Frequently Asked Questions Where can I come to pay my bill? Payments can be made in person at the City Hall building on the first floor. City Hall is located at 100 S. Market Street in Troy. You may pay in person at the counter, or you can place your payment in the Night Depository. The Night Depository is immediately to the right inside of the main door. This Depository is emptied daily. We do not recommend placing your payment in the Night Depository if you have received a disconnect notice. What are the hours of operation? Office hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. The Night Depository is available 24 hours a day, and is located in the lobby area, first floor, Market Street entrance. How can I contact Customer Service regarding my bill? You can call (937) 335-4151 during the office hours of 8:00 a.m. to 5:00 p.m., Monday through Friday. What pay methods can I use to pay my bill? Payment may be made in person at the Utility Billing office via cash, check, money order during business hours at our offices on the 1st floor of Troy City Hall. “Starter” checks including those where the account holders name, address and account number are not preprinted on the check cannot be accepted. Cash cannot be returned for checks, money orders or charges in excess of the amount due on a utility account; the excess amounts will be applied to the utility account and appear as a credit towards future bills. No third party checks (checks where the payee is other than the City of Troy) can be accepted. Payments are not accepted by phone. Post dated checks will not be accepted. You may sign up for Automatic Deduction from your checking account. An application form is available on this website. (If you have signed up for Automatic Deduction and your due date falls on a weekend or holiday, it will be deducted from your account on the business day prior to the weekend or holiday.) Click here for more information on Automatic Deduction and to download the form. Other payment options are being considered, so please check back on this website or contact our office for updates on when other options may be available! A 24-hour drop box is available in the lobby of City Hall for payments via check or money order. Payments may be mailed to City of Troy Utility Billing, 100 S Market St, Troy OH 45373. Customers should allow a minimum of 3 working days mailing time for payments to reach the Utility Billing office. Customers using on-line banking should be aware that payments are not sent to the City electronically; each bank or payment processor prints checks and mails them to the City for processing. A minimum of 5 working days should be allowed for on-line banking payments to reach the City. Customers are responsible for including their complete account number on their on-line banking payments. Failure of a customer to include the correct account number on an on-line banking payment may result in payment to an incorrect account. Are there agencies that can assist with payment of my utility bill? There are several local agencies that provide many outstanding services to our residents, and assistance with bill payment is one of those services. For specific guidelines or to see if you qualify, you must directly contact the agency to see if they can assist. Partners in Hope 335-0448 Salvation Army 339-4810 St. Vincent 335-2833 FISH 335-1440 New Path 669-1213 (Ginghamsburg Church, Tipp City OH) What are the charges on my bill? W Water S Sewer R Recycling and Refuse ARR Arrears – Past due amount STW Stormwater – This charge is assessed for the water runoff from snow and rain that is regulated by the Ohio Environmental Protection Agency (EPA). A more detailed explanation of this charge can be found back on the Billing and Collection main page. Can my payment date be changed? No, the payment date is based upon how the City has been divided. There are four different sections within the City, and the due dates are set by Section. The due dates are the 7th, 14th, 21st and the 28th of each month. It is important to remember that your bill will be due on the same day every month. Failure to pay by the due date will result in a 10% late fee (except when the due date falls on a weekend or holiday). When your due date falls on a weekend or an observed holiday, the bill due date becomes the first business day after. I own a property and rent it out to others. Why am I responsible for any unpaid utility bill? The City of Troy Chapter 909.03 states that the property owner is responsible for the payment of any and all charges billed for service at the owner’s property, whether the account for such charges for the property is carried in the tenant’s or another’s name. The signing of an indemnification card is required by the City, and the owner must sign this card for the service to be placed in the tenant’s name. This also serves as notification to the owner that they are responsible for any charges regarding the service at their property. How do I sign up for utility service? I am a new resident in Troy. To sign up for new service, simply appear at the office of Utility Billing, 100 S. Market St, Troy OH, first floor during normal working hours. You must complete either a “Utility Contract for Owner Occupied Property” or a “Utility Contract for Tenant Occupied Property”. (Both of these forms are available on the website, if you prefer filling them out and bringing them to the office with you.) You must present a photo ID (driver’s license or state ID card) as acceptable proof of identification. For either owner or tenant occupied property, all adults sharing the living space must appear at the office of Utility Billing and present an acceptable proof of identification. All adults sharing the living space will be listed on the contract. For owner occupied property only, a married couple (with no other adults sharing the living space) may have just one person complete the application process and present acceptable proof of identification. The following additional supporting documentation is required: For tenant occupied property: * Provide copy of lease agreement For owner occupied property, one of the following is required: * Copy of deed showing property ownership in the name of the applicant(s); * Copy of closing papers from title company showing property ownership in the name of the applicant(s); * If the property has not yet closed, a copy of the accepted Contract to Purchase showing the name(s) of the intended purchaser(s)   of the subject property. If any delinquency exists for new service customer, this must be resolved prior to new service being completed. Please contact our office if you have any questions regarding any potential delinquency that may exist in your name, or for any adults sharing the living space. If I have had a water leak, am I eligible for an adjustment to my bill? Adjustments for water leaks / plumbing problems may be made with the following general guidelines: * The problem must be repaired and proof of repair must be provided in writing. No adjustments will be considered until the problem is fixed and proof of repairs is provided. * Adjustments are limited to the last two meter readings or last two monthly billings. No adjustments will be made for problems that were not fixed for longer periods (i.e. water leak has been ongoing for one year and has just now been repaired). Only the last two months will be reviewed for possible adjustment. * Adjustment will be for the sewer portion of the bill ONLY. NO adjustment will be considered for water which has been expended.The sewer portion of the bill will be considered for adjustment, since, in most cases, the problem would have resulted in no outflow through the sewer system for water expended. I have a swimming pool, and am preparing to fill it for this year. Am I eligible for any adjustment to sewer charges for the water used to fill the pool? One pool adjustment per 12 month period per account is permitted. The adjustment will be made for the sewer portion of the billed amount only and will only be provided under the following circumstances: * The customer contacts the Utility Billing customer service technician PRIOR to filling the pool. * The Utility Billing customer service technician will obtain a reading prior to filing the pool. (Note: residents should contact the office at least 24 hours prior to filling the pool to allow time to obtain the proper reading). The technician may require a service man to certify that the pool is at the subject property address. * The customer service technician will obtain a second reading after the pool is filled. The sewer adjustment will be based on the amount of water consumption for the period while the pool was filled. I just purchased a new home (new construction as well), and am preparing to lay sod. I know that it will require some extensive watering for the first couple of months to ensure success. Am I eligible for any adjustment to sewer charges for the water used to care for my new lawn? If you are a new customer, you may make an inquiry regarding the New Lawn program during the application process. If you are an existing customer, you may make an inquiry by phone. Whether for new construction or total lawn replacement, an adjustment to sewer charges may be permitted upon the applicant completing the following process: * The customer / applicant contacts the Utility Billing office with the request. * An internal document is completed, and forwarded to the appropriate supervisor / foreman. * Visual inspection of the property address is made, and the technician completing the visual inspection will sign a certification after assessment that either new construction warrants an adjustment, or that total lawn replacement is occurring at the subject property. * The certification is returned to the Utility Billing office. * A consecutive three-month adjustment to sewer will be permitted, based either on service address property history, or when no history is available, based on an equitable average of similarly sized subject properties. For properties that require more extensive watering, an irrigation meter is recommended. If I have a question regarding trash pick-up, recycling (including how to obtain a recycling container), brush and leaf pick-up, or grass clippings, who do I call? You will contact the Central Maintenance Facility at 335-1914. Their business hours are 7:30 to 3:30, Monday through Friday (except recognized holidays.) They will be happy to assist you with all of these matters. Where can I purchase trash bags for lawn clippings, leaves, twigs and small brush? (T-Bags) You can purchase the T-Bags at City Hall, 100 S. Market St, Troy OH, in the office of Utility Billing on the first floor. The cost per bag is $1.25. The bag is placed out with your trash on your regular trash collection day. Note: The T-Bags are a standard 30 gallon bag. What are the hours of operation for the Dye Mill facility? Current hours of operation are: 12 pm to 8 pm Monday, Tuesday, Thursday, Friday 9 am to noon Saturday Closed Sunday. How can I establish a bulk water account? To establish a bulk water account, you must appear at the office of Utility Billing, City Hall, 100 S Market Street, Troy OH, first floor during normal working hours. You must present an acceptable form of identification (driver’s license, state ID card). Upon completion and signing of a contract, you will be given a PIN number, unique to your account. Do not share this PIN number, as bulk water is directly billed to you whenever your PIN is used to access. Bulk water is distributed at the Water Treatment facility. Once a month, you will be billed for usage. Any late payment will result in the account being frozen until paid in full. I recently got married / divorced. How do I go about changing my name on my current utility account? Stop by the office of Utility Billing, City Hall, 100 S. Market St, Troy OH, first floor during normal working hours. You will need to sign a new contract for service, provide an acceptable form of identification (driver’s license, state ID card), and provide a copy of legal paperwork which documents the marriage / divorce. Do you have contact information for other utilities or agencies in the area? ELECTRIC SERVICE Dayton Power and Light 1-800-433-8500 Pioneer Electric 1-800-762-0997 GAS SERVICE Vectren 1-800-909-7668 TELEPHONE SERVICE Verizon (Home / Business) 1-800-483-4000 CABLE TV SERVICE Time Warner Cable 1450 Experiment Farm Rd 339-4770 TROY AREA CHAMBER OF COMMERCE For Maps, Phone Books, Etc. 405 Public Square SW, Suite 330 339-8769