Customer Service / Water Billing


The Utilities Billing Department consists of 10 employees all working together to provide the citizens of Roswell with water services.

Our major task is to accurately gather the necessary information to keep the water flowing to some 18,000 households and to prepare our customers’ monthly water usage bills.

This process is accomplished by physically reading water meters, analyzing the data and submitting these results for billing purposes.

The department also acts as the payment collect point for the city’s water bills and to assist customers on a variety of issues concerning the city’s water system.

New meters

As the new water meters are installed, anyone experiencing any problems related to a new meter once it has been installed by RTS Water Solutions should call the RTS Hotline at (940) 235-6991. If there is a leak around the new water meter, please do not call a plumber, but instead call the RTS Hotline at (940) 235-6991.

Anyone with questions or concerns about a water bill is encouraged to contact either Utility Billing Manager Sylvia Casarez at (575) 637-6265 or or Utility Billing Supervisor Martha Morales at (575) 637-6210 or

Annual rate adjustment

The City of Roswell annual water and sewer rate adjustment as established by city ordinance took effect Jan. 1, 2018. This adjustment is based on the Consumer Price Index associated with utility costs. This year’s adjustment was an increase of 3.4 percent. That translates to different dollar amounts for different customers depending on the customer’s meter size and water usage.

The annual adjustment, established in a 2013 city ordinance, adjusts the water and sewer rates to ensure the city has sufficient revenue to take care of system maintenance. Although the sanitation fee is also on the water/sewer bill, this adjustment impacts only water and sewer rates.