Frequently Asked Questions

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Q. What services do you offer?

A. Lebanon Utilities is a municipally owned utility. We provide electric, water, wastewater and telecommunications service and maintenance.

Q. Where are you located?

A. Our Customer Service Office is located on the first floor of the Municipal Building. The address is One Municipal Plaza, 401 S. Meridian Street, Lebanon IN, 46052.

Q. When are you open?

A. The office is open from 7:30 a.m. to 4:30 p.m., Monday through Friday. You may reach us by phone at 765-482-5100 between 7:30 a.m. – 4:30 p.m., Monday through Friday.

Q. Who do I call with questions about recycling or trash?

A. The Lebanon Street Department handles all questions concerning trash removal in the city. They are located at 1301 Lafayette Avenue and can be reached by calling 765-482-8870. Lebanon Utilities handles the billing of recycling and trash — you can sign up with us! Download this form to get started!

Q.What methods of payment do you accept?

A. There are several options you may use when paying your utility bill. They include:

  • Cash (in office)
  • Money orders
  • Checks
  • Cashier checks
  • Visa
  • MasterCard
  • Major bank debit cards with the Visa or MasterCard symbol.
  • Direct Pay – Set up your account so that you bills will be paid automatically from your checking account. Call 765-482-5100 for an enrollment form to get started today with Direct Pay.

Q. Who do I call to locate utility lines before I dig?

A. Lebanon Utilities is a member of the Indiana Underground Plant Protection Service.

Just call 811 at least “2 Full Working Days” but not more than 20 calendar days prior to the start of your excavation and they will notify Lebanon Utilities.

Q. Where do I find building standards as the relate to utilities?

A. Click here to see our Standards Guide.

Q. What information do I need to turn service on?

A. For residential Service:

  • Service Address
  • Turn on date
  • Name of responsible party
  • Mailing address
  • Daytime phone number
  • Driver’s license number
  • Date of birth
  • Social Security number
  • Employer name
  • Address and phone number of employer
  • Length of employment
  • Marital status: If married, spouse’s name plus all of the above information.
  • The same information is required for all roommates

Q. What information do I need to turn service off?

A. Your name, service address, off date, forwarding address, and phone number.

Q. How many days in advance do I need to call to have service turned on/off?

A. We advise calling 2 days in advance to accommodate your desired date.

Q. Where do I mail my payment?

A. Payments can be mailed to Lebanon Utilities, P.O. Box 479, Lebanon, IN 46052.

Q. Where is your Night Drop located?

A. Our Night Drop is located at One Municipal Plaza, 401 S. Meridian Street. The walk up Night Drop is in the front of the building south of the main entry doors.

Q. Will I be required to pay a deposit? If so, how much will it be?

A. You may be required to pay a deposit. Deposits are based on the services provided. The deposit amount is a two month average bill.

Q. When will the deposit be refunded?

A. Deposits are refunded after the customer has paid bills for 12 consecutive months in a timely manner.

Q. If I am unable to pay within 14 days is it possible to get an extension for payment?

A. Payment extensions are not granted on deposits. However, we are happy to provide assistance to our customers who are having temporary financial difficulties. Requests for payment extensions are considered on an individual basis.

Q. If the bill is not paid, will service be disconnected?

A. If payment is not received within 14 days of the due date, service may be disconnected until the bill is paid.  A non-payment fee of $40.00 per meter wiil be added to your account.

Q. What If I have a returned check?

A. You will be charged a $15.00 fee.

Q. What can I do if my water has a strange smell or taste?

A. Sometimes, strange tastes or smells in water can be caused by it sitting in the water main for too long. This can be a particular problem near the end of lines. One solution to this problem is to have the water flushed from your main. If you think that your water main needs flushed please call customer service at 765-482-5100.

Q. How are wastewater charges calculated if there is not a meter on my sewer line?

A. Wastewater charges are calculated based on the amount of water that you use.

Q. What number do I call in an emergency?

A. Emergency calls can be taken in the office during regular business hours. After hours, during weekends and on holidays, emergency calls should be made to 765-482-5100.

Q. How can I get on the budget program?

A. Budget billing is ideal for customers with fixed or limited incomes or anyone who wishes to know with certainty what their bill will be each month. To be placed on a budget you must have lived in your house or apartment for at least one year and not have an outstanding balance on your account. If these conditions are met, the billing department will determine what your average monthly bill has been over the past year. This amount is then set as your budget amount. If you would like to know what your budget amount would be or to sign up for the program please call customer service at 765-482-5100.

Q. Can I have my bills automatically deducted from my bank account?

A. Our Direct Pay program makes it possible for you to have your monthly bill automatically deducted from your checking or savings account. To enroll for the program you will need to come into the main office and authorize us to deduct your bill from your account. You will still receive a bill each month notifying you of the amount that will be deducted. This will leave you about two weeks to review the bill before it is paid.

Q. Do the meter readers really read my meter, or do they just 'take a guess' at my usage?

A. Our meter department consists of four employees who read every electric and water meter each month. They also connect and disconnect services and re-check meters at the customers’ requests. Occasionally, a bill may be estimated due to obstacles that prevent us from reading the meters, including a locked gate, a vicious dog in the yard or severe weather.