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1. Will I continue to have water service while the City searches for a new water billing provider?

Yes, there will be no interruption in water service to our customers. The change in billing services will not have any impact to the delivery of water to your home or business.

2. What happens to my start-up deposit or credit with Fathom after it ends its operations?

The deposits and/or credits will transfer over with the new water billing company.

3. How do I open or close a water account while the City searches for a new water billing provider?

To open an account, please fill out the new water service application. To close an account, call the Menlo Park Municipal Water office at 650-330-6750 or email Menlo Park Municipal Water. 

4. Do I need to cancel my water account's autopay with Fathom?

• Your autopay will cease to exist when Fathom closes their business.
• If you received a water bill for the month of November, your autopay should deduct from your account. You will not incur late penalties due to billing delays.

5. Will I need to set up autopay again with the new water billing company?

Yes, once we have a new water billing company, you will need to set up autopay again if you wish to use it.

6. How can I receive more information as changes to my water account occur?

We will inform our customers via letters, webpage updates, and email notifications when we have more information. You can also:

• Visit the Menlo Park Municipal Water website
• Sign up for email notifications at menlopark.org/notifyme and click on Water System Alerts

7. How can I pay my water bill?

You have two options to pay while the City searches for a new water billing provider:

• Pay in person – City Hall, 701 Laurel St.
• Mail a check to:

Menlo Park Municipal Water

Attn: Water Payment

701 Laurel St.

Menlo Park, CA 94025

8. What if I did not receive a November 2019 water bill from Fathom?

If you have not received a water bill this month, do not worry. We continue to track your water use via your existing water meter. Once a new billing system is in place, we will issue a bill that may cover a longer than normal reporting period.

We will make any adjustments necessary to ensure charges are calculated correctly. You will not incur late penalties due to billing delays.

9. Who will handle my water billing and customer service needs?

The City is looking at all options. If you have questions during this transition please call 650-330-6750 or email Menlo Park Municipal Water.