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I am a property manager/realtor/other agent: How do I change the mailing address or start/stop service at a...- Service Requests from property managers, realtors, or other agents must submit one case per ... (more)
- Service Requests from property managers, realtors, or other agents must submit one case per location by creating a Property Agent Service Request case in Contact Henderson. Requests are processed in the order received and may take 3 - 5 business days. In order to facilitate processing, please complete all requested fields and attach all necessary documents. Incomplete or improper submissions will result in closure of the case and a new case will need to be submitted.
NOTE: Faxed or emailed requests are NOT accepted.
(FAQ7987)
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High Bill Due to Leak: I discovered and repaired a major leak at my property. Can I request an adjustment t...- Am I Responsible for Water Leaks on My Property?... (more)
Am I Responsible for Water Leaks on My Property? Yes, as a customer, you are responsible for all water that
passes through the meter at your property, regardless of whether it was
intentionally used. However, if you experience a significant leak, you may be
eligible for the Leak Adjustment Program (LAP) if you meet all the
qualifications.
Program QualificationsTo qualify for the Leak Adjustment Program, the following conditions must be met:
- Increased Consumption: Water consumption during the leak was more than double the same monthly service periods from the previous year (for up to three service periods).
- Repaired Leak: The leak causing the high consumption has been repaired.
- Proof of Repair: Proof of repair must be provided (e.g., receipts for labor, parts, equipment, photos, etc.).
- Returned to Normal Consumption: Water consumption has returned to normal for at least one subsequent service period.
- Service History: The location has had active water service for at least 13 months prior to the leak.
- Timely Request: The request for the Leak Adjustment Program must be submitted within 12 months of the leak.
- Adjustment Limits: Leak adjustments are limited to two (2) adjustments in five (5) years for qualified leak occurrences.
- Completion of Water Smarter Evaluation: Complete the Water Smarter Evaluation at Leak Adjustment Program Water Smarter Evaluation.
Consumption Calculation Example
- Previous Year's Consumption: 9,000 gallons
- Consumption During Leak: 460,000 gallons
- Total Overage of Consumption: 460,000 - 9,000 = 451,000 gallons
- Consumption Amount Used for Adjustment Calculations: 451,000 gallons
Consumption charges for the 451,000 gallons are split 50/50 between the customer and the City of Henderson.
How is the Leak Adjustment Calculated?Leak adjustments are calculated by taking the excess consumption from a major leak and calculating the cost of that consumption starting from the first tier. The cost will be shared equally between the customer and the City of Henderson. Upon receipt and verification of the required information, the leak adjustment will be applied to your account and will appear as a credit on your subsequent bill.
If you think you may qualify for this program, please click on the blue "Submit a Request or Question" link below.
(FAQ8136)
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After Hours Water or Sewer Emergency: Who do I contact?- ... (more)
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. After-hours are considered: - Monday - Thursday, 5:30 p.m. - 7:30 a.m.
- Fridays
- Saturdays
- Sundays
- Holidays
(FAQ11816)
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Demand Request: I need to request a demand showing the full amount due at a property or to clear a lien on ...- Our Department of Utility Services Customer Care Center can help you. Please submit your request below (one address per ... (more)
- Our Department of Utility Services Customer Care Center can help you. Please submit your request below (one address per request). An email notifying you of any amount due at this time will be sent to the email address you provide.
For additional information, please contact 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.
(FAQ7986)
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Water/Sewer Service: How do I start and/or stop residential water/sewer service?- Requests to start or stop a residential service from individual U.S. citizens may be processed by contacting the Departm... (more)
- Requests to start or stop a residential service from individual U.S. citizens may be processed by contacting the Department of Utility Services Customer Care Center at (702) 267-5900. Federal Red Flag regulations require positive identity verification for utility service requests which we are not able to accomplish via web or email inquiries.
If you are a property manager/real estate agent, please refer to the topic Water & Sewer -> Property Agent Service Request.
International customers should follow the instructions under the topic Water & Sewer -> International Customers.
For additional questions, Customer Service Specialists are available to assist you Monday through Thursday from 7:30 a.m. to 5:30 p.m. PST.
(FAQ3686)
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How can I pay my bill?- The City of Henderson offers a variety of options for paying your utility bill: 1)... (more)
- The City of Henderson offers a variety of options for paying your utility bill:
1) Visit InvoiceCloud where we accept MasterCard, Visa, Discover, Debit, and eCheck / ACH payments.
2) Enroll in AutoPay to have your bill paid automatically each month.
3) Call the Department of Utility Services Customer Care Center at 702-267-5900 to make your payment by credit or debit card using the automated payment system.
4) Mail your payment to the address on your statement.
5) Use the drop-box at City Hall (Basic Road entrance).
6) Enroll in an online bill payment program through your bank.
7) Pay in person at the Basic Road drive-through or walk-in cashier counters at Henderson City Hall, where we accept MasterCard, Visa, Discover, Debit, Check, and Cash payments.
(FAQ8151)
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How do I attach a picture or other file to my request?- 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)
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Leak Adjustment Program: I have requested an adjustment. If my request is approved, how much of an adjustme...- ... (more)
Am I Responsible for Water Leaks on My Property? Yes, as a customer, you are responsible for all water that passes through the meter at your property, regardless of whether it was intentionally used. However, if you experience a significant leak, you may be eligible for the Leak Adjustment Program (LAP) if you meet all the qualifications.
Program QualificationsTo qualify for the Leak Adjustment Program, the following conditions must be met:
- Increased Consumption: Water consumption during the leak was more than double the same monthly service periods from the previous year (for up to three service periods).
- Repaired Leak: The leak causing the high consumption has been repaired.
- Proof of Repair: Proof of repair must be provided (e.g., receipts for labor, parts, equipment, photos, etc.).
- Returned to Normal Consumption: Water consumption has returned to normal for at least one subsequent service period.
- Service History: The location has had active water service for at least 13 months prior to the leak.
- Timely Request: The request for the Leak Adjustment Program must be submitted within 12 months of the leak.
- Adjustment Limits: Leak adjustments are limited to two (2) adjustments in five (5) years for qualified leak occurrences.
- Completion of Water Smarter Evaluation: Complete the Water Smarter Evaluation at Leak Adjustment Program Water Smarter Evaluation.
Consumption Calculation Example
- Previous Year's Consumption: 9,000 gallons
- Consumption During Leak: 460,000 gallons
- Total Overage of Consumption: 460,000 - 9,000 = 451,000 gallons
- Consumption Amount Used for Adjustment Calculations: 451,000 gallons
Consumption charges for the 451,000 gallons are split 50/50 between the customer and the City of Henderson.
How is the Leak Adjustment Calculated?Leak adjustments are calculated by taking the excess consumption from a major leak and calculating the cost of that consumption starting from the first tier. The cost will be shared equally between the customer and the City of Henderson. Upon receipt and verification of the required information, the leak adjustment will be applied to your account and will appear as a credit on your subsequent bill.
If you think you may qualify for this program, please click on the blue "Submit a Request or Question" link below.
(FAQ7977)
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Hydrant Meter Set: Submit Set Request- Find the hydrant # HERE. You are required to review the ... (more)
- Find the hydrant # HERE. You are required to review the Hydrant Meter Operational Procedure & Conditions. A $500 refundable deposit and a $50 set fee will be applied to the applicant's first bill.
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)
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Water/Sewer Bill Discounts: Can I receive a discount on my water/sewer bill?- 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 178 Westminster Way Henderson NV 8 a.m. to 6 p.m. Monday through Thursday 702-566-0576 www.link2hope.org
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.
(FAQ6709)
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UnitedHealthcare Ucard Benefits: How do I pay my City of Henderson utility bill using my UCard benefit...- 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 the UCARD Disclosures Site for 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)
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How do I get a water meter installed at a newly constructed home?- 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)
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Car and Surface Washing: Can I wash my car at home?- 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.
(FAQ5376)
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Water Pressure Problem: I think I have a problem with my water pressure. - 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.
- Do you have a pressure reducing valve?
Click here to view pressure reducing valve in a new window
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.
(FAQ4493)
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Hydrant Meter Pull: Submit Pull Request- 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)
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I am a property manager/realtor/other agent: How can I get immediate service at a property?- 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.
(FAQ7988)
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Insurance Protection Letter: Does the City recommend any company for insurance- We are aware that one or more companies have been soliciting residents to purchase an "insurance policy" that covers rep... (more)
- We are aware that one or more companies have been soliciting residents to purchase an "insurance policy" that covers repair or replacement of residential water and/or wastewater (sewer) service lines from the municipal connection to the foundation of the home.
The City has never solicited this type of information from insurance companies, local plumbers, or contractors; therefore, the City has not endorsed any insurance company for this service and cannot fairly provide a recommendation for this service. Further, the City has seen no evidence that would indicate that water or wastewater line breakage is a major issue of concern in Southern Nevada.
Your responsibility for your property's water service lateral begins at the point where it connects to the City-owned water meter; this point is called your water service connection. Your responsibility for your sewer service lateral begins at the point where it connects to the City's sewer main in the street; this point is called your sewer service connection.
If you experience a water leak, blocked pipe, or pipe break at any point on your side of your water or sewer service connection, you are responsible for repairs and for all associated costs. If the leak, blockage, or break occurs on the City's side of the water or sewer service connection, the City is responsible for repairs and for all associated costs.
Please refer to CityofHenderson.com to view a diagram which illustrates your responsibilities.
If you are considering purchasing insurance of this type, be sure to check your current home insurance policy to determine if you are already covered. We encourage you to weigh this option carefully and compare typical repair costs with the overall expense of an insurance policy. Any licensed plumber or underground contractor should be able to give you a quote for repair or replacement of your water or wastewater service lines.
(FAQ8985)
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Potential Waterline Leak: How do I check for a leak?- 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.
(FAQ7979)
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Water Line Repair and Maintenance: What part of the water line am I responsible to maintain/repair? I have...- 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.
(FAQ7171)
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Public Tours: When are public tours of the City's water reclamation facilities and water treatment plant of...- ... (more)
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. Said
Release of Liability can be found here.
(FAQ9048)
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Hydrant Meter Annual Permit Verification: When do I need to submit a NEW permit?- 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)
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Water Line "Insurance": I received a letter about water line insurance, what should I know to make an infor...- A company called HomeServe has been soliciting residents to purchase an "insurance policy†that covers... (more)
- A company called HomeServe has been soliciting residents to purchase an "insurance policy†that covers repairs/replacement of residential water service lines from the municipal water meter to the foundation of the home.
The City has never solicited this type of information from insurance companies, local plumbers, or contractors; therefore, the City has not endorsed any insurance company for this service and cannot fairly provide a recommendation for this service. Further, the City has seen no evidence that would indicate that water line breakage is a major issue of concern in Southern Nevada.
As a homeowner you are responsible for maintaining certain parts of the water and sewer lines which service your home. For a typical residential installation, the City maintains the water service in the street up to the water meter which is usually in the sidewalk at the front of the property. Any leaks in the water line after the water meter (between the sidewalk and the home) are the responsibility of the property/account owner. Please refer to CityofHenderson.com to view a diagram which explains your responsibilities.
We encourage you to weigh this option carefully and compare typical repair costs with the overall cost of an insurance policy. Also be sure to check your current homeowner’s insurance policy to determine if you are already covered. Any licensed plumber or underground contractor should be able to give you a quote for repair or replacement of your water service line from the meter to your home.
(FAQ8984)
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Utility Information: I need information regarding power, phone, cable, and/or trash.- 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
(FAQ4038)
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Vault Shutdown: Can I request a vault shutdown?- 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.
(FAQ9131)
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I am a property manager/Realtor/other agent: How do I update/change my account information?- 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)
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Meter Resize Requests: How do I request a meter resize?- 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)
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Water Main Shutdown: How do I submit a request for an existing water main shutdown in order make connection...- ... (more)
This action requires a request through Contact Henderson to be completed, including all pertinent information: Contractors Company Name and address, Field Contact information, Project Name and Location, Permit Number, description and location of the work, maps, the reason for the shutdown request, date requested, and duration of the shutdown.
Your request must be submitted at least 5 business days prior to the requested date, excluding Holidays, Saturdays, or Sundays. City of Henderson Public Works Quality Control will review your request for pertinent information that is needed to process your request. Your request will be forwarded to our Utilities Water Operations Department when all necessary information has been provided. The request will be reviewed by the City of Henderson Water Operations Section. Requester will be contacted to coordinate the shutdown based on City of Henderson’s research and availability. Any shutdowns that affect current water customers will require written notification to those customers 24 hours prior to the shutdown to be completed by requester. Shutdowns affecting businesses and /or several customers may require work to be done during off hours. Water main shutdowns for private water systems require the shutdown to be facilitated through Meter Services Department. Contact City of Henderson Mater Meter Services to request a Meter Shutdown.
(FAQ11338)
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Sewer Odors: I smell a sewer odor. How do I report it?- 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)
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How do I start and/or stop commercial/irrigation water service- 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)
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Trash Pick up: Why do I have to have trash picked up at a residence if it is unoccupied?- 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)
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Verify identity: Why am I asked to verify my identity when I apply for water service?- 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.”
(FAQ8137)
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Water/Sewer Locations: How can I determine the closest available water and sewer for a property?- 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)
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Developer Requests: How can a developer request a commercial meter install?- Submit a request through Contact Henderson using the topic: Water & Sewer, subtopic: Developer Commercial Meter Install.... (more)
- Submit a request through Contact Henderson using the topic: Water & Sewer, subtopic: Developer Commercial Meter Install.
A permit number is required as part of the request.
If you have any questions, you may contact New Construction Monday through Thursday from 7:30 a.m. to 5:30 p.m.
(FAQ11320)
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Wastewater/Sewer Line Repair and Maintenance: What part of the wastewater/sewer line am I responsible to ma...- 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.
(FAQ7172)
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Builder/Developer Meter Installs: Why does it ask for information on the size of the meter box?- 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)
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Cross-Connection Control Requirements: What is the purpose of a backflow assembly? Are there State or City...- 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)
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UDAC Requirements: Where can I obtain a copy of the UDACS requirements?- Links to the UDACS standards and other requirements for the design and construction of water and sewer infrastructure wi... (more)
- Links to the UDACS standards and other requirements for the design and construction of water and sewer infrastructure within the City of Henderson can be found at Utility Services Codes, Standards & Guidelines | Henderson, NV .
(FAQ8126)
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Sewer back-up: I have a sewer back-up and the plumber states it is on the city side. Who do I contact?- 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)
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Building Permit Status: How do I check the status of my building permit?- 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)
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Developer Requests: How can a developer request an irrigation meter install?- 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)
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Calculation of Water/Sewer Fees: How do I calculate the water and sewer fees for my project?- Please click here for the Department of... (more)
- Please click here for the
Department of Utility Services downloadable forms page, which contains several forms which will assist you with calculating applicable project fees.
(FAQ4482)
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Custom Home Early Meter Install: Custom Home Early Meter Install.- 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).
(FAQ11693)
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Septic Permits: How do I request a letter to submit to the Southern Nevada Health District to obtain a sept...- 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)
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I am a non-US citizen. How do I start/stop service to my property in Henderson?- 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)
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Water Odor/Color/Taste: I think I have a problem with my water. How do I test it?- 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)
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Sand/Oil/Grease Interceptor : How do I clean my sand/oil/grease interceptor? Does the City have any requ...- 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)
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Developer Requests: How can a developer request to stop their service?- 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.
(FAQ11322)
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Water and Sewer fees: When are water and sewer fees due for a project?- 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.
(FAQ4483)
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Legionella: I have concerns about Legionella in my water supply. What role does the City play in testing an...- 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.
Additional Resources:
(FAQ11852)
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Water Quality: Why does the Las Vegas Valley have hard water?- 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.
(FAQ11657)
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Grease: What should I do with my cooking grease?- 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.
(FAQ7200)
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Civil Plan Status: What is the status of the Utility Services review on my civil plan?- 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.
(FAQ4480)
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Water Quality: What does the City of Henderson do
to minimize my exposure to lead?- 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.
(FAQ11836)
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Commercial Property Meter Test Request: How do I request a Meter Test?- 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.
(FAQ11674)
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Commercial Sewer Odor: I smell sewer odor coming from a business. What should I do?- 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.
(FAQ7251)
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Dumping in Manholes : Are people allowed to dump into manholes? How do I report that?- 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)
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Dumping Chemicals: Is it illegal to dump chemicals or other items into the public sewer? How do I report...- 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)
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Bees: Where do I call to report bees in my meter box?- 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.
(FAQ4832)
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