Frequently Asked Questions
What are some causes for high water bills?
Toilets are the leading cause for customers within our service area to experience a high water bill. Toilets can leak without generating a noticeable sound. Customers are asked to frequently monitor their toilets for leaks.
Use of water from hoses. Customers with pools or are in areas of new home construction can see high water bills when the hose is left on.
Water softeners. Customers with water softeners have higher water bills due to the regeneration or backwash cycles their systems go through. The systems are preset to regenerate or backwash between 02:00 a.m. - 03:30 a.m. The systems will use water to clean the filter media and discharge the wastewater into the ground next to the system. There are times when these systems will get stuck in a cycle which will cause for larger amounts of water use and lower water pressure in the home.
What causes low water pressure at my sinks?
The faucets normally have a small screen or filter. These will often get plugged over time. Please check your filters before you call us.
What causes discoloration or salty tasting water?
Blackish water found in toilets or salty tasting water is found with customers who have water softening systems. We encourage these customers to regularly maintain their systems to prevent these side effects.
What is the source of Orange Tree Utilities' (O.T.U) water?
O.T.U draws its water from the lower Tamiami aquifer, a thick sequence of porous limestone and clay beneath the earth's surface. This valuable resource provides the safest and highest quality water available in the area.
Is O.T.U a division of another Utility?
No, we are not privately owed and operated. O.T.U. is a Florida Corporation.
How do I arrange to start service to my home or business?
Call our trained customer service staff at (239) 596-4088 five business days prior to closing on the property or moving. Please be prepared to provide your name, social security number, the property address and the date of the closing or move. Our customer service representative will provide information about your deposit at that time. (Forms link)
How can I pay my bill?
You have (5) five convenient options:
Mail your payment to
Orange Tree Utility, Inc.
4500 Executive Drive
Suite 110
Naples, FL 34119
When is your office open?
Customer Service hours are Monday – Friday 8 a.m. – 12:00 noon and 1:00 p.m. - 5 p.m., We suggest that you call with routine inquiries during those hours. However, our telephones are answered around the clock to respond to emergencies. Please call (239) 596-4088 to report service interruptions, low water pressure, sewer backup, or lift station alarm.
What is the utility's billing cycle?
Bills are issued monthly. Customers have 20 days to pay. Final notices are issued on the 21 day, providing an additional 5 days to pay prior to disconnection of service.
What if we do not get a monthly bill?
Customers do not receive a monthly bill should contact our office by the 10th of the month. Bills are issued monthly. In the event payment is not received, Final Notices will be mailed.
Can we pre-pay our account?
Yes, simply remit payment using one of the 5 authorized methods. Be sure to have your account number identified. ck with your account number on it. Any amount that you pay above the amount shown on your bill will be credited to your account and applied against future bills.
How can I find my account number?
Your Account number is listed on your billing statement in a two places. Both are on the Right side of the Statement. One right of the After Due Date and the other is lower after the Service Address. Account numbers are no longer than 4 digits.
When are deposits refunded?
If the following conditions are met, your deposit will be refunded automatically after 25 months of continuous service:
* if there have been no checks returned by your bank for insufficient funds,
* if service has not been disconnected for non-payment, and
* if there have been no late payments.
Can deposits be waived for owners?
No we are unable to waive deposits for property owners.
What is the base charge for a single-family home?
The base charge depends on the meter size and monthly service. The average home is equipped with a three-quarter-inch meter, with a monthly base charge of $14.34 for water and $13.67 for sewer service.
If we leave for the summer or an extended trip, do our bills stop?
No, even if the water is turned off, base charges for water and sewer service continue.
If we're away for an extended time, can our bill be sent to an alternate address?
Yes. All changes to accounts must be in writing. (Forms link)
If we sell our property or move, what information should we provide to O.T.U? How far in advance should we call?
Five business days before the property closing or the move, please have your Realtor fax the following information to us at (239) 596-4091:
- * The closing or moving date
- * Your name and phone number the mailing address for the final bill
- * The name and phone number of the new owners/tenants
We have a form customers can use to facilitate the request. (Forms link)
How do I change my mailing address?
We have a form customers can use to facilitate the request. All requests for changes to accounts must be made in writing. (Forms link)
What if we have rented or leased our property?
If the property is rented or leased, the Property owner remains responsible for all debt Property owners have two options when they choose to rent or lease the property.
- Property owners can keep the Account in their name and continue to pay for monthly service
- Owners can complete a Tenancy Agreement and have the monthly bills go to the tenant.
Water Restrictions and Guidelines
For residential users:
What are the restrictions for residents of Collier and Lee counties, excluding the City of Cape Coral?
Irrigation is permitted one day a week, Mondays through Fridays. Residents may choose from one of two “watering windows” on their designated irrigation day. You may not water during both time periods.
For properties less than five acres in size, if your address ends in:
- 1 or 2, water on Mondays from 4 a.m. to 8 a.m. OR from 4 p.m. to 8 p.m.
- 3 or 4, water on Wednesdays from 4 a.m. to 8 a.m. OR from 4 p.m. to 8 p.m.
- 5 or 6, or if the irrigation system waters multiple addresses, water on Thursdays from 4 a.m. to 8 a.m. OR from 4 p.m. to 8 p.m.
- 7 or 8, water on Saturdays from 4 a.m. to 8 a.m. OR from 4 p.m. to 8 p.m.
- 9 or 0, water on Sundays from 4 a.m. to 8 a.m. OR from 4 p.m. to 8 p.m.
For properties more than five acres in size, if your address ends in:
- 1 or 2, water on Mondays from 12 a.m. to 8 a.m. OR from 4 p.m. to 11:59 p.m.
- 3 or 4, water on Wednesdays from 12 a.m. to 8 a.m. OR from 4 p.m. to 11:59 p.m.
- 5 or 6, without a numbered street address, or if the irrigation system waters multiple addresses, water on Thursdays from 12 a.m. to 8 a.m. OR from 4 p.m. to 11:59 p.m.
- 7 or 8, water on Saturdays from 12 a.m. to 8 a.m. OR from 4 p.m. to 11:59 p.m.
- 9 or 0, water on Sundays from 12 a.m. to 8 a.m. OR from 4 p.m. to 11:59 p.m.
For more information please visit the official Water Management District website: http://www.sfwmd.gov
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