Frequent Questions

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Customer Service and Utility Billing are located in Room 260 of City Hall. Customer Service handles requests to turn on and turn off utility service for residential, commercial, and industrial customers. Customer Service also answers questions you may have about your utility bill or business license.

Business License Frequently Asked Questions 

 


Where are you located? (back to top)
City Hall, 155 Johnston Street, Rock Hill, SC 29731

What are your hours of operation?
(back to top)
8 AM to 5 PM Monday through Friday

Where can I pay my bill? (back to top)
There are several options for paying your utility bill:

Pay in person
City Hall, 155 Johnston Street, Rock Hill, SC 29731-1706
Pay at drop box beside drive-through window at City Hall
Pay at drop box inside of City Hall at the Collections Counter
Pay at drive-through at City Hall 8:30 AM to 6:00 PM Monday through Friday

Pay via Interactive Voice Response System
Call 803-329-5500 to pay with credit/debit card or electronic check 24 hours a day, seven days a week.  You will need your account number and the last four digits of your social security number.

Pay Online
Set up an account and register for electronic billing or make a payment online at the Rock Hill Utility Billing page.

Pay by Phone
Pay by calling a Customer Service Representative between 8:00 AM to 5:00 PM at 803-325-2500. Call volumes are heaviest on Monday and Friday so you may experience a longer wait. Pay by telephone IVR prompt at 803-329-5500.

Can my bill be drafted?
 (back to top)
Yes, Call Customer Service 803-325-2500 for a draft form to be mailed to you,
you can make your request in person at the office, or you may fax a copy of a voided check to 803-329-7008 with a bank draft authorization form. (PDF)

How do I apply for residential service? (back to top)

Residential property owners may send a completed service agreement (PDF) with a copy of a valid state issued photo identification to newservice@cityofrockhill.com or fax to 803-329-7008. Please note: Electronic signatures are not accepted.

Residential rental customers may send the completed service agreement and valid state issued photo identification with a copy of your lease or welcome letter. These may be sent with to newservice@cityofrockhill.com or faxed to 803-329-7008. Please note: Electronic signatures are not accepted.

Please allow up to 48 business hours for your application to be processed if applying via e-mail or fax. You will receive an email verification of the receipt of your request and an e-mail or phone call once your request is complete.

Customers may choose to apply for service in person at City Hall. Please be certain to bring a valid state issued photo identification. Customers who will own the residence but are in the process of purchasing should send a copy of their sales contract to enable service to be scheduled if service is currently on in the seller’s name.

If applying in person, please be certain to have the following information with you:

  1. Address the service is being requested for
  2. Date you want the service connected
  3. Social Security number
  4. Drivers license number or picture ID
  5. Home telephone number
  6. Name of any other adults in the household
  7. Address to mail the bill if different from the service address

Is a deposit required? (back to top)
A credit check will be done to determine if a deposit is required.
If you are responsible for paying an electric deposit, the range is $100.00 to $200.00
If you are responsible for paying a water deposit, the range is $25.00 to $50.00.
If you are responsible for paying a sewer deposit, the range is $25.00 to $50.00

Is there a service charge for connection? (back to top)
Yes, there will be a $10.00 service connection fee added to the first month’s bill.

Can my bill be paid by credit card? (back to top)
Yes, MasterCard, Visa and American Express are accepted at City Hall, the IVR and the drive through. Visa and MasterCard are accepted at the kiosk.

How often is my meter read? (back to top)
Monthly

How often is my account billed? (back to top)
Monthly

When should I expect to receive my first utility bill? (back to top)
Your first utility bill should arrive within 45 to 60 days after applying for service.

What is the average amount of water used per person, per household? (back to top)
Based on the national average, the amount used is 500 cubic feet (3,740 gallons) per person per month.

How long does it take to have service connected? (back to top)
Service can be connected the next working day, or you could request same day service for an additional $20.00 same day service fee if the connection request is made before 12:00 PM in person. If applying by e-mail or fax, please allow 48 business hours for processing.

How do I disconnect my service? (back to top)
If you currently have service with the City of Rock Hill for utilities and need to schedule disconnection of those services, you may send your request by e-mail to disconnectservice@cityofrockhill.com . Your request must include the following information to be processed:
  • Account name
  • Account number
  • Last four digits of Account holders Social Security Number
  • Address to be disconnected:
  • Forwarding address
  • Date service is to be disconnected

You may also call 803-325-2500 to schedule service transfers at least 24 hours prior to your request date. Please note call volume and wait times are heaviest on Monday and Friday so calls on those days may take longer to be answered.

Requests cannot be completed without all of the above information. Please allow 24 business hours for requests to be processed. You will receive an email confirmation that your request has been completed. You may also call 803-325-2500 to schedule service disconnection at least 24 hours prior to your request date. Please note call volume and wait times are heaviest on Monday and Friday so calls on those dates may take longer to be answered.

How do I transfer my service? (back to top)
If you currently have service with the City of Rock Hill for utilities and need to transfer those services, please note that your account balance must be current.  You may send your request by e-mail to transferservice@cityofrockhill.com . Your request must include the following information to be processed:
  • Account name
  • Account number
  • Last four digits of Account holders Social Security Number
  • Address for service to be transferred from
  • Date service is to be disconnected at this address
  • Address for service to be transferred to
  • Date service is to be connected at this address
Requests cannot be completed without all of the above information. Please allow 24 business hours for requests to be processed. You will receive an email confirmation that your request has been completed.

 

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