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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

15 days from the original billing date under the Town’s utility code. If the bill remains unpaid after that period, a delinquent tag is delivered; the code states service is discontinued if the charges are not paid by 9:00 a.m. the following business day.

Late-fee calculation

A payment after the due date incurs a 10% penalty. The Town code’s cutoff procedure requires the customer to pay the entire billed amount plus a 10% charge on outstanding balance before reconnection. A returned check is assessed a $25 fee. Automatic bank draft is available at no charge and, when successfully processed, avoids the ordinary late penalty.

Disconnection timeline

The Town code specifies: after 15 days from the original billing date, a delinquent tag is delivered to the service address; if charges are not paid by 9:00 a.m. the following business day, service is discontinued. Restoration requires the full billed balance, a 10% outstanding-balance charge, and the applicable reconnection fee. The code lists $25 for reconnection from 8:00 a.m.–5:00 p.m. on weekdays and $50 during all other hours.

Statutory warning protocol

What notice should you expect?

The documented warning is a delinquent tag delivered to the service address after the 15-day delinquency point. It gives notice of the delinquent charges and the imminent cutoff; payment must be received before 9:00 a.m. the following business day to prevent discontinuation under the Town code. Current public pages do not promise automated phone calls, text-to-pay notices, door hangers, or a second separate mailer. Customers should call 972-874-6010 immediately if a payment is pending or they need billing clarification.

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

$25 reconnection charge from 8:00 a.m.–5:00 p.m. on weekdays and $50 during all other hours, in addition to the full balance and 10% outstanding-balance charge. If a barrel lock installed after nonpayment is damaged or destroyed, the fee schedule lists a $15 barrel-lock charge plus a $25 trip charge and $25 administrative charge. Customers must not manipulate a locked meter; contact Utility Billing for restoration.

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 Town of Flower Mound Utility Billing Division 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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