Customer Care
San Jose Water takes pride in the service we provide to our customers and our communities. Doing the right thing for our customers is more than a responsibility, it is a privilege. For us, customer service means being available to answer your questions promptly, respond quickly to emergencies, provide a safe and reliable water supply, and much more. We strive to provide you with a clear understanding of what drives your bill and who controls those costs. Browse this section to find information on billing and payment, service alerts, starting service, and other service topics.
Discover how easy it is to pay your bill online. No need to write checks or pay for postage.
Visit Customer Portal FAQs to learn more.
We provide many different ways to manage your water service. You can start or stop your service online or by email, phone or fax.
San Jose Water has partnered with Promise to offer our customers affordable, convenient, and flexible PromisePay payment plans for their past due bills.
Click here to learn more and enroll today!
We offer you an easy and convenient way to better understand your bill.
42% of your bill includes costs that we have no control over. They are set by Valley Water, Santa Clara County's wholesale water provider. While Valley Water's rate increases aren't regulated, our rates are reviewed and set by an independent third party, the California Public Utilities Commission (CPUC). The CPUC's mission is to protect utility customers and ensure the rates charged by all utilities are fair and reasonable.
Have a question about who is responsible for the water infrastructure on or near your property? We have all the answers for you in one spot!
How is My Rate Calculated?
Watch this video to find out.
We're Here to Help. Call or email us at (408) 279-7900 or customer.service@sjwater.com.
New Service Charge Calculations
In August 2022, SJW introduced a new way of calculating your service charge. Learn more about this new calculation.
System Impacts
S DS Terry Way between Rodrigues Ave and Paradise Drive
Start Date: Friday, August 21st 2026 - 8:30am
End Date: Friday, August 21st 2026 - 3:30pm
Location: Terry Way between Rodrigues Ave and Paradise Drive
Service Impact: Total Outage
Nature of Work: Hydrant Replacement
S CONST Briarwood Dr, Georgetta Dr
Start Date: Monday, August 24th 2026 - 9:00am
End Date: Monday, August 24th 2026 - 3:00pm
Location: Briarwood Dr, Georgetta Dr
Service Impact: Total Outage
Nature of Work: Mainline Tie-In
S CONST Adele Pl, Margot Pl, Dorrance Dr
Start Date: Thursday, August 27th 2026 - 9:00am
End Date: Thursday, August 27th 2026 - 3:00pm
Location: Adele Pl, Margot Pl, Dorrance Dr
Service Impact: Total Outage
Nature of Work: Mainline Ti-In
