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I have a drainage problem on my property. Will the City fix this?
Will the City remove debris from the creek?
The sidewalk in front of my home is cracked/ crumbling/ uneven, who is responsible for repairing this?
Do I need a permit to work within the City’s Right-of-Way?
My neighborhood wants streetlights. What are our options?
My property is on a creek/ lake/ pond and the bank is eroding. Who is responsible for fixing this?
What is a Consent to Encroach Agreement, and when do I need one?
What is the water hardness?
What does the program consist of?
What is my balance?
I changed my pin, but now have forgotten it.
Can I pay with a credit card?
My payments are drafted from my checking account. How do I change to a new checking account?
I received two bills on the same day, why are they different amounts?
What is the address to mail my payment?
The balance on my bill went up this month, why?
How far in advance to do I need to notify the utility of a new service request or service cancellation?
Why can’t the date my bill is due be changed?
What is summer sewer relief and when does it start?
My meter pit is full of water, do I have a leak?
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Q: I have a drainage problem on my property. Will the City fix this?
A:
It is the property owners’ responsibility to maintain the drainage easements that exist on their property; however our inspectors will make a site visit to your property to try to help determine the nature of the drainage issue. The Engineering Department can also assist by sending letters to adjacent property owners to relocate private drains or remove objects out of the drainage easements, for example, if these are contributing to drainage issues. If it is determined that the drainage issue is being caused by a City storm or sanitary sewer failure, or water line (with the exception of the laterals servicing your property), the City will make necessary repairs.
Q: Will the City remove debris from the creek?
A:
Q: The sidewalk in front of my home is cracked/ crumbling/ uneven, who is responsible for repairing this?
A:
Sidewalk maintenance is the property owner’s responsibility. The City (Street Department) maintains perimeter sidewalks surrounding subdivisions and sidewalks along City streets. If you need to make repairs to your sidewalk, the City requires that you replace full panels of sidewalk, and as with any work in the City’s right-of-way, you (or the contractor performing the work) need to first obtain a right-of-way permit [PDF] from our office. The only exceptions to this would be if your subdivision is newly developed and the sidewalks are still covered under the performance bond, or if the damage to the sidewalk is being caused by a faulty City storm sewer pipe or sanitary sewer pipe (the laterals that serve your property are excluded).
Q: Do I need a permit to work within the City’s Right-of-Way?
A:
Yes, you will need to obtain a Right-of-Way Permit [PDF] and post a bond prior to beginning work within the City’s right-of-way. Please contact Fred Glaser, Right-of-Way Manager, in the Engineering Department at (317) 571-2677 with any questions.
Q: My neighborhood wants streetlights. What are our options?
A:

The City does not pay for residential street lighting. Homeowners Associations (HOAs) that wish to install street lighting have the following options:

  1. The HOA can work with Duke Energy (call their new service request line at 1-800-521-2232 to rent street lights. If the streetlights are rented from Duke Energy, the City would require a copy of the agreement between Duke Energy and the HOA for our records. Duke Energy would need to obtain a right-of-way permit [PDF] prior to beginning installation.
  2. The HOA can work with any lighting contractor to purchase streetlights (power would still be provided by Duke Energy). If the HOA purchases the streetlights, the HOA would need to apply for a Consent to Encroach Agreement, and the contractor would need to obtain a right-of-way permit [PDF] prior to beginning installation.
  3. Barrett Law
Q: My property is on a creek/ lake/ pond and the bank is eroding. Who is responsible for fixing this?
A:
The property owner is responsible for maintaining the erosion that occurs on their property. The City requires that the property owner submit a plan to the Department of Engineering prior to making improvements to the bank, and in some cases, the City may also require a Consent to Encroach Agreement, and a permit may be required from the Department of Natural Resources as well.
Q: What is a Consent to Encroach Agreement, and when do I need one?
A:
A Consent to Encroach Agreement acknowledges the placement of a private improvement within a public easement, or within City right-of-way. The agreement gets recorded with the property. The Consent to Encroach Agreement must be obtained prior to placing any improvements (fence, landscaping, private drain, signs, retaining walls, etc.) within an easement or City right-of-way. The Engineering Department will review the Consent to Encroach Application, and the Agreement will first be reviewed by the Law Department. Then the Agreement is signed by the property owner(s) and notarized, and then the final approval is by the Board of Public Works and Safety.
Q: What is the water hardness?
A:

Carmel Utilities softens water to within 8 grains of hardness prior to distribution. The hardness of the water may vary especially in times of high demand. If you were a previous Indianapolis Water Customer, and have not yet been converted to Carmel Water, the water you receive still comes from Indianapolis Water and has not been softened.

Q: What does the program consist of?
A:
Trash
  • Weekly trash pick up with a 96 gallon cart. A second* 96 gallon cart will be available free of charge upon request.
  • A smaller cart (65 gallon or 48 gallon) will be available free of charge upon request. 

Recycling:
  • Biweekly commingled recycling pick up is included in the program at no additional cost. A 96 gallon cart will be provided for recycling. A second* 96 gallon cart will be available free of charge upon request. 
  • Recycling pick up will be the same day as trash pick-up. 
  • A smaller cart (65 gallon or 48 gallon) will be available free of charge upon request. 

        *a total of 3 carts split between trash & recycling

Other:
  • Christmas tree pick up is included in the program at no additional cost. 
  • The seasonal pick-up of up to 20 bags/bundles of yard waste per week is included in the program at no additional cost. 
  • Bulky item pick up available at an additional $10.00 charge per item. 
  • 55 gallon overage bags for extra trash are available for purchase should residents ever need them. $2.50 each.
  • Extra carts (over the 3 provided in the base bid) will be made available at an extra charge of $5.00 per cart/per month. 
Q: What is my balance?
A:
Please click here to view your balance.

Note: the information on this site updates once a day. Payments made to the utility will not be reflected until the next business day.
Q: I changed my pin, but now have forgotten it.
A:
If you have forgotten your pin, contact the Customer Service office at 317-571-2442, between the hours of 8:00am and 4:30pm, Monday through Friday, and we will happily reset it for you.
Q: Can I pay with a credit card?
A:
Yes you may pay with a credit card. Please click here to pay your bill. You will need and account and pin number. If you have not used this site, the pin number is preset to the word “guest”. There is a $2.50 convenience fee assessed for each credit card transaction. At this time Carmel Utilities cannot accept electronic check.
Q: My payments are drafted from my checking account. How do I change to a new checking account?
A:
To change the checking account from which your Carmel Utility bill payment is drafted, download the bank draft form and attach a voided check from your new checking account. Please mail the completed form as soon as possible. You may also want to call the Customer Service office to stop draft from your old checking account if it is closed. Draft attempted from a closed account will incur an insufficient funds fee of $33.00. Please allow four weeks for bank draft to resume. Once draft has begun, “Bank Draft” will appear in the amount due box on the bill form.
Q: I received two bills on the same day, why are they different amounts?
A:

If one of the bills has disconnect notice printed on it, then that amount is the minimum that must be paid to continue receiving water and sewer service. The bill without the disconnect notice message shows then entire balance owed on your water and/or sewer account.

Q: What is the address to mail my payment?
A:
The mailing address for Carmel Utilities is:
P.O. Box 109
Carmel, IN 46082.
Q: The balance on my bill went up this month, why?
A:
There are several reasons this may happen. First examine the usage on your bill. It may be that consumption has increased. Examine your payment records. It may be that last month’s payment was inadvertently forgotten.
Q: How far in advance to do I need to notify the utility of a new service request or service cancellation?
A:
Carmel Utilities needs 24 hours notice prior to establishing new service or the cancellation of existing service. Please note that either request can only be performed Monday through Friday.
Q: Why can’t the date my bill is due be changed?
A:
Carmel Utilities bills according to geographic location. This is necessary because of the time needed to read water meters in each geographic area. Bills are sent out 6 times each month according to these geographic areas for a complete billing of the city.
Q: What is summer sewer relief and when does it start?
A:
Summer sewer relief runs from May (June bills) through October (November bills). During this period customers are billed their winter average for the sewer portion of the bill. To calculate the winter average, the six winter month usages are collected, the high reading and low reading are removed and the remaining four readings are averaged. This average is the most the customer will be charged for sewer during the summer. Customers who are new and do not have enough usage history are given the average usage for their area.
Q: My meter pit is full of water, do I have a leak?
A:
The water table in Carmel is high, so many meter pits in the city have water in them. That does not rule out a leak in the meter pit. An indicator of a possible leak would be very clear water in the meter pit. Ground water usually looks cloudy or dirty, though there are times that ground water may also be clear. If there is persistent clear water in the meter pit, call Customer Service at 317-571-2442 and a utility representative will investigate.
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