Redwood Terrace
Water System

Payment 
Members will receive an invoice via email between the 1st and 10th of the month. Payments will be due on the 15th. Links will be provided to pay online. If members prefer to send a check, please mail checks to P.O. 116 San Gregorio, CA 94074. When mailing, please note that it may take time for the payment to reflect on your account. 
It would be helpful to add  redwoodterracewatersystem@gmail.com and quickbooks@notification.intuit.com to your email contacts. This will prevent invoice communications from going to your junk or spam folders.
Usage Rules
Members are allowed 200 gallons per day (monthly average)
Excess charge $3.00 per gallon (monthly)
Maintenance fee $350.00 monthly (included in monthly usage fees or billed separately if there is no usage
 

Redwood Terrace Water System - Residential Water Shut Off Policy Due to Non-Payment

 

Purpose:

This policy outlines the procedures and support available for members of the Redwood Water Terrace System (RTWS) community in the event of potential water service disruption due to nonpayment. Our goal is to ensure continuity of service while providing flexible payment solutions and a clear avenue for disputes and discussions.

 

1. Non-Payment of Water Utility Bill:

A Member’s water service may be discontinued for nonpayment of a bill for service rendered at any location served by the RTWS provided such bill is delinquent on payment for at least sixty (60) days from original date of mailing of the initial bill.  No less than seven (7) business days before discontinuation of residential service for nonpayment, RTWS shall contact the Member named on the account by telephone or written notice. Discontinuance of service or “Shut-off Notice” will be delivered seven (7) days prior to discontinuation by written notice delivered by mail to provide the “Delinquency/Shut-off Notice” to the Member and/or the property where service is provided. As a condition to avoid discontinuation of service, RTWS, may offer options to avoid discontinuation of residential service, including, but not limited to discussing alternative payment schedules, deferred payments, minimum payments, how to request amortization of an unpaid balance, and how to petition for bill review and appeal.

 

1. Deferred Payments, Reductions, Amortization Payments or Alternative Payment Schedule:

RTWS will not discontinue service while a Member’s payment is subject to a RTWS-approved deferral, amortization, or alternative payment schedule, and the Member remains in compliance with the RTWS approved payment arrangement and their current bill. Only one payment plan may be exercised at a time per Member’s account.Members experiencing financial hardship are eligible to apply for deferred payment plans. These arrangements are tailored to individual financial circumstances, allowing for extended payment deadlines or adjusted payment amounts based on the specific needs of the member. To initiate a request for deferred payments, members should contact the board via email: Redwood Terrace Water System redwoodterracewatersystem@gmail.com prior to the deadline shown on the Shut-Off Notice.  A request will be granted if the Member can meet all of the following conditions:

• The Member, or a tenant of the Member, submits to RTWS a certification from a primary care -provider, that discontinuation of residential service will be life threatening to, or pose a serious threat to the health and safety of, a resident of the premises where residential service is provided. 

• The Member demonstrates (documents) that he or she is financially unable to pay for residential service within RTWS’s normal billing cycle. The Member shall be deemed financially unable to pay for residential service within RTWS’s normal billing cycle if any member of the Member’s household is a current recipient of CalWORKs, CalFresh, general assistance, Medi-Cal, Supplemental Security Income/State Supplementary Payment Program, or California Special Supplemental Nutrition Program for Women, Infants, and Children, or the Member declares that the household’s annual income is less than 200 percent of the federal poverty level.  Please note existing Members that participate in the City’s Housing Utility Assistance Program (HUAP) do not automatically qualify the Member for this requirement. 

• The Member is willing to enter into an amortization agreement, alternative payment schedule, partial or reduction of the unpaid balance, or temporary deferral of payment.  RTWS may choose which of the payment options the Member undertakes and may set the parameters of that payment option. 

 

If only one or two of the above conditions are met, RTWS reserves the right to decide whether to enter into an alternative payment arrangement, and such decision will be solely at RTWS's discretion. If the Member fails to comply with the terms of the agreed upon payment plan (monthly overdue payment amount plus the entire current regular utility bill) for sixty (60) days or more, RTWS may discontinue water service to the Member’s property. RTWS will post a final notice of intent to disconnect service in a prominent and conspicuous location at the service address at least five (5) business days before discontinuation of service. The final notice will not entitle the customer to request a new payment plan or appeal process until the account is brought into good standing as determined by RTWS. 

1. Water Shut Off Schedule: If payment has not been received or an alternative payment plan has not been arranged prior to the deadline shown on the Shut-Off Notice, water service may be subject to shut off. The shut off schedule is as follows:

• First Notice (Courtesy Notice):  Members will receive a courtesy notice if their bill has been outstanding for sixty (60) calendar days as a reminder to settle the outstanding balance.

• Second Notice (Delinquency/Shut-Off Notice): Members who have been delinquent for at least sixty (60) calendar days on their current water bill shall be provided a Delinquency/Shut-Off Notice notice at least seven (7) calendar days prior to shutoff. 

• Third Notice (Final Notice): A final notice will be sent five (5) calendar days before the scheduled shut off date.

• Shut Off Date: If no payment or payment arrangement is confirmed by the end of the 5-day final notice period, water service will be shut off until payment is made or a payment arrangement is established.

1. Formal Mechanism for Contesting or Appealing Bills:

If a Member disputes a water bill, they have the right to contest or appeal the charges so long as the Member submits a written dispute to our billing department within 15 days of receiving the bill. RTWS may not consider any appeal submitted after such date. RTWS’s billing department will review any such appeal and the Member shall be informed of RTWS’s determination on the appeal in writing and all decisions shall be final. If charges are determined to be incorrect, RTWS will provide a corrected billing statement and payment of the revised charges will be due within ten (10) calendar days of the revised billing statement. If the charges are determined to be correct, the Member will be required to pay all outstanding amounts within five (5) business days from the date that a determination is sent to the Member. If any payments are sent via USPS mail, they must be postmarked by the due date. If an appeal is under review by RTWS or any resulting investigation is pending, the City will not discontinue residential water service. 

 

1. Contact Information for Avoiding Water Shutoff:

Members who are concerned about potential water shutoff due to nonpayment should contact our Redwood Terrace Water System via email redwoodterracewatersystem@gmail.com, or may call our office at:(650) 799-5366.

 

Implementation:

This policy is effective immediately and applies to all Members of the Redwood Terrace Water System. We encourage all Members to familiarize themselves with these provisions and reach out proactively if they anticipate difficulties in paying their water bills.

 

This Policy and notices required under SB 998 shall be made available in English, Spanish, and any other languages listed in California Civil Code 1632 and any other language spoken by ten (10) percent or more of the Members. 

 

Conclusion:

Redwood Water Terrace is committed to providing reliable and continuous water service to all our Members. We understand that circumstances can arise that affect timely payment, and we are here to support our community with respectful and practical solutions.

 

This policy draft aims to offer a comprehensive approach to handling situations of nonpayment in a way that supports members while ensuring operational sustainability for the water system.