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COVID-19 Guidance for Commercial Accounts

Public Utilities Department
Covid-19 Commercial Services Modification

The Public Utilities Department is committed providing you excellent service, and understands that water and waste accounts may need to be altered by our customers due to the COVID-19 virus.  Though our offices are currently closed to the public, we are still here to assist you and help and minimize the impact to your business. 

Utility Billing Division for Water/Wastewater

The City has placed a moratorium on water shut-offs for non-payment of the bill. However, water charges will continue to accrue and be owed. If you have issues paying your bill, we encourage you to contact Utility Billing to make payment arrangements, or to find out if there are subsidies for which you may qualify. 

Customers can obtain assistance with their water accounts by directing questions to [bot protected email address]  or call Utility Billing at 505-955-4333.   For service changes, be prepared with your

  • Account #
  • Physical address
  • Description of your request

Forms/Information is available on the website: www.santafenm.gov/customer_service_and_utility_billing

Environmental Services Division

ESD continues to provide services through this time.  We can reduce the frequency of collection if you are still operating, but at limited capacity.  If your business is temporarily closed, we can suspend your collections until you re-open. Or, we can cancel your service completely. 

To initiate service changes, please contact ESD at (505) 955-2200 or via email at [bot protected email address] and be prepared with your

  • Account #
  • Physical address
  • Description of your request

For suspension of service we will:

  • Empty your container on its last regularly scheduled service day
  • Leave the cart or dumpster on site. If you have a cart please secure it in a safe place until we start service again.
  • Place the service on hold in our billing system as of your last service date
  • Temporarily remove your address from our route list

If you are still operating, but at reduced capacity, you can suspend regular service, but still contact us for a periodic empty.  You can discuss options with our customer service team to evaluate what is right for you.

When you resume operations, we ask that you contact our office at (505) 955-2200 or [bot protected email address] to notify us to re-start your service, and we will resume billing in our system, and place you back on our driver’s route list.  Remember, if you do not contact us, you will not be serviced.

For cancelation of service we will:

  • Service your container on its next regularly scheduled day
  • Establish a work order for our crew to go and remove the container from the site.
  • Stop billing in our billing system on that date and remove you from the routing system.

 When you are ready to reestablish service with us you must contact our office at (505) 955-2200 or [bot protected email address] and a work order will be placed in our system to deliver a container. 

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