Frequently Asked Questions
What are some causes for high water bills?
Toilets are the leading cause for customers within our service area to experience a high water bill. Toilets can leak without generating a noticeable sound. Customers are asked to frequently monitor their toilets for leaks.
Use of water from hoses. Customers with pools or are in areas of new home construction can see high water bills when the hose is left on.
Water softeners. Customers with water softeners have higher water bills due to the regeneration or backwash cycles their systems go through. The systems are preset to regenerate or backwash between 02:00 a.m. - 03:30 a.m. The systems will use water to clean the filter media and discharge the waste water into the ground next to the system. There are times when these systems will get stuck in a cycle which will cause for larger amounts of water use and lower water pressure in the home.
What causes low water pressure at my sinks?
The faucets normally have a small screen or filter. These will often get plugged over time. Please check your filters before you call us.
What causes discoloration or salty tasting water?
Blackish water found in toilets or salty tasting water is found with customers who have water softening systems. We encourage these customers to regularly maintain their systems to prevent these side effects.
What is the source of Orange Tree Utilities' (OTU) water?
OTU draws its water from the lower Tamiami aquifer. This valuable resource provides the safest and highest quality water available in the area.
Is OTU a division of another Utility?
No, we are not. We are privately owned and operated. O.T.U is a Florida Corporation.
How do I arrange to start service to my home or business?
Call our trained customer service staff at (239) 596-4088 five business days prior to closing on the property or moving. Please be prepared to provide your name, social security number, the property address and the date of the closing or move. Our customer service representative will provide information about your deposit at that time. (Forms link)
How can I pay my bill?
You have (5) five convenient options:
1 - Pay your bill online through our website by using this link (note there is not an additional fee for paying online)
2 - Enroll in one of our Monthly Automatic Debit Programs buy completing either a Monthly Bank Draft or Monthly Credit Card Debit form available in the forms section
3 - Pay your bill online through your Bank (this process can take up to 12 business days to clear our system)
4 - Mail your payment to our office at:
Orange Tree Utility Co, Inc.
4500 Executive Drive
Naples, FL 34119
5 - Visit our office and pay your bill in person during business hours.
When is your office open?
Customer Service hours are Monday – Friday 8 a.m. – 12:00 noon and 1:00 p.m. - 5 p.m. We suggest that you call with routine inquiries during those hours. However, our telephones are answered around the clock to respond to emergencies. Please call (239) 596-4088 to report service interruptions, low water pressure, sewer backup, or lift station alarms.
What is the utility's billing cycle?
Bills are issued monthly. Customers have 20 days to pay. Final notices are issued on the 21 day, providing an additional 5 days to pay prior to disconnection of service.
What if we do not get a monthly bill?
Customers who do not receive a monthly bill should contact our office by the 10th of the month. Bills are issued monthly. In the event payment is not received, Final Notices will be mailed, email alerts (if customers sign up), and phone calls will be made (to the phone number on file)
Can we pre-pay our account?
Yes, simply remit payment using one of the 5 authorized methods. If paying by check, please be sure to have your account number on your check. Any amount that you pay above the amount shown on your bill will be credited to your account and applied against future bills.
How can I find my account number?
Your Account number is listed on your billing statement in a two places. Both are on the Right side of the Statement. One right of the After Due Date and the other is lower after the Service Address. Account numbers are no longer than 4 digits.
When are deposits refunded?
If the following conditions are met, your deposit will be refunded automatically after 25 months of continuous service:
Can deposits be waived for owners?
No we are unable to waive deposits for property owners.
If we leave for the summer or an extended trip, do our bills stop?
No, even if the water is turned off, base charges for water and sewer service continue.
If we're away for an extended time, can our bill be sent to an alternate address?
Yes. All changes to accounts must be in writing. Please download our change of address form
If we sell our property or move, what information should we provide to O.T.U? How far in advance should we call?
Five business days before the property closing or the move, please have your Realtor fax the following information to us at (239) 596-4091:
We have a form customers can use to facilitate the request. (Forms link)
How do I change my mailing address?
We have a form customers can use to facilitate the request. All requests for changes to accounts must be made in writing. (Forms link)
What if we have rented or leased our property?
If the property is rented or leased, the Property owner remains responsible for all debt Property owners have two options when they choose to rent or lease the property.