Disputing a New York City water bill, and the deadline that actually matters

• Formal appeal Free, via My DEP Account, phone or Borough Office
• Leak Forgiveness deadline 120 days from the high bill's date
• Leak Forgiveness threshold Leak cost at least 200% of a normal bill
• Current water and sewer rate $13.50 per 100 cubic feet (FY2026)

The two kinds of dispute, and why the difference matters

DEP handles a disputed bill two different ways depending on what you're actually disputing. If you think the bill is simply wrong, the general route is a formal appeal that gets your bill manually re-checked. If a leak drove up an otherwise normal bill, there's a separate, named program built for exactly that, with its own eligibility rules and its own 120-day clock. Using the wrong path, or missing the leak program's deadline, is the most common way people lose out on relief they'd otherwise qualify for.

If you think the bill itself is wrong

DEP says it flags unusual billing spikes and reviews them before a bill is even mailed, and if a meter reading is in question, it issues an estimated bill until an accurate reading is available. Beyond that automatic check, DEP's own billing FAQ states that customers who believe their bill is inaccurate may submit a formal appeal, after which DEP staff will manually verify the accuracy of the bill and provide a written response. You can start that appeal for free through a My DEP Account, which lets you submit requests for meter inspections, billing disputes and refunds and track their status; by calling the customer service call center at 718-595-7000 (Monday 8am to 7pm, Tuesday through Friday 8am to 6pm, Saturday 9am to noon); through DEP's email intake form; or in person at any Borough Office, regardless of which borough you actually live in.

If a leak caused the spike: the Leak Forgiveness Program

This is a separate, more specific track, and it's the one worth knowing by name if a burst pipe or a running toilet drove up your bill. To qualify, your property must be on metered billing, and the leak has to have cost at least 200% of a normal bill from a representative billing period (DEP lowers that threshold to 150% in certain cases where meter data wasn't readily available). Every type of leak now qualifies, including ordinary fixtures like toilets, sinks and showers. You must fix the leak within 120 days of the date on the original bill that carried the high charge, and request leak forgiveness within that same 120 days, either by creating a high bill dispute online through My DEP Account or by mailing a written request. You also can't have received leak forgiveness within the previous two years.

Approved forgiveness reduces the bill by half, though DEP caps the discount so the final amount owed never drops below 150% of your property's typical bill. You don't need to prove the leak was repaired if your property has a working automated meter reading device on the meter; if it doesn't, you'll need a plumber's receipt instead. DEP responds to every written request in writing, and an approved credit shows up on your next bill. If you genuinely didn't discover the leak in time, the 120-day repair window can be extended by another 180 days, but only with proof from a licensed plumber that the leak could not reasonably have been found sooner.

What you're actually being billed, so you can tell if it's wrong

For the fiscal year that began July 1, 2026, the metered water rate is $5.35 per 100 cubic feet, and the combined water and sewer charge is $13.50 per 100 cubic feet; DEP bills in those hundred-cubic-foot (HCF) units, where 1 HCF equals 748 gallons. Most small properties are read by an automated meter reading device roughly every four hours and billed every three months. Late payment charges apply to any overdue balance and, as of July 1, 2025, run at an annualized 6% for properties (or co-op units) assessed at $250,000 or less, 9% for those assessed between $250,000 and $450,000, and 16% above that. Paying by debit or credit card carries a 2.25% convenience fee, and any payment you make takes at least three business days to post.

Disputing doesn't pause collections, so don't just wait

A seriously delinquent account can draw real consequences: DEP can send a Water Shut Off Notice, a Legal Referral Warning Notice sending your account to attorneys, or a Pre-Lien Notice, and the city's Department of Finance can separately send a 90 Day Lien Sale Notice ahead of including your property in a tax lien sale. To avoid service termination, DEP says you must pay your outstanding balance in full or enter a payment agreement with a 25% down payment before the termination date on your notice; miss that and service is terminated. If you're disputing a bill and a notice has already gone out, don't assume the dispute cancels the process automatically. Even after a Legal Referral Warning Notice, DEP's own answer is to call 718-595-7000 or visit a Borough Office to raise the dispute directly. For payment agreements specifically, DEP's collections unit can be reached at 718-595-7890 or collectionsunit@dep.nyc.gov.