Frequently Asked Questions

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Billing
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Saltwater Intrusion
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Where can I pay my bill?
A full list of payment options can be found on our Ways to Pay Your Bill page.
What is the process a delinquent account goes through before being referred to an outside collection agency?
  • Any unpaid bill amount exceeding $50 for longer than 60 days is eligible for a delinquent notice.
  • Accounts are researched by the Credit & Collections Unit and exempt accounts (by investigations, hearings, etc.) are removed from additional collection activity
  • To those accounts that are not exempt, a letter is mailed advising the customer of the delinquent amount, the date of disconnect and the subsequent date of meter removal for non-payment.
  • If no payment is received within 10-14 days, an attempt is made to contact the customer by phone to attempt a payment arrangement or other resolution to avoid further shut-off actions or collections activities.
  • If no response/resolution occurs, a service order to interrupt service is generated and a $75 turn off fee is automatically assessed to the account.
  • If no payment is received after 10-14 days, a service order is generated to remove the meter and an additional $75 removal fee is assessed to the account.
  • After 30 days, if the arrearages are unresolved the account is closed.
  • A final bill letter is mailed to customers advising to pay full amount within 10 working days of the date of the letter, if no payment account is then sent to a 3rd party collection agency (IC Systems)
How do I setup auto-pay?
  • Log in to your account at https://myaccount.swbno.org
  • Navigate to the Billing tab
  • Click the green Pay My Bill button or gray Auto Pay button
  • Use the navigation at the top of the page, locate My Profile and choose the Payment Methods option
  • Add your bank account and/or credit card on this Payment Methods page
  • Once you've added one or more payment methods, navigate back to the Autopay page. The drop down should now populate with the payment options you entered in the previous step
  • Proceed with Auto Pay setup
Can I have my service temporarily disconnected?
We encourage you to close your account if you do not plan to return to your property within the next 6 - 12 months. Otherwise, you will continue to be billed for service charges.

Only the customer of record or the owner of record can request the account be closed. You may close your account by fax, telephone, mail or website. If you decide to close your account by fax or mail please include a copy of your picture identification i.e., driver's license, military or state ID.

Be prepared to supply us with a forwarding address to receive your final bill and or any refunds due from deposits.
Will my meter be read or will my bills be estimated?
We are diligently working to obtain a reading for our customers each month. However, effective December 1, 2008, if we do not obtain a reading from your meter we will assess a minimum charge for 3000 gallons of water consumption for the month. A standard water service charge plus applicable sales taxes based on your meter size will also apply. When we are able to read your meter, we will bill you for all water usage that passed through the meter since the last reading.

Click here to view all current service charges
Am I responsible for a water service charge?
The Water Service charge on your bill is calculated from your connection size. As long as the meter is installed, you will be billed the monthly service charge bill based on the billing chart shown.

The charge is based on the costs the S&WB must pay even if you don't use any water. These costs include reading your meter each month, replacing your meter if it needs repair, maintaining adequate water pressure, etc.

Since the S&WB must always be prepared to deliver water whenever a meter is installed, this part of your bill is sometimes called the "Ready to Serve" charge.

Click here to view a chart of water service charges
Who is responsible for repairing leaks that occurred during the storm?
As is the usual practice, water leaks on private property are the responsibility of the property owner. Please check your property periodically for apparent water leaks make sure your water lines are secured to avoid unauthorized water usage on your meter.

High bills that are the result of leaks on private property will have 50% of the excess water charges adjusted and 100% of the excess sewer charges adjusted after the customer submits proof of the repairs and water usage returns to normal the following month. High bills resulting from a defect in the water meter or some other problem caused by the Sewerage and Water Board of New Orleans will be fully adjusted.
Am I responsible for unauthorized usage?
Yes. The customer of record will be responsible for any usage that is detected through the meter, whether theft has occurred or not.
How do I report a water leak or sewer problem?
To report a water leak or sewer problem call (504) 52-WATER (504) 529-2837 or go to our online Report A Problem Form.
How do I dispute the charges on my water bill?
Information on how to dispute your bill can be found on our Bill Dispute and Adjustments page.
Can I be notified if a relative's water is due to be turned off?
Using our Third Party Notification Service, a person, in addition to the customer of record, can be notified when water service is due to be turned off for delinquency. This plan can be of service to senior citizens and customers who are ill and who are unable to handle their own affairs, to attorneys administering estates, and to customers who are frequently out of town.

To enroll, complete and sign the Third Party Notification Form and mail it to the address shown.
What must I do to have sanitation charges removed from my bill if I have a vacant house or apartment?
Although the S&WB bills and collects the Sanitation Fees for the City, we do not adjust sanitation fees. You must contact the City to have your fees removed.

  • Dial 311 from a phone with a 504 area code.
  • Outside New Orleans, dial 658-2299 or 1-877-286-6431.
  • The hearing impaired can dial 504-658-2059 or 1-800-981-6652. Spanish and Vietnamese language assistance available.
What documentation must I bring with me to open a new account?
A New Account Checklist detailing all of this information can be found on the Information for New Customers page. Please visit that page for more information.
My Water Meter Cover is missing. How do I get a new one?
To report a missing water meter cover please call (504) 52-WATER, (504) 529-2837 or go to our online Report A Problem Form.
My Sewer Cleanout Cover is missing. How do I get a new one?
Homeowners are responsible for maintaining their sewer cleanouts and, therefore, it is the homeowner's responsibility to get a new cover. Sewer cleanout covers are readily available at most local plumbing supply stores in and around Orleans Parish.
Is there contact information regarding Bids and Specifications?
For Bids and Business information please fill out our online Ask a Question Form and select a subject pertaining to your question.
Is there contact information regarding Disadvantaged Business participation on Bids & Contracts?
For information regarding DBE participation on Bids & Contracts please fill out our online Ask a Question Form and select a subject pertaining to your question.
Is there contact information regarding Disadvantaged Business Certifications?
For information regarding DBE Certifications please fill out our online Ask a Question Form and select a subject pertaining to your question.
If my service is disconnected for non-payment, how can I get it back on?
You can either make a payment in full through one of the many methods detailed above, or you can arrange a payment plan by calling our customer service department at (504) 529-2837 M-F 7AM-7PM or visiting one of our payment locations.
If required payment has been made by 2:30 p.m., someone will be sent to restore your service the same day. If the payment is made after 2:30 p.m., the service will be restored the next business day.
Please Note: An adult (over 18) must be present when the service representative arrives or we will not be able to re-connect the service.
What if I don’t agree with the charges on my bill? How do I dispute my water bill?
Customers can dispute billing charges for water, sewer and sanitation. Bills can be disputed by phone, mail, fax, or through email by completing an online form that will be sent directly to our Customer Service Department. For more information see How do I dispute the charges on my water bill?
What happens once I have disputed the charges on my water bill?
Our bill adjustment process is explained on our Bill Dispute and Adjustments page.
Will you turn off my water service if I don’t pay?
Service interruption is always a last resort. We want to continue to provide you with clean, safe drinking water. Please contact our office for a payment plan if you cannot pay your bill in full. We only interrupt water service if a bill remains unpaid for more than 60 days.

An option is available to assist elderly, disabled and economically disadvantaged customers with their water bills - the Water Help/Plumbing Assistance Program. This program is administered by Total Community Action and contributes up to $200 annually to eligible customers in need by way of a credit to their account. The Water Help Program covers water and sewer fees, but does not cover City of New Orleans sanitation fees. If you think you may qualify, visit the Payment Assistance page for details on how to apply.
What are billing estimations now based on?
Estimates of your water bill are now tailored to your individual account, based on your typical daily water use. In the event an estimate is required, we take 10 of your previous meter readings, two of which are required to be actual readings, and calculate how many gallons of water you use each day. We then multiply that by the number of days in the present billing period. If, for any reason, you have fewer than ten previous reads -- such as the first few months after you open a new account -- we will estimate 170 gallons a day.
Will my bill be higher with the new estimation method?
Not necessarily. If you typically use less than 100 gallons a day, it will be lower. Overall, your billing estimate will be more accurate and will more closely reflect your actual water usage. This will make it easier for you to budget for your water bill each month. It will also reduce the chance you will face a startlingly high actual bill meant to correct an earlier, artificially low estimated bill.
Why was my bill estimated in the first place? Why can’t I get an actual read?
While we make every effort to read every single meter, certain situations cause your usage to be estimated. These include unsafe weather conditions for our meter readers or an obstruction blocking the water meter. When a meter reader is unable to read your meter due to an obstruction, a door tag will be left on your door informing you that your bill will be estimated for that billing cycle.
Why is SWBNO changing the way bills are estimated?
Over the past year, we have made a number of improvements to our billing system with the goal of improving its accuracy and predictability for our customers. Several major improvements toward that end include:
  • Since August 2018, we have resolved 23,000 billing disputes.
  • Our billing staff is better trained in the bill review process which helps flag inaccurate readings.
  • We improved our meter reading process by reordering the sequence in which meters are read. This allows a meter reader to read the same sequence of routes and become more familiar with the location of each water meter.
    • This increases the speed and accuracy of the meter reading process.
  • We standardized how we read each of our different makes and models of meters.
    • Now meter readers have greater predictability and uniformity on their routes which decreases errors when entering a customers’ meter data into our billing system.
Why are you now using 170 gallons as an average for an estimate instead of 100?
We are using 170 gallons because it is closer to the typical daily water use of SWBNO customers. It will also reduce the chance you will face a startlingly high actual bill meant to correct an earlier, artificially low estimated bill.
How do I know if my bill was estimated?
Take a look at your bill, at the top you’ll see “read type.”

When will I get a smart water meter?
The entire project is expected to take approximately three years to complete, including the installation of all 140,000 meters. Installations will begin once all the necessary infrastructure and testing has been completed and the required number of meters to begin the project have been delivered. The meters will be gradually installed across the city based on meter reading route efficiencies.
How will the smart meter be installed?

The installer will:

  • Locate your meter box containing your water meter.
  • Knock on your door before they replace your meter.
  • Turn off the water for 15- to 30 minutes.
  • If your water is running when the installer arrives, it will NOT be turned off. The installer will return and attempt to replace your meter at another time.
  • Turn the water back on after installation.
  • Test the new smart meter to verify that it is operational.
  • Leave a door hanger regarding any instructions or details about the installation.

Almost all of New Orleans’ water meters are already located outside. If your meter is located inside your home or business, the meter installation team will contact you to set up a time to change your meter.

Who will install the smart meter, and how will I know they are working for SWBNO?

Aqua-Metric is our meter installation partner. Installers will:

  • Arrive in a company-marked vehicle.
  • Wear an easily identifiable uniform.
  • Have a contractor company badge.

We encourage customers to ask for identification from anyone who comes to their door.

Do I have to schedule my smart metering installation appointment?

No. Residential customers do not need to schedule their smart meter installation or need to be home to have the new smart meter installed.

Commercial customers will be contacted directly to coordinate when their meter will be replaced to avoid business interruptions.

Do I need to be home for the smart meter installation?
No. You do not need to be home when we install your smart meter. The meter installer will leave a door hanger to let you know we completed the upgrade or instructions to follow if they were not able to make the replacement.
How long will it take to install the smart meter?
It usually takes between 15 and 30 minutes to install the new meter. Some installations – mostly larger commercial meters – may take longer.
Will my water service be interrupted during the smart meter installation?
Yes, the water service will be turned off for approximately 15-30 minutes. The installer will turn the water back on prior to leaving your home or business.
My smart meter was installed. What’s next? Do I need to do anything?
No. You don’t need to do anything for your new smart meter to automatically start working and reading your water use. With our new customer portal coming soon, you will be able to easily monitor your water use and set alerts to notify you of unusual water consumption.
How much will this upgrade to a smart meter cost me?
There is no direct cost to customers for the new smart meters to be installed and used. In other words, the meter is included in your cost of service.
When will I be able to view my water use and bill online after my smart meter is installed?
As soon as the new smart meter is installed and the customer portal has been fully integrated into the system. A customer will not have to wait until they receive a bill to see how much water they have used over the month. They will instead be able to log into a secure customer portal from a computer or a smart phone to view current consumption and costs. They will be able to tell what time of day (or month or year) they use water, which can help determine the causes of water consumption (gardening, showering, dishwashing, pool use, etc.) and give them the power to make changes as they please. Customers may also choose to set up automatic text, email, or phone alerts for unusual water consumption to help quickly address leaks or budget concerns.
Is my account information secure?
Yes. Your meter has a specific geocode that notes the location of your meter. The water use information is securely transmitted through an integrated network technology solution. The only information that is being transmitted is the water use from that location. None of your personal account details will be transmitted.
How will my water consumption data be used by SWBNO?
Unlike our current manual meter reads, smart metering data will allow SWBNO to have more time-specific information about how people use water (i.e., at what time of day is demand highest and where is use growing or shrinking across the city). We will use this to make more efficient, proactive decisions about infrastructure investments. Better data will help us renovate or expand the water system in the right locations at the right time.
The data does not tell us – or you – how your water is used, only when and how much water is used.
How do I know that the new smart meter reading is accurate?
The reading at the meter is regularly converted into a digital format using technology that has proven to be highly reliable and secure, as noted in project studies, pilot programs, and large-scale implementations. By having this information relayed in a digital format, it eliminates the potential for human error in manual meter reading. The smart meters also come with a 20-year warranty that guarantees their accuracy to the level of roughly 1.5%.
Is the water in New Orleans safe to drink?
Yes. The salt water has not yet reached SWBNO’s water intakes along the Mississippi River. So, our tap water in New Orleans is safe to drink and use for all purposes. We will inform our customers well in advance of any changes or impacts.
How much longer will the water be safe to drink?

Based on the U.S. Army Corps of Engineers’ most recent projections, we anticipate salt water to begin impacting our water supply shortly before these dates:

  • Algiers: October 22, 2023
  • Carrollton: October 28, 2023

NOTE: This timeline is subject to change.

Customers can visit the Army Corp’s website to track where the saltwater wedge is located: https://www.mvn.usace.army.mil/Missions/Engineering/Stage-and-Hydrologic-Data/SaltwaterWedge/SaltwaterWedgeNow/

What does salinity mean?

Salinity is the amount of salt dissolved in water. Salt is also known as sodium chloride. Below is a scale showing the salinity of various water sources ranging from fresh water to ocean water. (ppm = parts per million).

Is salinity the only thing SWBNO is monitoring?
No, we are monitoring a broad range of substances to protect public health. For example, when salinity increases, the change can affect water pipe materials like copper, steel, iron, and lead. We are working with experts at LDH and EPA to monitor and manage the potential side effects of higher salinity in the system.
Can SWBNO remove salt at either water treatment plant?
No, the filtration systems at our water treatment plants cannot remove salt from water because the Mississippi River is fresh water. Ordinarily, there would be no need to remove salt.
Why is saltwater intrusion a health risk?
High levels of salt (above 250 parts per million) in tap water can make it unsafe for drinking and cooking, especially for vulnerable people including but not limited to people with kidney disease or high blood pressure, people on a low-sodium diet, dialysis patients, infants, and pregnant women. The health effects of consuming (drinking or cooking with) salt water have been found to be associated with cardiovascular diseases, diarrhea, and abdominal pain. Contact your primary care provider regarding your specific health risks.
What steps should I take to protect my infant or young children?

According to the Louisiana Department of Health:

For infants, use bottled spring/purified water to prepare formula if breastfeeding is not an option. Ready-to-feed formula (“RTF”) or pre-made formula is also an option. When using formula, be sure to follow your child’s primary healthcare provider and manufacturer’s instructions for preparing and storing formula.

Learn more: Saltwater Intrusion

What can I do to reduce or eliminate salt from my drinking water?

You will not be able to reduce or eliminate salt from your tap water at home. Salt is extremely difficult to remove from drinking water and cannot be taken out through boiling or conventional filtration like Brita filters or other common household store-bought water filters.

We will inform customers as soon as possible if and when New Orleans water becomes impacted by salt water. In partnership with city and state agencies, we will provide guidance for customers and their drinking water consumption

How often is SWBNO measuring the amount of salt in its drinking water?
Salt is also known as sodium chloride. Every day we measure chloride at our river intakes and in our tap water in Algiers and on the Eastbank. Measuring chloride allows us to estimate the salinity levels in the water.
At what level is it no longer safe to drink or cook with our water?

In partnership with the Environmental Protection Agency (EPA), we will issue an advisory if chloride levels reach 250 parts per million.

However, if you notice an unusual taste, odor, or appearance in your tap water, contact SWBNO at (504) 52-WATER.

Will the salt water increase contaminants in our water supply? How can I protect myself?

Introducing salt water to our system could undermine our current corrosion prevention methods. This could cause substances like iron and lead from older pipes in our water system to dissolve into the treated water.

We need more data to understand the impacts higher salt levels may have. We are working with top experts at LDH and the EPA to prepare a corrosion sampling plan to increase our testing for lead and many other substances. We will work with our partners to address impacts swiftly with a full range of resources.

If the amount of chloride in our drinking water reaches 250 parts per million, alternate sources of drinking water and cooking water will be necessary. The Governor’s Office of Homeland Security and Emergency Preparedness will support SWBNO and the City of New Orleans in providing drinking water if needed. If you are concerned about your water, contact (504) 52-WATER.

You can also visit the following resources to learn how to limit exposure to corroded metals in your drinking water.

Should I conserve water?

Should I conserve water? Conservation practices are always a good idea and become even more important if and when salt water arrives. As always, we will continue to keep our customers informed well in advance of any proposed changes to their water use.

Visit the Center for Disease Control’s (CDC) website for guidance on how to safely store water: https://www.cdc.gov/healthywater/emergency/creating-storing-emergency-water-supply.html

Can I still wash my hands? Shower? Wash dishes?
Throughout the duration of the event, we will continue to deliver water to our customers for all wastewater purposes, including showering, washing dishes, washing clothes, flushing toilets, fire suppression, etc. If salinity levels become hazardous for these purposes, we’ll inform our customers.
Will alternate water sources be provided if the water is deemed unsafe to drink?
We are working with the Governor’s Office of Homeland Security and Emergency Preparedness, the City of New Orleans, and other partners to ensure we have the resources to provide safe drinking water to our customers if and when needed.
Can my pet drink salt water?
No. Salt water is not appropriate for pets to drink. Please ensure you are only providing bottled water or some other fresh water source for pets.
Will the salt water affect SWBNO’s infrastructure, such as the treatment plants or the treatment process?
Over time, high levels of saltwater can cause damage to metal materials such as pipes and other infrastructure. We are still and will continue to study any potential impacts.
Can the salt water damage my pipes? If so, what should I do to prevent this?
Over time, high levels of saltwater can cause damage to plumbing, appliances, cooling systems that use water, and water heaters. The best source of information for specific equipment under these conditions is the manufacturer, vendor and/or service provider.
Can my business or property use an emergency well? If so, what do I need to know?
See this website for more information about private wells: https://ldh.la.gov/subhome/56
What effect will the salinity have on the infrastructure and chilled water cooling systems for commercial and industrial facilities?
The best source of information is the manufacturer, vendor and/or service provider.