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Administration

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1. How do I add an FAQ?

Enter brief answer. Add in draft mode.

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Automated Meter Reading

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1. What is happening on my property?

The city contracted with Aqua Metric and Utiliuse to install automatic meter readings in West U. Utiliuse employees will visit each West University home during a 6 month period beginning September 9, 2014. Every employee will have an Utiliuse identification badge and uniform.

2. Does the installation take place inside or outside my home?

The installation will take place outside and will not require anyone entering your home.

3. Do I need to be home for the installation?

The installation does not require residents to be at their property. Utiliuse employees will knock on doors to make sure water interruption does not disrupt residents. If you are not home, Utiliuse will proceed with the installation.

4. Will my water service be interrupted during the installation?

Yes, the installation will require a short service interruption. Utilities employees will notify any residents who are home prior to interrupting water service. If you are not home, staff will proceed with the installation.

5. How will I know when it is time for my home AMR installation?

You will be notified via mail when your home is on the schedule for installation.

6. Who can I contact if I have additional questions?

Please direct all questions about this project to Gerardo Barrera or Patrick Walters. Staff Directory

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Click West U

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1. What is Citizen Relationship Management (CRM) software?

Citizen Relationship Management (CRM) software helps local government agencies be as responsive to citizens as possible. Citizens can still request a government service by using the phone, by fax, or in person with the added benefit of submitting their request into the CRM system via an employee or on the city website for easy tracking and guaranteed follow-up.

Compared with the way many agencies still handle citizen contacts (simple email, handwritten forms, or verbal messages), CRM is a huge leap forward in efficiency and requires no new City hardware or software. Click West U is the name for the CRM software developed by the City’s vendor, Government Outreach, Inc.

2. How will Click West U help the City?

Click West U allows City officials to better analyze needs and trends while increasing the amount of work accomplished by staff. The system includes numerous features, including automatic reports delivered to managers describing the status of citizen requests, customer satisfaction surveys, and automatic follow-up communications to citizens.

3. How will Click West U help citizens?

Click West U offers many benefits to those who live, work, or do business in the City. The system ensures that no citizen request will get lost or sit on the desk of a supervisor who not in the office.

Citizens can also track their own complaints or requests and receive updates. The system can automatically send updates on issues of interest to individual citizens and educate citizens using frequently asked questions.

4. What about citizens who don’t have computer access?

Citizens who contact the city by phone (713-668-4441), fax, or in person at 3800 University Boulevard, will have their request entered by a staff member and will be offered a choice of how they would like to be updated on the status of their request.

5. Will the city keep records of citizens who make contacts? What about privacy or confidentiality issues?

Citizens who submit a request are offered a choice of providing their contact information for tracking and follow-up or remaining anonymous. The City recognizes that some citizens or business operators may wish to provide information anonymously, and the system allows them to easily do so. Those who choose to provide their contact information are offered several communications options for tracking and follow-up.

6. Do citizens have to submit their requests in English?

Click West U allows citizens to submit their requests in a variety of languages through a built-in translation program. The system allows the city to connect with citizens in the language with which they are most comfortable.

7. Where can I get the Click West U app?

The Click West U app can be downloaded from the following locations for iPhone and Android.

8. How do I use the Click West U app?

View a brief user tutorial (PDF).

9. How does Click West U work?

A typical scenario would include a citizen needing to contact a city department for a service - this could be to report a water leak, a missing or damaged traffic sign, etc. Instead of the citizen looking up a telephone number to call the city, or stopping by a city facility in person, they can report the issue through Click West U.

Requests can be made online or through the mobile phone application. The resident will then complete a simple electronic form - they can choose to provide their name or remain anonymous. A tracking number is provided for each request. The request is then sent to the appropriate city staff person who can be dispatched to resolve the issue.

Through Click West U, city staff can track all requests, make notes of the work completed, or provide an explanation of why the work will be delayed or cannot be completed. That information is automatically sent to a citizen (if they provided email) who requested the work.

Learn more about Click West U online.

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Development Services

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1. Do I need a permit to install/replace a fence?

Yes. A copy of the survey is required to be submitted with the fence application.

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Finance

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1. How do I purchase a West U auto decal?

The West U auto decal can be purchased in the Finance Department, 3800 University Boulevard, or in Public Works Permit Office, 3826 Amherst. The cost is $1.00 per sticker and you must show proof of residency. Auto decals are not required for parking in West U.

2. How can I get my utility bill by email?

You may choose to receive a hard copy of your bill by mail or receive an electronic copy by email. If you want a hard copy, you don't have to do anything; that is the standard method of delivery. However, if you want an electronic bill, contact the Finance staff at 713.662.5826 or 713.662.5824 and request the change. We will need a valid email address on file. By selecting an email bill, you will receive your bill as soon as we send the printer the bill file, approximately 5 days earlier than mail delivery.

3. Can I pay my utility bill over the phone?

Unless your service has been disconnected for non-payment, we do not accept payments over the phone.

4. How can I pay my utility bill?

We offer automatic draft on a checking account and recurring/one-time payment using a Visa, MasterCard or Discover credit card through our Citizen Access service on the website. In addition, we accept payment by check, money order, credit card and cash at the Customer Service window in City Hall. We accept checks and money orders in the mail and drop box on Amherst. Please do not send cash through the mail or through our drop box. For more information, call 713.662.5826 or 713.662.5824.

5. What are the court hours?

Municipal Court meets on three Tuesdays each month at 6 pm in the Council Chambers. However, the court clerk's office hours are 7:30 am - 5:30 pm. People who have received tickets may contact the court clerk during those hours for information or to pay tickets, set up defensive driving or make bonds for example. For information about what services are available outside the scheduled court date, call 713.662.5825 of 713.662.5854.

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Fire Department

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1. What is the ISO or PPC rating of West University Place?

The City of West University Place currently has an ISO or PPC rating of 1, the highest rating awarded. We are extremely pleased that this rating will benefit the citizens through lower homeowner insurance rates. Be sure to call your agent!

2. Can the fire department help me with my smoke detectors?

As a service to the community, the Fire Department will assist those in need with their smoke detectors.

The Fire Department will come to your house and check your smoke detectors function and / or replace batteries as needed. To schedule a visit, please call 713-662-5835 and ask for a fire officer.

3. How do I schedule a fire station tour?

To schedule a tour of the fire station, please call 713.662.5835 and ask to speak to a fire officer on duty. Fire station tours are scheduled as time allows and may be interrupted due to emergency responses.

4. How do I schedule a child car seat inspection/installation?

The West University Place Fire Department has personnel certified by Safe Kids USA to perform child restraint system inspection/ installations. This service is provided only to residents of the community and is free of charge. This service is provided by appointment only and inspections are generally scheduled between the hours of 8 AM and 5 PM. Please call 713-662-5835 to schedule an appointment. Ask to speak to a fire officer.

5. How do I get a copy of a fire report?

The City of West University Place Fire Department generates an incident report for every call for service including fire and medical responses. We comply with Texas Safety and Safety Code, Chapter 773 Subchapter D. Confidential Communications and Chapter 181 Medical Records Privacy, HIPAA, and other applicable medical confidentiality parameters, as well as the Retention Schedule for Records of Public Safety Agencies as outlined in Government Code section 441.158.

To obtain a copy of a Fire or EMS report, please contact our Administrative Offices at 713-662-5836 or 713-662-5837or visit our main office located at 3800 University Blvd, Houston Texas, 77005 Monday through Friday, 8am to 5pm. Please call ahead so we may locate the report for you in advance of your arrival. Reports may be delayed if they are awaiting completion or missing information.

EMS Patient Care Medical Records are restricted in disclosure in accordance with the Health Insurance Portability and Accountability Act (HIPAA). In order to obtain a complete copy of an EMS Patient Care Report, you must demonstrate proof of the following:
You are the patient listed on the EMS/Medical Report. Picture ID required.
You must sign in person for the report after showing proper identification. We will not fax or e-mail you an EMS Patient Care Report.
If the patient is a minor, or you are the legal custodian of an orphan, the elderly or other circumstance, you must provide legal documentation for our review.
An EMS Patient Care Report may also be obtained by a court order, or by providing legal authorization through a law firm representing you as a client.

These procedures are required in order for compliance with the HIPAA and other medical confidentiality legislation to assure protection of your private health care information. We appreciate your understanding as we comply with federal law. For more information contact the City of West University Place Fire Department Administrative Offices at 713-662-5836 or 713-662-5837 or visit us at 3800 University Blvd. (adjacent to City Hall)

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Forestry

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1. How can I apply for a tree from the Tree Trust?

Apply for a complimentary 30 gallon container-grown tree from the Tree Trust. Trees will be planted (only in the area between the street and sidewalk), staked, mulched and fertilized. Deadline for this year's planting is November 28. Fill out a Tree Trust Application to begin the process. Tree Trust Application (PDF)

2. Do I need a permit to cut down a tree on my private property?

Yes, an application must be submitted to remove any tree. Once the Urban Forester inspects the site, a permit will be required under the circumstances outlined in the following resource. Cutting Down a Tree

3. How do I get a permit to remove a tree?

You must first fill out a tree removal application. See the tree removal resource for more information. Tree Removal Permit

4. If I cut down a tree will the city make me plant trees?

City regulations require that all trees to be removed be evaluated to determine replacement inches. The evaluation determines the amount of inches that must be replaced. Read more about replacement trees. Planting Replacement Trees

5. Do I need a permit to prune trees on my property?

No permit is required for normal pruning of trees. If more than 30% of existing tree foliage is to be removed, a permit may be required. It is recommended to have a professional tree service perform tree pruning.

6. Can I prune neighbor’s trees hanging over my property?

Yes, you have the right to prune branches hanging into your property. However, you do not have the right to damage the tree (incorrect pruning or removing more than 30% of the tree's foliage). It is highly recommended that you discuss your intentions with the neighbor before any pruning occurs to prevent misunderstandings or accusations of damage or trespass.

7. Will the city remove or prune trees in the right of way in front of my house?

No, city regulations state that the property owner is responsible for the maintenance of trees in the right of way. The local utility company, CenterPoint Energy, prunes trees that conflict with certain power lines. CenterPoint Energy

8. How do I get a free tree from the Tree Trust?

Fill out an application. Tree Trust Applications are available online and at the Development Services Office. Normally trees are planted once a year around December or January. Trees are planted on a first-come basis depending on the amount of funds available in the account. Tree Trust Application (PDF)

9. My house is on 2 lots; can I get 2 free trees?

No, only one tree per household.

10. Can the forester come out and look at my trees and tell me what I need to do to keep them healthy or what is wrong with them?

No, the forester cannot act as a consultant to residents. Please contact a professional tree service or consulting urban forester.

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General FAQs

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1. How do I sign up for DirectLink, the City's alarm monitoring system?

To learn more about DirectLink, or to sign up, click here.

2. How do I report a streetlight outage?

To report a street light outage, please contact CenterPoint Entergy at http://www.centerpointenergy.com/en-us/business/in-your-community/electric-outage-center/report-streetlight-outages?sa=ho

You will need the streetlight number on the pole for the report.
CenterPoint Energy.

3. How can I monitor power outages in the area?

To report or monitor power outages in the area, contact the CenterPoint Energy website at http://gis.centerpointenergy.com/outagetracker/

4. How do I schedule a child car seat inspection / installation?

The West University Place Fire Department has personnel certified by Safe Kids USA to perform child restraint system inspections / installations. This service is provided only to residents of the community and is free of charge.

This service is provided by appointment only and inspections are generally scheduled 8 a.m. - 5 p.m. Please call 713-662-5835 to schedule an appointment and ask to speak to a fire officer.

5. How do I rent Colonial Park facilities?

All Colonial Park reservations are made through the West University Place Recreation Center at 4210 Bellaire or by calling 713-662-7420.

6. How do I reserve a tennis court?

The front desk staff at the Recreation Center are all able to take phone reservations for our West U tennis pass holders. Please call 713-662-7420 to make your reservation.

7. How do I report an apparent health code violation of a restaurant in West U?

The Director of the Harris County Health and Environmental Services Department is the City of West University Place's health authority, and the Harris County Health and Environmental Services Department (Environmental Health Services Division) can be contacted at 713-439-6270 to report complaints regarding restaurants.

8. How do I reserve the Community Building or Scout House?

To reserve the Scout House (6108 Edloe) or the Community Building (6104 Auden), reservations should go through the Community Building staff at 6104 Auden. Please contact Toby at 713-662-5897 or Brett at 713-662-5896.

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Human Resources

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1. Medical, Dental, and Vision Insurance

The City offers a variety of options for employees and their family. Medical, dental and vision plans include spouse, children, and family coverage, in addition to employee only coverage. There is no waiting period for these benefits and are effective from date of hire. For full information on current plans and premium schedules, contact Human Resources.

2. Life and Accidental Death and Dismemberment (AD&D) Insurance

The City provides a $30,000 Life and AD&D policy at no cost to the employee. An additional $90,000 policy ($120,000 total) is provided for fire fighters and police officers. Employees are given the option to purchase additional life insurance for themselves and their dependents.

3. Short- and Long-Term Disability Insurance

The City provides disability insurance for periods of extended disability due to an accident or illness. Coverage is generally available after the elimination period of 60 days or 180 days, whichever applies.

4. Texas Municipal Retirement System (TMRS)

TMRS is the primary retirement plan offered by the City. Participation is mandatory and becomes effective on the first day of employment. Your tax deferred contribution will be 7% of your gross income and the City's contribution is approximately twice that amount, depending on actuarial determinations (7%, 2:1). You may retire with benefits after five (5) years of service at age 60 or with 20 years of service at any age. If you should die while still in the City's employment, TMRS provides a death benefit payable to your beneficiary that would equal approximately your current annual salary. If you are a retiree, your death benefit would be $7,500.

5. Deferred Compensation - 457 and Roth IRA

The City offers voluntary participation in a 457 tax deferred compensation plan through ICMA Retirement Corporation. This allows employees to defer amount of compensation on a pre-tax basis under existing regulations. The City does not match any deferred compensation, but offers it as an alternative investment opportunity. The City also offers an optional Roth IRA through ICMA-RC as well.

6. Flexible Work Schedules

Most employees work a 9/80 schedule (work 80 hours in nine days, with a tenth work day scheduled off). Some departments also work 12-hour shifts, others work four 10-hour shifts in a week, and our fire department works a 48 hours on and 96 hour off schedule. These flexible schedules allow a greater work life balance for employees and reduce the number of times an employee has to commute in a given work week.

7. Holidays

The City recognizes ten paid holidays for full-time employees:

• New Years' Day
• Good Friday
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Day following Thanksgiving
• Christmas Day
• One additional Christmas holiday
• One "floating holiday" (after a minimum of six months of employment)

8. Vacation

Employees accrue vacation each pay period based on years of service. Vacation may be used for paid time off work, subject to approval by the supervisor. For full-time employees, the accrual rates are:

• Four (4) years of service or less - 6.667 hours per month
• Start of the fifth (5th) year of service but fewer than 12 years of service - 10 hours per month
• At the start of the twelfth (12th) year of service - 13.333 hours per month
• At the start of the twentieth (20th) year of service - 16.667 hours per month

The accrual rates for shift Fire Department personnel are:

• Four (4) years of service or less - 10 hours per month
• Start of the fifth (5th) year of service but fewer than 12 years of service - 15 hours per month
• At the start of the twelfth (12th) year of service - 20 hours per month
• At the start of the twentieth (20th) year of service - 25 hours per month

9. Personal Leave

Personal leave is provided to employees at the rate of 8 hours (12 for Shift Fire personnel) per quarter for all full-time employees at the beginning of each quarter (January, April, July, and October). Personal Leave does not accrue beyond the calendar year and unused hours shall be paid at the end of each year. Employees may use personal leave for any purpose, subject to approval by their supervisor.

10. Sick Leave

Sick leave with pay shall be granted when an employee has a physical incapacity not incurred in the line of duty, a personal illness or immediate family member illness, or enforced quarantine. Sick leave shall be accrued at the rate of 120 hours per year for all full-time personnel. For Fire Department shift personnel, they shall accrue 180 hours per year. 

The City also developed a sick leave incentive program to reward good attendance by annually converting a portion of their unused sick leave into vacation if the employee elects. Full-time employees with 12 months of service are eligible to convert leave time based on the following:

• 0 Days taken: May convert 3 days of sick to vacation
• Up to 1.5 days taken: May convert 2 days of sick to vacation
• More than 1.5 days but not more than 3 days: May convert 1 day of sick to vacation

11. Wellness Program

The employee wellness program provides the foundation for the City to develop activities and modify work environments to support the health and well-being of City employees. Department Heads are strongly encouraged to be flexible and support employee participation in wellness activities and initiatives. The goal of the program is to identify risk and provide avenues for behavior modification to reduce chronic disease and reducing medical costs associated with an unhealthy lifestyle.

In support of the West U Wellness Program, the City encourages employees to engage in a regular program of exercise to increase their levels of physical activity. Department Heads may approve an employee's request to use up to 45 minutes of paid time each scheduled work day, up to three days per week, during normal working hours for the employees to exercise at city-owned facilities.

12. Employee Assistance Program (EAP)

The City offers a free program that can assist and refer employees who have the need for help with personal problems that can adversely affect his or her health and job performance. The program is confidential and professional assistance is there to help you and your immediate family members. 

13. Longevity

After completion of one year of service, full-time employees are eligible for longevity pay. Longevity pay is $5.00 per month will be provided for each year of service rendered to the City. Longevity pay is in addition to base salary and is paid annually in December.

14. Tuition Reimbursement

Tuition reimbursement will be provided for tuition costs up to $5,000 per year offered by accredited educational institutions. Reimbursement is provided as an incentive for employees to improve their skills and upgrade their performance by assisting employees with educational assistance for courses directly related to the essential functions of their present job, or in line with a position that the City believes an employee can reasonably achieve. Classes and course work must be completed on the employee's own time, maintain a grade average of "C" or better, and this benefit is coordinated with and secondary to any other source of funds you may receive for the purpose of attending classes. If an employee takes a leave of absence for educational purposes, they will not be eligible for tuition reimbursement.

15. Training Schools

Upon approval of your department director, training schools are available to employees who are required to attend mandatory training for certification purposes or maintain certification at the City's expense.

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Internal Testing

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1. How do I add an FAQ?

Enter a brief answer. Make sure you use spell check. Also, make sure you add in draft mode. Best Practice!

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Parking Etiquette Program

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1. What information will be recorded by the city?

The following information will be recorded by the city when a courtesy notice, warning notice and/or citation is issued:
Date
Location
License plate number and state
Make/model and color of vehicle

2. How will the Parking Etiquette Program affect parking enforcement?

If your car is parked in violation of motor vehicle or traffic laws of the state, including the Texas Transportation Code, enforcement officers will have the discretion to issue notices, warnings or citations on an escalating scale:

1st Violation: Courtesy Notice
2nd Violation: Formal Warning
3rd Violation: Parking Citation (including a monetary fine)


Please note: Courtesy notices and warning tickets are at the complete discretion of the ticket writer. In the event of an immediate or impending danger to public safety, a ticket may be issued for the violation upon first notice, or the vehicle may be towed.

For reference, please see a sample courtesy notice (PDF).

3. What parking violations are included in the Parking Etiquette Program?

The most common parking violations for which a driver could receive a ticket include the following:

Parked over 18 inches from curb
Parked on a sidewalk or crosswalk
Parked in front of a driveway
Parked within 15 feet of a fire hydrant
Parked within 20 feet of a crosswalk
Parked within 20 feet of an intersection
Parked within 30 feet of a stop sign
Parked within 30 feet of approach to signal
Parked in excess of 72 hours
Parked facing wrong way

The violations listed above are not comprehensive. Courtesy notices and warning tickets are at the complete discretion of the ticket writer.

4. Why do we have a new Parking Etiquette Program?

The Parking Etiquette Program is the result of months of studying on-street parking issues within city limits. Residents have voiced their concerns regarding the current state of on-street parking and their suggestions for improvement. Residents made it clear that they didn’t want sweeping changes to current street parking regulations, but rather wanted violators to be handled on a case-by-case basis.

5. What if I have more questions?

Additional comments or questions can be addressed to streetparking@westutx.gov.

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Parks and Recreation

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1. How do I rent Colonial Park facilities?

All Colonial Park reservations are made through the West University Place Recreation Center at 4210 Bellaire or by calling 713.662.7420.

2. How do I reserve a tennis court?

The Customer Service Representatives at the Recreation Center are able to take phone reservations for our West U tennis pass holders. Please call 713.662.7420 to make your reservation.

3. How do I reserve the Community Building or Scout House?

To reserve the Scout House (6108 Edloe) or the Community Building, please contact the Senior Services staff at the Community Building staff at 6104 Auden at 713-662-5896.

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Solid Waste & Recycling

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1. Where can I dispose of plastic grocery bags?

Many local grocers provide recycling for all light plastic bags, film and produce bags. Local retailers, such as, Kroger, Randall's and HEB, provide a collection bin at their entrances. Whole Foods accepts plastic bags at their customer service counter.

2. Can I dispose my medicines and needles in the trash?

Sharps, needles and lancets need to be stored in a home sharps container that can be purchased at any pharmacy and sealed when full. Disposal may be done by mail. Sharps Compliance, Inc. (800.772.5657) and MedWaste Tracker (866.699.6466) are 2 Houston-based companies that provide this service.

Expired and unwanted pharmaceutical drugs may be disposed of by either purchasing a takeaway envelope from your local pharmacy for a nominal fee, or participating in a Prescription Drug Take-Back Day offered by the US Drug Enforcement Administration (DEA) twice a year. For more information on this event, visit the

National Take-Back Initiative site.

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Utilities

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1. What utilities does West University Place provide?

The City of West University Place provides water, sewer and solid waste services to residents. We also provide the opportunity to recycle to those residents who are interested. We do not provide electricity, gas or cable. Utilities are billed monthly, one month in arrears.

2. How do I set up my utility service?

Utility service may be set up from 7:30 a.m. to 5:30 p.m. Monday through Friday at City Hall, located at 3800 Boulevard. Service will not be started/terminated on the same day as application, holidays or weekends. All documentation must be received by 4:00 p.m. the business day before the requested connection/termination. Any documents received after 4:00 pm on a given day will be processed the next business day for start the following business day. 

All residents of West University Place will need to set up utility service. Our city does not "transfer" services from one owner to the next or from landlord to renter. Each party is responsible for connecting service and then terminating service when they leave the city or move to another residence in the city. You will be responsible for the account until it is terminated by you whether you still reside there or not. You will need to contact the utility billing department at 713.662.5824 to set up service or come to the Finance Department at City Hall. Before doing so, please read the following so that you have the necessary documents available. 

As a home owner, you do not pay a deposit but you do pay a $50 connection fee. The Utility Department requires a photo identification of the owner and spouse, adult roommate or adult partner. The driver's license is used for identification purposes only. The department will discuss utility issues such as billing with only persons listed on that account, so it is imperative that we have all the vital information. We will also need the front page of your purchase contract or other proof of ownership to verify that you are the home owner of the location for which you want service. The connection fee will be charged on your first month's billing. Documentation MUST be received by 4:00 p.m. the business day before connection. 

As a renter, you will pay a deposit of $200 in addition to a $50 connection fee. The Utility Department requires a photo identification of the renter and spouse, adult roommate or adult partner. The driver's license is used for identification purposes only. The department will discuss utility issues such as billing with only persons listed on that account, so it is imperative that we have all the vital information. We will also need the front page of your lease agreement to verify that you are the renter of the location for which you want service. The deposit and connection fee will be charged on your first month's billing. When you leave the city or change residences, the deposit will be applied to your final bill; you will then be billed for the remainder of your final bill or will receive a refund, whichever is appropriate. Documentation MUST be received by 4:00 p.m. the business day before connection. 

If you come into the office, please bring photo identification for all adults as listed above as well as the contract or lease agreement information as required. If you call the department, please be prepared to FAX (713.662.5804), email or bring those documents to City Hall. Service will not be scheduled until the department has received the documents; documentation MUST be received by 4:00 p.m. the business day before connection. 

Owners of new construction --- you will not be able to start a utility account until AFTER your certificate of occupancy is received in the Finance office. Moving into a home while still under the builder's name may result in fines.

3. How do I terminate my utility service when I move?

Utility service may be terminated from 7:30 a.m. to 4:00 p.m. Monday through Friday at City Hall, located at 3800 University Boulevard. Service will not be terminated on the same day as application, on holidays or on weekends. Documentation received after 4:00 p.m. will be processed for the following business day.

All residents of West University Place are required to terminate utility service when they move from one residence to another residence within the city or when they move from West University Place. Our city does not "transfer" services from one owner to the next or from renter back to landlord. Each resident is responsible for connecting service and then terminating service when they leave the city or move to another residence in the city. The resident (renter or owner) is legally responsible for the account until it is properly terminated whether they still reside in West University Place or not. You are not released from legal liability until the termination process has been completed as follows.

Contact the utility billing department at 713.662.5824 or come to the Finance Department at City Hall to schedule the termination of your utility service. If you call the office, you will be required to also provide written verification of the termination information by FAX (713.662.5804) or e-mail to billinghelp@westutx.gov. The termination form includes, and requires, all of the following information:
• Name of the account
• Address for service termination
• Rent or own?
• Daytime contact number
• Forwarding address
• Date requested for termination (no same day, no holidays, no weekend)
• Signature of account holder

As a renter, you paid a deposit of $180 in addition to a $50 connection fee. When you leave the city or change residences, the deposit will be applied to your final bill; you will then be billed for any remainder or will receive a refund, whichever is appropriate. Without your termination information, we will be unable to provide refunds.

4. How do I set up an automatic bank draft for utility payment?

The City of West University Place offers its utility customers the option to set up an automatic draft (ACH) on their checking account. This option is done in-house, at no cost to the customer. On the monthly due date, the account is drafted for the amount owed that month. The customer will still receive a paper bill in the mail or be able to view the account online; the paper bill will be marked "DO NOT PAY."

If you choose to use this option, you must fill out the "Automatic Bill Paying Application." Return the application with a VOIDED check to 3800 University Blvd. Depending on the time of the month you make application, your next payment could be drafted; please be sure to ask staff. For more information, call LaVerne at 713.662.5824.

NOTE: If you choose to use this program, it is your responsibility to inform the Utility Department when you have changes to your checking account, such as the closing of one account and opening of a new account, the sale of a bank resulting in change to routing or account numbers, etc.

5. What is the link to pay online by credit card?

To view your bill online or to pay by credit card, visit Citizen Access at https://innoprise.westutx.gov/citizenaccess/ Citizen Access portal.

6. How do I pay/view my utility bill on-line?

For more information on online bill access and payments, visit our Citizen Access at https://innoprise.westutx.gov/citizenaccess/

Payments and Bills page.

7. Does West U really read the water meters each month or is it estimated?

The City of West University Place has recently changed out all water meters to radio read meters. Those meters are automatically read every hour on the you, 24 hours a day. Those readings are then uploaded into the system for billing, which is done through the finance department. When the data is ready, it is sent to a billing company that actually prints and mails the statements for the city.

8. Will I get my adjustment on the bill I have in hand now? Do I have to pay this bill or can I wait for the adjustment?

Any adjustments are made on the next month's billing cycle. If you do not pay your bill in full --- any bill --- you will be liable for late fees on any unpaid amount. It is better to pay your bill, however high, and see a lower bill the next month.

9. Why is my bill so high? Could the City have a leak under the street that is impacting me?

Many things can impact a water statement; during a period of drought like we are now experiencing, almost all residents will see some level of impact. Generally, the city has an annual rate increase because of the city of Houston raising its rates on purchased water. Most residents never mention the increase until their utility bills begin to be impacted through greater water usage at the larger rate. In most years, residents don't really begin to use a great deal of water at their homes until late April or early May; with the lack of rain the last few years, many have started watering in mid-February and continue to increase consumption throughout our hottest summer in history. You are billed for the water that runs through your meter; if there is a leak in the street, that water does not go through your meter. Therefore, a leak in the street can only impact you through low water pressure or disruption of service while the leak is repaired.

Because people and equipment are being utilized, errors can happen; that is why the city offers residents the opportunity to file for an adjustment once a year for an unusually large bill due to a defect or some unknown cause. Understand that when the utility staff tells you to monitor your account for more than one bill, it is not to get more money from you, but to get to the real reason for the increase if it is not due to increased water usage. The adjustment is only allowed once per 12-month period; if you file for it after one high bill and you have a leak, then you lose the chance to recoup some of the loss for additional affected months.

10. Can I see what my bill is online?

Yes. The city website provides the opportunity for utility users to view their bills online (regardless of their payment method) through a component called Citizen Access. In addition, that same site allows you to set up payments on a credit card or Echeck. https://innoprise.westutx.gov/citizenaccess/

11. Can you explain the time factor in the utility billing process?

Meters are read the last working days of the month. The data is then uploaded into the system during the next three weeks. Billing is usually done between the 20th-25th of the month. The due date is figured at 20 days after the billing date, usually between the 10th-16th of the next month. Payments become delinquent on the 21st day after billing.

12. Do you waive the late fees if I didn't receive my bill?

Our billing service mails all statements out at the same time. Once they go into the postal service, we have no control of the statement. We know that the postal service has changed procedures in West University; they are running longer routes with fewer carriers. The city has experienced some disruptions in our mail delivery just as residents have. However, we cannot be responsible for you not receiving your mail at your home. We can advise you that your bill will go in the mail approximately the 20th-25th of the month and will be due the 10th-16th of the following month. If you have not received your bill by the first day of any given month, you should call the utility department and inquire as to your latest charges.

City Council passed Ordinance 1969 on February 25, 2013, which allows the late fee to be waived by approval of the city manager and finance director under certain conditions. Any approved waiver will be applied to the following month's utility statement. To request the waiving of a late fee, the user must:
• make written request within 30 days of the delinquent notice to financedept@westutx.gov
• have not received a waiver for late fees within the preceding 24-month period.

13. Can you waive late fees for customers with good payment history?

Late fees are mandated through ordinance. Until February 25, 2013, late fees could only be waived due to staff error such as the incorrect input of a residential mailing address which caused you to get your bill later than usual. The billing company mails all utility statements out on the same day; they are all due on the same day. All payments are entered into the system and credited to respective accounts on the day of receipt. We have a drop box on Amherst for resident convenience and it is run each morning about 7 am except on the due date and the day after when it is run at 7:30 am. Because we open at 7:30 am, any payments in the box at the drop run the morning following the due date will be considered on time; any payments placed in the box after the morning run are late and face a late penalty.

EXAMPLE: The due date is Monday, October 11, and payment is dropped in the box BEFORE 7 am on Tuesday, October 12; that payment is considered on-time. A payment placed in the box at 8 am October 12 is late.

City Council passed Ordinance 1969 on February 25, 2013, which allows the late fee to be waived by approval of the city manager and finance director under certain conditions. Any approved waiver will be applied to the following month's utility statement.

To request the waiving of a late fee, the user must:
• make written request within 30 days of the delinquent notice to financedept@westutx.gov
• have not received a waiver for late fees within the preceding 24-month period.

14. I got a late fee on my account but my check shows I paid it before the due date.

Checks are posted on the day they are received, whether that is over-the-counter, in the drop box or through the mail. We do not look at the date on the check; we look at the date received and posted to your account.

15. What are some of the things that could cause me a problem with my utility account or cause me to have late fees?

• All accounts should be paid in full by the due date each month to ensure no late fees.
• Any balance not paid in full will accrue late charges.
• Waiting for account adjustments before paying your current bill; adjustments are made to the next month's bill.
• Not signing a check; we then have to contact you for a replacement. If your account information is not up-to-date, then the check will be returned by mail, adding additional time to the payment process.
• Improper check writing: be sure your numerical amount and written amount are the same. We will contact you for a replacement if they do not. If your account information is not up-to-date, then the check will be returned by mail, adding additional time to the payment process. All checks MUST include the written part of the check as that is the legal description of the check and our bank will not accept any check not bearing that.

16. Why do you cut off residential water? What about families with older adults or children?

No one wants to cut off service to any household and it is not done without ample notice to the home in question. By the time you get your monthly statement, you are paying for water consumed two and one-half months before. We bill a month in arrears for utilities .

EXAMPLE: you move into your home in West University on June 1. On June 30 your meter is read and the data is uploaded. Following calculations, the bill is sent to the billing service which bills you on July 24. By the time your bill is due on August 13, you are paying for services that began approximately two and one-half months before.

How many other companies allow you to do that? Your rent/mortgage is due when you move in; your grocery bill is due when you get to the register; your restaurant bill is due at the end of the meal; and the Astros require you to pay for tickets before you watch them play. If you find that you can not pay your current utility bill, contact the finance department and discuss the situation. Payment plans can be arranged if needed. No one wants to cut off services, but the city must be good stewards of the taxpayers' moneys.

17. What happens if I need to enter into a payment plan?

Residents who need to set up payment plans may do so by contacting the Accounting Specialist - Utility Billing at 713.662.5824. You must be prepared to pay your current month's bill plus an additional amount toward the delinquent portion each month. Failure to pay your agreed payment plan amount will result in the cancellation of the plan and your water service will be terminated. Full payment will then be required to have your water service reconnected. Payment plan holders do not receive late fees on the delinquent amount nor do they get termination notices UNLESS they do not pay the required amount.

EXAMPLE: In October W.U. Resident got a $700 utility bill which he cannot pay in total. He contacts the office and agrees to pay $50 each month toward his delinquent bill. His November bill is $400; W.U. Resident will have to pay $450 by the due date or face termination of his services. This additional extra each month will continue until the account is caught up and current.

18. I pay using my bank's bill-paying program. Is that an electronic transfer that is credited on the same day as my bank takes the money from my account?

The City of West U does not do electronic transfers for utility payments. If you use your bank bill-paying program, the bank then cuts a paper check and mails it to us. Depending on the lead time you allow for payment, that could result in late charges for your account even though it shows the money was taken days earlier. We post payments to your account and deposit payments the day they are received. It is not the date that it is removed from your account that determines your late fees; it is the date we receive your payment

19. What kind of information do we need to provide to maintain current customer records?

• Name of all adult parties on the account (spouse, partner or roommate) who might possibly need to contact us about issues with the account. Copies of drivers' licenses are also needed
• Current mailing address if different than service address
• Telephone numbers: home, work and cell
• Email address

20. What do I do before, during and after a delinquent termination of service?

By the time you receive a statement on your account, you are paying for services used approximately 6 weeks before. After the due date has passed, a reminder notice is sent to delinquent accounts, reminding them that they missed the deadline. If that is not paid, a second notice warning of disconnection is sent. If this is disregarded, the services will be terminated and the account will be assessed a $50 disconnection fee.

To prevent termination of services, a resident MUST bring the account current or set up a payment plan to have the service turned back on. If a resident uses a credit card to bring their account current before termination, the Finance Office MUST be contacted as soon as the payment is made to allow staff time to verify payment and stop the termination process; payments made at the window will be automatically credited at the time of payment, stopping the termination process. It is the resident's responsibility to inform the Utility Department that payment has been made if not at the customer service window.

Service is normally restored during business hours; it can be restored after hours, weekends or holidays at an additional cost so it is very important that you respond promptly to the reminder letters. If your service is disconnected, we will still take payments in the form of cash, check, money order or credit card. However, the payment SHOULD be done in the office in person to ensure a quick reconnection.

We will not reconnect until we receive the payment. If you put a check in the mail, it generally takes 3 days to arrive; if a weekend or holiday is involved, the time may be longer. It is in your best interest to bring the payment to the counter and pay in person. If you place it in the utility drop box during the day, it will not be processed until the next morning as the box run is between 7-7:15 am each day. If you choose to pay by credit card, you MUST contact our office and let us know that a payment has been made so that we can verify if and apply it to your account. Again, it is to your benefit to come into the office and pay by credit card with staff.

If you have problems remembering to pay because of busy schedules, you might want to consider a free automatic draft on your checking account, done in-house on the monthly due date, or recurring credit card payments, done online through Citizen Access. If interested in either of the options, let us know.

We don't want to turn anyone's service off; please help ensure that does not happen by paying your bill on or before the due date.

21. What discounts do I get on my water bill when I turn 65?

You actually get no discount on the water portion of your utility bill when you turn 65. What you get is a reduction in the solid waste pickup, the only set fee for utility service provided by the city of West University.

Effective June 1, 2016, the solid waste collection fees for residents are as follows:
• Residents under 65: $33.99/month
o Base fee 31.41
o Tax 2.58
• Residents over 65: $18.68/month
o Base fee 17.26
o Tax 1.42

To receive the "0ver 65" reduction, bring your driver's license by the Finance Department during office hours. Staff will copy the license, attach it your account and the reduced rate goes into effect the next billing statement.

22. If I have had an account in West U for years, you have my information ---right?

Maybe.... that is the best answer we can give you without checking your account. In 2011, the Finance Department changed software. Some of your contact information easily populated in the new system while some was lost in the transition. We want the following information on all our customers at a minimum:

• Account holder information; if you are not listed on the account, we can't talk to you about the account.
o names of all adults listed on contract or lease
o mailing address if different than physical address
o current telephone information including home, work and cell
o current email address
• Driver's license information on all account holders; this is used to verify identity. If driver's license is unavailable, a copy of a current passport will suffice.
• Copy of the first page of your sales contract or HCAD documentation of ownership; copy of the first page of a lease if a renter.

• Optional:
o legal information for executors including driver's license
o divorce decrees to remove a once married spouse from the account
o death certificate to remove a deceased spouse from the account
o authorization from the account holder for staff to act in behalf

23. What is the ordinance about utility payments?

The following is the city ordinance under which the utility department operates. The discussion that follows is based on ordinance sections 86-34 and 86-35 as shown below. Please take a moment to read the ordinance so that the information that follows becomes more clear.
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Sec. 86-34. - Billing, payment, nonpayment. (amended February 25, 2013)

(a) Frequency; when delinquent. All users of utilities, solid waste collection, street lighting and other services furnished by the city will be billed monthly for services rendered. All bills will be due and payable on presentation and will become delinquent on the 21st day following the date mailed.
(b) Late charge/waiver of late charge. If a bill becomes delinquent, there is a one-time additional charge of ten percent of the lesser of the amount due or the amount last billed. With the city manager's and finance director's approval the late charge may be waived under the following circumstances:
a. The user has submitted a written request for a waiver of the late charge within 30 days of the delinquent notice; and
b. The user has not received a waiver for a late charge within the preceding 24-month period.
(c) Returned checks. If a check or other instrument is returned, an additional charge may be assessed. The amount of this charge will be determined by the city council. A returned check or other instrument will be treated as if there had been no payment received and retroactive late charges may be assessed.(d) Partial payment. If a partial payment is made, the amount will be allocated to amounts due the city in the following order:
(1) First, to any additional fees and charges, such as late charges and returned check charges, then due.
(2) Then to the oldest regular charges, applied in this order:
a. Current solid waste charges.
b. Current street lighting fees.
c. Any other charges.
d. Current sewer charges.
e. Current water charges.
(e) Payment agreements. The finance director may agree to allow a delinquent account to be paid over a period of time. The user must agree in writing to a payment schedule. The agreement will not prevent discontinuation of service if the user fails to timely pay both the amount due under the terms of the agreement and current charges during the term of the agreement.
(f) Discontinuation of service. If a bill becomes delinquent, the city may give notice that water and sewer services are proposed to be discontinued. The notice will give an opportunity for a hearing with the city manager (or the city manager's designee) before discontinuation. If the delinquency is not resolved after the opportunity for a hearing, the city may discontinue water and sewer services without further notice.
(g) Write off of bad debts. If, after all collection efforts have been exhausted, the finance director believes that it is unlikely that the city will be able to collect a delinquent account, the account's status may be changed from active to inactive. With the city manager's approval, the finance director may suspend active collection efforts for an account balance that has been inactive for at least two years.

Sec. 86-35. - Resumption of service.

Utility service will not be restored to a user whose service has been discontinued because of delinquency until the following conditions are met:
(1) All delinquent amounts are paid;
(2) Any service charges established by the city council are paid;
(3) A deposit in the amount established by the city council is paid. The finance director, with the approval of the city manager may waive this requirement. Deposits will be returned, or credited to the account of the user, after the account has not been delinquent for 12 complete months from the day the deposit is made.
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24. So you have missed your utility payment? What should you expect to happen?

1. A late charge of 10% of the bill will be added on the 21st day after the bill is sent; this is the day AFTER it is due. That is set by ordinance and cannot be removed by staff unless it is the result of an error by the staff. An example of a staff error might be sending the statement to the wrong mailing address. A resident being on vacation or not receiving a statement in the mail is NOT staff error. There is no "grace period" with the ordinance. Payments received in the office or the drop box by 7:30 am (start of business) the 21st day are considered on time; mail received on the 21st day is not considered on time. If you pay by your bank's billpay system, make sure you allow 5-7 days for postal delivery as late fees will not be removed. We offer automated draft on checking and credit cards accounts to help facilitate meeting due dates. EFFECTIVE FEBRUARY 25, 2013: If your late fee is not the result of staff error, but you wish to pursue its removal, you may request a waiver. The city manager and finance director may approve the removal of a late fee if the user:
o requests the waiver in writing within 30 days of the delinquent notice and
o has not receiver a waiver in the preceding 24-months.
• Any approved waivers will be reflected on the next billing statement.
2. In accordance with Section 86:34, if payment has not been received by the end of business hours on the 21st day (5:30 pm), the City give notice of possible disconnection of services.
The city utility service is billed a month in arrears. Readings of all meters are done at the end of each month; billing statements are created and mailed between the 20-25th of the following month and due between the 10-16th of the next month. (For example, June usage is read on the 29th and 30th, billed on July 25th and due on August 14th.) If you have not received your statement by the first day of the month, please contact the Finance office for the balance or another copy. Not receiving a bill does not remove the responsibility of payment from the resident.