Customer Information During Transition of Water Services

As part of the transition of water services from Peterborough Utilities Commission to the City of Peterborough, customers can expect continued high-quality service from the same experienced team. The only changes will be to the appearance of invoices and some customer support processes.

Water services include water treatment and distribution, sewer services, stormwater management and the rental of water heaters. 

Invoices 

The City of Peterborough will begin invoicing customers on October 6, 2025. Rates and fees remain unchanged; only the appearance of the invoice will change.

Customer Service

Customer Service hours of operation will remain the same, the phone number will change. Representatives are available Monday to Friday from 8:30 a.m. to 4:30 p.m., by phone 705-742-7777 ext. 2650, email waterservices@peterborough.ca or in-person at Service Peterborough, City Hall, 500 George St. N. 

For after hours emergencies including water main breaks, leaking hydrants, low water pressure, emergency water shut-offs, water quality concerns, or rental water heater issues, call 705-748-9300.

Customer Self Service Portal

KUBRA MyHQ™ is a new online self-service portal that will launch on November 3, 2025. This all-in-one portal will enhance customer experience for managing water services billing. The self-service portal currently used by PUC customers will close on September 30, 2025.

Payments Options 

• Pre-authorized or online payments: Customers using pre-authorized payment or online payment will experience no changes. Online payments will continue to be sent to Peterborough Utilities Water. 
• Mail: Customers mailing cheques should include the account number and make cheques payable to City of Peterborough – Water. Mail cheques to City of Peterborough – Water Services, 500 George St. N, Peterborough ON, K9H 3R9.
• Drop-box payments are available. Cheques payable to City of Peterborough – Water can be dropped into the secure black mailbox in front of City Hall, at 500 George St. N. The drop-box at 1867 Ashburnham Dr. will be closed as of October 15, 2025.
• In-person: payments will be accepted in-person beginning November 3, 2025. Visit Service Peterborough located at City Hall, 500 George St. N. Forms of payment include cash, debit or cheque.