Northwestern Utility Billing Service is a third party billing
service which bills the residents of apartment and condominium
communities on behalf of the owner or condominium association
for the cost of master, metered utilities and trash.
Upon signing the rental agreement, you signed an addendum to
that document which specifies how the bill is calculated and
details your obligations to pay for these utility costs as part
of your tenancy. Please read that addendum thoroughly as it will
provide answers to most of your questions
In order to assist
you in understanding our service the following are several
frequently asked questions.
How are my
calculations will vary depending on the property where you live. Please reference the
of fees and charges for details on how the rates are
calculated based upon the description of charges you see on your
Do I need to call NUBS to start or terminate my bill upon
moving in or vacating my apartment?
No. The resident manager or authorized agent for the owner
will notify our customer service department when you move in so
that we may start billing you. When you vacate the apartment the
manager will request a final billing on your account which will
be deducted from your security deposit after you move out. If we
receive a payment from you after a final bill has been processed
we will return your payment to the return address from which it
When will I be billed?
Bills are generated once a month, usually between the 1st
and the 7th day of every month. You should receive your first
bill between 30‑45 days after you move in. If you have not
received your bill within 45 days of moving in, please notify us
immediately. In general, expect your bill to arrive within the
first week of the month. If it does not arrive, you may access
your account by logging in on our home page or call
customer service at 707-526-1425 to inquire about the amount you
Is there a monthly billing service charge?
Yes. There is a nominal processing fee to cover the cost of
our invoicing service. This amount is shown on your bill as the
monthly billing fee.
When am I charged a late payment fee?
If we receive your payment postmarked later than the due
date on the bill or of there is a balance on your account after
posting the payment, you will be charged a late payment fee
which will be reflected on your next bill. Bills are due upon
receipt however payments are late if postmarked later than 15
days after the date the bill is issued.
How can I pay my bill?
Payments can be received in the form of a check or money
order and mailed to Northwestern Utility Billing service at P.O.
Box 7760 Santa Rosa, CA 95407. You can also pay using our online
bill payment service by logging into your account and selecting the 'Pay Your Bill Online' option.
If I am out of town, will I still be billed?
Yes. In a sub‑metered community you are billed for the
actual water and sewer usage in your apartment therefore, if you
are away from your home, theoretically your water bill should be
lower. Your allocated trash portion will remain the same
regardless of whether you are home or not, much like your rent.
In a ratio billed community (RUBS) you would still be
responsible for the charges incurred by the property,
again like you would still be responsible for rent.
However, the less usage on the property, whether it is
due to absence or conservation, will certainly affect your
How much profit does the owner make on these
None! It is against the law in all states within the United
States, for an individual or entity to create a profit by marking up
the cost of and reselling of any utility unless the individual
or entity is a licensed public utility agency. For properties equipped
with individual sub‑meters you are billed at the same rate for the
cost of water and sewer as is charged on the master meter. These
rates are set by the local water agency. For properties billed on
the Ratio Utility Billing System (RUBS) the actual cost of utilities
is allocated among all of the units, after the cost and any common
area usage, such as irrigation water, pool and laundry room usage has been deducted from the bill.
Why is my baby being included in the number of
residents if he or she doesn't use water?
Infants and newborns generate an increase in water and trash
usage. Additionally, as residents of the household, it would be
contrary to anti‑discrimination laws to exclude them from being
counted as a resident
have a low‑income, senior or a medical disability discount?
Utility discounts are only provided by
licensed, public utility companies. Our billing service is a
reimbursement‑based operation and not a public municipality. As
such, discounts are not offered.
What do I do if the number of occupants on my bill
is incorrect or changes?
Changes in the number of occupants on your bill require approval
from your resident manager. If you have changes in the number of
people in your unit and/or are being billed for an incorrect number
of occupants, contact you resident manager so they can make the
change themselves or contact us to do so. Credits for being over
billed can only be issued with authorization of your manager or
Why does the bill date change?
Bills are sent out the first week of every month. Depending on
how the weekend falls and if there are holidays during that time,
the date the bill is generated may differ by a day or two each