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Frequently Asked Questions (FAQs): Water Bills and New Online Payment Portal

Frequently Asked Questions (FAQs):
Water Bills and New Online Payment Portal

Where do I go to enroll in the new online payment portal? 
Please visit the following link to enroll: https://www.municipalonlinepayments.com/glencoeil. You will need your account number and last payment amount to create an account. Please note, if you register for an online account, your last bill payment amount will only be needed once for your initial log-in as a security feature.

The Village is pleased to partner with Municipal Services Online to provide online utility payment services. Features of the new online system include: 

  • Secure log-in where customers can save account details 
  • Prior transaction and consumption history
  • Bills in PDF format for easy viewing and/or printing 
Will my bill increase as a result of my new water meter?
It is possible that your water bill may increase if your older meter was not registering all usage. As explained here, older meters often slow or stop completely, which results in an under-reporting of actual usage. You may compare your usage to prior bills by using the chart here, or by contacting the Finance Department at (847) 835-4113.

Below is a video of a November 11, 2020 Glencoe Public Library presentation from Village Trustee Peter Mulvaney, Public Works Director David Mau and Water Superintendent Alex Urbanczyk that details comprehensive water system information. See video minute 44:33 for more information on why your utility bill may increase as a result of a new water meter.



What else can cause a high water bill?
In addition to new meters that may register more accurate (additional) water usage, usage may increase due to any of the following reasons:

  • older and/or inefficient plumbing fixtures and toilets;
  • an increase in usage due to an increase in the use of water for irrigation, either with or without automatic irrigation systems, especially in dry summer months;
  • filling and maintaining a swimming pool or hot tub;
  • a leak in a water line or plumbing fixture inside the house (a leaking toilet can waste 180 gallons per week) or irrigation system; or
  • lifestyle changes, such as working from home or at-home schooling.

If you suspect that you may have a leak in your private water system, it is recommended that you contact a plumber as soon as possible. The Public Works Department may also be able to assist in identifying potential leaks within your water system. Contact the Water Division at (847) 461-1652.

My bill is higher than last year at this same time of year. Why?
Your bill may be higher than last year due to an increase in your water consumption, which can be verified by contacting the Village’s Finance Department or by using the chart available here. This may be caused by increased irrigation use from one year to the next, or, specific to the current year, many households are spending more time at home (remote work and school) due to the COVID-19 pandemic, which in many cases has resulted in a significant increase in water usage in a number of areas, such as more toilets flushing, increased hand washing and bathing and water use for cooking and cleaning, etc. In addition, the difference in the volume of water that is used by older plumbing fixtures versus new WaterSense fixtures is significant and can contribute to the increased usage.


 

Your bill may also be higher due to any of the reasons noted above (leaks, inefficient plumbing fixtures, etc.). In addition, it is important to remember that rates sometimes increase on an annual basis in accordance with the Village’s budget process, which may also cause an increase in bills year over year. As noted by the water rate analysis completed in Fiscal Year 2018, the Village has not historically charged rates at sufficient levels to support the existing water production and distribution system, which led to recommendations for increases in rates over the next 10 years.  

The table below provides the percent change each year for water rate increases pursuant to the Comprehensive Rate Analysis. More information on the analysis can be found by clicking here.  


Are there any convenience fees assessed to customers using the portal?
No. There are no additional fees added to your utility bill if you choose to pay online. 

I pay my utility bill through an online bill payment service provided by my bank. Do I have to set up a new profile with Municipal Online Payments?
No. If you have arranged for bill payment through your bank, you do not need to change anything. However, please set up a new profile to view your consumption history and utility bills.

Can I just make a payment without creating a username/password? 
Yes. You may pay your bill as “guest.” However, by doing so you will need your account number and last payment amount each time you pay your bill using the portal. Village staff recommends creating an account to make it easier to pay bills using the portal in the future.

When is my payment credited to my account? 
Payments will be credited to your account within three to five business days. 

How much notice do I have to give you to stop auto-payments? 
Please contact the Finance Department via phone at (847) 835-4113 or e-mail at finance@villageofglencoe.org as soon as possible.   

I forgot my password for my online account. How do I reset it? 
On the log-in screen, select the “Forgot Password?” link (see below in blue). The system should send a password reset to the e-mail address that you used to set-up the account. If you do not receive the e-mail within 15 minutes, please check your spam or junk folder in your e-mail account.  

Can I set up multiple accounts? Can I access them under one log-in and password? 
Yes. One of the additional benefits of the online payment portal is the ability to add multiple accounts using the same profile. When you receive your new account number for the new address, simply add the new account to your Municipal Online Payment profile.

Who can I contact if I have additional questions? 
Please contact the Finance Department at (847) 835-4113 or finance@villageofglencoe.org.