Polk County Utilities, Customer Service Mission Statement is, "Constantly and Consistently Exceed the Customer's Expectations." Customer service representatives are usually the first point of contact to Polk County Utilities (PCU) water, wastewater and reclaimed water utilities operations. A customer service representative will assist you in obtaining new service, respond to your inquires and assist you when you need to terminate service.
To provide you with great customer service PCU commits to:
- Greet you in a friendly manner, whether via telephone, email or in person.
- Let you know we are here to help you.
- Listen carefully to your questions, inquiries and requests and respond professionally in an efficient and timely manner.
- Take care of your requests to the best of our ability with courtesy, tact and respect.
- Make you, our customer, our priority.
- Continually improve our service through efficient use of resources and emerging technologies.
PCU's Customer Service Call Center Provides:
PCU’s customer service section serves as the call-center point of contact for customer’s inquiries regarding high bills, pre-termination notices, utility turn-on/turn-off, payments and payment extensions. This section serves other functions including computer system file maintenance for account data, monthly meter reading, read rechecks, reporting equipment failure/damage, and service problems for over 51,500 water meters. PCU staff records consumption, computes bills and collections for more than 51,000 water and 34,000 wastewater customers. PCU staff is courteous, helpful and knowledgeable; each customer service staff member works on a rotating basis providing telephone support to our customers.
PCU's Customer Service Finance Section Provides:
PCU’s finance section is responsible for accurate billing for retail and commercial customers. Our staff provides revenue control, internal control and audit, rate changes/updates and payment reconciliation. They are responsible for collections on active, and closed accounts, return payment processing, refund processing, deposits, adjustments and payment processing. They also provide financial planning, financing, accounts payable, payroll, and budgeting services to the various sections within the utility. PCU’s revenue stream is obtained through the timely processing of more than 528,000 financial transactions, resulting in the billing and collection of approximately $45 million in revenue annually for water, wastewater and reclaimed services.
CUSTOMER SERVICE APPLICATIONS
Polk County Utilities Residential Application for Water and or Sewer Service
Complete the Application for Residential Water and/or Sewer Service (below) to apply for a residential utility account. Only one name can be listed on the utility account, indicate how you would like the account name listed. When completing the Residential Application, please verify the service address is correct as additional charges could be incurred for corrections and or trip charges.
Polk County Utilities does require a deposit to establish an account. The deposit is non-negotiable or transferable between individuals. To pay your deposit by credit or debit card this information must be included on the application. Checks should be made payable to Polk County Utilities. Unfortunately, we are unable to provide the exact time of service connection.
Include a scan or a copy of the signed application along with a scan or copy of a valid state issued picture I.D. Email the signed application and a copy of all required documents to UtilitiesNewServices@Polk-County.net or fax to 863-298-4111.
Application for Residential Water and or Sewer Service
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Polk County Utilities Commercial Applicaton for Water and or Sewer Service
Complete the Commercial Application for Utility Service (below) to apply for a commercial utility account at an existing location. The application must be completed and signed by an authorized signer for the business. Deposits are based on usage and are subject to periodic review and adjustments. The customer signature on this application indicates acknowledgement that connection fees will be evaluated by staff at least annually. If actual utility usage is greater than originally estimated, additional fees may be assessed.
Checks should be made payable to Polk County Utiltiies.
Email the signed application and a copy of all required documents to UtilitiesNewServices@Polk-County.net or fax to (863) 298-4111.
Application for Commercial Utility Service
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Utilities Application for Reclaimed Water Use - Residential and Commercial Customers
This Application is Used For Complete Existing Reclaimed Water Use Customers Only - Residential and Commercial Irrigation Purposes
**Subject to Availability in Your Area. Please check the Reclaimed Water Area Map for Current Service Areas Reclaimed Water Service Areas.
Reclaimed Water Use Acknowledgment and Application for Participation
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Polk County Utilities Service Termination Request
Complete and sign the Request for Termination of Utility Service form (below) to terminate your residential or commercial utility service for water, wastewater or reclaim services. Polk County Utilities must have this notice twenty-four hours before the date requested or additional fees will be charged. Deposits will be applied to the final bill and any balance due or refund will be mailed to the forwarding address.
Email the signed Request for Termination of Service to UtilitiesNewServices@Polk-County.net or fax to (863) 298-4111.
Termination of Utility Service Form
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Polk County Utilities Customer Move Application for Water and/or Sewer Service
Complete and sign the Customer Move Application for Water and / or Sewer Service form (below). This is a 2-part form activating an account for your new residence and terminating service at your previous residence. When completing the Residential Application, please verify the service address is correct as additional charges could be incurred for corrections and or trip charges.
The deposit on file with the utility will be transferred to the new account. The original deposit amount may require an increase based on services provided and Ordinance requirements. The deposit is non-negotiable or transferable between individuals. Unfortunately, we are unable to provide the exact time of service connection.
Complete and sign the Request for Termination of Utility Service form (below) to terminate your residential or commercial utility service for water, wastewater or reclaim services. Polk County Utilities must have this notice twenty-four hours before the date requested or additional fees will be charged. Deposits will be applied to the final bill and any balance due or refund will be mailed to the forwarding address.
Email the signed Customer Move Application for Water and / or Sewer Service and the Request for Termination of Utility Service forms to UtilitiesNewServices@Polk-County.net or fax to 863-298-4111.
Utility Customer Move Form
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In the Event of a Name Change, Complete this Authorization Form
Complete the Authorization for Name Change Form (below) if the original responsible party name has changed on your utility account. This is a 2-part application, the first page must be signed by you in the presence of a notary public; the notary must also sign and seal this document. Polk County Utilities does not offer Notary Public services at the utility office. The original signed and sealed document must be mailed or delivered to Polk County Utilities office at 1011 Jim Keene Blvd., Winter Haven, FL 33880.
The second part of this application must be completed by the new responsible party for this utility account. This information will allow us to update utility records.
Authorization for Utility Account Holder Name Change Form
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Customer Information Update Form
Use this form to update your utility records for a change in your mailing address (where to mail your utility bill), email address, home phone, cell phone or to correct the spelling on your utility bill.
Customer Profile Update Form
SAMPLE OF A POLK COUNTY UTILITY BILL WITH FIELD DESCRIPTIONS
To help citizens understand the information printed on utility bills, open the *interactive" utility bill sample for specific field descriptions. If you have further questions regarding your bill, call Customer Service at (863)298-4100 Monday - Friday 8:00 a.m. to 5:00 p.m. You may also call our toll-free number at 1-800-301-6039
Sample of a Polk County Utility Bill with Field Descriptions
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SAMPLE OF A POLK COUNTY UTILITY BILL REMINDER NOTICE
Occasionally everyone overlooks paying a bill. An example of a letter notifying a resident of a past due balance for Polk County Utility services is shown below:
Sample of Polk County Utility Bill Reminder Notice
Full payment of the overdue balance shown on the utility bill should be made before the date on the bill reminder notice. Should disconnection occur, full payment of the overdue balance plus a minimum of $120.00 in reconnection fees and possibly an additional deposit could be required before service is restored. Please contact Customer Service at 863-298-4100 immediately should you need to discuss your account, or if you feel this notice has been issued in error.
HIGH BILL CHECK SHEET
Unusually high water bills are most often caused by a leak or a change in water use. Leaks can occur in toilets, pipes, faucets, water heaters, ice machines, dishwashers, washing machines and and irrigation systems. If you have a higher than average water bill, check over the common causes listed below to help pinpoint the possible source of the high bill. If a utility bill seems unusually high, perform the following tests and complete this form. Return the completed form to Polk County Utilities or bring it to our office at 1011 Jim Keene Blvd., SR 540, Winter Haven, FL 33880. We will review this information and call you with the results. High Utility Bill Check Sheet
The most common causes of high water bills include:
- A leaking toilet, or a toilet that continues to run after being flushed
- A dripping faucet; a faucet drip can waste 20 gallons of water a day or more
- Filling or topping off a swimming pool
- Watering the lawn, new grass, or trees; also check for an open hose bib
- Kids home for summer vactions or school hoidays; guests
- Water-cooled air conditioners
- A broken water pipe or obvious leak, or the water heater could also be leaking
- Water softener problems - cycles continuously
BOIL WATER NOTICE
How Will Polk County Utilities Advise You of a Boil Water Notice?
In the event of a Boil Water Notice declaration by Polk County Utilities, we use a Reverse 911 process to notify citizens. The reverse 911 process sends an automated voice mail message notification to each affected address between the hours of 7:00 a.m. and 10:00 p.m. The message will state the Boil Water Notice status and provide further instructions to citizens. The County will make 3 phone call attempts to resident land lines. This message will be sent to the local phone line (hardwire/landlines) only, i.e., cell phones and unlisted home phone numbers will not receive this automated notification. When the Boil Water notice has been rescinded, or is no longer in effect, customers will again be notified through this reverse 911 system.
We use other methods to notify citizens of a Boil Water Notice including delivering fliers door-to-door, posting large signs at entrances to affected areas. Please call us at 863-298-4100 if you have questions or concerns. We notify the local Department of Health (DOH) for every occurence, they can also assist with answers to your questions. DOH phone # 863-519-8300, Florida Departement of Environmental Protection Phone #813-632-7600.
Why Are Boil Water Notices Issued?
In most cases, Boil Water Notices are issued for emergency repairs due to construction causing the water system to loose pressure. It is also possible the water supply to your home may be temporarily interrupted for a short period of time due to a hurricane, tropical storm, natural disaster or in the course of scheduled maintenance and repair work by utility operations. These situations are not the only times when an advisory or notice should be issued. Specific situations, upon consultation with the Department of Health may also require an advisory or notice.
What Should You Do in the Event of a Boil Water Notice?
1. As a precaution, we advise that all water users drink bottled water and/or boil water used for drinking (including pets), cooking, washing raw foods, preparation of drinks, brushing teeth, rinsing contact lenses, shaving and making ice.
- To boil water, boil tap water vigorously for at least 1 minute (the minute starts when the water begins to bubble) prior to using it. Allow water to cool before using it or store it in the refrigerator in clean, non-corrosive, tightly covered containers.
- Prepare three gallons of water per day for each family member and any family pets.
- To increase the shelf life of water, group bottles in dark plastic trash bags to keep light out. Store containers in a cool dark location.
2. Throw away ice made during the time the Boil Water notice was issued; freezing does not kill bacteria.
3. Most of the filter systems on faucets or refrigerators are not designed to remove harmful bacteria.
- You can learn about the capability of your filter by contacting the manufacturer or NSF International, an independent testing group in Michigan at 1-800-673-8010. It is safer to boil your water or use bottled water even if you have a filtering system.
4. The water is safe for washing dishes, laundry and bathing.
- Be sure to use hot, soapy water for washing dishes. You may want to add 1 tablespoon of unscented liquid chlorine *bleach per gallon of water as a precaution. Rinse dishes with water that has been boiled and cooled.
- The water is safe for washing laundry.
- The water is safe for bathing during a Boil Water Notice.
*Use only Liquid Chlorine Bleach, granular bleach is poisonous! If your tap water is clear, add 2 drops of bleach per quart of water (8 drops per gallon). If your tap water is cloudy, add 4 drops per quart (16 drops per gallon). Mix well and let stand for 30 minutes.
What is the Health Concern?
The water treatment process removes bacteria from water, but water main breaks or a loss of pressure in the water distribution system may allow bacteria to enter water lines. Waterborne diseases are extremely rare but they can be serious. After an event occurs, the possibility of the water distribution system becoming contaminated increases. If you drink the water before you are aware of the Boil Water Notice, chances are, if you are in good health you may not get sick from drinking the water, however the risk will be higher for infants, the elderly and persons with immune deficiency disorders. Symptoms of illness caused by bacteria in drinking water can include diarrhea, cramps, nausea, headaches, or other symptoms. These symptoms are not caused only by organisms in drinking water; seek medical advice if these symptoms persist.
How Long Does a Boil Water Notice Stay in Effect?
A boil water notice will remain in effect until water test samples show the water is safe to drink. Testing for bacteria requires a minimum of 48 hours to complete, this will be the minimum length of time for a Boil Water Notice to be posted. A boil water notice will remain in effect for a minimum of 2 days unless you are notified otherwise. As a further precaution, the water lines in your area will be flushed.
What Do You Do After the Boil Water Notice has been Lifted?
- Flush the water out of your distribution lines
- Start with the outdoor faucet located closest from your water meter by flushing out all outdoor faucets.
- Run hot water through each indoor faucet until you notice a change in water temperature. Remove the aerator before flushing kitchen and bathroom sink faucets.
- Run enough hot water to flush the hot water heater.
- For automatic icemakers, dispose of all ice made during the Boil Water Notice and make three batches of ice and discard to ensure the water line to the ice maker is flushed.
- Run water softeners through a regeneration cycle.
- Run drinking water fountains for one minute.
- Run water coolers with direct water connections for 5 minutes.
For any questions or concerns you may have regarding a Precautionary Boil Water Notice please contact customer service at (863) 298-4100 or Steven Whidden, Regional Water Production Supervisor, at (863) 397-1441.
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By Authority of Florida Statues Section 381.006 and 403.855-857 - Florida's Food Industry Boil Water Notice Guidelines
Boil Water Notice Guidelines for Florida's Food Industry