use of a positive shut-of... (more)
Washing of personal vehicles at residential properties is limited to one day per week with the use of a positive shut-off nozzle.
Use of a commercial car wash saves water and the environment. Visit SNWA.com to print a coupon to your favorite commercial car wash.
Spray washing of equipment, buildings and surfaces is prohibited unless the water is contained on site or discharged to a publicly owned treatment facility.
The City will install meters up to 2" in size for new developments. In order to schedule a meter install, please submit ... (more)
The City will install meters up to 2" in size for new developments. In order to schedule a meter install, please submit a request under the Water & Sewer-> Developer Meter Installs topic at : Developer Meter Installs
Installation of meters for properties requiring service larger than 2" are the developer responsibility. (FAQ8156)
less
If you have unusually high water usage on your bill and you think you have a leak, here are some things to check:... (more)
If you have unusually high water usage on your bill and you think you have a leak, here are some things to check:
• Check all sprinkler and bubbler heads to ensure that they are not broken or missing and applying more water than expected.
• Check your watering clock to ensure that it is actually running only as intended. Most watering clocks have 3 different programs which can run concurrently. Any power outage or fluctuation can cause the clock to reset to factory defaults which usually run large amounts of water.
• If you have a pool, check to ensure that the auto-fill device has not become stuck in an on position.
• If you have a water softener, check to be sure that it is not regenerating continually.
• Turn off the house valve (usually located in your garage) to isolate the outside watering system; Take a flat screwdriver or similar item and gently lift the lid from the meter box in your front sidewalk; You should see a small triangle, called a flow indicator, at the top of your meter. If this indicator is moving, you may have a leak.
• There are a number of leak detection companies listed in the yellow pages which can also assist you in locating a leak.
• You may also wish to visit the SNWA Conservation Site for additional information relating to conservation measures and proactive steps to detect and prevent leaks.
If you are still unable to locate a potential cause for the higher usage and/or the leak, please enter a case here or call our Customer Care Center at (702) 267-5900. Specialists are available to assist you Monday through Thursday from 7:30 a.m. to 5:30 p.m.
The adjustment is calculated by comparing your water use during the leak to the same time the year before. Then, we lower the cost of the extra water by applying reduced rates:
Water charged in the 3rd and 4th pricing tiers is lowered to the 2nd tier rate
2nd tier charges are lowered to the 1st tier rate
For 1st tier overage, the cost is split 50/50 between you and the City
The difference between your original bill and the adjusted amount is credited back to your account. This helps ease the financial impact of a leak while encouraging responsible water use.
Example Calculation
Previous year’s consumption: 9,000 gallons
Consumption during leak: 460,000 gallons
Excess consumption: 451,000 gallons
Adjustment calculation:
Excess 451,000 gallons ? charges split 50/50 between the customer and the City
Submit your application through the Online Forms link
Provide proof of repair and complete the Water Smarter Evaluation
Once reviewed and approved, the adjustment will appear as a credit on your account.
Key Program Rules
Up to two adjustments allowed within five years
Applies only to leaks that caused usage more than double your normal amount
Maximum adjustment covers up to three billing cycles
Eligibility Requirements
To qualify, all of the following must be met:
Increased Consumption: Water use during the leak was more than double the same monthly service periods from the prior year (up to three service periods).
Repaired Leak: The leak has been fixed.
Proof of Repair: Documentation is required (e.g., receipts, photos, invoices, or parts).
Normal Consumption Restored: Usage has returned to normal for at least one subsequent billing cycle.
Service History: The property has had active water service for at least 13 months before the leak.
Timely Request: Application is submitted within 12 months of the leak.
Click on Tab 3: "Enter Your Request".The following information will be required to complete your request:... (more)
Click on Tab 3: "Enter Your Request".
The following information will be required to complete your request:
Account number or hydrant number
Office contact person and phone number
Date of hydrant meter pull (Monday - Thursday dates only)
Same day hydrant meter pulls can not be accommodated.
For further assistance or information, please contact New Construction at (702) 267-3720, Monday through Thursday from 7:30 a.m. to 5:30 p.m. (FAQ10218)
less
Residential and commercial landscape irrigation is restricted on Sunday and on certain number of days per week base... (more)
Residential and commercial landscape irrigation is restricted on Sunday and on certain number of days per week based on the season. All customers are assigned to a watering group labeled A, B, C, D, or E, which defines what days of the week landscape irrigation is permitted. Watering group assignments are based on customer location address.
Click here to input your address and find your assigned group.
Do you have a water softener?Many pressure problems are associated with malfunctioning or improp... (more)
Do you have a water softener?
Many pressure problems are associated with malfunctioning or improperly maintained water softeners. An easy test to determine if your water softener is causing a pressure problem is to place the softener in by-pass mode (which allows un-softened water and full pressure beyond the softener). The by-pass valve (Click here to view by-pass valve in a new window) is usually installed where the water enters and leaves the softener. If placing the softener in by-pass corrects your pressure problem, it is recommended that your softener be serviced.
A pressure reducing valve is a common cause for pressure related problems. A pressure reducing valve is typically located in the garage where water enters a home from the street. In some instances, pressure reducing valves have been located below grade in resident’s yards. The primary function of a pressure reducing valve is to reduce the water pressure entering the home from the City’s water supply. These valves can be adjusted by a qualified individual, typically a plumber. The majority of homes located in the Anthem area had pressure reducing valves installed by the home builder during construction. Replacement valves can be purchased at your local home improvement store and are typically priced around $100.
Is there a humming or whistling noise coming from the PRV while water is flowing through it? If so, your PRV is most likely causing your pressure related problem, recommend servicing the valve or call a plumber.
Is your in-home pressure higher than in the past? If so, your pressure reducing valve is most likely causing your pressure related problem, recommend servicing the valve or call a plumber.
Does the pressure start higher and becomes lower? If so, your pressure reducing valve is most likely causing your pressure related problem, recommend servicing the valve or call a plumber.
Have you recently performed or had plumbing work performed on your home?
Another common source of pressure related issues are caused by partially open or closed valves. Valve utilized while performing plumbing work should be checked to ensure they are in the full open position. Valve with a hand wheel (Click here to view hand wheel valve in a new window) are generally a gate valve and have been known to break in the closed position. If the hand wheel continue to spin freely in either direction with no sign of resistance, the valve is most likely broken. Recommend replacement or call a plumber.
Is the pressure problem associated with your hot water system?
Your pressure problem is most likely associated with your hot water heater or a hot water recirculation system. Recommend service or call a plumber.
If you need further assistance you may enter a case in Contact Henderson or call the Department of Utility Services' Customer Care Center during regular business hours Monday through Thursday from 7:30 a.m. til 5:30 p.m at 702-267-5900.
Customers must submit an RFL Request on our website within 30 days from the date on the Violation letter received. A Wat... (more)
Customers must submit an RFL Request on our website within 30 days from the date on the Violation letter received. A Water Conservation quiz will be sent to you via email on file, this quiz must be completed within 7 days. (FAQ11807)
less
You may request an exemption to the day-of-week watering schedule by completing a request. Select the topic-subtopic, Co... (more)
You may request an exemption to the day-of-week watering schedule by completing a request. Select the topic-subtopic, Conservation/Water Waste - Day of Week Watering Schedule Exemption.
The watering exemption will allow watering during non-scheduled watering days. You are not exempt from water runoff or overflow. Watering exemptions are
permitted for up to 30 days each calendar year.
The City will soon partner with HomeServe to offer discounted Water Service Line, Sewe... (more)
The City will soon partner with HomeServe to offer discounted Water Service Line, Sewer Line, and Interior Water & Drainage Line insurance to Henderson customers.
As a homeowner, you are responsible for maintaining certain water and sewer lines that serve your property. In most residential areas, the City maintains the water line up to the water meter, which is typically located near the sidewalk or front of the property. Any leaks or repairs needed on the customer side of the meter, between the meter and the home, are the responsibility of the property owner.
For more information about utility line responsibilities, please visit cityofhenderson.com to view a diagram explaining ownership and maintenance responsibilities.
Public
tours of the City of Henderson Kurt R. Segler Water Reclamation Facility and
Southwest Water Reclamation Facility are offered on Tuesdays at 9:00 a.m. Tours
must be requested two weeks in advance, and group size is limited to 20 people
or less. Children must be at least eight years old, and groups with multiple
children must have one adult to supervise every 5 children. Before confirming
a date/time, a signed Release of Liability must be received.
Per Henderson Municipal Code (HMC) 14.03.020D: �The customer is responsible for all plumbing, pipi... (more)
Per Henderson Municipal Code (HMC) 14.03.020D: �The customer is responsible for all plumbing, piping, and appurtenances from the service connection to the point of use. (The service connection is the downstream end of the second angle meter stop on the meter, or the meter discharge point at the connected fitting.) In other words, the customer is responsible for all water plumbing and devices from the end point of use inside the home to the discharge point of the meter.
The Department of Utility Services is responsible for maintaining and repairing water service line(s) from the water main (which usually runs underground in the middle of the street) to service connection; and, pay all associated costs.
The Homeowner/customer is responsible for maintaining and repairing water service line(s) from the service connection up to and including the house plumbing; and, pay all associated costs. Please note that per Henderson Municipal Code 11.08.010, work in the public right-of-way will require a permit from Public Works.
If you are experiencing a non-emergency water service issue and have determined the source lies on the City side of the service connection, please enter a case in Contact Henderson or you may call the Department of Utility Services Customer Care Center during regular business hours Monday through Thursday from 7:30 a.m. till 5:30 p.m. at 702-267-5900.
Vault shutdowns may be performed on:1. Properties that do not have isolation valves or backflow devices.... (more)
Vault shutdowns may be performed on:
1. Properties that do not have isolation valves or backflow devices.
2. The isolation valves or backflow devices have failed to shut down the water service.
If you fall into the above two categories, you may submit a request. Vault shutdowns are performed during our business working days, Monday through Thursday, excluding holidays.
By submitting a request, you agree to a minimal applicable charge of $400 per HMC 14.03.030 - Service Line Requirements, Article B - Valves:
1. For services with a three-inch meter or larger where the service has been discontinued or it becomes necessary to shut off a service connection for the repair of piping on the customer's property, a valve as required by adopted standards shall be installed prior to restoration of the service with all costs to borne by the customer. Should the customer fail to make such repairs or corrections to the service conditions and the city has performed its due diligence to notify the customer to make such repairs or corrections, the director may authorize the city to make the necessary corrections, with the customer being responsible for reimbursement to the city for all costs incurred in addition to any penalties in accordance with this title and the department service rules.
2. Private property shutdowns conducted at the property owner's request shall be billed using the department's actual costs, with such costs being the responsibility of the property owner.
If you would like to proceed, continue by submitting a request.
Before you drain your pool, consult with your pool professional and check your pool chemistry. It may be time to drain y... (more)
Before you drain your pool, consult with your pool professional and check your pool chemistry. It may be time to drain your pool if: Total dissolved solids (TDS) exceed 1,500 parts per million (ppm) or Calcium hardness exceeds 350 ppm (or about 20 grains)
Some pool companies offer mobile filtration systems which remove dissolved solids from your pool water without the need to drain it, reducing water consumption and possible damage to plaster.
Pool and spa water must be drained into the sanitary sewer system, usually accessible through a clean-out port located in your front yard or elsewhere on your property. For help locating your sanitary sewer port, review these tips from SNWA.com.
Draining pool or spa water into the street is considered water waste, and can lead to a fine. Draining pool or spa water into a manhole is considered illegal dumping, is prohibited and can lead to a fine.
Do not drain a pool into a septic tank, which can quickly overfill. Homeowners on septic systems should contact the City of Henderson prior to draining their pool or spa to avoid receiving a water waste notice.
If you need additional assistance with locating your sewer port, you may contact the City Clerk's Office at 702-267-1410, complete the form below with your name, phone number, address, and email address or call the Department of Utility Services Customer Care Center at 702-267-5900. Staff are available to assist you during regular business hours Monday through Thursday from 7:30 a.m. to 5:00 p.m.
Building code regulation underwent some significant changes which took effect July 1, 2011. Many properties may need to ... (more)
Building code regulation underwent some significant changes which took effect July 1, 2011. Many properties may need to have a larger size and/or residential fire style meter. It is essential that the available meter box size is prepared to accept the appropriate size meter. (FAQ8150)
less
The Customer Service phone number for NV Energy is 702-402-5555. Click here for their website: ... (more)
The Customer Service phone number for NV Energy is 702-402-5555. Click here for their website: Nevada Energy
The Henderson location for telephone services is Century Link Experience Center at 1321 W. Sunset Road and their phone number is 702-244-4301. Click here for their website: Century Link
The Henderson location for cable services is Cox Communications at 460 Stephanie St (1/2 block North of Warm Springs) and their phone number is (702) 933-9849. Click here for their website: Cox Communications
The Republic Services business office for trash services is located at 770 E. Sahara in Las Vegas and their number is (702)735-5151. For your convenience, there is a Henderson location for trash payments at their payment drop box located next to the drive-up cashier in front of the Henderson City Hall entrance on Basic Road. Click here for their website: Republic Services
The Southwest Gas business office is located at 4300 West Tropicana Avenue in Las Vegas and their number is (877) 860-6020. Click here for their website: Southwest Gas
Please provide the full customer name and street address you are inquiring about. Multiple customers and addresses may b... (more)
Please provide the full customer name and street address you are inquiring about. Multiple customers and addresses may be submitted in one case; please copy and paste your listing into the question area. (FAQ7151)
less
When putting a request into Contact Henderson, you may attach up to 3 additional files. To do this, click on the ... (more)
When putting a request into Contact Henderson, you may attach up to 3 additional files. To do this, click on the small blue "Attach a File" link located below the address entry area and just above the paragrah of information near the "Submit Request" button. After clicking this link, you may either enter the file location or choose "Browse" in order to navigate to the file's location on your computer. Once the file is located, click "Open" and the file will become a part of your submission. (FAQ8153)
less
The Southern Nevada Water Authority (SNWA) will rebate customers $3 per square foot of grass removed and replaced with d... (more)
The Southern Nevada Water Authority (SNWA) will rebate customers $3 per square foot of grass removed and replaced with desert landscaping up to the 10,000 square feet converted per property, per year. Beyond the first 10,000 feet, SNWA will provide a rebate of $1 per square foot. Projects must be approved prior to turf removal. For more information, view the Water Smart Landscape Rebate program conditions at SNWA.com or call (702) 258-SAVE (7283).
The City of Henderson is currently offering eligible customers the opportunity to resize their water meter. Prior to r... (more)
The City of Henderson is currently offering eligible customers the opportunity to resize their water meter. Prior to requesting a meter resize, please consider the following:
• Properties with larger meters have higher water-usage thresholds, downsizing your meter could actually increase your water bills, particularly in the summer.
• Reducing your meter size may cause a reduction in water pressure/volume in your home or for your irrigation system. You should carefully consider the possible effects that the pressure reduction may have on your personal comfort and outdoor landscaping.
If you would like to submit a request to resize your meter, you must meet the following criteria:
• You must be the property owner of a RESIDENTIAL or IRRIGATION location. Commercial customers will be considered but must complete a Hydraulic Analysis and Civil Revision. If you are the property owner of a commercial location, DO NOT enter your request here. Please call Technical Services at 267-3670 for further information.
• Your residential and/or irrigation meter size must be 2" or smaller, and can only be reduced down one meter size.
• Homes with fire sprinklers are not eligible.
• Customer is responsible for all costs associated with downsizing the meter. If you are not satisfied with the results, you will also incur fees to return the meter to the original size. Fees to resize the meter are: 1” to ¾” - $210, 1.5” to 1” - $295, and 2” to 1.5” - $480.
If you have met all the criteria above, please submit a case and a Utility Services employee will be in touch to assist you with your request. If your request is approved, you will be required to pay applicable fees, sign an affidavit, and fill out a USIZ application. (FAQ8632)
less
Per Henderson Municipal Code (HMC) 14.04.020D: "The customer is responsible for all plumbing, piping, and appurtenances ... (more)
Per Henderson Municipal Code (HMC) 14.04.020D: "The customer is responsible for all plumbing, piping, and appurtenances from the point of use to the service connection." The wastewater service connection is the point of connection between the main and the wastewater service line/sewer lateral.
The wastewater/sewer main usually lies underground in the middle of the street, and the sewer lateral runs from the home and connects to the main.
The Department of Utility Services is responsible to: 1) Maintain and repair main sewer line(s) (including cleaning blockage(s) from City's main sewer line); and, 2) Pay cleanup and repair costs for blockages in the main sewer line (including repairing damage to the street or driveway).
The Homeowner/customer is responsible to: 1) Maintain and repair sewer lateral/lines from the service connection (i.e. the main) up to and including the house plumbing; and, 2) Pay cleanup and repair costs (including repairing damage to the street or driveway) if the blockage is between the service connection (i.e. the Main) and the house; and, 3) Hire a professional to periodically inspect your sewer lateral/line (from the Main to the house) and clean out roots and/or grease accumulation, and fix any structural problems. The two primary causes of sewer backups and overflows are grease and roots. Please note that per Henderson Municipal Code 11.08.010, work in the public right-of-way will require a permit from Public Works.
If you are experiencing a non-emergency wastewater/sewer service issue and have determined the source lies on the City side of the service connection (i.e. in the Main), please enter a case in Contact Henderson or you may call the Department of Utility Services Customer Care Center during regular business hours Monday through Thursday from 7:30 a.m. till 5:30 p.m. at 702-267-5900.
Every case is reviewed by our Water Conservation Specialists and applying for an RFL does not guarantee the removal of t... (more)
Every case is reviewed by our Water Conservation Specialists and applying for an RFL does not guarantee the removal of the fine. Customers looking to have their fine rescinded must submit an RFL application/request on our website for further review. (FAQ11809)
less
Requests to start or stop a commercial/irrigation water service should be submitted by completeing a case in Contact Hen... (more)
Requests to start or stop a commercial/irrigation water service should be submitted by completeing a case in Contact Henderson. Please choose the topic Water & Sewer -> Commercial Property/Irrigation Services. Requests are processed in the order received and may take 3 - 5 business days to process. To facilitate processing, please complete all required fields. Faxed requests are NOT accepted. (FAQ8123)
less
The City of Henderson has partnered with HomeServe to offer optional Wate... (more)
The City of Henderson has partnered with HomeServe to offer optional Water Service Line, Sewer Line, and Interior Water & Drainage Line protection plans to Henderson customers. Additional information about available plans and enrollment options will be shared as the program becomes available.
These protection plans are optional and are intended to help homeowners manage certain repair costs related to privately owned water and sewer lines. Customers are encouraged to review their homeowner’s insurance coverage and determine whether this type of additional protection is right for their household needs.
As a homeowner, you are responsible for maintaining certain water and sewer lines that serve your property. In most residential areas, the City maintains the water line up to the water meter, which is typically located near the sidewalk or front of the property. Any leaks or repairs needed on the customer side of the meter, between the meter and the home, are the responsibility of the property owner.
For more information about utility line responsibilities, please visit Water and Sewer Laterals | Henderson, NV to view a diagram explaining ownership and maintenance responsibilities.
Our water meets and/or exceeds every Federal and State water quality standard. The “hardness,” although n... (more)
Our water meets and/or exceeds every Federal and State water quality standard. The “hardness,” although not harmful, is due to the fact our water comes from the snow packed mountains of Colorado. As it works its way down the Colorado River and into Lake Mead it picks up a lot of naturally occurring minerals along the way. It is important to note that the U.S. Environmental Protection Agency (EPA) has not set a legal limit or standard for hardness in water. This is primarily because the constituents that contribute to hardness (generally calcium and magnesium ions) are not toxic; that is, they do not cause harmful health effects.
The Nevada Secondary Standard for hardness is 500 mg/L. The hardness of the City's water is 288 mg/L.
You can find further information in the Water Quality Report located on the City’s website.
Submit a request through Contact Henderson using the topic: Water & Sewer, subtopic: Developer Irrigation Meter Install.... (more)
Submit a request through Contact Henderson using the topic: Water & Sewer, subtopic: Developer Irrigation Meter Install.
The permit number and the address for the irrigation meter is required to process a request.
If you need to acquire an address and/or permit number, you may contact Technical Services Monday through Thursday from 7:30 a.m. to 5:30 p.m. at 702.267.3670.
New Construction is available Monday through Thursday from 7:30 a.m. to 5:30 p.m. at 702.267.5927 if you require further assistance. (FAQ11321)
less
Hydrant meters are a temporary form of water for a project. If a project is ongoing after the permit expires you must su... (more)
Hydrant meters are a temporary form of water for a project. If a project is ongoing after the permit expires you must submit a new dust control/grading permit.
How to attach permit to request: Save a scanned copy of the document to your desktop, click on the browse option and upload. (FAQ11378)
less
Utility Field Operations maintains all public fire hydrants in the City of Henderson. For maintainance schedules, to in... (more)
Utility Field Operations maintains all public fire hydrants in the City of Henderson. For maintainance schedules, to inquire if a fire hydrant is public or private, or to report leaking or damaged hydrants, please submit a request here or call the Department of Utility Services Field Operations Section at 702-267-2779. (FAQ4527)
less
Closing bills are mailed to the address provided within 2-3 business days after water service disconnection is scheduled... (more)
Closing bills are mailed to the address provided within 2-3 business days after water service disconnection is scheduled. Republic Services requests a copy of the closing bill if one is available. The closing bill can be faxed to 702-599-5586. If you no longer have a copy of the billing, please contact Republic Services Customer Service at 702-599-5151 for assistance. (FAQ7150)
less
Per Henderson Municipal Code 5.17.220, it is mandatory to utilize and pay for solid waste (trash) collection at any prem... (more)
Per Henderson Municipal Code 5.17.220, it is mandatory to utilize and pay for solid waste (trash) collection at any premises located in the City that is connected to water service. If you have further questions on trash services, the Republic Services business office is located at 770 E. Sahara in Las Vegas and their number is (702)735-5151. Click here for their website: Republic Services. (FAQ3333)
less
Standard working days are Monday through Thursday, excluding holidays. Same day service initiation is generally availabl... (more)
Standard working days are Monday through Thursday, excluding holidays. Same day service initiation is generally available on a limited basis for an additional fee. To be considered for same day service, the following conditions must be met:
• Service must currently be locked off • Request must be received prior to 3:00 p.m. on a regular workday • All existing accounts from the requestor must be current • No past due balances/liens may be present on the location
To request same day service, please complete a case through Contact Henderson. Indicate “SAME DAY FEE ACCEPTED” in the Your Request description box and use the current date for Requested Action Date. The required service fee will be applied to your first billing. No fee will be charged if the criteria are not met or other issue prevents same day completion of the request.
Although custom home Construction Water service locat... (more)
Although custom home Construction Water service locations don’t have to meet UDAC standards during preliminary installation, minimum standards must be met to qualify for Early Meter Installs. The following are required:
• An active service line connection • A meter box • An easement/safe access to the meter box • A BLUE marker: flag or stake – at least 2’ high above ground level and easily visible to MS staff • A visible address (e.g., written in sharpie on the stake or flag) • Condition: if upon arrival staff is not able to locate or access the meter set location, the requestor will be charged a rejection fee just like with final inspections or standard meter sets
When ready for sign-off (after passing drywall & meeting UDAC standards), the GC will need to contact New Construction via Contact Henderson or by calling 702-267-3720 to have the meter checked for damage and to have the permanent installation approved as described above (standard sign-off process).
International customers must submit service requests through a case in Contact Henderson. You will need to attach a curr... (more)
International customers must submit service requests through a case in Contact Henderson. You will need to attach a current notarized copy of your passport or other government issued photo ID to the request. If you previously spoke to a representative and obtained an account ID, please include this number in the "Your Request" box.
.Additionally, all new international accounts are subject to a refundable deposit of $150. This amount is due in advance and service requests will not be completed until payment is made.
Deposit payments may be made via debit or credit card by calling our Customer Care Center at (702) 267-5900. Specialists are available to assist you Monday through Thursday from 7:30 a.m. to 5:30 p.m. PST. (FAQ8149)
less
While sewers, by nature, have an unpleasant odor, you should not be able to smell sewer odor at a home or business. Sewe... (more)
While sewers, by nature, have an unpleasant odor, you should not be able to smell sewer odor at a home or business. Sewer odors could indicate a problem with plumbing or pretreatment systems. If you smell sewer odor emanating from your home or a Henderson business, please submit a case, and provide as much detail as possible, including time of day and exact address of the problem, if possible. Our staff will investigate. (FAQ7179)
less
On January 1, 2008, The Federal Trade Commission, the Federal Bank Regulatory Agencies, and the National Credit Union Ad... (more)
On January 1, 2008, The Federal Trade Commission, the Federal Bank Regulatory Agencies, and the National Credit Union Administration mandated that all affected institutions must comply with implementation of Section 114 of the Fair and Accurate Credit Transactions Act of 2003 (FACTA). The City of Henderson’s Department of Utility Services (DUS) maintains an Identity Theft Prevention Program pursuant to this regulation.
DUS Identity Theft Prevention Program Purpose
Sections 114 and 315 of FACTA, also known as the Red Flags Rule, require that all financial institutions and creditors that hold any customer transaction accounts offer basic, complimentary identity theft protection to all new and existing account holders within their portfolios. Affected institutions, including the City of Henderson’s Department of Utility Services, must provide for the identification, detection and response to patterns, practices, or specific activities- known as “Red Flags”- that could indicate identity theft.
Program Policies
The DUS Program consists of policies and procedures which:
1. Provide customers with alerts, notifications, or warnings of probable identity theft;
2. Notify customers of receipt of suspect documents and changes to personally identifying information, such as contact information and mailing addresses;
3. Notify customers of unusual use of, or suspicious activity relating to, a covered account;
4. Disclose notices from customers, victims of identity theft, law enforcement authorities, or other businesses about possible identity theft in connection with covered accounts.
Red Flags Rule Definitions (www.ftc.gov)
Identity Theft
“Fraud committed using the identifying information of another person”
Red Flag
“A pattern, practice, or specific activity that indicates the possible existence of identity theft”
Identifying information
“Any name or number that may be used, alone or in conjunction with any other information, to identify a specific person, including: name, address, telephone number, social security number, date of birth, government issued driver’s license or identification number, alien registration number, government passport number, employer or taxpayer identification number, unique electronic identification number, computer’s Internet Protocol address, or routing code.”
Creditor
“To include finance companies, automobile dealers, mortgage brokers, utility companies, and telecommunications companies. Where non-profit and government entities defer payment for goods or services, they too, are to be considered creditors.”
Covered Accounts
“1. An account primarily for personal, family or household purposes that involves or is designed to permit multiple payments or transactions; or
2. Any other account for which there is a reasonably foreseeable risk to customers or the safety and soundness of the financial institution or creditor from identity theft.”
When a connection is made to the public water system, the water should flow from the distribution system to the customer... (more)
When a connection is made to the public water system, the water should flow from the distribution system to the customer. However, it is possible under certain circumstances for the flow to be reversed and flow from the customer's plumbing system into the public water distribution system. This is called a "backflow", and if this situation occurs it is possible for the public water systems to be contaminated. If properly maintained and annually tested, the backflow prevention assembly is a mechanical device that will prevent backflow from occurring. To view cross-connection control and backflow prevention assembly requirements, please click here for the Department of Utility Services' Cross-Connection Control Chapter of the City of Henderson Municipal Code . (FAQ7252)
less
RFL is a Request for Leniency to have a current Notice of Violation fine rescinded from the customer's account. Every ac... (more)
RFL is a Request for Leniency to have a current Notice of Violation fine rescinded from the customer's account. Every account is eligible for a waiver once every 18 months. This does not exempt you from any other violations observed during this period. (FAQ11808)
less
The installation of new turf in residential front yards, common areas, medians and non-residential developments is prohi... (more)
The installation of new turf in residential front yards, common areas, medians and non-residential developments is prohibited.
Turf installation in side and rear yards is limited to 50% or less of the total square footage, or 100 square feet whichever is greater, provided no turf area dimension is less than ten feet. A maximum of 5,000 square feet of turf is allowed at one property
If you currently have water efficient landscaping in your front yard it is prohibited to remove and replace that landscaping with turf, regardless of building permit issue date.
To inquire about how turf installation restrictions may apply to you, please complete the form below with your name, phone number, address, and email address or call the Department of Utility Services Customer Care Center at 702-267-5900. Staff are available to assist you during regular business hours Monday through Thursday from 7:30 a.m. to 5:30 p.m.
Our Landlord Portal will be temporarily unavailable for the next few months as we transition to a new and improved system. The upgraded site will feature an enhanced landlord portal designed to serve your needs better. We apologize for any inconvenience this may cause.
In the meantime, if you need to check tenant balances or have any other inquiries, please call us at 702-267-5900 Monday-Thursday, 7:30 AM-5:00 PM, and our team will be happy to assist you.
We appreciate your patience and understanding as we work to improve your experience.
Yes. Since you have a septic system, it is acceptable to drain your pool or hot tub directly into the street or gutter. However, water must be dechlorinated.
Submit a request through Contact Henderson using the topic: Water & Sewer, subtopic: Developer Disconnect.Discon... (more)
Submit a request through Contact Henderson using the topic: Water & Sewer, subtopic: Developer Disconnect.
Disconnects can be scheduled for Monday, Tuesday or Wednesday. If a request for a Thursday date is received, the service will be disconnected on the following Monday.
Do you smell odor when the faucet is turned on? By far, the most common cause of this type of pr... (more)
Do you smell odor when the faucet is turned on?
By far, the most common cause of this type of problem is the drain. Over time, organic matter (such as hair, soap and food waste) can accumulate on the walls of the drain and bacteria can grow on these organic deposits. The bacteria can produce a gas that smells like rotten eggs or sewage. There is nothing wrong with the water, you just need to disinfect the drain. To make sure the problem is not in the tap water, fill a narrow glass with a small amount of tap water, then step away from the sink and swirl the water around inside the glass. If the problem is in the drain, the tap water in the glass should not have an odor. Use common household cleaners to disinfect.
Are you experiencing a white or pink stain?
The most common cause for these types of stains is bacteria or fungus growth. These types of stains are common in areas where water is allowed to pool for long periods or in areas that are continuously exposed to moisture. Use common bacterial cleaners to remove.
If you need further assistance you may enter a case in Contact Henderson or call the Department of Utility Services' Customer Care Center during regular business hours Monday through Thursday from 7:30 a.m. til 5:30 p.m at 702-267-5900. (FAQ3687)
less
Lead in drinking water is mainly
due to the corrosion of customer water ... (more)
Lead in drinking water is mainly
due to the corrosion of customer water service lines and household plumbing. The
City of Henderson public water system does not have pipes made with lead. Some
Henderson homes built prior to 1989 may have pipes or plumbing fixtures that
contain lead or used lead solder, after which it was banned in residential
construction. The City has procedures in place to remove lead if we find it.
You can utilize our Water
Service Line Inventory Map to see if our records classify your water
service line as lead. If your home was built prior to October 1, 1989, and you would like to know the specific material of your water service line or
find that the material indicated on the map is incorrect, please submit a
request or question below with details.
Our community's water comes from
the Colorado River, and it contains naturally occurring minerals that make it "hard" and less corrosive to piping materials. Additionally, a corrosion
inhibitor called Zinc Orthophosphate is added to the water to help prevent
metal that may be present in plumbing fixtures from leaching into the drinking
water.
The Environmental Protection
Agency's (EPA's) Lead and Copper Rule requires public water providers to
monitor the concentrations of these metals at customer taps to ensure they are
below prescribed limits. The Department of Utility Services conducts a Lead and
Copper Sampling Program every three years on tap water samples collected from
participating residences that meet the criteria.
NOTE: The results of lead
and copper testing have remained below the limits set by the EPA since the
Utility began its testing program.
For more information on the Lead
& Copper Sampling Program, please visit our website.
During regular business hours, Monday through Thursday from 7:30am until 5:30pm, please contact Department of Utility Se... (more)
During regular business hours, Monday through Thursday from 7:30am until 5:30pm, please contact Department of Utility Services' Customer Care Center by calling 702-267-5900. After hours, weekends or holidays, contact the City of Henderson Police Dispatch non-emergency number at 702-267-4913. (FAQ8954)
less
Broken water lines, sewer lines, and/or mains should NOT be entered as cases or reported via email. All such issues sho... (more)
Broken water lines, sewer lines, and/or mains should NOT be entered as cases or reported via email. All such issues should be reported to the Department of Utility Services' Customer Care Center by calling during regular business hours at 702-267-5900 Monday through Thursday from 7:30 a.m. till 5:30 p.m. After hours, contact the City of Henderson Police Dispatch non-emergency number at 702-267-4913. (FAQ4485)
less
Please contact Utility Services New Development at 702-267-3670 Monday-Thursday 7:30-5:30, and provide an address or par... (more)
Please contact Utility Services New Development at 702-267-3670 Monday-Thursday 7:30-5:30, and provide an address or parcel number (APN). A plans examiner will assist you to determine the closest available water and sewer to your property. (FAQ4478)
less
Review schedules for building permits vary by permit type, and the review target date is available online by clicking he... (more)
Review schedules for building permits vary by permit type, and the review target date is available online by clicking here for the Development Services Center webpage. Please keep in mind if there are civil plans related to your project, they must be approved before a utility review of the associated building permits can be accomplished. (FAQ4481)
less
Never pour cooking grease down a sink drain. Grease should be allowed to cool put into a plastic container, or old milk... (more)
Never pour cooking grease down a sink drain. Grease should be allowed to cool put into a plastic container, or old milk carton and disposed of as solid waste. For more information, please call the Department of Utility Services Pretreatment Section at 702-267-2700.
The Flume
Smart Leak Detector device does not work with the City
of Henderson’s iPerl meters. If you purchased a Flume device and
have an iPerl meter, you may submit a request to the City to replace the meter
with one that is compatible. In the future, however, the compatible meter may
be replaced with one that is not compatible with Flume.
To be eligible to submit a request, being current on your utility bill for twelve (12) months is required. Also required, is a copy of the Flume purchase receipt which can be uploaded to the request
Having a smart leak detector device can save you money and will save water.
In order to update or change current account information such as an emergency contact phone number or the address where ... (more)
In order to update or change current account information such as an emergency contact phone number or the address where billings are mailed, please complete a case in Contact Henderson. Please complete all requested information and indicate the changes needed in the Your Request description box. (FAQ7989)
less
The majority of water used to irrigate Henderson golf courses is reclaimed (cleaned and highly treated) wastewater, and ... (more)
The majority of water used to irrigate Henderson golf courses is reclaimed (cleaned and highly treated) wastewater, and properties are restricted to an annual water budget of 6.3 acre feet per irrigated acre. Water used in excess of a property's annual water budget will incur a surcharge.
Courses with a water budget on file with the City of Henderson may water outside the geographically assigned watering days for the surrounding area. These facilities have specialized irrigation systems and customized watering schedules to allow them to most efficiently irrigate course landscaping without impairing the community's ability to use the courses.
To inquire about a specific property, or to report a malfunction, such as a leak or sprinklers spraying into the street, please complete the form below or call the Department of Utility Services Customer Care Center at 702-267-5900. Staff are available to assist you during regular business hours Monday through Thursday from 7:30 a.m. to 5:30 p.m. (FAQ5367)
less
Per Henderson Municipal Code 14.09(E), interceptors shall be thoroughly pumped out and cleaned as needed at an appropria... (more)
Per Henderson Municipal Code 14.09(E), interceptors shall be thoroughly pumped out and cleaned as needed at an appropriate frequency, but not less than quarterly per calendar year. Click here to get information on how to protect our water and sewer system, and to learn about maintaining your grease interceptor.
If you have questions about your interceptor and/or City requirements, please call the Department of Utility Services Pretreatment Section at 702-267-2700. (FAQ7196)
less
Per Henderson Municipal Code 14.09.030, before discharge to the city's publicly-owned treatment works, a new user must s... (more)
Per Henderson Municipal Code 14.09.030, before discharge to the city's publicly-owned treatment works, a new user must submit an application for wastewater discharge authorization to the Director. If you see something being dumped into the public sewer, please call the Department of Utility Services Pretreatment Section at 702-267-2700. (FAQ7198)
less
Some City of Henderson parks may be watered outside the geographically assigned watering days for the surrounding area. ... (more)
Some City of Henderson parks may be watered outside the geographically assigned watering days for the surrounding area. These parks have specialized irrigation systems and customized watering schedules to allow the most efficient irrigation of park landscaping without impairing the community's ability to use the facilities.
More information about the City of Henderson Parks and Recreation Department's water conservation efforts can be found online.
To inquire about a specific park, or to report a malfunction, such as a leak or sprinklers spraying into the street, please complete the form below with your name, phone number, address, and email address or call the Department of Utility Services Customer Care Center at 702-267-5900. Staff are available to assist you during regular business hours Monday through Thursday from 7:30 a.m. to 5:30 p.m. (FAQ5368)
less
Yes, you may take the quiz again, Customers must get a minimum score of 70% to pass, this test must be completed within ... (more)
Yes, you may take the quiz again, Customers must get a minimum score of 70% to pass, this test must be completed within 7 days. Failure to comply will make you ineligible for a waiver and the case will be closed out. (FAQ11810)
less
Only public employees may access public manholes for maintenance, monitoring, or other activities. Please call the Depar... (more)
Only public employees may access public manholes for maintenance, monitoring, or other activities. Please call the Department of Utility Services Pretreatment Section at 702-267-2700. (FAQ7197)
less
Civil plans are reviewed on a 3-3-1 schedule from the time of submittal: 1st reviews and 2nd reviews have a three week t... (more)
Civil plans are reviewed on a 3-3-1 schedule from the time of submittal: 1st reviews and 2nd reviews have a three week target date and 3rd reviews have a one week target date. If the review time has elapsed and there is a question regarding the review status, please contact Utility Services New Development at 702-267-3670 Monday-Thursday 7:30 a.m. to 5:30 p.m.
Some water and sewer fees, such as SNWA fees, are collected prior to mylar submittal of civil improvement plans. Other ... (more)
Some water and sewer fees, such as SNWA fees, are collected prior to mylar submittal of civil improvement plans. Other water and sewer fees are collected prior to building permit issuance. Please contact Utility Services New Development at (702) 267-3670 Monday thru Thursday from 7:30 a.m. to 5:30 p.m. for more information.
Once the building permit application and plans are submitted, Utility Services will prepare a letter regarding sewer ava... (more)
Once the building permit application and plans are submitted, Utility Services will prepare a letter regarding sewer availability for the applicant to obtain a septic permit. Please contact Utility Services New Development at 702-267-3670 Monday through Thursday 7:30 a.m. to 5:30 p.m. for further information. (FAQ4484)
less
The City is not responsible for making these repairs.If the break is located at the back flow:Turning of... (more)
The City is not responsible for making these repairs.
If the break is located at the back flow:
Turning off water at the back flow that are above ground and exposed to the weather if pipe burst
• Usually located in or outside a garage.
• The backflow has two handles that appear as T-shape levers. Rotate either of the handles in a clock wise direction, using a wrench. This should shut the water off to allow for you to repair backflow or other broken pipe. You can utilize a landscaper or plumber to perform the necessary repairs. There may be resistance in moving this handle. The device may have been in service a long time and the valves may never have been turned. If unable to turn the handle to shut off water, you will have to shut off water at main meter. If the break is in the irrigation or other water line:
Turning off water at the main meter:
• This will shut off water in both the home and outside.
• First locate the main meter. Most meters can be found in the sidewalk in front of your home. The lid to the meter box should state City of Henderson or Water. You will need a long handled screw driver to lift up the lid.
• Lift lid. You will either see a meter with a handle or one that has two rings, one on each side of the meter. If you have a handle on your meter, simply turn handle clockwise. This should shut the water completely off.
• If you have a meter with two rings, one on each side, pull together the rings so that it now appears as a circle with a hole in the middle. That should stop the water flow. After you have made the necessary repairs, reverse the steps above to restore water service.
While sewers, by nature, have an unpleasant odor, you should not be able to smell sewer odor at a business. Sewer odors ... (more)
While sewers, by nature, have an unpleasant odor, you should not be able to smell sewer odor at a business. Sewer odors inside could indicate a problem with the plumbing or the pretreatment systems. If you smell sewer odor emanating from a business, please enter a case here or contact the Wastewater Operations' Pretreatment Unit at 267-2700.
What is Legionella, and where is it found?... (more)
What is Legionella, and where is it found?
Legionella bacteria naturally exist in the environment, usually in freshwater environments. The bacteria grow best in warm water (77-113 F), most commonly found in water sources such as hot and cold water taps, hot water tanks, and water in air conditioning systems. They have also been found in misting systems, decorative fountains, and whirlpool spas.
What is Legionnaires' disease?
Legionnaires' disease is a bacterial disease that may cause respiratory illness or pneumonia.
Potential reasons for Legionella growth are generally related to the design or operation of the water system, such as but not limited to:
Sections of no or low-water flow in the piping system (chlorine residual reduces over time)
Water softeners (these types of systems can reduce chlorine residual)
Water heaters (store water above 140 F and circulation systems above 120 F)
Chlorine is one efficient way to kill/prevent Legionella bacteria from growing.
What is the City's role?
The City is responsible for potable water quality delivered to customers up to the water meter. Water past the meter belongs to the customer and is outside the city's control and responsibility.
The City maintained an average level of 0.9 mg/L free chlorine residual in calendar year 2023 (see our Water Quality Report)
The City samples chlorine residual throughout the water distribution system at least twice a month. If chlorine residual is found at a level of 0.2 ppm or below, the City will take corrective actions to bring that residual to at least 0.3 ppm or higher.
If you have found bees on your property, you can call the Clark County Bee Hotline at 702-229-2000. If you have found ... (more)
If you have found bees on your property, you can call the Clark County Bee Hotline at 702-229-2000. If you have found bees in your water meter box, call Utility Services Customer Service at 702-267-5900.
In order to request a Commercial Property Test request you will need:Account Number, EIN, have sched... (more)
In order to request a Commercial Property Test request you will need:
Account Number, EIN, have scheduled a Meter Test at (702) 267-5900.
1 1/2" to 2" meter the appointment will have a 2 hours window anytime between 9:30-3:30pm. The customer may be without water for those two days. Fee is a minimum of $50.
3" or larger meter the appointment will have a 4 hour window anytime between 7:30-3:30pm. The customer may be without water for those two days. Fee is a minimum of $100.
Thank you for your inquiry to Contact Henderson. Displaced sewer manhole lids and water valve cover concerns should NO... (more)
Thank you for your inquiry to Contact Henderson. Displaced sewer manhole lids and water valve cover concerns should NOT be entered as cases or reported via email. All such issues should be reported to the Department of Utility Services' Customer Care Center by calling during regular business hours at 702-267-5900 (Monday through Thursday from 7:30 a.m. till 5:30 p.m). Outside of regular business hours, contact the City of Henderson Police Dispatch non-emergency number at 702-267-4913. Staff will investigate your request, and displaced sewer manhole lids and/or water valve covers will be secured immediately. In some cases, the entire frame and cover may need to be excavated, removed, and replaced, which normally requires between 2 to 5 days. Thank you again for reporting this issue. (FAQ7147)
less
Please complete a Contact Henderson case. After hours, weekends or holidays, contact the City of Henderson Police Dispa... (more)
Please complete a Contact Henderson case. After hours, weekends or holidays, contact the City of Henderson Police Dispatch non-emergeny number at 702-267-4913.
If water is gushing through the asphalt during regular business hours, contact the Department of Utility Services' Customer Care Center by calling 702-267-5900. (FAQ8953)
less
a. How do I know if an area qualifies for the CURTA program?... (more)
a. How do I know if an area qualifies for the CURTA program?
A
customer may request an alternative watering schedule as a Community Use
Recreational Turf Area (CURTA). When a public-use facility is designated for
recreation and is programmable, it is subject to specified water and irrigation
rules and schedule. This designation provides the area with a modification to
the standard watering schedule and group assignment, however, does not exempt
the area from overspray, pooling of water, or any other water waste violation.
b. What are the requirements?
i. Submit a request through Contact Henderson for the property to be designated a CURTA.
ii. The owner, manager,
occupant, or account holder of real property served by the City on which
community use recreational turf is located must adhere to watering restrictions
and requirements that promote water conservation, including but not limited to:
Submitting to the City for approval a spring and fall watering schedule for each community use recreational turf area and adhering to the approved schedule. Watering may not exceed seven days out of 14 consecutive days.
Submitting to the City for approval a winter watering schedule for each community use recreational turf area and adhering to the approved schedule. Scheduled winter watering may not exceed two days per week.
Posting the watering schedule at the facility, near the approved area.
If you are interested in this program, submit a request or question at the link below.
The
City of Henderson previously offered two landscape/turf removal loan programs to
residents. The Homeownership Enri... (more)
The
City of Henderson previously offered two landscape/turf removal loan programs to
residents. The Homeownership Enrichment Landscape Program (HELP) was an
interest free deferred payment loan for low-income residents. The Turf Removal
Program (TRP) was a 3% interest bearing loan for any income level residents. These loan programs are no longer accepting new applications.
Requests
for reconveyance may take up to 29 business days and should be considered for
any anticipated deadlines.
To request a reconveyance, please submit a request.
