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Utility Billing FAQ

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The majority of our odor complaints are due to various supply tubes that are located under sinks, behind toilets and refrigerators. This line is typically clear and braided, opaque or has stainless webbing. The minerals in our water seem to react with these types of tubes.

When water sits for a period of time unused in these pipes, a sulfuric odor may present itself.  After running water a short time, the odor goes away. Replacing the braided type hose with copper or chrome piping usually solves most odor problems. If you have replaced the supply tubing and still have a problem, you may need to replace an anode in your hot water heater.

It is also recommended that you flush your hot water heater annually.

The water is STILL SAFE to drink, even if there is an odor.

Well water has natural minerals which can cause staining. The yellow or orange color stain is mostly caused by iron whereas the blue or black stains are caused by manganese.

In the dishwasher, we suggest running a cycle with a CITRUS-BASED package of drink mix or some tablet form detergent. Sometimes a second cycle is necessary but this should clear up the problem.

In laundry, we suggest you minimize or eliminate bleach and chlorine products. Bleach actually draws out the iron and suspends it in the water, making the staining worse. There are products on the market that are made for hard water stains.

Yes; the City of Keizer’s water is completely SAFE to consume, even when it is dirty-looking or brownish in color.

The City uses well water and because this water comes from the ground, it’s rich in minerals. When wells are activated and deactivated based upon seasonal water needs, minerals are stirred up, which can result in more minerals flowing through the pipes.

If the City is doing work in the area, the water mains may be temporarily turned off, which can also cause an accumulation of minerals to flow through the lines.

RESOLUTION:  Running the cold water in the bathtub for about 15 minutes usually produces high enough water flow to push the minerals through the lines and thus clearing the water.

If this doesn’t work, then you can turn on the front and back hose spigots to run simultaneously for about 15 minutes. Once that’s done, run the cold water in the bathtub again for about 15 minutes.

The City of Keizer was federally mandated in 2007 to develop a stormwater program to comply with The Federal Clean Water Act. Even though residents may not have a storm drain on their street, it is designed to maintain the entire system throughout the city.

The storm drains help protect our local streams and rivers.  

Each municipal public utility is required to pay the City a right-of-way use or business license fee of 5% of the gross revenues of the public utility.

The funds generated from the license fee are placed in the General Fund, to be used for City Administration, Police, Community Development and Parks Maintenance.

If you have an updated meter, you should have a handle on your side of the meter.

Turn this handle a quarter turn clockwise to turn off the water. (please see illustrations)


  • To protect from flooding and to save on your water bill, there is a shut-off on your side of the meter at your ball valve.
    • To turn your water off, simply turn your handle a quarter of a turn to where the handle is not in-line position with your meter.
    • You may have to remove the cement meter box or move dirt away from the handle. If you have any problems, please feel free to call the office at (503) 390-8280.

  • If there’s a WATER EMERGENCY, please call the after-hours line at (503) 393-1608.

Keep in mind that your bill is for two months usage. Also you will notice that the majority of your bill is for sewer. A unit of water is 748 gallons. For that unit you pay only $1.45. However, sewer costs more per unit to treat than water and for a unit of sewer you pay $3.54. To find out how your sewer rate is adjusted please inquire about our sewer reset period.

For BILLING & PAYMENT Questions about your Sewer, please call Keizer Utility Billing Division at (503) 390-8280.

For ANY OTHER Questions, please contact the City of Salem because they operate the Wastewater Treatment Plant and manage sewer concerns and inquiries at:

SALEM Public Works Dispatch

24-hours a day


Phone: (503) 588-6311

Please Click HERE to Visit the City of Salem's Website.

You can do the following to help prevent frozen pipes:

  • Disconnect water hoses from outdoor faucets before the temperature drops below freezing. 
  • Wrap outdoor pipes and faucets with insulating materials.
  • Wrap pipes and faucets located in unheated garages, attics, and crawl spaces with insulating materials​—especially those located close to outside walls that are not insulated.
  • During periods of freezing temperatures, temporarily let cold water trickle at a slow, constant drip from faucets​—especially those located close to outside walls. 
  • Cracks in outside walls or foundations should be sealed to keep cold air away from pipes. 
  • Leave cabinet doors open under kitchen and bathroom sinks, which allows warm air to circulate around plumbing fixtures.
  • Contact a licensed plumber for information on thawing frozen pipes.

Yes - if you are experiencing a short-term need for payment assistance, you can contact one of the local service agencies listed below to apply for aid. This financial assistance can be used to pay your City of Keizer utility bill.

Households are limited to receiving a maximum of $150 of assistance during a 12-month cycle, and each agency has its own eligibility rules.

Contact one or more of the local social service agencies to see if you are eligible for help paying your utility bill.

​Service Agencies

Salvation Army

(503) 585-6688
​​1977 Front Street SE
Salem, OR 97301

1pm – 3pm
9am – 3pm

Must provide:

  • Proof of income
  • Proof of age (over 18 years old)
  • City of Keizer utility shut off notice

St. Vincent de Paul

(503) 364-5672
​3745 Portland Road NE
Salem, OR 97301

10am – 2pm

Must provide:

  • ​​City of Keizer utility shut off notice

211 Cell




Congregation Helping People

(503) 391-4365

600 State Street

Salem, OR  97301


9am - Noon

Department of Human Services - Salem Senior Disabled

Salem Senior & Disability Services (NWSDS)

(503) 304-3400

3410 Cherry Ave NE

Salem, OR  97303

  • You’re certainly welcomed to call the Utility Billing Customer Service at (503) 390-8280 to request that the we check for a possible leak at your meter before or after you troubleshoot for a possible leak.
  • First, taking a walk throughout your home to check for leaky faucets and/or toilets that continue to run after flushing is the simplest step to catching the most common leaks and can be easy fixes.
    • Replacing the flapper often corrects toilets from continuing to run and use unnecessary water.

If there are no signs of a leaky faucet or toilet, and you think you may have a leak, take the following steps:

  1. Turn off all water faucets, sprinklers, washing machines, or any other water supply. 
  2. Locate the water meter. Water meters are frequently located in the sidewalk near the building, but could also be in a yard or right-of-way strip. If you are unable to locate your water meter, call Utility Billing Customer Service at (503) 390-8280. 
  3. Once you have located the water meter, remove the metal lid with a standard screw driver.
  4. Once the metal lid is removed, lift and remove the concrete cover.
  5. Check the water meter to see if the flow detector (a small red or black marker on the top of the water meter) is moving.
  6. Assess the size of the leak.
    • If the flow detector moves, then stops, then moves again, it is a good indication that your toilet valve is leaking or that there may be a very small leak.
    • If the flow detector moves slowly, it is a good indication that you may have a small leak.
    • If the flow detector moves rapidly, it is a good indication that you may have a larger leak or break in your line.
  7. Make repairs, as needed.
  8. Once repairs are made to stop the leak, contact Utility Billing Customer Service at (503) 390-8280 to see if you are eligible for a credit adjustment to your utility billing account.
  • A receipt for the repairs may be necessary for possible account adjustments.

If you would like assistance or have any questions, please feel free to call the office at (503) 390-8280, Mon - Fri (8:00 AM to 5:00 PM)

If there’s a WATER EMERGENCY, please call the after-hours line at (503) 393-1608