Customer Service

Customer Service During COVID-19

Thank you for being our customer. In response to the COVID-19 pandemic, we have temporarily closed the customer walk-in center. Here are other ways you can reach us:

  • Call 419-245-1800 from Monday through Friday, 7 a.m. to 3 p.m.
  • Email



Monthly billing is in place for all customers. Read more about monthly billing.

How can I pay my bill?

  • Make individual utility payments through your bank or credit union. Recommended.
  • Drop payment into the Utilities Dropbox in front of 420 Madison Avenue.
  • Set up automatic payment plans through online billing.
  • Mail check or money order via U.S. Postal Service like the majority of customers.

A $3.95 transaction fee per $400 is charged any time you pay with a credit or debit card.



The Toledo Department of Public Utilities, under the advisement of the U.S. EPA and Ohio EPA, is not collecting inside meter readings at this time, but we are continuing to collect all radio transmitter reads, which account for 47 percent of the approximately 120,000 meters. 

A large portion of our customers will receive estimated reads during the COVID-19 crisis. We encourage those customers to review their bill and report actual meter readings to ensure the estimates are as accurate as possible.

How often will my meter be read?

Customers should usually anticipate two monthly estimates and then an actual read to “true up” the account every three months. Actual remote and inside meter readings are suspended as we work to prevent the spread of COVID-19.

How can I report my meter reading?

How can I read my own meter?

How to read your indoor water meter

Locate your indoor water meter, which is generally located in the basement or crawlspace. Read the first four numbers on the dial to determine your water consumption. Example: 0508

How to read your outdoor water meter

The remote reader, located outside your residence, should be somewhere along the perimeter of the foundation. Read the first four numbers on the dial to determine your water consumption. Example: 0419


Bill pay assistance

The bill pay assistance program has been suspended due to the COVID-19 pandemic. At this time, water service will not be discontinued due to non-payment. If you need your water turned back on, please call Engage Toledo at 419-936-2020. All late fees for water bills have been suspended.


Water emergency and repair turn-off service

Call 419-936-2020 and press #1 to report a water main break or other water emergencies, providing the closest street address and intersection. Engage Toledo is available 24 hours a day and investigates leaks and breaks as soon as possible. We provide water turn-off service for repairs at no charge from 7 am until 10:30 pm seven days a week from this number.


Preventing sewer backups

You can help prevent sewer backups by never flushing baby wipes or sanitizing wipes down the toilet. Watch this video to learn more.