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Start, Stop, Transfer Service

Welcome to the FGUA! We’re glad that you’re here. If you need to setup services, close an account, turn off service, or if you’re moving, you’re in the right place. If you’ve never had service with us before, Click Here to go to our New Customer page.

Start Service

Our current process to establish service involves several steps. These steps are necessary in order to ensure that a person who is establishing service has a right to be at the property requesting water or wastewater services. Please be sure to follow these steps in order to get service turned on quickly.

Step 1: Collect Documents

Gather the appropriate documents that you will need in order to establish service(s). Those documents include: a government issued ID (e.g. Driver’s license, Passport, Military ID, or green card) and a copy of the property title, deed, lease agreement, or closing statement. In addition, you’ll need to know your social security number. Commercial businesses will need to provide their TIN/EIN number. Lastly, you’ll need to know your mailing and billing address.

Step 2: Complete Application

Download and complete an Application for Service form. This application can be found below:

Step 3: Send Application and Documents

Submit your application to the office that services your account. This information is listed on the application. Applications can be mailed, emailed or submitted online. Applications should include a copy of the attached documentation listed in Step 1. Applications without this documentation will not be processed.

Step 4: Make Payment

Upon receipt of your completed application and supporting documents, you will be asked to pay a security deposit and non-refundable connection fee. If there is an outstanding lien on the property, the entire past due balance must be paid. This initial payment can be made via automated phone system.

Customers who submitted their application, documentation, and payment as outlined above should expect service on the date they requested on their application. In some instances, customers may submit their application, documentation, and payment on the same day that they’re requesting service.

Requests and payments received before 1:00pm EST can expect same day service. Requests and payments received for same day service between 1:00pm EST and 5:00pm EST will be subject to an After Hours fee. Requests and payments received after 5:00pm EST will receive service on the following business day.

To assist you with this process, please download/print our New Service Checklist.

FGUA New Service Checklist_result
Download/Print this Checklist

Stop Service

Thank you for notifying us that you wish to discontinue service with the FGUA. Service termination is an available service for tenants who are moving out of the property or property owners who have sold the property.

In most systems, the FGUA does not permit inactive accounts if the property owner is the active account holder. This means that water can be turned off and the meter can be locked at the property owner’s request, but base charges will still be applied to the account until the property is sold or transferred. Base charges are similar to an HOA fee in that it helps cover the cost of maintaining service lines throughout the utility system, including the ones leading to your property.

If and when service has been initiated again, the lines will have been properly maintained, and should be ready for service. Please note that if the monthly base fees are left unpaid for more than 60 days, a lien will be filed on the property. If you have questions regarding this fee, please contact your local customer service office.

For tenants who are moving and property owners who have sold the property, please complete and return the following form. This will assist us with closing your account.

Transfer Service

This section is for customers who already have FGUA for their water and wastewater service and are moving to another location that is also serviced by FGUA. Transferring services can be completed with a written request.

Step 1: Terminate Services

In order to transfer services, customers will want to complete two forms. The first form is the Termination of Service Form. This lets us know that your old account should be closed at your old residence. Once the old account is closed, a final bill is generated. The deposit on the old account is used to pay the final bill and any remaining credit is sent to the customer via check, unless the balance exceeds the deposit. Your Termination of Service form also lets us know where to mail your refund, if applicable. For property owners, it’s important to note that an account can only be closed, once a property has transferred or sold and that base fees will still be applied to the account.

Step 2: Re-establish Service

Next, customers should complete the Service Activation Form. To save money, customers may be eligible to have their deposit transferred to the new account if their previous balance was fully paid. However, the old account must have been open for 12 months and have a good credit history/good standing to be eligible for a deposit transfer. Otherwise, a new deposit will be required on the new account. If your old account had an outstanding balance, this amount will be transferred to the new account and will become due on your new bill along with the current charges from the new location. It is important to note that balance transfers require verification of the account holder’s social security or Driver’s license number. This is meant to ensure that any balance that is transferred is assigned to the responsible party.

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