Frequently Asked Questions (FAQ)
Billing & Payments
How do I make a payment?
We offer several convenient and secure ways to pay your water bill:
Customer Portal: Create or log in to your account to set up AutoPay for automatic monthly payments and manage your billing preferences.
Make a One-Time Payment: Quickly pay your bill online without logging in. Just have the name on the account and your account number ready. You can use a credit card, debit card, or bank account.
Call our automated, secure system at (888) 736-2813 to make a payment.
Send a check to:
District Lockbox
P.O. Box 7152
Pasadena, CA 91109
Visit and pay at our office at: 271 S. Brea Canyon Road, Walnut, CA 91789
Current Office Hours: Monday–Thursday: 7:00 AM – 5:00 PM, Friday: 7:00 AM – 4:00 PM, Closed Saturday-Sunday
New Hours (starting Sept. 2, 2025): Monday–Thursday: 7:00 AM – 6:00 PM, Closed Friday-Sunday
An outdoor drop box is available for after-hours payments.
Can I have more time or help paying my bill?
We understand that managing bills can sometimes be challenging. WVWD offers Water Bill Assistance Programs to support eligible customers.
Walnut Valley Affordable Rate Program (WVARP):
If you qualify for utility bill discounts like CARE, you may be eligible for up to 50% off the base rate of your water bill. Discounts are applied within 60 days of approval, while funds last. Apply here!
Payment Extensions:
Need more time? Contact us before your due date to request an extension and avoid late fees or shutoffs.
Visit our Water Bill Assistance page for full program details, or contact Customer Service at (909) 595-7554 or email cservice@walnutvalleywater.gov.
My water bill seems high. What should I do?
There are several common reasons your water bill may be higher:
Increased Water Use: Activities like filling a pool, doing extra laundry, or hosting guests may lead to higher water use. Changes in daily routines or occupancy may also contribute.
WVWD uses a tiered rate structure to encourage conservation. As your usage increases, you may move into a higher tier, which has a higher rate per unit of water. Learn more on our Rates page.
Leaks Indoor & Outdoor: Leaks are a major cause of unexpected high bills. Check your home and yard for signs of water waste, such as broken sprinkler heads, cracked irrigation lines, or constantly running toilets. Learn more by visiting our Meter and Leak Information page.
Tip: If your water usage never drops to zero over a 24 hour period, you may have a leak. Log in to the Customer Portal to view hourly water use and spot unusual patterns.
Need help understanding your usage or reviewing your bill? Contact Customer Service at (909) 595-7554 or email cservice@walnutvalleywater.gov.
What happens if my payment is late?
If your bill is unpaid for more than 20 days, a late fee will be incurred and an overdue notice will be mailed. If payment is not received, water service may be shut off.
To have service restored, you’ll need to pay the full past-due balance and any associated fees or deposits. Payments must be made online, over the phone via our payment system, or in person during regular business hours.
Please note: We no longer leave shutoff notices on doors. Final notices are sent by mail only.
If I’m signed up for Autopay, how do I change my payment method?
To change your AutoPay method, follow these steps:
- Log into your account on our Customer Portal
- Once logged in, go to “My Wallet”
- Click “Manage”
- Here you can Edit existing credit cards and bank information and add new payment information. Enter the details of your new payment method (e.g., new bank account or card information)
- Confirm and save your updated payment method
If you encounter any issues or need further assistance, feel free to contact our Customer Service team at (909) 595-7554 or email cservice@walnutvalleywater.gov. We’re here to help!
Starting, Stopping, and Managing Water Service
How do I start water service?
Before applying, use our interactive map to confirm your address is within WVWD’s service area.
Applications can be submitted online or in person and are processed the next business day after approval. Forms are available in English and Mandarin on the Start or Stop Water Service page.
Homeowners
Submit the Residential Owner Application.
Required: valid ID, Social Security number or Federal Tax ID, proof of ownership, $30 administrative fee, and a credit-based deposit.
Renters
Submit the Renter Application.
Required: valid ID, Social Security number or Federal Tax ID, lease agreement, $30 administrative fee, credit-based deposit, and an Owner/Tenant Affidavit within two weeks of service start.
Businesses/Commercial
Submit the Commercial Application.
Required: valid ID, Federal Tax ID, proof of ownership, $30 administrative fee, and a credit-based deposit.
Please note: The soonest date to start service is the next business day. Service must start within two weeks of application and cannot begin on weekends or District holidays.
How do I stop water service?
Complete the Stop Water Service Application to stop water service and close your account, this can also be done over the phone at (909) 595-7554. Forms are available in English and Mandarin.
For more information, visit the Start or Stop Water Service page.
How do I change the name or transfer ownership of an account?
Most name or account change requests will need to be handled by our Customer Service team.
• If the name change is due to a change of ownership, you may need to complete an application on our Start Service page.
• Be prepared to provide documentation, such as a government-issued ID, legal documents, or proof of account ownership.
Our team can help guide you through the right process based on your situation. Call (909) 595-7554 or email cservice@walnutvalleywater.gov.
What cities do you service?
WVWD provides service to the city of Diamond Bar and parts of Industry, Pomona, Walnut, West Covina, and the eastern portion of unincorporated Rowland Heights.
To check if your address is within our service area, use our interactive map.
Service Interruptions
Why is my water turned off?
There are several possible reasons your water service may be interrupted. Here’s what you can do:
1. Check for planned maintenance or emergency repairs
If scheduled maintenance was taking place, you should have received a door tag on your property. If it was an emergency repair, water service will resume as soon as the repair is safely completed.
To confirm, you can call us during business hours, visit our website or check our social media pages on Instagram, Facebook, X, or Nextdoor for updates.
2. Verify your water shutoff valve
Locate your house valve, usually near where the water line enters your home by the hose bib.
Turn the valve counterclockwise to ensure it is fully open.
3. Check for a past due balance
If your account is past due, water service may be shut off. Bills are due upon receipt and become past due 20 days after the bill date.
To restore service, you must pay the full balance and any fees. Partial payments are not accepted unless approved in advance by the District.
Click here to learn more about our payment options.
Still need help?
If you are unsure why your water is off or need help resolving the issue, call our Customer Service Department at (909) 595 7554 email cservice@walnutvalleywater.gov.
I received a Leak Alert or suspect I have a leak. What should I do?
Our leak alert text and emails help you catch possible leaks early by notifying you when your meter detects 24 hours of continuous water use. This could mean a leak or something left running, like a hose or faucet.
Helpful Tips:
- Check your home and yard for signs of a leak.
- For leaks between the meter and your home, or if you’re unsure, contact a licensed plumber.
- Log into the Customer Portal and where you can view your water usage
Who’s Responsible for leaks/repairs?
- Customers are responsible for leaks on their property, including the line between the meter and the home.
- Renters should notify their landlord or property manager.
- WVWD is responsible for fixing leaks on District-owned equipment, such as the meter itself. If you believe the issue is on our side, let us know.
Need More Help?
Visit our Meter and Leak Information page or contact us at (909) 595-7554 or email cservice@walnutvalleywater.gov.
Water Quality & Supply
How is our water tested, and is it safe?
At Walnut Valley Water District, providing safe and reliable water is our highest priority.
How it’s tested:
We conduct over 17,000 water quality tests each year for more than 80 regulated contaminants. Weekly testing is performed to ensure the water you receive is clean, safe, and reliable.
Water hardness:
Water hardness is a result of the presence of calcium carbonate, a naturally occurring mineral, in drinking water. For more details, including hardness levels in parts per million (ppm), review our annual water quality report.
Boil Water Notices:
In the unlikely event of a boil water advisory, which would only occur in an extreme emergency, we will notify all affected customers immediately with clear instructions. These situations are rare, and there are no current advisories in effect.
Learn more:
To see detailed water quality data, visit our Water Quality Page to view our annual water quality report. If you have additional questions or concerns, please contact us directly (909) 595-7554.
Where does our water come from?
All of our drinking water is imported. It comes from the State Water Project in Northern California and the Colorado River, delivered by the Metropolitan Water District of Southern California and Three Valleys Municipal Water District. Learn more here.
Customer Support & Contact
What are WVWD’s office hours, emergency contact hours, and online portal availability?
Current Office Hours:
Monday–Thursday: 7:00 AM – 5:00 PM, Friday: 7:00 AM – 4:00 PM, Closed Saturday-Sunday
New Office Hours (starting Sept. 2, 2025)
Monday–Thursday: 7:00 AM – 6:00 PM, Closed Friday-Sunday
Emergencies:
For water-related emergencies outside of office hours or on holidays, please call (909) 595-7554. Our after-hours team is available to assist you 24/7.
Programs & Resources
Are there rebates available for my home or my business?
WVWD offers a variety of rebates to help residential and commercial customers save water and money. Rebates are available for turf replacement, leak detection devices like Flume, weather-based irrigation controllers like Rachio, pool covers, high-efficiency appliances, and more.
To learn more and apply, visit our Rebates page.
Does WVWD host mulch or rain barrel events?
WVWD partners with local cities and community organizations to host a variety of community events.
Mulch Giveaways are typically events where customers bring their own containers and scoop their own mulch.
Rain Barrel Distribution Events allowed customers to pre-purchase barrels through one of our partners, which were then distributed at a scheduled pickup location hosted by the District.
To see what events are coming up, visit our Events page.
Items like rain barrels may also qualify for rebates. Explore available programs on our Rebates page.
Stay in the know by following us on social media, creating an account on our Customer Portal, and checking your bill inserts for upcoming event announcements.
Careers & Opportunities
How do I find current job opportunities?
To explore current job opportunities at WVWD visit our Careers page. You’ll find open positions, details about our High School Summer Internship program, and how to apply.
You can also follow us on our social media for the latest job announcements and updates.
Student Programs
What is the Art Contest?
The “Being Water Wise Is…” Student Art Contest is an annual competition open to 3rd–12th grade students attending schools within Walnut Valley Water District’s service area. The contest invites students to showcase their creativity and understanding of water conservation by illustrating how to use water wisely at home, school, in the community, and beyond.
Entries are judged internally, and winning students receive prizes and recognition. Selected artwork may also be featured in the Metropolitan Water District’s annual calendar and displayed on the District’s website and social media.
In addition to winners in each grade level, WVWD hosts a “Community Favorite” award each year. Voting for this award is open to the public and conducted online, giving the community a chance to participate and support their favorite artwork.
For full details and participation requirements, visit the Art Contest Page or contact Katrina Lumague at klumague@walnutvalleywater.gov
Do you offer student field trips or classroom presentations?
While WVWD does not currently offer facility tours or student field trips, we do provide free in-class presentations for schools in our service area. Presentations are tailored by grade level and cover topics like water conservation and careers in the water industry.
We also offer free water education materials and goodie bags for classrooms.
To request a presentation or resources, email Stephanie Fu at sfu@walnutvalleywater.gov.
For field trip opportunities, we recommend checking out programs offered by other agencies such as the Metropolitan Water District of Southern California Click here to learn more.
Is there a High School Internship program?
Yes, WVWD offers a paid summer internship program for high school students who live in or attend school within our service area. The program provides hands-on experience working at the District for eight weeks.
Visit our Careers page for updates and details.