Show All Answers

1. How often will I get a bill?

Billing is monthly, but in arrears. The monthly bill is based on ACTUAL consumption from the previous month. The City allows the customer to use the water first to determine usage for the monthly bill. For example, January service is processed at the end of February.

2. Can I sign up for e-Bills and/or make payments online?

Yes, you can enroll in paperless "e-Bills" which will allow you to make one-time or recurring payments online with a credit card or checking account. Customers who have not signed up for e-Bills can make a one-time payment online or set up recurring payments with the City. Online Utility Bill Pay System

3. Can I make a payment or check my balance by telephone?

Yes, a customer may call 1-855-230-7047 at any time to check your balance or make a one-time payment from a credit card or checking account with no additional fees. The customer’s full account number (without the dash) is required so keep your bill handy.

4. Do I have to read my water meter?

No, the meter is read each month by a radio transmitter on your meter to obtain a monthly reading.

5. How do I start or cancel service?

The Utility Billing Department needs to be notified whenever there is a change in occupancy. When service is canceled a forwarding address needs to be provided. Since the water usage is billed in arrears, a final bill will need to be completed after service is discontinued. Please complete the "Change of Occupancy Form" to provide move in or move out information.

Once the change of occupancy form is submitted, Utility Billing staff will use the information provided to set up or cancel service. Please consider your submission as a confirmation of receipt. Utility staff will reach out if there is an issue with the information provided. If for any reason the change of occupancy date changes, please notify Utility Billing as soon as possible at utilitybilling@burnsvillemn.gov to avoid incorrect billings. Change of Occupancy Forms

6. Will my water be turned off if my bill is overdue?

No, but a monthly penalty fee will accrue on the balance owed. Delinquent amounts are added to the property taxes of the home.

7. My water usage seems to be increasing. What should I do?

Meters will only register usage when water flows through it. A leak can be costly -- an average leak for a toilet can waste 200 gallons a day or 6,000 gallons a month. Since leaking toilet water goes down the drain, toilets don’t necessarily leave any sign of a leak until you get a bill. Water Conservation Tips for Consumers

8. Does the City of Burnsville enforce watering restrictions?

Yes, "odd-even” watering restrictions are in effect April 1 through Sept. 30. No lawn/garden sprinkling or other irrigation can take place between 11 a.m. and 3 p.m. on any day. Homes with even-numbered addresses may water their lawns before 11 a.m. or after 3 p.m. on even-numbered calendar dates. Homes with odd-numbered addresses may water their lawns before 11 a.m. or after 3 p.m. on odd-numbered calendar dates. If there are 31 days in a month, both even and odd addresses can water on the 31st. Watering Restrictions

9. My water is discolored. What should I do?

Annual hydrant flushing done by the City may cause discolored water. If discolored water is present, the problem can usually be corrected by opening all cold water faucets and allowing them to run at the same time until the water clears. Hydrant Flushing Information

10. How hard is the water in Burnsville?

Water is considered to be “hard” water and customers may find a water softener to be beneficial. The water hardness is 23-25 grains per gallon (gpg) or 393 milligrams per liter (mg/L). The iron is 0.05 parts per million (ppm) and the manganese is 0.02 ppm. Annual Drinking Water Quality Report

11. Is a customer portal available to monitor my water usage?

Coming Soon! The City will be looking at options for a customer portal in 2018. Implementation is expected in 2019.

12. What are e-Bills?

e-Bills are a free electronic version of your mailed utility statement. The electronic bill is identical to the paper statement and can be viewed, printed or saved right from your computer. You can view current and past statements and payments for 12 months. By signing up for e-Bills, you will no longer receive a paper statement. If you need to receive a paper statement, you can opt out of e-Bills by calling 952-895-4480.

13. When will I receive my utility e-Bill?

Paper statements can take days to arrive. With e-Bills, you can receive your statements much earlier. e-Bills will be sent from burnsvilleutility@billtrust.com. Please add this address to your "Safe Sender" list. You will receive an email notification letting you know that your statement is ready for viewing in your online account. You can access your statement from any computer by logging into e-Bill Connect. e-Bill Connect

14. How do I set up automatic utility payments?

Once logged into your account, click the "Payment Setup" tab to enter your payment information. Then Click "Options" to set up an "Automatic Payment."

When setting your "Payment Threshold," set an amount higher than your average monthly bill to ensure payment is made. You will only be charged the amount of your bill. Online Utility Bill Pay System

15. What should I do if I didn't receive my utility e-Bill?

Please check your Junk Mail email box to make sure the messages are not going there. Please add burnsvilleutility@billtrust.com to your email "Safe Sender" list to help ensure it does not end up in your Junk Folder. If any questions arise, please call 952-895-4480.