Show All Answers

1. How do I surrender my pet?

The person surrendering the animal must be a Lancaster resident; acceptable forms of proof (driver’s license, water bill). Inform the caller that there is a $20.00 surrender fee per animal and that we are unable to guarantee adoption of the animal.

2. How do I report a stray/loose dog?

Have you seen the dog in this area before? If yes, do you know the pet owner or location from which the animal came? Please provide a description of the dog? Is it wearing a color? Be sure to obtain the caller’s name and phone number. If they refuse, advise them that all information is confidential and that it is needed in case the animal control officers need more information.

3. How do I report an aggressive/vicious dog?

Are you in a safe location away from the dog right now? How is the dog being aggressive? Barking is not aggressive, it means the animal is protecting its territory. Do not run from a dog, walk away. If the dog is attempting to get into your yard, house or trying to bite you, call 911 immediately.

4. How do I request to have deceased animal removed?

Does the animal belong to you? Where is the animal located? There is a $30.00 fee assessed for pick-up. Fees should be paid prior to pick-up. The animal should be placed in a heavy duty black trash bag and set out by the curb. Lancaster animal control does not remove livestock, cows, or horses.

5. How do I have a dog/cat removed from my property?

Obtain name and address of caller. Obtain a description of the animal. Ask if the animal belongs to them. Inform the resident that we do not pick up surrenders. Surrendered animals must be brought into the shelter and there is a surrender fee of $20.00.

Show All Answers

1. When are permits required?

Permits are required when the owner or agent intends to construct, enlarge, alter, repair, move, demolish or change the occupancy of a building or structure, or to erect, install, enlarge, alter, repair, remove, convert or replace and electrical, gas mechanical or plumbing system, the installation of which is regulated by the adopted construction codes.

2. How are permit fees determined?

Permit cost are determine by the cost of construction of your particular project according to Table 1A as adopted by the City of Lancaster.

3. Are inspections required by the City of Lancaster for my particular project?

Yes, depending on the particular project inspection of various phases are required during construction. When you are issued your permit to begin your project you will be advised what inspections are required.

4. Where do I apply for a permit?

You may apply for a permit at 211 N Henry St., Monday through Friday between the hours of 8:00 AM till 5:00 PM.

5. Is there any particular time the permit must be applied for?

Yes, all permits must be applied for before you begin your construction project.

6. What are the typical projects that require residential permits?

Room additions, storage buildings, accessory buildings garages additions, reproofing, irrigation systems, swimming pools both in-ground and above ground, fences, driveway additions and replacement, electrical, mechanical or plumbing projects, foundation repair.

Show All Answers

1. Where are City Council meetings held, and at what time do they start?

Council meetings are generally held at 7:00 pm, the second and fourth Monday of each month in the Council Chambers located at:
211 N. Henry St.
Lancaster, TX 75146

Council work sessions are generally held at 7:00 pm, the third Monday of the month at:
James R. Williams Pump Station
1999 Jefferson St.
Lancaster, TX 75134

2. Who is my councilmember?

To find your councilmember, view the City Council Interactive Map.

3. How do I contact a member of City Council?

Find contact information for City Council members in the Staff Directory.

4. How do I address City Council at a meeting?

The Lancaster City Council welcomes your comments and suggestions. To address the City Council or to speak regarding a specific agenda item at any regular City Council meeting, citizens should complete a Request to Speak form and submit it to the city secretary prior to the start of the meeting.

Although City Council may not take action on matters not posted on the agenda, the council will hear your comments and may direct staff regarding the matter.

Citizen comments are limited to three minutes per speaker.

Show All Answers

1. How do I obtain an Alcoholic Beverage Permit?

Visit the Alcoholic Beverage Permit page to learn how to apply.

2. Where do I find the Master Fee Schedule?

View the Master Fee Schedule.

Show All Answers

1. What does Code Compliance do?

The Code Compliance Division is responsible for the inspection of public or private premises for the purpose of identifying environmental hazards including fire or health hazards, nuisance violations, unsafe building conditions and violations of any fire, health or building regulation, statute or ordinance and improving and rehabbing those premises. Inspections are completed and notices sent to the proper person, the notices allow for a reasonable period of time to make any correction to the property. The Code Officer will follow-up to determine if there is any further action required, such as hiring a contractor to correct the problem, or issuing a citation to Municipal Court. In many cases several attempts to communicate with the person in control of the property are made before further action is taken. The Code Division is committed to helping the residents in understanding the ordinances and the violations and how they effect the community. The Code Division regularly attends Homeowner Association meetings and Town Hall meetings to help educate the residents on the codes and regulations in the City.

2. What violations does Code typically look for?

Areas of concern are: High grass and weeds, bulk trash violations, stagnant swimming pools, trash and junk, fences in disrepair, limbs that overhang a public area, parking on unimproved surfaces, and other violations that effect the health and safety of the community.

3. Typically how many days am I given to resolve a Code Violation?

Most violations give you a minimum of ten (10) days to resolve the violation. The violation notice you receive will indicate the number of days to gain compliance.

4. How do I find out who my Code Officer is?

Your code officer is listed on the City Web Site under Code Compliance Division. The City is divided into three (3) districts, and each officer is responsible for surveying, working complaints to follow-up inspections. Click HERE for a Code District Map

5. Why are Code Officers perceived with such negativity?

Code Officers have historically been perceived as a negative part of city government by its citizens because typically it is the department that has to say "no" to the community. In reality however the code officer is there to protect the community's "quality of life". Code Officers are here to educate the residents rather than to force compliance. By inspecting properties and meeting with residents, the Code Division will help you to understand the reason for the ordinance and how it effects you and your community. Most citizens cherish there right to have the "quiet enjoyment of their property" and the Code Division is here to help with meeting that expectation.

6. How does the bulk trash pick-up work?

Bulk trash, limbs, and debris are picked up during the prescribed week of the month for your particular area of town. Bulk is only hauled off every even number month of the year. Bulk can be placed out on Saturday or Sunday before your designated week pickup. It must be in place by Monday morning at 7:00 a.m. All bulk placed out after that will be in violation and tagged by the Code Officer for removal within three days of being tagged. If the bulk remains out after being tagged the bulk will be removed and the cost of removal billed to the owner of the property. This may be placed on your water bill also. The maximum amount of bulk allowed out during your bulk week is only 12 cubic yards. Any amount left behind is the property owner’s responsibility to remove from their property.

7. Where are the local landfills?

McCommas Bluff Landfill is located at 5100 Youngblood, Dallas, Texas 214-670-0977
Skyline Landfill is located at 1201 N Central Ave, Ferris, Texas 972-842-5886
ECD N Interstate 45, Ennis, Texas 972-875-5374
Please call for rates and hours of operations.

Show All Answers

1. Do I need a permit to have a special event?

Any event open to the public within the Lancaster city limits, is considered a "Special Event", and requires a Special Event Application to be submitted to Community Relations. There is an application fee of $25 for applications submitted 30 days in advance from the date of the event, and $50 for applications submitted less than 30 days in advance from the date of the event. Special Event Application

Show All Answers

1. What type of maintenance bond does the City require for construction of public improvements?

The City of Lancaster requires a two (2) year, 100% maintenance bond for all public improvements constructed in the city. Public improvements are streets, sidewalks, drainage facilities, and water and sewer lines. The city has a standard bond form.

2. How can I tell if my house or property is located within the floodplain?

The Development Services, Engineering Division maintains current FEMA Flood Insurance Rate Maps and Letters of Map Revision. We also keep on file all drainage studies that may have been
completed on the various creeks within the City limits of Lancaster. Contact the Public Works Engineering Division at (972) 218-1206 with your address and we can help you determine whether or not your house or property are shown in the FEMA designated floodplain. For additional information please visit the Federal Emergency Management Agency's (FEMA) website at http:www.fema.gov.

3. Can I build anything in an easement?

You should not construct any structures within an easement. Please contact the city at (972) 218-1200 for further clarification of your specific situation.

4. How do I get a survey of my property?

The city does not have surveys of private property. You will need to contact a surveyor to have one prepared.

5. Does the city have standard construction details?

Yes, for more information, please contact Development Services, Engineering Division at (972) 218-1200. Please visit the website for standard construction details. Click here

6. What does the 100-year flood" mean?

A one-hundred-year flood is calculated to be the level of flood water expected to be equaled or exceeded every 100 years on average. The 100-year flood is more accurately referred to as the 1% annual exceedance probability flood, since it is a flood that has a 1% chance of being equaled or exceeded in any single year.

7. Who do I need to speak with to construct something in a floodplain?

Please contact Development Services, Engineering Division at (972) 218-1200 and they will forward your inquiry to the Floodplain Administrator. For additional information please visit the Federal Emergency Management Agency's (FEMA) website at http:www.fema.gov. Please contact the city at (972) 218-1200 for further clarification of your specific situation.

8. How do I get an elevation certificate?

The city does not provide elevation certificates. You may contact an engineer or surveyor of your choice to obtain an elevation certificate.

9. There is a new construction work near to my lot and I am having drainage problems due to the construction. What can I do?

These situations are civil matters between the property owners. It does not violate city code for one lot to drain onto another, and you should try to perform work on your lot to help your yard drain more efficiently. It is against state code to divert or concentrate runoff, or block runoff from draining onto your property. We advise that you meet with your neighbor and discuss the problem to work toward a mutually agreeable solution. If this is not possible, consider grading swales on your property to convey the runoff around your home. If you still have drainage problems then contact the Development Services, Engineering division at (972) 218-1200.

10. What is the construction schedule for a particular City project?

You may contact Public Works Engineering Division at (972) 218-1206 to request information on specific projects under construction within the City. You will need the street name, type of project, and a daytime phone number for the return call.

11. What is the process to submit plans for drainage review?

Come to the Development Services, Engineering Division at 700 E. Main Street to submit your water, waste water and sewer plans.

12. What is the turn around time on submitted plans?

From the date of plan submittal, the turn around time is 10 business days. However, the turn around time is contingent upon the submitted plans being complete with all the required items to help us complete a thorough review.

Show All Answers

1. Why is my smoke detector beeping or chirping every few minutes?

It is most likely that the battery needs to be changed. It is a good idea to change the batteries every six months.

2. Does the Fire Department offer free smoke detectors?

The City of Lancaster Fire Department and the American Red Cross have teamed up to provide FREE smoke detectors to Lancaster residents who are in need (supplies are limited). Lancaster residents must call the Fire Department to request detectors and schedule a day for the Fire Department to come out and install them for you. Free smoke detectors are always available to those with disabilities. Please call (972) 218-2600 to request your smoke detectors or if you have any questions.

3. What are methods of payment?

Cash, check, money order, debit or credit cards.

4. How much does a Knox Box cost and where do I obtain one?

A Knox Box is $332.33 (this includes shipping, handling & tax). The Knox Box is obtained from the Fire Department Admin Office at 100 Craig Shaw Memorial Pkwy. Payment may be made by money order, check (made payable to Knox Company) or credit card; NO CASH PAYMENT ACCEPTED FOR KNOX BOXES.

5. Does the Fire Department offer CPR and first aid classes?

Yes, please contact EMS Chief Laura (Dee Dee) Hillary at (972) 218-2604 or Email

Show All Answers

1. When does my trash get picked up?

Follow the link to view a map with trash pick up schedules. Link to Trash Map

2. What are the park hours?

All parks are open from 6:00 am to 10:00 pm daily. More Park Information

3. Do I have to register my burglar alarm?

Yes. Visit the Alarm Permits page for more information or call 855-809-2063.

Alarm Permits Page

4. What are the Library hours?

Mon - Thur: 10 am - 8 pm
Fri: 10 am - 6 pm
Sat: 9 am - 5 pm
Sun: Closed

Show All Answers

1. How do I find out what positions are available with the City of Lancaster?

In person at City Hall:
211 N. Henry St.
Lancaster, TX 75134
Or at the Online Job Center

2. How do I apply for a position with the City of Lancaster?

To apply for a position with the City of Lancaster, you must submit information through the application wizard, which starts when you select a job from the Career Connection page. (Applications are only accepted for current vacancies.)
In person at City Hall:
211 N. Henry St.
Lancaster, TX 75134
Or visit the Career Connection page here.

3. Do you interview candidates on-the-spot?

The Human Resources Office recruits for available openings. However, the department that is hiring is responsible for selecting its interview candidates.

4. Do I need a resume? May I attach my resume?

You may attach a resume to your application, but it is not a standard requirement.

5. When will I be contacted?

Time periods may vary depending on the job for which you apply and the number of applicants who have applied. Please review the information on the How to Apply page for more details.

6. How can I find out the salary for an open position?

The hiring range and the position range are listed in the job posting.
Lancaster Career Center page.

7. How do I know if my application / resume has been received?

Confirmations are provided to online applicants via email. You may also contact the Human Resources Department at (972) 275-1790.

8. How do I know if the position has been filled?

Jobs that have been closed will be removed from the Career Center page. You may also obtain this information by contacting the Human Resources Department at (972) 275-1790.
Career Center page

Show All Answers

1. How do I contact a city/county department?

Visit the Staff Directory to find all department and staff contact information.

2. Where can I find the answers to my frequently asked questions?

Use the FAQs module to easily find answers to the questions you ask the most.

3. Do I need a permit to have a special event?

Any event open to the public within the Lancaster city limits, is considered a "Special Event", and requires a Special Event Application to be submitted to our Community Relations Division. There is an application fee of $25 for applications submitted 30 days in advance from the date of the event, and $50 for applications submitted less than 30 days in advance from the date of the event. Special Event Application

Show All Answers

1. What are my rights?

You have the right to enter a plea of guilty, nolo contendere / no contest, or not guilty to each offense charged. You have the right to consult an attorney and the right to a jury or non-jury trial. If you plead not guilty, you will need to decide whether to have an attorney represent you. You may defend yourself, but no one else except a lawyer may represent you.

2. How can I plead?

Pleas:

• Guilty - You admit that the act is prohibited by law, that you committed the act charged, and that you have no defense or excuse for your act.
• Nolo contendere / no contest - You do not contest the state's charge against you. While it is not an admission by you that you are guilty, it will result in a conviction on your record.
• Not guilty - You are informing the court that you deny guilt or that you have a good defense, and that the state must prove what is charged against you.

3. How do I request a plea hearing or trial setting?

If you wish to plead not guilty or get further information on your options by setting court date, you must either appear in person within 20 days at the court clerk's office or submit a written request. The court has a form for you to use under online forms, this form can be electronically sent along with a copy or picture of your photo id.

4. What if I am a juvenile?

Juveniles must appear in person before the judge and should be accompanied by a parent or guardian. Juveniles do not have to take action on a citation within 20 days. Notice of their court date and time will be mailed by the clerk to the address shown on the citation. Options are available for a counseling class for dismissal of some juvenile offenses.

5. What is Walk-In Court?

Walk in court is held once a month based on scheduling. This is an opportunity for defendants that have outstanding warrants or delinquent cases to speak to the prosecutor/judge to resolve their case. The court requires that you sign in between the hours of 8:00 am and 12 noon so that we can have your case information available. You will then return to court prior to the docket time which may be 1 pm or 2 pm depending on the schedule. The docket information is posted on the main page of the Municipal Court each month. You will not be arrested if you voluntarily come to court to resolve your case.

6. Can I pay my citation online?

Yes, but only if you wish to pay the full amount. If you have been order by the court to pay a reduced amount or have requested Driver's Safety Course or a Deferral, do not pay online. Call the court directly to make your payment. If you pay online there are no refunds and the processing fee is not refundable. The court direct line is 972-218-1334.

Show All Answers

1. What are the park hours?

Parks are open from 6:00 am to 10:00 pm daily, except Bear Creek which is open dawn till dusk.

2. Can you fish in the ponds at Community Park and Bear Creek Nature Park?

Yes, but you need to have a fishing license. Bear Creek Nature Park is only catch and release.

3. What is the distance of the Equestrian Trail at Bear Creek Nature Park?

The entire loop is 2.24 miles.

4. What is the distance of the walking path around the pond at Community Park?

If you just walk around the pond, it is 6/10 of a mile.

5. Can you camp at Bear Creek Nature Park?

Yes, but you must be a registered group with the Parks and Recreation Department.

6. Are the ponds stocked?

Yes, they are stocked once a year by Texas Parks and Wildlife.

7. Do I need to register to ride my horse?

Yes, you need to bring proof that your horse had the Coggins Test to the Recreation Center. You will be issued a permit that is good for six months.

8. Can I cut a tree down at my house?

According to the Tree Preservation, owners of property zoned as residential who reside at the property and use the residence as their primary residence are exempt as long as they are approved by the landscape administrator or designee.

Show All Answers

1. Do I have to pay for accident / offense reports?

Yes. Accident reports are $6. Offense reports, incident reports, call sheets, and crime statistics are 10 cents per page.

Police reports can be picked up in the Records Division of the Lancaster Police Department at:

100 Craig Shaw Memorial Parkway

Lancaster, TX 75134

*As of February 18, 2019, The Lancaster Police Department now reports all traffic crashes to the Texas Crash Reporting System. If you would like to purchase and accident report from the State of Texas please visit https://cris.dot.state.tx.us/public/Purchase/.  

You can also purchase accident reports at the Police Reports website.

For more information, call (972) 218-2700.

Police Reports

2. Do I have to register my burglar alarm?

Yes. Call (972) 218-2700. or Visit this page.

3. Will the Police Department do fingerprints for the public?

Yes. Fingerprints are done for a $10 charge. Fingerprints are done only on Thursdays from 1:00 pm to 4:00 pm.

4. Where do I file a complaint or a commendation regarding police department employees?

Citizens may file a complaint in person against a departmental employee. An on-duty supervisor is required to speak with any citizen regarding an employee. No employee has the authority to talk any citizen out of making a complaint against an employee.

Citizens may also commend an employee:

• In person
• By phone - (972) 218-2700
• By mail:
  Lancaster Police Department
  ATTN: Chief of Police
  100 Craig Shaw Memorial Parkway
  Lancaster, TX 75134

5. Where do I pay fines for citations? How many days to I have to take care of a citation?

If you were issued a citation, you have 10 days from the date the citation was issued to pay your fine or set a court date.

Court is held Mondays at 2:00 pm, 3:00 pm, and 4:00 pm for Class C cases.

For Code Enforcement cases, court is held on Thursday at 2:00 pm

All cases are heard at 220 W. Main St.

The law requires that you appear in court on your case. If you have been released on bond, your appearance date is set on the bond. If a complainant filed your case, you will be notified by mail of your court appearance.

If you have any questions regarding a citation issued to you, please contact the Lancaster Municipal Court at (972) 218-1334 or in person at:
Lancaster Municipal Court
220 W. Main St.
Lancaster, TX 75146

6. Who do I contact for employment with the Police Department?

Contact the Human Resources Department at (972) 275-1790. You may also contact the Police Department Recruiting Department at (972) 218-2700.

7. My car has been impounded. What should I do?

Vehicles are stored at 24-Hour Wrecker's impound facility. If you are the registered owner, you can go directly to the pound and show them proof of ownership in the form of a registration or title.

If you are not the registered owner, you can come by the Police Department 24/7 to obtain a release. You must show a valid drivers license and proof of insurance, and you will need to show an authorization from the registered owner to release the vehicle to you.

In cases where the owner is in a jail, that jail will have to be contacted and may be able to assist in getting a release signed.

A supervisor will check to ensure that all of the paperwork is satisfactory and will then authorize the vehicle release. At that time, you can go to the auto pound at 616 N. Jefferson and pay the fees.

24-Hour Wrecker can be contacted at (972) 227-5188.

8. Where is the Lancaster Jail located and does the Police Department accept checks or credit cards for payment of bonds in the jail?

The Lancaster Police Department contracts with the City of Desoto Jail. Individuals arrested by Lancaster Officers are transported to the Tri City Jail, located at
714 E. Beltline Road
DeSoto, TX 75115

Contact the Tri City Jail at (469) 658-3081.

The jail accepts cash only. There is an ATM located at the jail entrance.

9. Does the Police Department unlock vehicles?

The Police Department does not perform unlocking services, but the Fire Department does.

If there is no emergency, contact (972) 218-2711.

If there is an emergency, such as a child locked inside that cannot unlock the doors or the vehicle is running in a confined area (where carbon monoxide poisoning might be a concern), or if there is life-sustaining medication inside the vehicle that is needed immediately, you should call 9-1-1 and request an emergency unlock.

Be prepared to provide your name and phone number, location, and your vehicle's description so that we can find you in either case.

There are exceptions to this service regarding locations that are serviced and the number of responses that an individual may have made previously.

10. Will the Lancaster Police Department unlock my house if I lock myself out?

This is a service that the Fire Department will perform.

If there is no emergency, contact (972) 218-2711.

If there is a child locked inside that cannot allow access to the house or appliances that have been left on that may be a hazard, or there is life-sustaining medication inside the house that is needed immediately, call 9-1-1 for an emergency unlock.

11. Where do I obtain / renew my Texas driver license?

Texas driver licensing is handled by the Texas Department of Public Safety. For driver license information, visit the Texas Department of Public Safety Driver License website.

12. What do I do I have become a victim of identity theft / fraud?

After you have filed your report and obtained a copy of your report, you should contact the three credit bureaus and put alerts on your account(s):

• Experian - (888) 397-3742
• Equifax - (800) 203-7843
• Trans Union - (800) 888-4213

13. Does the City of Lancaster have a curfew for minors?

Yes. Curfew Hours For Minors/Sec. 8.801 - A minor commits an offense if he/she remains in any public place or on the premises of any establishment with the city during curfew hours. A parent and/or guardian commits an offense if he knowingly permits, or by insufficient control allows, the minor to remain in any public place or on the premises of any establishment within the city during curfew hours. The owner, operator, or any employee of an establishment commits an offense if he knowingly allows a minor to remain upon the premises during curfew hours.

Curfew hours for minors are as follows:

Sunday - Thursday (11:00 pm - 6:00 am)
Saturday - Sunday (12:01 am - 6:00 am)
Monday - Friday (9:00 am - 2:30 pm - while school is in session)

14. Do I have to pay for an accident/offense report?

Yes. Accident reports are $6. Offense reports, incident reports, call sheets, and crime statistics are 10 cents per page.

Police reports can be picked up in the Records Division of the Lancaster Police Department at:

100 Craig Shaw Memorial Parkway, Lancaster, TX 75134

*As of February 18, 2019, The Lancaster Police Department now reports all traffic crashes to the Texas Crash Reporting System. If you would like to purchase and accident report from the State of Texas please visit https://cris.dot.state.tx.us/public/Purchase/.

You can also purchase accident reports at the Police Reports website.

For more information, call (972) 218-2700

Show All Answers

1. Do you have an official policy regarding minority business contract / procurement?

The State of Texas and the city’s purchasing policy require that at least two Historically Underutilized Businesses (HUBs) within Dallas County be contacted as sources for items costing $3,000 to $50,000.

2. Is a portion of your procurement budget committed to minority business?

All vendors, including minority and female-owned businesses, are given an equal opportunity to participate.

3. Do you have a person or department designated to handle minority contracts?

No. Contracts are handled through a purchasing staff of one.

4. Do you require that a minority business be certified? If so, by whom?

No. However, the city does search out qualified minority and female-owned businesses per State of Texas Statute requirements. The city uses the State of Texas Historically Underutilized Business (HUB) database and is registered with the North Central Texas Regional Certification Agency to locate certified vendors.

Show All Answers

1. How do I submit a claim to the City of Lancaster?

A property or liability Claim Form may be completed and submitted at either City Hall or the Human Resources Department between 8:00 a.m. and 5:00 p.m.

For your convenience, you may call 972-275-1790 to have a Claim Form faxed or emailed to you.

2. How do I check the status of my property/liability claim with the City of Lancaster?

To check the status of your claim, please call Texas Municipal League Intergovernmental Risk Pool (TML-IRP) at 1-800-537-6655. This organization insures the City of Lancaster and would be glad to assist you with updates once your claim is submitted.

Show All Answers

1. What forms of identification is accepted for establishing new service?

A state issued driver’s license, a state issued identification card, or a government issued passport. All identification must be valid. No altered or expired identification will be accepted.

2. What happens if my check or credit card payment returns?

ALL return payments are adjusted back to the account and a $35.00 return payment fee is charged for each return payment. The customer is notified. Services can be disconnected if the full amount of the return payment and fee is not paid.

3. I had a leak, can I get an adjustment on my bill?

You may receive an adjustment when a concealed leak occurs and has been repaired. A leak receipt must be submitted within 20 days of repair to be considered.

4. I want service but I have a delinquent bill from an old account? How do I establish service?

You must pay all delinquent balances prior to applying for new services.

5. My service was disconnected for non-payment. What is required to re-establish service?

You must pay the full past due amount and $45.00 reconnect fee. If the meter has been pulled, you must also pay the $200.00 fee. Services will be restored on the same day if payment is received before 4 pm. After 4 pm, services will be restored the next business day.

6. My service was finalised for non-payment. What is required to re-establish service?

If the deposit is still active, you must pay the past due balance and any fees (reconnect, pull meter, etc.) charged to the account with certified funds to restore the service. If the deposit has applied to the account, the entire balance, any fees charged to the account, and a deposit must be paid. You also may be asked to complete a new application for service.

7. Can I turn my water back on myself since I made the payment?

Only city personnel is authorized to turn service back on. Tampering with a meter could cause damage to the meter that the customer would be charged a fee to repair. Also, turning a meter on without authorization is considered theft of service.

8. I will not be able to pay my utility bill before the disconnect date. What should I do?

A request for an extension must be submitted in writing by the close of the business day prior to the disconnection date. A request may be submitted in person at 211 N. Henry St. or by email at waterbilling@lancaster-tx.com. Please attach a photo ID when submitting an email.

9. Does the city make exceptions in hardship cases?

The city will work with any customer that is experiencing difficulty paying. We can grant payment extensions and offer pay out plans, up to three months. In no cases are charges reduced or eliminated for hardship reasons. Penalties will still apply to all extensions and payout plans.

10. What is required to turn on the water temporarily so I can clean an empty house?

A homeowner or property management company may set up an account for 30 days or less with a $50 deposit. City will turn on service for 3 days only for an inspection.

11. If I pay a deposit for new services, how soon will my water be on?

Any deposits for new services paid before 2 pm will be turned on that same day. Any deposits for new services paid after 2pm will be turned on the next business day.

12. I left the water utility bill in my name for my tenant or family member, but they left an unpaid balance. Am I responsible for that delinquent balance?

Yes. If you leave services in your name, you are responsible for all charges and fees that are applied to the account.

13. What happens if my deposit dozen’t cover my final balance?

After your account is finalised, you have 90 days to pay the remaining balance. Any balance left unpaid will be sent to a collection agency.

14. Am I able to get information or make payment arrangements on a utility account if my name is not on the account?

No. Due to confidentiality laws, information regarding a water utility account will only be shared with the actual account holder regardless of the relationship of the requestor. Only the account holder can make payment extensions, pay out plans, payment arrangements on the account because he/she is the only one the city can penalize for non-payment.

15. I pay the water bill but my name is not on the account. Can my name be added to the account?

Yes. Both parties would need to come in with their valid photo identifications and complete the required forms. The primary account holder is the only one authorize to final or transfer the account.

16. Why I was not notified of a disconnection?

If you have a past due balance, there will be a statement on your monthly statement notifying you that your services can be interrupted at any time. The city also does a courtesy phone call the week prior to disconnection. This call is made on the number listed as “home phone” on your account. Please make sure your information is current.