- Home
- Government
- Departments
- Finance
- Utility Customer Service
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
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.
Payment by credit card
The City accepts payment by Visa, MasterCard, American Express, or Discover. Payment can be made in person, by phone, and using the Online Payment System.
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.
To use the online payment system, visit the Online Payment System portal.
Pay by check or money order using one of the methods listed below:
Bank Draft
Never miss a payment! Sign up to have your monthly utility invoice paid automatically by bank draft from a bank or credit union account.
To sign up for Bank Draft, complete and submit the Bank Draft Authorization form.
Mail check or money order along with the payment stub and/or account number to:
P.O. Box 180819
Casselberry, FL 32718-0819
In Person
Casselberry City Hall
95 Triplet Lake Drive
Casselberry, FL 32707
Monday through Thursday, 7:00 a.m. to 6:00 p.m.
Payment Drop Box
The 24 hour payment drop box is located at the exit of the visitor's parking lot for City Hall
- Payments are collected from the box Monday through Thursday at 8:00 a.m., excluding holidays.
- Only payments made by check or money order are permitted in the Payment Drop Box.
-
Physical Address
95 Triplet Lake Drive
Casselberry, FL 32707
Phone: : (407) 262-7700 Option 4Fax: : (407) 262-7762Emergency Phone: : (407) 262-7613
Hours
Monday through Thursday
7:00 a.m. to 6:00 p.m.
Closed Friday through Sunday.