Frequently Asked Questions

Q: What are the office hours?
A: Office hours are 7:30 a.m. – 4:30 p.m., Monday through Friday (except for City holidays). There is a night-drop for after-hours use; payments placed in the night-drop will be posted to accounts on the following business day. The UBO is not responsible for cash placed in the night drop.

Q: What is required to start a service?
A: Proper identification, a deposit, and a service charge are required to start City utility services. The deposit can be waived when applying for service if the applicant provides a reference letter from a former utility confirming the applicant’s good payment history for a period of at least 24 consecutive months for an account in the applicant’s name. The applicant’s past payment history with the UBO will supersede a reference letter from another utility.

Q: How often will my garbage be picked up?
A: The City collects household garbage, yard waste and recycling from residences once each week. Please call Environmental Services at (334) 501-3080 or type your address in the City Services footer at the bottom of this page to find out your neighborhood’s scheduled pick-up day of the week.

Q: When is my payment due?
A: Payments are due 15 days following the billing date printed on the bills. A late fee for each service will be added to accounts that have not been paid by the close of business on the due date.

Q: How do I pay my bill?
A: The UBO offers customers the convenience of several payment options: automatic bank draft, online payment via the City’s web site at selfservice.auburnalabama.org/css or telephone payment by credit card (Visa, MasterCard or Discover) using our interactive voice response system. The Utility Account number is required to pay via telephone.

Q: How much is the service charge for returned checks?
A: The service charge for returned checks or bank drafts is the highest amount set by Alabama law.

Q: What if I do not pay my account in full by the due date?
A: To avoid interruption of service, prompt payment of the bill is required. If an account is not paid in full by the due date, a late fee will be charged. If an account is not paid in full by the 25th day after the billing date, a delinquent account fee will be charged and the service will be scheduled for disconnection; if the deposit for such account has previously been waived, the account will be charged to bring the deposits to the current amount required. To re-establish service for an account that has been disconnected for non-payment, payment must be made by cash, credit card, money order or cashier’s check.

Q: Can my service be restored after the office has closed?
A: If an account has been disconnected for non-payment and the customer requests that service be restored after water crew business hours, on a weekend, or City holiday, an on-call technician can restore service. An after-hours fee will be charged for this service.

Q: Who do I notify when I move?
A: Please notify the UBO in writing of your expected move date and provide a forwarding address for any deposits that may be refunded to you.

The Auburn Water Works Board and the City of Auburn are here to serve you so please tell us how we can improve our services.