Utilities Department General FAQs
The Utilities Web page lists City Ordinances and Resolutions regarding utility rates for water, gas
and wastewater.
Administrative Services
What are the utility rates?
Please visit the Utilities’ main web page to see the Rates, Ordinances and Resolutions. Or you can
contact us at 528-3502, and we can fax or send you the applicable rates.
Who do I contact for information regarding new utility installations, relocations and impact
fees?
Contact the New Connections Office at 528-3657, which is located at the Las Cruces Utilities
Building at 680 N. Motel Boulevard.
Where is your office located?
If you need new residential services or Customer Service, go to City Hall, located at 200 N. Church
Street. If this is for new construction, then go to the New Connections Office, located at 680 N.
Motel Boulevard.
I think my meter is over-read or the consumption is not correct on my bill, who do I contact?
Contact Customer Service, which is located at City Hall, at 541-2111 and they will submit the
service request to operations.
If I have a utility emergency or smell gas during non-business hours, who may I call?
Contact Utility Emergency Dispatch at 526-0500 or TTY 575-528-31575.
Who do I contact on questions on my bill or on a new request for service?
Contact Customer Service at 541-2111.
How much does it cost to get my utilities turned on? My electric service?
Contact Customer Service at 541-2111 for City utility services and El Paso Electric at 526-5555 for
electric service.
Can my utility service be transferred from one address to another over the phone or do I
need to come into the office? Or how can I cancel my utilities?
Contact Customer Service at 541-2111.
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.
Gas
I need a gas service line or a gas meter.
Contact the Administrative Services, New Connections Office at 528-3657.
There’s a gas smell in the house or around the meter.
Contact the Emergency Dispatch Office at 526-0500.
I need an inspection on a service line.
Contact the Inspections Office at 528-3059 or 528-3159.
I am going to be digging in my yard, who do I contact to mark the utilities?
You need to contact NM One Call at 811.
Solid Waste
When is my trash pick up or grappler pick up day?
This information is available to you on the City web site (www.las-cruces.org). Choose the Grappler
Information icon on the lower right side. By entering your address your trash pick day and grappler
pick up schedule can be found or you can call Solid Waste at 528-3700. Please be sure to have all
your items out by 6:00 a.m. on your service day to assure pick up.
Why was my trash container not picked up?
Items must be curbside by 6:00 a.m. and 4 feet away from any obstructions such as another
container, fence, wall, mail box, vehicle, or overhead wires. Trash can lids must be closed, not over
serviced, and wheels facing the curb or edge of street. There are some items that do not belong in a
trash container. For a list of these items, refer to the brochure that is provided to you at the end of
the year or call 528-3700.
Why were my grappler items not picked up?
Items must be curbside by 6:00 a.m. and 4 feet away from any obstruction such as another
container, fence, wall, mail box, vehicle, or overhead wires. Customers are allowed the equivalent of
one level, half ton pick-up truck load of grappler items on their grappler day. There are some items
that the grappler will not pick up. For a list of these items, refer to the brochure that is provided to
you at the end of the year or call 528-3700. Excess grappler items can be picked up at an additional
charge depending on volume. For information, please call 528-3700.
The lid on my container was not completely closed. Why was it not picked up and what can I
do to avoid this in the future?
If the lid is not properly closed there is a good likely hood that we will spill trash when we service the
container and trash will litter the neighborhood. Winds in this part of the country cause trash to
scatter when the lids are not closed. We keep your monthly costs down by picking up trash with
single operator automated system; we cannot take the time to clean up after cans that spill due to
over servicing. You can order a second container for only $3.72 per month or you can put excess
items out for the grappler on your grappler day.
What time does the driver pick up my trash, he is usually here at the same time every day,
but not today?
Trash will usually be picked up between 6:00 a.m. and 2:00 a.m. Due to mechanical breakdowns,
different operators, or other extenuating circumstances trash will not always be picked up at the
same time every day.
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 an extra container.
Regulatory Environmental Services
Why does the City of Las Cruces Water Quality Laboratory (WQL) sample drinking water in
the city?
The federal Safe Drinking Water Act (SDWA, Public Law 93-523) was enacted in 1974, and went
into effect in 1976. The purpose of the Act was to establish national, enforceable, standards for
drinking water quality, and to guarantee that water suppliers monitor water to ensure that it meets
national standards.
What analyses are done on the water sampled by the WQL?
SDWA Amendments passed in 1986 mandated the U.S. Environmental Protection Agency (EPA) to
establish standards for 83 drinking water contaminants by 1992 and identify an additional 25
contaminants for regulation every 3 years thereafter. The Act established either the maximum
concentration of pollutants allowed in, or the minimum treatment required for, water that is delivered
to the customers. The New Mexico Environment Department (NMED)-Drinking Water Bureau
(DWB) is responsible for regulating safe drinking water in New Mexico. All source-water sampling,
except for tribal and federal systems, is handled through the NMED-DWB. Water Supply Systems
are responsible for collecting samples from their distribution system. The City of Las Cruces Water
Quality Laboratory (WQL) routinely samples up to 92 sites for compliance equirements: haloacitic
acids and trihalomethanes because they are by products of disinfection; lead and copper because
they may be leached from plumbing solder in some systems; and bacteria (total Coliform) to ensure
that proper disinfection is maintained throughout the distribution systems operated by the City. The
frequency of monitoring for these constituents varies from monthly to once every three years.
Does the Water Quality Laboratory sample and analyze water for the private sector
(residence)?
The WQL does not sample and analyze drinking water samples for the private sector due to
scheduling and workload limitations. Work of the WQL is directed to compliance requirements and,
occasionally, special projects of the Utilities Department. Privately-run laboratories in Las Cruces
can provide analytical services for private purposes.
Water Resources
Occasionally water from my tap looks brown or dirty. Why is this and is it a health concern?
Water discoloration is typically caused by dissolved, naturally occurring minerals in our source
water, brown or black discoloration is caused by manganese, and iron. Their presence can affect
the aesthetic quality of the water by altering the color and taste slightly. However they pose no
health threats. The minerals tend to adhere to the sides of the water mains and break loose during
surging caused by high demand or water breaks. When the problem occurs, Water Resources will
flush the city water mains and customers are asked to flush their residential taps for a few minutes
after the city mains have been flushed. Call Water Resources at 528-3578.
Why does my water have a rotten egg/sulfur smell?
The rotten egg/sulfur smell in water is caused by naturally occurring sulfide ions in the City’s source
water. When water sits in water mains for long periods of time, the sulfide forms hydrogen sulfide
gas. The gas remains entrained in the water and is realized at the customers tap or shower head.
Call Water Resources at 528-3578.
What is the source of our water?
The source of our drinking water is ground water from the Mesilla Bolson. The Mesilla Bolson is a
deep aquifer, which extends down the entire length of the Mesilla Valley.
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.
Can you tell me the cost per gallons on residential water rates?
Call Water Resources at 528-3515 or Administrative Services at 528-3502.
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.
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.
What can I do if my water pressure is too high or too low?
The City of Las Cruces, Utilities Department Standard Operation Procedures states that the utility
will provide water pressure measured on the customer’s side of the meter at between 20 psi and
120 psi. If the customer requires higher pressure then what is being delivered at the point of
delivery, the customer can install a booster pump at the customer’s cost. If the pressure at the point
of delivery is higher that what the customer desires, the customer can install a pressure reducing
valve at the customer’s cost. Call Water Resources at 528-3578.
Is bottled water better than city water?
City water is as safe as bottled water. Bottled water is water that has been treated through some
type of filtration process to remove some of the naturally occurring minerals in water that may give it
a distinct taste. City water is not filtered; however it is sampled and analyzed for up to 121 potential
contaminants and meets or exceeds all requirements set by the Federal Safe Drinking Water Act.
Why is there water coming out from the street?
There might be a water line break and we need to go out and repair the line. Call Water Resources
at 528-3578.
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.
The sewer is backing up into my toilets, would you know why?
A wastewater line could be backed up. Call Water Resources at 528-3578.
I was doing my laundry and my water was brown so now all my clothes are messed up, what
can I do?
Call the City's Risk Management Office at 528-3665.
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