- Water Department & Utility Billing
Water Department & Utility Billing
If your account is scheduled to be disconnected, you MUST make your payment either at City Hall (405 Municipal Drive) or by calling: 817-985-2120 or 1-855-203-1318 (toll-free). Making a payment via another method, including online or at the kiosk, may not prevent disconnection. Under certain circumstances, payment arrangements can be made. There are also several organizations listed in our Resource Directory that sometimes offer assistance with utility bills.
City of Kennedale and FATHOM to Separate
FRIDAY, NOVEMBER 15, 2019
In August of this year, the City of Kennedale entered into an agreement to end the utility billing services FATHOM has been providing to Kennedale customers since 2012. The purpose of this separation agreement was to accommodate the transition of those services from FATHOM to the City of Arlington, pursuant to continuing efforts to provide improved customer service. The transition of customer billing to the City of Arlington is progressing and is anticipated to be complete by December 31, 2019.
However, on Saturday, November 9, 2019, the City received email notification from FATHOM that they will be going out of business. The email stated, “Despite a massive effort this year, we [FATHOM] have not been able to secure an investment or additional debt to save our business”.
On Tuesday morning, FATHOM hosted a webinar with their client Cities across the nation, at which time we were notified that FATHOM will discontinue all contracted services as early as November 30, 2019. The City of Kennedale, along with many other client Cities, was astounded by this announcement and frustrated that FATHOM representatives did not forewarn clients of this possibility.
City leadership is committed to transparency and responsiveness to our citizenry. We are sharing this information with our customers as quickly as possible, and will continue to provide updates on the City’s website as new information becomes available. We appreciate your patience and understanding as we work to mitigate any inconveniences that this event might create for City of Kennedale utility customers.
Our objective is to expedite the planned transition of our utility billing to the City of Arlington, in ongoing efforts to enhance customer service levels.
Regarding account payments, customers are to continue making regularly scheduled payments on their utility accounts. Revenues from bill payments will continue to be received by the City of Kennedale, whether billed by Fathom or another provider. As long as payments are received by the indicated due date on each invoice, you will see no interruption to utility service during this transition. At some point in the near future you will, however, see a new billing format and a different payment address, as FATHOM will no longer be billing nor processing payments for City of Kennedale utility customers. Again, simply continue paying your utility bills by the due date indicated on each invoice.
Further information will be provided as it becomes available.
Sign up to receive your monthly utility bills via email by visiting the Customer Service Portal or calling 817-985-2120 or 1-855-203-1318.
Please be aware that if you choose to receive electronic statements via email, you will no longer receive a bill in the mail, but will still be responsible for submitting payment before the due date.
The Utility Billing Department provides customer service; bills and collects for water, sewer, trash, and stormwater in a timely and accurate manner; assists with service requests; and provides information related to billing and services. The department also acts as a collection point for monies received by other city departments.
Duties & Responsibilities
Duties and responsibilities of the Utility Billing Department include:
Recently, the City of Kennedale Utility Billing Department mailed notices to customers offering them the option to protect the personal information associated with their accounts. Because cities are subject to the Texas Public Information Act — and the utility is owned and operated by the City — requests can be made for information that could potentially include customers' personal information. Because of this, the City is providing all utility customers with the opportunity to protect their private information by completing this form. By marking the boxes and returning the form, you are merely exercising the rights afforded to you by state law to request that — if the City receives a request for utility-related information — the information provided will not include your personal information (address, telephone number, and social security number) and/or your consumption and billing information.
Under state law, a public utility is allowed to charge a one-time administrative fee for the staff time necessary to notate and carry out the privacy preferences for each account. After discussion, staff felt that there should be no fee attached to this service, which is why you see a stated fee of $0.00 on the form. The purpose of this form is only to protect your privacy and will have no direct impact on your monthly billing, overall water rates, or the ability to perform a comprehensive rate study.
Download the Request for Confidentiality of Information Maintained by the City of Kennedale Utilities Department Form (PDF). If you have any questions, please call 817-985-2122.