Utilities General FAQs
The Utilities Dept also has a Web page allowing the public to view Ordinances, Resolutions regarding utility rates for water, gas and sewer.
A new web page for the Las Cruces Utilities is in the works and will be linked to the current Utilities web page.
1. How much does it cost to get my utilities turned on? My electric service?
Contact Customer Service at 541-2111 for City utility services
El Paso Electric at 526-5555 for electric service.
2. Do I have to wait until I move out to get my deposit back?
Contact Customer Service at 541-2111.
3. Can my utility service be transferred from one address to another over the phone
or do I need to come into the office?
Contact Customer Service at City Hall at 541-2111.
4. Where is your office located at?
If you need new residential services or Customer Service, go to 200 N. Church Street (City Hall).
If this is for new construction, then go to 680 N. Motel Blvd. to New Connections office.
5. Where do I go or who do I call to get an extra trash container?
Contact Customer Service at 541-2111 to place an order for extra container.
6. My/a street light is out can you get someone to fix it?
Contact Public Works, Streets at 541-2505.
7. My water and/or gas has been turned off - who do I talk to about getting it turned back on?
Contact Delinquent Accounts at 541-2061 to make payment arrangements.
8. My water is coming out brown (or discolored or it smells bad) - why?
Call the Emergency Dispatcher at 526-0500 or the Water Department at 528-3578.
9. Was doing my laundry and my water was brown so now all my clothes are messed up -- what do I do?
Call City's Risk Management Office at 528-3665.
10. I am going to be digging in my yard, who do I contact to make sure I don't hit something?
Contact NM One Call at 811.
11. What do I do to get the address changed on my bill?
Call Customer Service at 541-2111.
12. Haven't received my bill yet - who do I call?
Call Customer Service at 541-2111.
13. Need to cancel my utility services - who do I contact?
Call Customer Service at 541-2111
Gas Department FAQs
1. Who do I contact to turn services on or off?
Contact Customer Service at 541-2111.
2. Who do I contact to get a service line or gas meter installed?
Call New Connections at 528-3657 to place an order. When the order is placed it takes 7-10 working days to install a gas service line. It takes 24 to 48 hours to install a gas meter after an inspection has been done and sent to New Connections.
3. Is there gas service line/gas availability at a particular address?
That information can be obtained by contacting Utilities New Connections at 528-3657. Address/location will need to be provided.
4. I haven’t received a utility bill. Who do I contact to find out when it was mailed out?
There are several cycles involved in mailing monthly utility bills. Contact Customer Service at 541-2111. They can provide the information when given an address or account number.
5. What do I do if there’s a gas smell in the house or at the meter?
Get out of the house. Call Dispatch at 526-0500.
6. Who can I talk to about a delinquent account/past due account?
You can talk to Delinquent Accounts at 541-2061 or 541-2111.
7. Who can I contact to make payment arrangements on a past due account?
You can contact Delinquent Accounts at 541-2061 or 541-2111.
8. My gas utility bill was higher than usual. Who can I talk to get an explanation as to why it was so high this month?
You can contact Customer Service at 541-2111. They will begin an investigation report.
Solid Waste Section Customers FAQ’s
1. When will my grappler items be picked up?
Call Solid Waste at 528-3700.
2. What day of the week is my trash picked up?
Call Solid Waste at 528-3700.
3. Why weren’t my grappler items picked up?
Every customer is allowed one level, half ton pick-up load on their grappler day and Items must be out by 6:00 AM that morning. Anything in excess of this will not be picked up. Grappler items must be placed in disposable bags or boxes on the curbside four (4) to five (5) feet away from where the residential container is normally placed and must be free of any obstructions. Excess items can be picked up at an additional charge depending on the volume. For further information please call 528-3700.
4. What time will the driver be by to pick up my trash? My grappler items?
Containers as well as grappler items must be placed at the curb by 6:00 AM. Please keep in mind that due to mechanical breakdowns and/or extenuating circumstances, trash containers are not always picked up at the same time every week.
5. What are the transfer station hours?
Transfer station hours are Monday through Friday from 7:00 AM to 5:00 PM and Saturday and Sunday from 8:00 AM to 4:00 PM. Transfer Station office hours are from 8:00 AM to 4:00 PM Monday through Friday.
6. Why hasn’t my trash been picked up yet?
As previously mentioned, trash pick up hours are usually from 6:00 AM to 2:00 PM however, please keep in mind that extenuating circumstances are unavoidable and trash containers are not always picked up at the same time every week.
7. Why won’t you pick up my trash if it is over serviced or the lid is not closed?
Over serviced containers cause trash spillage and littering. They should only be filled to the point where the lid can be securely closed. Heavy materials such as concrete, tile, sand, or gravel are not allowed in the containers.
8. What is considered over serviced?
An over serviced container is a container that is filled over capacity and where the lid cannot be securely closed.
9. Trash fell out of my container when it was getting serviced, why didn’t the driver get down and pick up the trash that was spilled?
It is the responsibility of the customer to make sure that the container is not over serviced and that the lid is securely closed in order to avoid spillage. If the driver is at fault for the spillage, drivers have been instructed to get down from their vehicles and recover any trash that has fallen to the ground.
10. What time does the landfill in Butterfield close? (Sunland Park, Hill, and Doña Ana).
Butterfield, Sunland Park, Hill, and Doña Ana fall under the County jurisdiction. Please call their main number at 647-7200.
11. What items will the grappler pick up?
Any extra trash that does not fit into your container, as long as it is placed in disposable bags or boxes will be picked up on your grappler day. Other items such as old refrigerators, appliances, and water heaters that have had the water drained will also be picked up. Branches must be cut in five (5) feet lenghts and tied together and can also be placed out for pick up.
12. What items won’t the grappler pick up?
Concrete, concrete blocks, bricks, rocks, asphalt, dirt or sod, any glass, sheet rock, any roofing material such as shingles, roofing tile; lead pipe or cast iron pipe, styrofoam, sheet-metal, cost iron bathtubs, any liquids such as paint, gas, oil, etc., and dead animals will not be picked up.
13. Why won’t the drivers get down to service the container if it is blocked or not in a location where they can service it?
To allow access by the automated equipment, the containers should not be within six (6) feet of parked vehicles, trees, mail boxes, etc. Therefore it is the responsibility of the customer, not the driver, to place their container where it can be picked up by the automated equipment.
WATER RESOURCES FAQ's
1. Why is my water coming out brown/dirty? Is it drinkable?
There could be a water line break or the fire hydrants need to be flushed (water has settled). Yes, it is just unpleasant to look at though safe to drink. Call Water Resources at 528-3578.
2. When are my watering days?
Even-numbered addresses can water outside vegetation on Tuesday, Thursday and Saturday. Odd-numbered address can water outside vegetation on Wednesday, Friday and Sunday. No watering on Monday. Call Water Conservation at 528-3549.
3. Can you tell me the cost per gallons on residential water rates?
Call Water Resources at 528-3515 or Administrative Services at 528-3502.
4. When a construction company is using the fire hydrant to water down land are they getting billed?
Yes, a construction meter is set-up and charged for usage.
5. Where can we get our water tested?
The City does not provide water testing services to the general public. You will have to call a water testing/treatment company in the yellow pages.
6. I am told we can obtain compost from the Treatment Plant is there a charge?
There is no charge all you need is the container or pick up truck where they can load the compost for you. Call Water Resources Treatment Plant at 528-3597.
7. The water pressure is low here at my residence can you tell me why?
Several reasons: 1) meter may not be working properly; 2) service line is plug; 3) water break in the vicinity; 4) problem with well; 5) problem in the customer side. Call Water Resources at 528-3578.
8. Why is there water coming out from the street?
There is a water line break and we need to go out and repair. Call Water Resources at 528-3578.
9. Why are there cockroaches coming out of the manholes?
Wastewater collection system needs to go out and spray the manhole. Call Water Resources at 528-3578.
10. The sewer is backing up into my toilets would you know why?
The city sewer could be backed up and we will send the Vactor truck to clean up the sewer. Get an address, name, phone number or call Water Resources at 528-3578.
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