High Water Bill and Billing Problems in San Diego

The City's billing questions page lists the usual causes of a higher than normal bill:

• More water use. The City calls this the most common reason, for example additional people living in the home or more landscape watering.
• A meter misread. The City says occasional errors can occur and it can review and update a read (see questioning a bill or meter read).
• A leak at the meter or on your property. Running toilets and other leaks raise usage. A leak at the meter is reported to the Water Emergency Hotline at 619-515-3525.
• Irrigation timers. If your irrigation system is on a timer, the City suggests double-checking that it is working as expected.

Reading your bill. The City's How to Read Your Bill page explains each section, including your previous and current meter reads and your usage in hundred cubic feet (HCF). It says the letter E under the Code heading means the bill was estimated. Its meter page explains that charges are based on units of 100 cubic feet (748.5 gallons) and that an estimated read uses your daily usage for the same period the previous year, or your average daily usage for the year if there is no history for that period.

Before you call, a few minutes at the meter can tell you whether water is moving when nothing is on. Our fire hydrants and water meter boxes guide explains where the meter usually is and who maintains the box and lid.

• The meter test. The City's leak check instructions say to turn off all faucets and water-using appliances, check the position of the meter dial and wait. If the dial has not moved after 30 minutes, the home is relatively water-tight. If it moved, check hose connections, faucets, toilets and appliances with water lines such as dishwashers, washing machines, water heaters and refrigerators.
• The toilet dye test. The City's water conservation tips say to drop a dye tablet or a teaspoon of food coloring (avoid red) in the toilet tank. If the color appears in the bowl after 15 minutes, you probably need to replace the "flapper" valve.
• A concealed leak. If everything is off, the toilets and connections are not leaking and the dial still turns, the City says you may have a concealed leak in an underground pipe and may need a plumbing professional's leak detection service.
• Water at the meter box. Consistently saturated soil, standing water or water flowing from the meter can mean a leak at the meter. The City repairs leaks on its side of the meter; the property owner repairs leaks on theirs. Call 619-515-3525. Our water leaks and main breaks guide covers this in more detail.

Free water-use survey. The City offers free residential water surveys for its water customers. A Water Conservation representative walks through the property, checks toilets for problems such as worn flappers, inspects faucets and showerheads and evaluates irrigation. The tenant or occupant must be present. The City notes these surveys are not a specialized leak detection service. Request one online, by calling 619-980-9754 or by emailing watersurvey@sandiego.gov.

San Diego Municipal Code section 67.0224 authorizes the Public Utilities Department to adjust a bill that is inaccurate because of billing errors, concealed water pipe leaks, meter leaks, broken or malfunctioning meters, meter reading errors or inaccurate estimates, following the Department's written regulations.

• What qualifies. A non-irrigation concealed pipe leak. Irrigation-related leaks, swimming pool leaks and plumbing fixture leaks do not qualify.
• What you need. The account holder name, service address, phone number and email address, the date the leak was discovered, the date repairs were made, and a copy of the repair invoice or receipt.
• How to apply. Use the online leak adjustment form or call 619-515-3500, Monday through Friday, 7:30 a.m. to 5 p.m., closed on City holidays. The City warns of possibly longer hold times due to staffing shortages.
• Review time. The request page says a team member will notify you within eight to ten weeks; the FAQ on the same page says requests are generally processed in six to eight weeks and you are notified by letter.

The City's Service Request form is the main way to dispute a bill that does not look right. It can be used to request:

• A review of your bill or usage if it seems high.
• A re-read of your meter.
• Information about an estimated bill.
• A check on whether your meter is working correctly, damaged, unreadable or needs to be located.
• A copy of your bill.

• Send a meter photo (optional). If you can read your meter, the City says you can submit a photo, which it will compare to the read on your most recent bill. This can help resolve some issues more quickly. You can also ask for a technician to take a current read.
• No appointments. The City says it cannot schedule meter reading appointments. A Field Representative leaves a door hanger at your home with the new read.
• What to have ready. Account number, account holder last name, service address, phone number and email address. Submit the form online or call 619-515-3500.
• Estimated bills. Municipal Code section 67.0222 says bills are based on actual meter readings whenever feasible, and when a bill is estimated the City must include a written or electronic notice saying so. The City's Customer Service Policy Manual says a bill will be estimated if the meter cannot be read, for example when a vehicle is parked on the meter box, the meter is behind a fence, an unrestrained dog is nearby, or landscaping has grown over the box.

If you believe the meter itself is inaccurate, Municipal Code section 67.0220 lets the Department perform a water meter "controversy test" at the customer's request and on payment of a meter testing fee, and authorizes it to adjust the bill based on the results. Section 67.0228 says these fees are set to recover the Department's costs.

Meter controversy test fees from the City's customer service policies page, as of November 1, 2026.

The City's pages do not describe a separate online form for a controversy test. Call Customer Support at 619-515-3500 to request one, or start with a Service Request asking for a check on whether your meter is working correctly.

The City's Pay Your Bill page says the billing system holds bills that show unusual usage so staff can review them first, for example after a misread, unusually low or zero usage, or unusually high usage. Its Withheld Water Bills Q&A adds:

• A meter photo can speed things up. Allow up to 10 business days for the City to process it.
• No late charges while a bill is held. The Q&A says there will be no late charges or penalties for non-payment and service continues, and the Pay Your Bill page says the City will send a notice that your bills have been held. You can also pay ahead; the payment is credited to your account.
• A leak while bills were held. Some concealed leaks may qualify for an adjustment; call 619-515-3500 or use the leak adjustment form.
• Several bills at once. The City says you can pay the balance over time with no penalty or interest through a payment plan.

The City's Request a Payment Plan page describes how a balance can be spread out:

• Up to 36 months. 36 billing periods for monthly accounts or 18 for bi-monthly accounts. The fixed payment appears on each bill as "Deferred Due" and is due on the same date as your current charges.
• Minimum payments, no interest. You can choose what you can afford, but payments cannot be less than $25 for monthly billing or $50 for bi-monthly billing. The City says there are no interest charges for setting up a plan, and you can cancel it at any time.
• If you miss a payment. Unpaid current charges and plan amounts are added to your next bill as "Past Due."
• How to request. Have your account number, account holder name, service address, phone number and email address. Apply through the online form or call 619-515-3500. If you close your account, the remaining balance is due on your final bill unless you open a new City water account at another address, where it can be transferred.

Extensions. The City's customer service policies page says extensions can only be granted by Public Utilities Department management under limited conditions: health and safety, legal negotiations, or where not granting one would negatively affect other ratepayers. The same page says the Department can grant a deferred payment for up to 12 months, which is shorter than the 36-month limit on the payment plan page; ask Customer Support which applies to your account.

Ways to pay. The Pay Your Bill page lists online payment, automatic deduction, mail and in-person payment. It says online card payments carry a service fee of 1.59% or $1.50, whichever is greater, for residential accounts, and that the City does not accept payments over the phone.

• What the Municipal Code allows. Section 67.0223 says water bills are due on receipt and past due 16 calendar days after the statement date, after which the Department may charge daily late payment interest. It authorizes the Department to discontinue service after 45 calendar days of delinquency until all delinquent bills, charges, fees, deposits and interest are paid.
• Related fees. The policies page lists a $30 shut-off order processing fee and $25 to restore service. Section 67.0229 makes it unlawful to turn the water back on at the curb or meter yourself after a shutoff.
• Watch for scams. The City says it does not accept payments over the phone and will never contact you to request a payment over the phone. If you receive a call, text or notice you are unsure about, call Customer Support yourself at 619-515-3500.

For other City problems, see our guide to reporting a problem to the City of San Diego.