Utility Customer Service

Overview

Utility Customer Service is responsible for providing prompt and courteous customer service by telephone, online, or in person to all City of Casselberry water utility customers and potential customers. This is accomplished by the following:

  • Answer billing questions and resolve billing issues
  • Start and terminate utility accounts upon request
  • Monitor consumption for each customer and advise customers if there is a possible leak situation
  • Resolve customer issues by producing field service orders to repair and maintain water meters and meter boxes when necessary

Water Main Breaks and Other Emergencies

During business hours

For a water main break or sewer backup that occurs during business hours of Monday through Thursday 7:00 a.m. to 6:00 p.m. (excluding holidays), contact Public Works at (407) 262-7725.

After business hours and weekends

For a water main break or sewer backup that occurs after business hours, call the Emergency Line at (407) 262-7613.

View Account

Click on the following link to access your account and view your invoice: https://cass-egov.aspgov.com/Click2GovCX/index.html

Note that you will need your account number in order to access your account online. Your account number can be found on the top of the monthly invoice, by calling 407-262-7700 and selecting option 4 during business hours, or by sending an email to CustomerService@casselberry.org.

Starting Service

If you are new to our City and need to begin service, you can visit us in person or complete the online application. 

Click the following link to view requirements for starting service: Opening a New Utility Account.

Below are links for the online applications for service.

Application for Residential Property Utility Services

Irrigation Meter Application

Application for Commercial or Business Water Utility Service

If same day services are needed, all documents and completed application must be submitted IN PERSON before 12:00 p.m. (noon) Monday through Thursday.  If an application is submitted after 12:00 p.m., it will be processed the next business day.

Stopping Service

Termination of water service, including sewer, irrigation, and reclaimed water, requires a minimum of one (1) business day advance notice.  Utility services are terminated Monday through Thursday, excluding holidays.

Ending service can be requested in person at City Hall or by completing the application in the link below.

Application for Termination of Water Service

Billing Adjustments

Customers of the City of Casselberry may request an adjustment on the current water bill if they have recently encountered a leak, pool fill, or unexplained/unintended usage by completing and submitting the application in the link below or by visiting us at City Hall.

Utility Adjustment Request Form

Please note that customers are eligible for an adjustment once per 12 month period for explained use OR once per 3 year period for unexplained use. The consumption amount should be close to double the account average. The adjustment request must be submitted within 90 days from the bill date. Submittal of a request does not prevent accounts from collection activity, including service interruption. A payment must be made on the account. Valid proof of repair is required.

Payment Plan

If a payment plan is desired, the account holder must speak with a Utility Customer Service Representative by visiting the Customer Service desk at City Hall or by calling (407) 262-7700 and selecting option 4.

Payment Methods

Select a payment method listed below to see additional information.

  1. Cash
  2. Credit Card
  3. Check or Money Order
Cash is accepted in person only.