Customer Service | Henderson, KY (2024)

Setting Up a New Account

First of all, be sure you know your new address! (You’d be surprised how many people don’t know this!) If you are buying your home from a financial institution, we require proof of ownership, an I.D. and $10.00 per utility ($30.00 if you have gas, electric, and water).

If you are buying on contract or renting, you will be required to pay the $10.00 service charge per utility, plus a deposit. Call an account representative for amount. In lieu of a deposit, a cosigner may sign for you. To qualify as a cosigner, a resident must own their own home, live within the city limits, and have not been on our cut-off list for the past two years.

About Your Bill

By city ordinance, your bill must be mailed to you no later than 10 days before your due date. Your due date will always be the same day each month, but should it fall on a weekend or city holiday, you will be allowed the next working day without penalty. Should you not receive a bill, please call our office for the amount due. If your bill is not paid on or before your due date, penalty will be added to your bill and a final notice, stating the last day to pay, will be mailed to you and your cosigner if you have one. A service charge of $12.50 per utility will be assessed against your account if not paid in full before the final date.

Payments may be mailed or made at the Municipal Center, the drive-thru, night deposit, or drop box at the Welcome Center on Water Street. The following local financial institutions will also accept payments if you have an original bill and it is paid on or before your due date: Independence Bank, Ohio Valley Bank, Old National Bank, or Evansville Teachers Federal Credit Union..

Additional Payment Methods

We now offer paperless billing! If you choose to participate in this method, you will no longer receive a bill in the mail; instead you will be notified by email and able to view your bill days before a bill would be delivered to your home or business. However, if your payment is late for any reason, a late notice will still be mailed in the traditional manner. A notification from "Web Admin" will appear in you inbox approximately 10 days prior to your due date.

We encourage you to take advantage of our automatic bank withdrawal service. You still receive a bill (either by mail or email) to look over, then on your due date the payment will be withdrawn from your bank account. Please, don’t forget to attach a voided check with the form.

If you have not been late in the last 12 months, you qualify for budget billing and we will be happy to calculate that amount for you to consider.

Just download and complete the forms and mail or deliver to the City Building. If you have any questions, please contact our office at (270) 831-1200 and ask to speak to an account representative.

  • Budget Billing Request Form
  • Utility Auto Pay Authorization (ACH)
  • Paperless Billing Form

Online Payments

The City of Henderson works with Value Payment Systems (VPS), a third party automated payment service, to offer payment options for customers interested in paying their bill online using the Internet or by using an automated phone service. VPS accepts Visa, MasterCard, and Discover. VPS will charge a convenience fee for each transaction. For additional information please read the Frequently Asked Questions about Electronic Payments.

Make an Online Payment

Need Help with Your Bill?

These agencies may be able to assist you.

  • Audubon Area (WinterCare)
    Ph: (270) 826-6071
  • Outreach
    Ph: (270) 826-5592
  • St. Vincent DePaul
    Ph: (270) 827-4138
  • Mary and Martha
    Ph: (270) 826-2096
  • Salvation Army
    Ph: (270) 826-4472

Requesting a Change or Read-out

For the protection of our customers and their authorized spouses, they are the only ones who can request any change on their account. You must request service to be discontinued in person. If this is simply impossible due to being out of town, etc., please contact our office. Changes in your mailing address must also be made in person, or in written form, and mailed or faxed to our office.


Deposits made on utility accounts when read-in will be applied to accounts when read-out, and a check for any balance remaining will be mailed to your forwarding address.

Disconnection of Service Due to Failure to Pay

If your service is disconnected due to nonpayment, your bill must be paid in full, including all penalty and service charges. A disconnect fee of $25.00 will be assessed. During our normal working hours, service will be reconnected for an additional charge of $35. For after-hours service, including weekdays between 5 PM and 10 PM, weekends, and holidays, you must call 9-1-1 to restore service. An additional $50 service charge will be collected at the time of reconnection.

Gas reconnects are NOT eligible for after-hours service and will be handled on the next business day.

NO SERVICES WILL BE RECONNECTED AFTER 10 PM. Any requests made after 10 PM will be handled the following day.

Account Information Notice

The City of Henderson may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. Account information may be shared with our affiliates which are identified as the Henderson Municipal Power and Light and the Henderson Water Utility.

Customer Service | Henderson, KY (2024)


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