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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

Kerrville’s payment terms state that accounts not paid in full within 15 days of the billing date receive a 10% penalty. Accounts not paid in full within 25 days of the billing date receive a $35 service fee and are subject to service termination. The bill’s printed due date and any account-specific notice control if they differ.

Late-fee calculation

The late charge is 10% of the current bill when the account is not paid in full by the due date/15-day payment term. At 25 days after the billing date, a $35 service fee is added and service becomes subject to termination. A returned check or ACH draft costs $30; meter tampering costs $100 plus actual meter damage and labor, and pulling or locking a meter costs $40.

Disconnection timeline

The published progression is: payment due under the bill’s monthly cycle; 10% penalty after 15 days from billing; $35 service fee and termination eligibility after 25 days; and water/sewer cutoff for unpaid accounts. Kerrville does not publish a universal truck-disconnect calendar beyond those day-count thresholds, so customers should pay at the City office or contact Utility Billing before termination.

Statutory warning protocol

What notice should you expect?

Kerrville’s public payment terms identify the 15-day late threshold and 25-day termination threshold and state that late payments must be made at the City to avoid termination. The City offers paper or e-billing and CodeRED emergency notifications, but the reviewed pages do not specify a delinquency robocall, SMS sequence, colored mailer, or door-hanger protocol. Customers should keep the account mailing address and e-billing request current.

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

The current fee schedule lists a $35 service charge for accounts not paid before 5:00 p.m. on the final due date/termination deadline and a $50 fee to turn water on after business hours. Only City employees may turn water on or off at the meter. The customer must pay the delinquent amount and applicable service charges; the public pages do not publish a separate normal-hours restoration amount beyond the applicable account fee.

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 Kerrville Utility Billing Department 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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