Water Services customer service update

Peterborough, ON – A new online customer service portal for City of Peterborough Water Services customers will be launched in early November, making it more convenient for customers to access information about their accounts and to pay their water bills. 

Along with the launch of the new customer service portal, Water Services customer service is being updated to reflect that Water Services is now a directly operated service by the City of Peterborough following the transition from Peterborough Utilities Commission on April 1, 2025. 

Customer service 

Water Services customer service can be reached Monday to Friday, 8:30 a.m. to 4:30 p.m. as follows: 

• Website: peterborough.ca/WaterServices

• Telephone: 705-742-7777 ext. 2650, Toll Free: 1-855-738-3755 

• Email: waterservices@peterborough.ca 

• In-person: Beginning Monday, November 3, 2025, in-person service will be available at Service Peterborough, City Hall, 500 George St. N. K9H 3R9  

With the transition of Water Services customer service to City Hall, the payment drop-box for Water Services at 1867 Ashburnham Dr. will no longer be available effective October 15, 2025. 

After hours 

For after-hours calls on emergency issues including watermain breaks, leaking hydrants, low water pressure, emergency water shut offs, water quality and rental water heater issues, call 705-748-9300. 

Online portal 

The City of Peterborough will launch the KUBRA MyHQ™ online customer service portal for Water Services in November. The City’s all-in-one portal for managing Water Services accounts, bills and payments will enhance service for Water Services customers, making it more convenient for them to access their accounts. Details about the features available through the new online customer service portal will be posted at peterborough.ca/WaterServices ahead of the launch of the service. 

In preparation for the launch of the new portal, the Peterborough Utilities Customer Self-Serve Web Portal services will be limited to only viewing bills, with other services in the portal paused, starting on September 30, 2025 while the online functions are transitioned to the new online customer service portal. 

Water Services billing 

Customers will start receiving Water Services bills from the City Peterborough beginning October 6, 2025. 

While the transition of Water Services operations from Peterborough Utilities to the City of Peterborough occurred on April 1, 2025, customers have continued to receive their bills from Peterborough Utilities until this point as the billing system was being upgraded before being transitioned to the City. Customers who receive their bills in the mail should now look for City of Peterborough Water Services on the envelope. 

Payments 

Every effort has been made to minimize or avoid impact to customers during the transition. Payment options are as follows: 

• Online portal: Kubra customer service online portal peterborough.ca/WaterServices, available after November 3, 2025.

• Pre-authorized Payment Plan: No change 

• Online banking payments: No change. When making payments through online banking, continue to select Peterborough Utilities Water as the payee.  

• Payments by mail: Make cheque payable to City of Peterborough – Water. Mail to City of Peterborough – Water Services, 500 George St. N. K9H 3R9. Please include your account number on the cheque. 

• Drop-box payments: Make cheque payable to City of Peterborough – Water. Drop into black mailbox in front of City Hall, 500 George St. N. K9H 3R9. The drop box at 1867 Ashburnham Dr. will be closed effective October 15, 2025. 

• In-person payments: Beginning November 3, 2025 customers can go to Service Peterborough at City Hall to pay their Water Services bill by cash, debit or cheque. 

The same Water Services team of employees that delivered high-quality water services and responsive customer support as part of Peterborough Utilities continue to provide these services at the City of Peterborough.