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Press Releases

Winter Haven Utility Customer Service Enhancements

Posted September 8th, 2020

Over the past six months the City of Winter Haven Utility Customer Service Division has focused on improved customer service for an efficient and comprehensive experience for our citizens.  As a result of this emphasis on our customers, a number of developments and enhancements are now available for citizens and businesses.

The Utility Customer Service Division implemented the online Smart Energy Water (SEW) portal and Mobil App providing customers with more information, greater options, and an improved experience. To access the portal, go to the city’s website at Use your existing user name and password to access your account and the added features.  Customers are encouraged to download the new Mobile App to access the same online services. Search for “WH2o” in the Google and Apple store.  Make a payment, view your water usage, compare your usage to that of the average customer, and learn about conservation opportunities. These new account options accept credit cards and e-checks, stores payment methods for future payments, and offers the “Auto Pay” enrollment option. Notification preferences such as “Text & Pay” can also be set up for bill due-date reminders so customers can pay bills with one easy text.

When opening an account for water utility service, the Utility Customer Service Division has created an easier and more convenient process. Once a service application is completed and submitted either in person or electronically via the City website, a credit verification system (this does not include a credit check) is used to confirm the applicant’s identity.  This eliminates the need to submit an original copy of a social security card and driver’s license when applying for utility services.

Certain temporary service policies have been established to better accommodate the needs of local licensed realtors. When water service needs to be activated for an inspection, a deposit is needed for three-day temporary service. Just complete the simplified application on the City website and a Utility Customer Service Representative will contact you to confirm your request. Account fees and water use will continue to be charged on a monthly basis.

These customer service enhancements were developed as part of the Best Practice process to better serve the Winter Haven Utility customer. They create a more seamless process and greater convenience to the customer service experience. Customers with questions can contact the Utility Department Customer Service Office at 863-291-5678, or visit where information and a series of video tutorials are available.