City of Peterborough Adds New Online Customer Service Portal For Water Services
/The City of Peterborough has announced the launch of a new online customer service portal for Water Services, scheduled for early November.
Photo courtesy of the City of Peterborough.
The portal enhances customer convenience by providing easy access to account information and facilitating the payment of 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 the Peterborough Utilities Commission on April 1.
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
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 Oct. 15.
After hours
For after-hours calls regarding emergency issues, such as water main breaks, leaking hydrants, low water pressure, emergency water shut-offs, water quality concerns, and rental water heater problems, please 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 Oct. 6.
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 on customers during the transition. Payment options are as follows:
Online portal: Kubra customer service online portal peterborough.ca/WaterServices, available after Nov. 3.
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.
