Create an Account - Increase your productivity, customize your experience, and engage in information you care about.
There are two ways to close a utility account: phone or online. To close your account via phone, please call (928) 213-2231 during business hours with the account number, forwarding address, and termination date. To close your account online, please use the online form located on the customer service webpage. A minimum of 24 hours notice is required for all account closures.
Show All Answers
To open your water, sewer and trash account, you may contact the City in one of the following ways: in-person, online, or mail/fax. To set up an account in-person, please visit City Hall at 211 W Aspen. To set up an account online or via mail/fax, please visit the customer service webpage at: www.flagstaff.az.gov E-SERVICES Service Activation Request Please note: The charge to open normal Residential service is $176.21 which includes a $26.21 Service Charge including tax and a $150 Refundable Deposit (after 12 consecutive on-time payments). All new account set-ups require one full business day notice.
The City of Flagstaff does not transfer accounts. Accounts must be terminated and a new account may be activated. You may terminate your current account online, via mail, by calling 928-213-2231 or visiting Customer Service in the 1st floor lobby of City Hall (211 W. Aspen). A new account may be activated online or by visiting Customer Service at least one business day prior to activation and before 2 p.m. New accounts will incur and deposit fee that will be billed to the new account. The deposit fee may be waived if the original account has an excellent payment history. Examples of excellent payment history include, but are not limited to: on-time payments, full payments, no payment arrangements, etc. The charge to open normal Residential service is $176.21 which includes a $26.21 Service Charge including tax and a $150 Refundable Deposit (after 12 consecutive on-time payments). All new account set-ups require one full business day notice. Activation information may be found online at: www.flagstaff.az.gov E-SERVICES
Flagstaff has 3 locations for water hauling of potable (drinking) water and 2 for non-potable (reclaim) water. Potable water load-out stations are at 5401 E. Commerce St., 410 N. Bonito St. and 4500 S. Lake Mary Road. Non-potable (reclaimed) water load-out stations are just outside the Rio de Flag Water Reclamation Plant at the end of S. Babbitt Way and just outside the fenced area of the Wildcat Hill Wastewater Treatment Plant at 2800 N. El Paso Road. The former load-out station on Lone Tree has been closed. For a brochure with information and a map for water hauling, follow the link on the Customer Service web page. Current rates can be found on the City's Customer Service web page. NOTE: Only potable trucks & tanks can be used at potable load-out stations.
Call the emergency phone number at (928) 774-0262.
Call the Customer Service Division to get your meter location at (928) 213-2231.
The phone number for Blue Stake is (800) 782-5348.
Your water pressure depends on your elevation and which pressure zone you are located in. Call Utilities Administration at (928) 213-2400 and we can check on our pressure map and tell you approximately what your water pressure should be.
The average Flagstaff residential customer uses 65-100 gallons of water per day. If your water consumption exceeds this amount per household member, you may have a leak. The most common cause of leaks is toilets with sticking float valves. Dye tablets kits are available at the Customer Service counter in City Hall. Another cause could be if you have an underground "stop and waste valve" that is not in the fully closed position or is leaking.
The City takes the accuracy of monthly billings seriously. In fairness to all municipal customers, the City has established a refund and back-bill policy. Read the full policy here.
For residential sewer, your usage is based on an average of the gallons billed in December, January, February, and March (winter quarter average). The usage is updated each June based on the previous year's usage. New properties for which there is no historical data are set to the average of the user class.
The City understands water leaks and other unexplained high usage can occur which may cause a high bill. Please call us to discuss a leak credit at 928-213-2231. Read more about the policy here.
The customer's responsibility for their water service line starts at the water meter, where the line attaches to the outlet meter coupling and continues to the house.
The City of Flagstaff does not make recommendations for particular plumbers. A good rule of thumb is to see if the plumber is licensed, bonded, and insured for residential and/or commercial work. Ask for references to find out about past work experience.
Most homes have a water shutoff valve located inside the house where the water service line enters. The City's valve is located next to the water meter in the meter box. A special valve key is required to operate the valve without damaging it.
Some homes have pressure reducing valves located on the customer side of the meter box. These devices will occasionally fail and are the customer's responsibility to repair or replace. Call us at (928) 774-0262 and we will be happy to assist you in determining the problem.
Lake Mary Water Treatment Plant: (928) 774-0262 Wildcat Hill Wastewater Treatment Plant: (928) 526-2520 Rio de Flag Water Reclamation Plant: (928) 556-1301 Water Distribution Division: (928) 213-3700 Wastewater Collection Division: (928) 213-3706
You can contact the staff at these facilities at the following phone numbers:
Our water hardness varies from 25 ppm to 325 ppm depending on the source of production. The average throughout the system is 125 to 200 ppm (7.3 to 11.7 grains per gallon).
Call the water treatment plant at (928) 774-0262. Typical reasons are fire hydrants being flushed, construction on the system, new home plumbing, garden hose left pressured up and on. Someone will be glad to assist you in determining the cause of the problem.
The City is responsible for the main line in the easement/street. The homeowner is responsible for the service line from the structure to the main line. The homeowner may repair the line in his/her own yard but needs a licensed contractor to excavate and make repairs in the street.
You must obtain a permit and pay the tap fee at City Hall. Your contractor exposes the main line; the City crew makes the tap and installs the saddle. If in the street, the contractor properly back-fills / compacts the hole, saw-cuts the street, and the City patches the asphalt or concrete.
The City does not maintain as-built drawings showing sewer taps installed by others. We do have TV logs for most of the City and can research where the tap is most likely located.
Contact the Industrial Waste Monitoring Section at (928) 213-2117 to schedule an inspection to find out what you may need for grease collection to prevent clogs in your sewer line and the city's collection system. If you serve food on the site, it is most like that you will need to install a grease trap or interceptor outside your facility and away from the food prep area.
No new meters are being added for reclaimed water at this time. You can contact the Utilities Division at (928) 213-2400 for more information.
The Wildcat Hill Wastewater Treatment Plant accepts the following wastes from the City of Flagstaff and Coconino County: bio-solids (sludge) from nearby wastewater treatment plants, residential septic tanks, river runner waste cans, chemical toilets, restaurant grease, and commercial facilities (dirt accumulated in car washes and lint from laundry lint traps). Materials received from nearby wastewater treatment plants, commercial facilities and laundry facilities will need prior inspection and written approval from the City of Flagstaff's Industrial Pretreatment Program to ensure the facility does not accept anything that could damage the plant's operation. Contact Jolene Hayes at (928) 213-2117 to schedule an inspection for this approval.
The Wildcat Hill Wastewater Treatment Plant can receive wastes from 7:30 am to 2:45 pm from March to December, 10:00 am to 2:45 pm from December through February. Please note that extremely cold weather may delay or cancel opening of the areas where wastes are received by trucks. Arrangements can be made for after hours, holidays, and weekends for an additional charge.
Flagstaff's water distribution system is designed to keep the water flowing from the distribution system to you, the customer. However, when hydraulic conditions within the system deviate from "normal" conditions, water flow can be reversed. When this backflow happens, contaminated water can enter the water distribution system.
For more information see here: https://www.flagstaff.az.gov/35/Backflow-Prevention
A backflow preventer is an approved, testable assembly which uses valves, in different configurations, to prevent polluted or contaminated water from reversing direction and flowing backward.
An approved backflow prevention assembly has gone through an approval process at the Foundation for Hydraulic Research and Cross Connection Control at the University of Southern California. This is a two step process consisting of laboratory tests and twelve months of field testing. Assemblies successfully completing the entire testing procedure are recognized by the City of Flagstaff as approved backflow prevention assemblies.
Federal and State law require that water suppliers protect their water systems from contamination. State regulations exempt single family residences used solely for residential purposes from assembly requirements if there are no hazards present. However, residences used for other purposes or with non-potable water used on site, such as reclaimed water, as well as commercial and industrial customers, are required by City Ordinance #7-03-001-0015 and State Administrative Code rule R18-4-115 to install and maintain backflow prevention assemblies. (Copies of Ordinance #7-03-001-0015 are available in the Flagstaff City Clerk's office or from the City of Flagstaff's Industrial Waste Monitoring Section at (928) 213-2117). When a determination is made by the Industrial Waste Monitoring Section that the potable water system may be subject to contamination through backflow or backsiphonage, a backflow prevention assembly will be required. Flagstaff Industrial Waste Monitoring Section makes these decisions on a case by case basis. New facilities are required to install the backflow prevention assemblies in a hot box outside the building (unless it is for the fire riser and then it can go in the fire riser room with adequate drainage to the sanitary sewer) as close to the water meter as possible.
A letter will be sent to any facility notifying them of the need for a backflow prevention assembly. A Flagstaff Industrial Waste Monitoring Section Inspector will visit your property to do an evaluation for backflow requirements. You will be told upon completion of the inspection or review of your plans.
Yes. Unless you make other arrangements with Flagstaff Industrial Waste Monitoring Section, the backflow prevention assembly must be in compliance within 30 days from the date of the initial compliance notification. You will receive a follow up notice after 30 days. After 45 days, you will receive a notice informing you that your water service may be discontinued unless you achieve compliance. If at any time during this process you have a problem meeting this compliance schedule, it is extremely important that you contact the Flagstaff Industrial Waste Monitoring Section immediately, at (928) 213-2117, and make special arrangements for an extension.
The installation of the backflow prevention assembly is the responsibility of the customer. The assembly may be installed by a property owner, plumbing contractor, or a general contractor, subject to the Rules and Statutes of the Arizona Registrar of Contractors. Permits are required to install or replace these assemblies. Permits are issued by Flagstaff's Building Safety Department. Please call (928) 213-2618 for additional information on permits.
It is the sole responsibility of the customer to ensure that the assembly is in satisfactory operating condition at all times. Notices will be sent to the customer advising them when an annual test is required on their backflow assembly. The customer must contact a recognized Back-flow Assembly Tester to perform the test. If any repair work or maintenance is performed on the assembly, a recognized Tester must retest the assembly immediately and submit the test results. Please contact Jolene Hayes at (928) 213-2117 for instruction on how to submit the backflow prevention assembly test result as the process has changed recently.
A list of certified testers can be found by calling BSI Online at (800) 414-4990. If you have your customer confirmation number (CCN), you can look up testing companies on-line at https://bsionline.com
Complete an application in the Utilities Division or go to our website at http://www.flagstaff.az.gov/index.aspx?nid=21 to download an application. These applications need to be done annually so the city is in compliance with ADEQ as these permits are only valid from January 1 to December 31 of each year. You can call the Utilities Division administration staff at (928) 213-2400 with any questions.
You can contact the City of Flagstaff's Water Conservation personnel at (928) 213-2116 for more information on a turf rebate. This type of rebate requires an inspection of the site before the work begins. There must be a minimum of 750 square feet of turf that will be replaced with low water use plants to qualify for the rebate.
You can call the Water Conservation office at (928) 213-2116 to inquire on the status of these rebates at this time. Information is also available at flagstaff.az.gov/rebates.
The residential deposit is a total of $150 (non-residential is $300). The deposit is billed in three (3) increments of $50. Upon request, the deposit will be credited to a municipal account after twelve (12) months of on time payments. Your deposit may be waived if you have had a year’s of on time payments with the City at another property or by providing a letter of credit from another utility. Contact Solutions@flagstaffaz.gov or Customer Service at 928-213-2231.
The rebate program for washing machines and hot water re-circulators is no longer available.
This fee funds a variety of city-wide environmental programs including but not limited to, environmental management, sustainability, environmental code enforcement, and conservation education programs. Effective August 1, 2020 the fee is changing from a flat $4 per bill to a rate of $.035 of core service charges including trash, recycling, stormwater, water, and wastewater.
This fee establishes the Water Resource and Infrastructure Protection Fund which supports the Wildland Fire Management program. Funding helps protect our valuable water resources and infrastructure through forest management to prevent catastrophic wildfire. The established fee is $0.52 per 1,000 gallons of water. The fee goes into effect August 1, 2020.