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Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Notice and timing

How delinquency is handled

Grace period after the due date

Bills are delinquent on the 21st day after the date shown on the bill. If still unpaid, the service is disconnected on the cut-off date printed on that bill; the City does not replace the bill-specific cut-off date with one universal day count.

Late-fee calculation

The current pay-bill page identifies the day-21 delinquency trigger and bill-specific cut-off date but does not state a universal numeric late-fee percentage in the browser-readable payment instructions. The City application and account terms refer to a late-payment penalty on past-due amounts. Customers should use the exact amount and penalty shown on the live bill; payment arrangements of up to 12 months are available through the City.

Disconnection timeline

The operational progression is bill date, day 21 delinquency, then disconnection on the cut-off date printed on the bill if the account remains unpaid. After payment, the customer must speak with a Customer Service Representative during Monday–Thursday 7:00 a.m.–6:00 p.m. to schedule restoration; an online or IVR payment by itself does not complete the reconnection appointment.

Statutory warning protocol

What notice should you expect?

Hollywood prints the notice to discontinue service and the applicable cut-off date on the utility bill. The current public policy does not promise a separate automated-call, text, door-hanger, or fixed multi-letter sequence. Customers should treat the bill's cut-off date as controlling and contact (954) 921-3938 before that date to seek a payment arrangement or after payment to schedule reconnection.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

The City's current comprehensive fee schedule lists a $35 disconnection-for-nonpayment fee per occurrence. After paying, the customer must call Utility Customer Service to arrange reconnection; the public payment page does not publish a separate after-hours restoration fee or guaranteed same-day schedule. A service disconnected for leaks or waste also requires the condition to be remedied and the applicable turn-on/disconnection charge paid.

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from City of Hollywood Department of Public Utilities – Water and Wastewater should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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