A: Some common factors:
- An increase in water/power usage
- Seasonal usage
- Misread of meter
- Estimated usage
- Bill covers more than one billing period
- Previous unpaid balance
To view charts of your usage history, log in to your account and select "Analyze My Usage" on the left menu.To learn ways to be more efficient, go to Residential Conserve Water & Energy or Commercial Conserve Water & Energy.
A: Some common issues:
- Meter read was inconsistent with the historical usage
- No access to the meter
- Defective meter
A: Some common reasons:
- A meter read was obtained which was inconsistent with the historical usage (too high or too low)
- A meter replacement
- A change in the type of service
- Account is being reviewed due to multiple estimated bills
If you have additional questions, contact us online (Send us an email), by phone (Residential: (800)-342-5397, TDD: (800)-432-7397, or Commercial: (800)-499-8840), or in person (visit any of our LADWP Customer Service Centers).
A: Residential and Multi-Residential service customers are billed on a bi-monthly cycle. For new customers, the first bill may cover a period of more than or less than 60 days.
Commercial service customers are billed on a monthly cycle.
A: This is the electric and/or water Turn On Service Charge, which is applied each time you turn on or transfer service. This one-time charge will show on your opening bill and is non-refundable.
A: Bills are due 19 days after being issued. A grace period of eight (8) days for payments to be received is allowed before a Late Payment Charge is applied. This late fee amounts to 1.5% per month per electric or water service that is past due and that exceeds $150. Late fees apply on a monthly basis and are based on the past due amounts. Payment extensions do not exempt you from this charge.
A: Log in to your account, select “Update your account information” on the right side of the Account Summary page, and follow the instructions. You must do this for each service account associated with your username.
You can also make the change by phone (Residential: (800)-342-5397, TDD: (800)-432-7397, Commercial: (800)-499-8840), or in person (visit any of our LADWP Customer Service Centers).
A: Go to How to Read Your Electric Meter
Go to How to Read Your Water Meter
A: If you have an active water leak and need assistance turning your water off for emergency repairs, you can report the leak by phone (Residential: (800)-342-5397, TDD: (800)-432-7397, Commercial: (800)-499-8840), or Commercial Contact Us) or in person (visit any of our LADWP Customer Service Centers). If this is an emergency, do not notify us by email.
LADWP does not repair leaks on private property. However, if there has been an underground leak repaired on the property, you may be eligible for a billing adjustment. Adjustments are determined by our Field Investigations Unit. For more information, go to Water Billing Adjustment for Underground Leak Repair.
A: LADWP provides billing services for the City of Los Angeles Department of Public Works, Bureau of Sanitation. For questions and other information regarding these charges, which include your City Sewer Service Charge and Trash Fees, please call 1-800-773-2489 or visit their website at www.lacitysan.org.
A: To view and download past bills, log in to your account and select "Bill & Notification History" on the left menu. Bills displayed date back to two (2) years for active service accounts and one (1) year for inactive service accounts. Older bills are archived; if you need an older bill, submit your request in writing to LADWP General Correspondence, PO Box 51111, Los Angeles, CA 90051-0100. There may be a fee associated with the request.
A: LADWP is resuming collection processes for customers with past-due balances — including electric and/or water service disconnections for nonpayment — in July 2023.
Customers with past due balances will receive a “Past Due Notice” via standard U.S. mail. If payment is not received, the customer may be subject to disconnection and will receive a separate “Disconnect Notice” via standard U.S. mail. Customers with past due balances may also receive additional notifications via postcard and/or email.
A: To better assist our customers, LADWP suspended disconnections for nonpayment in March 2020, at the beginning of the COVID-19 pandemic. Now that the COVID-19 emergency declaration is no longer in effect, LADWP is returning to normal operations.
A: Customers with past-due balances who receive a “Disconnect Notice” from LADWP may be subject to disconnection for nonpayment. Customers enrolled in a payment agreement program are protected from disconnection as long they maintain payments in full and on time in accordance with the terms of their payment agreement.
Customers enrolled in LADWP’s EZ-SAVE or Lifeline programs are not subject to disconnection for non-payment, per Board Motion.
A: LADWP knows that the COVID-19 pandemic financially impacted many customers. Customers with past due balances, including those that may have services disconnected for non-payment, are encouraged to contact LADWP at 1-800-DIAL DWP (1-800-342-5397) to discuss available assistance and payment agreement programs.
A: The “Disconnect Notice” indicates the date by which payment must be received to avoid service disconnection. Service could be disconnected as soon as the next business day after that due date, unless the customer pays the past due balance, or contacts LADWP to enroll in a payment agreement program.
A: Customers are encouraged to contact LADWP at 1-800-DIAL DWP (1-800-342-5397) to discuss options, available assistance, and payment agreement programs. To learn more about assistance programs, please see our Financial Assistance page.
A: LADWP reserves the right to charge a 1.5% monthly late fee on the past due balance.
A: No, any customer enrolled in a payment agreement program should not receive “Past Due” or “Disconnect Notice” letter, as long as payments are being made on time as designated by the payment agreement program in which they are enrolled. If a customer has reason to believe they were sent a “Disconnect Notice” in error, they are encouraged to contact LADWP at 1-800-DIAL DWP (1-800-342-5397) immediately.
A: LADWP stopped collections and disconnection efforts for nonpayment in March 2020, when the COVID-19 pandemic began. LADWP then updated the payment agreement program offerings to be more flexible considering customer needs and situations. The LADWP moratorium on disconnections for nonpayment expired on March 31, 2022. LADWP has worked with State and local agencies to aid eligible customers since the COVID-19 pandemic began. Now that the COVID-19 emergency declaration is over, disconnections for non-payment are resuming.
Note: LADWP will temporarily suspend customer utility shutoffs for nonpayment during the issuance of local National Weather Service extreme weather alerts (e.g., Heat Advisory, extreme cold/frost/freezing). For more information, read about the Board motion here.