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Customer Service & Online Payments FAQ

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1. Why is there an excise tax charge on my bill?

We have included updates about the City of Federal Way excise tax in our bi-monthly Newsletters that are included with your invoice mailings.  Use the Search functionality at the top of any page of this site to find Newsletters articles on this topic.  One article in particular, "Federal Way and Edgewood Customer Excise Tax",  can be found in the July-August 2018, Issue #176  Newsletter.  It explains the formula which may be of interest to you.

Bi-monthly Newsletters

2. Can I pay my bill online and/or set up auto pay?

Yes. In September 2015 Lakehaven contracted with a new vendor, Retail Lockbox Management Services (powered by paystation.com) to handle our online payment processing.

To set up *auto-pay* you must register with your Lakehaven account # (found on the top of your invoice), email address, and create a password on Paystation . (A Lakehaven logo will identify us as the payee). Once you are logged into the system, click the tab to “Schedule a Payment.”

You may also make a payment without registering by clicking on the "Pay Without Registering" button. Please have your account number and the statement date ready to validate your account information.

For more information about making utility payments online visit Pay Your Bill Online page.

3. Where can I pay my bill in person or drop off after hours?

Lakehaven Water and Sewer District, 31627 1st Avenue S, Federal Way, WA 98003-5201. Visit our Locations page to get Directions

4. I am having a technical issue with the online payment system, who can I contact for assistance?

In September 2015 Lakehaven contracted with a new vendor, Retail Lockbox Management Services (powered by paystation.com) to handle our online payment processing.

If you need assistance logging on to paystation.com, or you are experiencing other technical difficulties with the paystation.com website, please Email Lakehaven Customer Service.

5. How often does Lakehaven Water and Sewer District bill customers?

We send out bills bi-monthly. You will receive a bill once every two months.

6. How is my sewer bill calculated?

Your sewer bill consists of two components, a bi-monthly base rate and a charge based on the average amount of water you used in "the wet months". Sewer Rates

7. How is my water bill calculated?

Your water bill consists of two components, a bi-monthly base rate and a charge based on the amount of water you used in the billing period. Water Rates

8. Why do I have a previous balance on my bill for a property I just purchased?

Water and sewer charges are associated with the property rather than the occupant who incurs the charge. If you purchase a property and the final bill is not paid at closing, it will become your responsibility. Check with your Escrow Company to make sure they are paying the closing bill.

9. What do I need to do when I sell or purchase property in your district?

Complete the attached Ownership Change Form which requires: the property address, the seller's name and forwarding address, the buyer's billing information, the closing date, the Title/Escrow Company and phone number. Ownership Change Form

10. What do I need to do if I am renting out my property?

Lakehaven Water and Sewer District does not bill renters directly. We continue to bill the owner of the property . If you want the tenants to pay the bill you can request a copy of the bill be sent to the property address addressed to “Occupant.” Please call 253-941-1516 to request duplicate billing.

11. Can I transfer the bill into my name, if I am the tenant renting the property?

No, Lakehaven Water and Sewer District does not bill renters directly. The owner of the property can request a copy of the bill be sent to the property address, addressed to “Occupant.”

12. Can you help me prorate my renter's portion of their last bill?

Lakehaven Water and Sewer District does not stop and start billing when a renter moves in or out. If you read your meter the day the renter moves out and call us with that read, we can give you a verbal calculation of the renter's portion. If you do not get a read you can calculate the renter's portion based on the amount of days in the billing period that the renter was living in your house.

13. Why is my bill higher than usual?

The most common reasons for a high bill are changes in water usage and leaks. Did you do anything that would increase your water usage, such as watering lawns and garden, power-washing, filling a pool or having house guests? The increased bill could also be the result of a leak. Please see How to Check for a Leak?

14. How do I check for a leak?

Please see How to Check for a Leak?

15. Can I get a leak adjustment if I had a leak on my property?

The Board of Commissioners adopted updates to the District’s Leak Adjustment Program at the July 14, 2016 regular meeting. With these updates, customers repairing leaks in their service lines or home plumbing systems may apply for a leak adjustment no more than once in a two-year period. In order to be eligible, customers will be required to repair the leak within 60 days of the discovery of the leak and submit evidence of the repair. As proof, the District will require detailed receipts for repairs made by third parties (such as plumbers or contractors). For repairs made by customers, the District will require copies of receipts for repair supplies and a sworn declaration from the customer describing the repair, including a description and date of the repair work.
To apply for a leak adjustment please complete and submit. Leak Adjustment Request Form

16. Do you offer payment assistance for low income customers?

Lakehaven has partnered with the King County Multi Service Center to set up a fund to assist our customers. The Multi Service Center administers this program. Please contact Lily at 253-838-6810.  

Visit the COVID-19 Updates page for information about delinquent account options.

Customer Assistance Program

17. How can I make a donation to your Customer Assistance Program?

Please visit our Customer Assistance Program page. Customer Assistance Program

18. What is the Capital Facilities Charge Capacity Rental Program?

The Capacity Rental Charge allocates a charge to customers using more capacity in the water and/or sewer systems than purchased (typically at connection) for the property served. Please visit this link for detailed information Capacity Rental Charge