Frequently Asked Questions

The UBO (Utility Billing Office) provides customer service to Auburn residents and businesses concerning water, sewer, and garbage services.

Contact Us

Location

The office is located in the Bailey-Alexander Water and Sewer Complex at 1501 West Samford Ave (the corner of Shug Jordan Pkwy and Samford Ave), telephone: 334-501-3050, email: serviceorders@auburnal.gov.

Hours

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 at the Bailey-Alexander Complex and across from City Hall at 144 Tichenor Avenue; payments placed in the night-drop boxes after start of business day will be posted to accounts on the following business day. The UBO is not responsible for cash placed in the night-drop.

Services

Starting Requirements

Applicants must be 19 years of age to apply for utility services. Proper identification, a deposit, and a service charge are required to start the 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.

Garbage Services

The City collects household garbage, yard waste and recycling from residences once each week. To find out your neighborhood’s scheduled pick-up day of the week, please call Environmental Services at 334-501-3080 or visit https://www.auburnal.gov/garbage-and-recycling/.

Payment

Payment Options

The UBO offers customers the convenience of several payment options: automatic bank draft, online payment via the City’s web site at https://selfservice.auburnalabama.org/css/ or telephone payment by credit card (Visa, MasterCard or Discover) using our interactive voice response system. The utility account and customer numbers are required to pay online or through the IVR (Interactive Voice Recording) system.

Returned Checks

The service charge for returned checks or bank drafts is the current amount set by Alabama law.

Billing Dates and Late Fees

Payments are due 15 days following the billing date on the bills. A minimum late fee of $5 ($1.50 for water, $1.50 for sewer, $2 for garbage) or 5% of each service will be added to accounts that have not been paid by the close of business on the due date.

Delinquency

Delinquent Accounts

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 reestablish service for an account that has been disconnected for non-payment, payment must be made by cash, credit card, or money order.

After-Hours Fee

If an account has been disconnected for non-payment and the customer requests that service be restored after business hours, on a weekend, or City holiday, an on-call technician can restore service. An after-hours fee of $75 will be charged.

Service Change

If You Are Moving

Complete the UBO deactivation form or the service transfer form in person, online, or by mail at least one business day prior to your expected move date. Please provide a forwarding address for any deposits that may be refunded to you. Forms are located at https://www.auburnalabama.org/utility-billing.