Independent U.S. water utility directory · 2026 edition
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Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Notice and timing

How delinquency is handled

Grace period after the due date

60 calendar days after the bill date; Chino Hills states that service may be discontinued if the account is not paid by the 60th calendar day without further notice. SB 998 low-income protections and the City’s shutoff notice process still apply.

Late-fee calculation

Effective January 1, 2026, the late-payment penalty is the greater of $10.00 or 10% of the delinquent amount. A $53 lock-off fee may apply, and the City requires delinquent balances and applicable reconnection charges before restoration.

Disconnection timeline

The account reaches the published discontinuation point on the 60th calendar day after the bill date if unpaid. If the account is scheduled for lockoff or has received a final shutoff notice, online payment will not prevent the lockoff; the customer must contact Utility Billing. Restoration requires payment of the balance, penalties, and reconnection fees, and an additional deposit may be required.

Statutory warning protocol

What notice should you expect?

Chino Hills follows its SB 998 discontinuation policy: the account must be at least 60 days delinquent, the City issues a final shutoff notice, and low-income customers may qualify for reduced reconnection charges and payment-plan protections. The reviewed pages do not identify a particular automated-call, SMS, colored-mailer, or door-hanger sequence.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

Effective January 1, 2026, same-day regular-hours reconnection is $81.00, or $59.00 for a qualifying residential low-income customer under SB 998. After-hours water activation/reconnection is $561.00, or $181.00 for a qualifying low-income residential customer. The City’s timing cutoff is before 3:30 p.m. Monday-Thursday and before 2:30 p.m. Friday for regular same-day requests.

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from City of Chino Hills Utility Billing / Water and Sewer Service should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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