FAQs

Customers may access their account details online by clicking on the Home page and on the Pay Online Logo to sign in and view Account information or contact the Customer Service Department by:

Phone: (772)340-0220
Fax: (772) 871-5771
Walk In: 450 SW Utility Drive, Port St. Lucie, FL 34986
Email: customerservice@slwsd.org
Office hours: Monday – Friday 8:00 AM – 4:00 PM
Use our Contact Us Form

Directions:
From I-95 towards Daytona Beach

1. Take the St. Lucie West Blvd. exit, EXIT 121, East, towards Port St. Lucie / Stadium 0.6 Mi
2. Merge onto SW St. Lucie West Blvd. 1.5 Mi
3. Turn Right onto SW Bethany Drive 0.2 Mi
4. Take the 1st right onto SW Utility Drive 0.02 Mi
5. 450 SW Utility Drive is on the left (See Customer Service Bldg)

A security deposit is collected from each account holder (owner or tenant). This helps protect the District and ensure payment of the utility bill. A deposit is required even if you previously had or are presently established within the District. Accepted method of payment for the deposit are checks or money orders.

Yes, the security deposit is refundable once a specific criterion is met. The criteria consists of holding the deposit for a minimum of two years, the second year must be clean and in good standing (no late notices, penalties, lock offs, returned checks, etc.). Upon meeting the criteria your deposit will be applied to your account on the 25th month. Upon final settlement of a customer’s account, any deposit not already credited to the consumer’s account, will be applied to any account balance due, and any remaining balance of the deposit will be refunded.

Deposits are placed in an interest bearing account however, all interest is reinvested into the operation and maintenance costs of the water & sewer system. This helps offset the costs of providing service which is directly reflected in our base rates.

The District’s rate schedules impose monthly water and wastewater base facility charges upon each service connection so that every month, the District bills its customers for base facility charges plus charges for actual consumption. Therefore, even if a customer has no measurable metered water usage during a given month, the District nonetheless bills the consumer for the monthly base facility charges.

Irrigation service charges are also billed monthly on a fixed rate; however, because irrigation service is not metered, the consumer is not charged extra for usage. Base facility charges for water and wastewater may be found in Schedule A to the District’s utility system rules, and fixed charges for irrigation service may be found in Schedule D. Schedules of charges are available on our website at Current Rate Schedule(PDF, 333KB).

Similar to those of the City of Port St. Lucie and the Fort Pierce Utilities Authority, the utility rates of the District are structured so that all consumers share in the fixed cost of providing utility service. The District’s rates include the water, sewer, and irrigation base as to other utilities they may only provide water or sewer. However, other utilities may only have one or two base rates depending on the types of services they provide. Please Reference the “customer service” tab to view St. Lucie West Services District’s schedule of rates and fees located on our website.

Customers may pay their bills online and over the phone: (866) 252-9322.

As of January 2025, a service fee will be charged when making a payment online and over the phone.

• Credit Card Fee is 3.10% with a minimum of $2.50 per transaction for Visa, MasterCard, Discover, and American Express
• Electronic Check fee is $1.50 per transaction

This fee will apply to payments made (by credit card, debit card, and checking accounts) through the online payment or the automated phone system. This fee is assessed by a third party to process the electronic payment through the billing system and show the payment on your utilities account.

To avoid a fee for electronic payments customers may pay through their personal online banking which will take longer to reach your utilities account.

Visit the Lake Maintenance Schedule page.

Customers may pay through one of the following types of payments to avoid a service fee.

• Checks or Money Orders can be mailed or hand delivered to our office at 450 SW Utility Drive, Port St Lucie, FL 34986.
• Automatic Bank Draft request (form) must be submitted along with a voided check to authorize monthly automatic payments.
• Online Banking through customer’s bank account.

For more information contact our Customer Service staff at (772) 340-0220 or via email customerservice@slwsd.org.

All locations in St. Lucie West have a set irrigation schedule and we ask that all residents and/or business’ be diligent in following the precise schedule. The schedule is strongly enforced based on the current restrictions and reported to the South Florida Water Management District as required. If a warning and/or irrigation penalty is issued to your location, check the time clock at your property. If you need assistance with your irrigation timer and/or irrigation system, please contact your irrigation Company and/or HOA. If the irrigation schedule is unknown please contact the District’s office for details: (772) 340-0220.

Per the District tariff that governs the warnings and penalties set forth in the District Tariff Section # 35 a-g Specific Authority: 120.54.,190.011(5),F.S Law Implemented 120.54, F.S., 190.011(5), F.S., account holders have the final responsibility for all warnings and penalties associated with their specific address. Penalty charges assessed in accordance with this section shall be billed and collected in the same manner as other utility fees and charges provided for in the operating policies.

No, the topping off on a pool will have usage within your average consumption and a credit will not be approved for this reason.

Hoever, if you filled the pool due to a leak or damage, you may submit a request for a sewer credit by submitting the request in writing with a copy of the invoice of the pool company showing the pool was repaired and date it was refilled. Send to customerservice@slwsd.org or fax (772) 871-5771.

Monies will be drafted as scheduled on the statement. (Usually 20 days from the bill date unless the 20th falls on the weekend or holidays).

All retention ponds within St. Lucie West are owned and maintained by the St. Lucie West Services District with the exception of Lake Charles. Storm water retention ponds are designed, permitted and built to hold storm water for a designed period of time before discharging to a downstream basin or off site at a permitted CFS (cubic feet per second) rate of discharge.

There is no fishing allowed in the District owned retention ponds. The fish have been stocked in several retention ponds for biological control of certain vegetation and control of midge flies.

For Liability reasons the District does not allow any fishing, swimming, or boating in any of the retention ponds owned by the District.

A customer may submit a request to the District asking to remove trees getting too close to the home. District will send staff to assess the situation and verify property boundaries to determine responsibility. Staff will identify where the preserve area begins and where the HOA easement or private property ends to confirm whether the maintenance falls under the District’s jurisdiction. If the District is responsible, the work will be scheduled for staff to trim any limbs extending onto the customer’s property.

Notes:

• The District removes exotic plant material from District-owned wetlands and buffer areas on a regular three-year rotation.
• HOA easement boundaries vary and may affect which entity—either the HOA or the District—is responsible for tree removal.

If the leak is after the point of entry and/or the water meter then you may need to contact a plumber (home owner’s responsibility). If there is a leak repaired at your property the consumer shall file the written statement contesting the charges within sixty calendar days of the date the charges were assessed to the account. Keep in mind that depending on when the meter is read and when the repair was made, leak (high usage) may reflect on a couple of statements.

The written statement shall contain the consumers’ name, service address, mailing address if different than service address, an explanation outlining the reasons why the charges are being contested, and any supporting documentation should be included such as the plumber’s bill and date of repair. When the review is completed by the Billing Department the consumer will receive a written statement informing them if the sewer credit has been approved or not. 

More information on irrigation(PDF, 242KB)

You will need the following:

• Application for utility service
• Proof of Ownership (if Tenant, provide a copy of signed lease by both parties)
• Legal form of identification (i.e: Drivers License) and If business also include Tax ID #
• Release of liability Form
• Applicant must contact the office to determine if any payments and deposits are required at time of application.
• Applicant must have complete legal possession of property prior to establishing an account with the District. We required one business day’s notice to establish an account.

If you are the Owner or representative for the owner:

• Submit via email, fax or in person a copy of the signed Settlement Statement or any document that removes your responsibility from the property.
• Email your new address or billing information to: customerservice@slwsd.org or fax: (772) 871-5771 (Address: 450 SW Utility Dr., Port St Lucie, FL 34986).
• A final bill will be created with charges up to date of termination and will be sent to you according to your account settings; (auto draft, or bill by email or USPS mail to the address on file or if a new address was given).

If you are the Tenant:

• Contact customer service at (772) 340-0220, fax (772) 871-5771 or via email at customerservice@slwsd.org with at least one business day notice from date you are moving out.
  • If date is more than 5 days you will need to request in writing.

Please allow at least one to three business day notice to process the request according to Section 16: Termination of Service Account.

SECTION 16: TERMINATION OF SERVICE ACCOUNT:

(a) It shall be the obligation of the consumer to notify the District of circumstances for which termination of a service account is requested, which shall include rendering proper identification and legal documentation of termination of ownership or other interest in or to the property. After proper notification, the District shall have a reasonable time not to exceed three (3) business days in which to discontinue service. The consumer shall be responsible for all service charges incurred to the final reading(s) and final billing for the property.

(b) Consumer deposits shall be applied to balances due as provided in Section 9 of these policies. Insufficiency of deposits to cover delinquencies or final charges upon termination of service at any consumer location shall, as to any applicant for service at such location, be governed by Section 6 (Withholding Service) of these policies.

Specific Authority:       120.54, F.S., 190.011(5), F.S., 190.035, F.S.

Law Implemented:       120.54, F.S., 190.011(5), F.S., 190.035, F.S.

History:                           Adopted 1992

                                         Revised; May 7, 2013

You will need the following:

• Application for Utility Services signed by authorized party
• Acknowledgement and Release of Liability signed by authorized party
• Provide proof of legal representation for the property
• Legal form of identification for individual opening the account (i.e. Driver’s License)
• Tax ID if business
• Full payment of debt on property if any amount is due
• Deposit in the form of a check or money order only.
• One business day notice

Examples for Proof of legal representation are:

• Signed contract or proof of legal rights to the property
• Certificate of title
• If Realtor/Broker with assignment (provide signed letter assigning you to the property)
• If third party is selling property for the owner (provide a copy of signed agreement or power of attorney)

Realtor/Broker must submit a written request to receive account balance information to customerservice@slwsd.org or via fax (772) 871-5771.

• Utility Inspection Request Form
• Acknowledgment and Release of Liability “Waiver” signed by the owner of the property or legal representative.
• Provide proof of ownership or legal representation. Examples are:
  • Signed contract
  • Signed assignment letter assigning realtor, or business to property
  • Proof of legal rights or ownership to the property of person/party assigning property (power of attorney)
  • If third party is selling property for the owner, provide signed agreement
  • Certificate of title
• Payment of $25.00 upon application (Check or Money order)
• Turn on and shut off must occur on the same day.
• One business day notice is required.

The consumer may contest charges by submitting a written statement within sixty calendar days of the date the charges were assessed to the account. The written statement shall contain the consumers’ name, service address, mailing address if different than service address, an explanation outlining the reasons why the charges are being contested, and any supporting documentation should be included.

When the review is completed by the Billing Department the consumer will receive a written statement informing them of the results.

The applicant shall contact the Customer Service staff at (772) 340-0220 or email customerservice@slwsd.org to make inquiry as to the delinquent status of a location. The delinquent amount shall be paid prior to the applicant establishing a utilities account with the District.

The District may withhold service to a consumer who makes application for service at or upon a location for which prior service has not been paid in full to the date of such application. It shall be the responsibility of the applicant to make inquiry as to the delinquent status of the account and bring said account current as a condition precedent to continuation of service. The District shall maintain current records of outstanding accounts and shall make such information available to the public at its offices during normal business hours. Service may also be withheld for service installations, which are not complete or are not in compliance with District requirements.

• Section 6: (Withholding Service) (PDF)(PDF, 150KB)
• Section 6: (Withholding Service) (RTF)(RTF, 94KB)

Open the attached file which includes the operating policies and procedures including the tariff for the Utilities Systems.

• Chapter III Operating Policies and Procedures (PDF)(PDF, 388KB)
• Chapter III Operating Policies and Procedures (RTF)(RTF, 451KB)

Complete a Work Authorization Application located on the Stormwater Engineering Documents page and submit to the District Engineer at:

Infrastructure Solutions Services
Attn: Neako Villamil, El
7175 Murrell Rd.
Melbourne, FL 32940
Main Line: (321) 622-4646

Each location should have an irrigation clock, and the schedule should be adhered to the box where the clock is located. If you are missing a label with the schedule, please contact our customer service staff at customerservice@slwsd.org and a label will be mailed to you.

Customers are allotted irrigation water for 30 minutes twice a week. M,W,F, for odd numbered homes, T & TH for even numbered homes. Dry conditions may dictate irrigation water restrictions. Reference News & Announcements on the home page for any restrictions.

The irrigation pumps are turned on Monday 9:30 A.M. and turned off Friday 9:30 A.M. unless there are restrictions. The irrigation system remains operational during the day strictly for maintenance and repairs. Reference News & Announcements on the home page for any restrictions

You can receive text or email notifications when there is a water leak or unusual water usage by using the “Manage Alerts” feature in your Online Billing Portal. Follow the steps below:

Step-by-Step Instructions

1. Visit the Portal
   Go to the Utility Billing Portal.
2. Log In
   Sign in using your email and password.
3. Navigate to Alerts
   • For single account: On the portal home page, select “Manage Alerts”
   • For multiple accounts: On the portal home page go “More” > “Consumption” > “Manage Alerts” if managing multiple commercial accounts. Re-do this for each account.
4. Choose Your Notification Method
   Under the “Usage” page, select your preferred notification method (email or text message).
5. Set Up Leak Alerts
   Select “Leak Alerts” and click “Sign Up” to receive notifications if a leak is detected.
6. Set Up Consumption Threshold Alerts
   Choose “Consumption Threshold Alerts” and enter the number of gallons that exceeds your typical daily usage. Then click “Sign Up” to receive notifications when that limit is surpassed.

There are two annual Non-Ad Valorem assessments from the St. Lucie West Services District, included in your annual property tax bill:

• Benefit Assessment: This funds special projects that benefit either the entire District or specific areas within it. An example is the Post Office Ditch Project, which benefited the entire District.

• Maintenance Assessment: This supports the ongoing operations and maintenance of stormwater systems, retention ponds, wetlands, upland preserves, and rights-of-ways. These are vital, especially during storm/hurricane season—to prevent/mitigate flooding.

These fees are separate charges from your monthly water bill and is paid once a year through your property tax bill.

Important note about how to pay your property taxes:

Property taxes are paid to St. Lucie County, not through us. All property tax payments must be made directly through the St. Lucie County Property Appraiser’s Office. If you need to pay your property taxes or have related questions, please contact their office at (772) 462-1000, or visit their website.

When the customer detects a water leak at their property, they may fix the leak and notify the District of the repair and customer may submit a written statement contesting the charges of a high bill due to the leak.

• The written statement shall contain the consumers’ name, service address, an explanation outlining the reasons why the charges are being contested, and any supporting documentation should be included such as the plumber’s bill and date of repair.
• District staff will review the request and the customer will receive a letter informing them if the sewer credit has been approved or not.

NOTE: Customer’s may receive Leak Alerts via email or text by logging in to the utility billing site and signing up for “Manage Alerts." 

If District staff receives notification from the meter software that it detected continuous water flow at customer’s property for the past 24 hours:

District staff will contact the customer of the leak notification and that the leak is on the customer’s side of the water service line.

The customer will be notified that they are responsible for locating and repairing this leak within 10 business days from the date of this notice in order to qualify for a sewer credit. 

•  If the customer anticipates any delays in making the repairs by 10 business days from the notice, the customer should contact our office prior to the deadline. This will allow staff to place a note on the account according to the customer’s situation.

To prevent unnecessary water usage and high bills while customer schedules the repair, the customer may request that we temporarily shut off your water service.

• If water was shut off the account holder is responsible for locating and repairing the leak.
• To help avoid higher water bills and to conserve water, we strongly recommend repairing any leaks as soon as possible. Once the repairs are complete, please contact our office to schedule service restoration. (If you are not home at the time water service is restored, we must have a signed waiver on file authorizing us to turn the water back on.)
• If the water was left on at your request or if you anticipate any delays in completing repairs, please contact our office before the 10-business day deadline and we will add a note on your account regarding your situation.

When a leak is repaired within 10 business days from the date of the leak notice the customer may be eligible for a sewer credit.