Frequently Asked Questions
Welcome to Trout Gulch Mutual Water Company (TGW)'s Frequently Asked Questions page. Below you'll find answers to common questions about billing, online accounts, water service, and property ownership changes.
Please note that leaks or plumbing issues occurring on your property beyond the water meter are the property owner's responsibility and should be addressed by a licensed plumber. TGW is not responsible for private plumbing or water lines located past the meter.
Frequently Asked Questions
Welcome to Trout Gulch Mutual Water Company (TGW)'s Frequently Asked Questions page. Below you'll find answers to common questions about billing, online accounts, water service, and property ownership changes.
The easiest way to manage your TGW account is through our online account portal. You can use the portal to access your billing information, review your water usage, and make payments online.
New to the online portal? Register here:
https://tgmwc.epayub.com/Account/Registration
Already registered? Sign in here:
https://tgmwc.epayub.com/Account/Login
You will need your 4-digit TGW account number, which can be found at the top of your e-bill or paper bill.
For step-by-step instructions on setting up your online account, please see:
https://drive.google.com/file/d/1DXpbQnXcdeThI_KEmC2rX3ezx8jsgS5v/preview
Your TGW account number is a 4-digit number located at the top of your paper bill or e-bill.
You will need this number when registering for your online TGW account.
A higher-than-usual water bill can be caused by increased water use, irrigation, filling a pool, a leaking toilet or faucet, or a leak somewhere on your property.
We recommend logging into your online TGW account to review your water usage and compare it with previous billing periods. https://tgmwc.epayub.com/Account/Login
If your usage has increased unexpectedly, check your property for leaks. If you need help determining whether there may be a system-related issue, please contact Trout Gulch Water at TGW.GeneralManager@gmail.com
If you suspect a leak, first check your property for obvious sources such as running toilets, dripping faucets, irrigation systems, hoses, or visible plumbing leaks.
You can also check your water usage through your online TGW account to see whether your consumption has increased unexpectedly. https://tgmwc.epayub.com/Account/Login
If you have a significant leak or water emergency that appears to be related to TGW's water system, please contact TGW's System Operator by calling 831-662-3204 and selecting Ext. 1.
Please note that leaks or plumbing issues occurring on your property beyond the water meter are the property owner's responsibility and should be addressed by a licensed plumber. TGW is not responsible for private plumbing or water lines located past the meter.
You can log into your online TGW account to view your billing information and account activity.
Sign in here:
https://tgmwc.epayub.com/Account/Login
If you need additional assistance with your account or payment, please contact TGW's billing department at TGW.GeneralManager@gmail.com
First, check whether the issue is isolated to your property. If you have no water and believe there may be a water service issue, please contact TGW's System Operator.
For no water, leaks, or water line breaks:
Call 831-662-3204 and select Ext. 1.
This extension connects directly to the System Operator for water emergencies.
If you are experiencing low water pressure, first check whether the issue is affecting the entire property or only one fixture.
If the problem is sudden or affects the entire property, please contact TGW's Operations department at 831-662-3204, Ext. 2.
Please be aware that plumbing issues within your home or on your property may be the homeowner's responsibility.
Temporary discoloration or cloudiness can sometimes occur following water system activity or changes in water flow.
If you notice discolored water, you may wish to run a cold-water faucet for several minutes to see whether the water clears.
If the issue persists or you are concerned about your water quality, please contact TGW Operations at 831-662-3204, Ext. 2.
You can access the TGW online account portal here:
https://tgmwc.epayub.com/Account/Login
Use the password recovery options available on the login page. If you are unable to access your account, please contact TGW for assistance.
TGW's current water rates and billing information are available on the TGW website.
Because rates and fees may change, please refer to the most current billing information provided by TGW or contact the billing department with questions about your specific bill.
For billing questions contact TGW.GeneralManager@gmail.com
Please contact TGW to update your mailing address, email address, phone number, or other account information.
Keeping your contact information current helps ensure that you receive important billing notices and communications from TGW.
For account and billing questions contact TGW.GeneralManager@gmail.com
TGW encourages members to use the online account portal to access their billing information electronically.
Please email TGW.GeneralManager@gmail.com to start receiving your bill via email. In addition, you can register for an online account as well.
Register for an online account:
https://tgmwc.epayub.com/Account/Registration
Sign in to an existing account:
https://tgmwc.epayub.com/Account/Login
Your 4-digit account number, located at the top of your paper bill or e-bill, is needed to register.
If you are moving and the property is changing ownership, TGW must be notified so the account and membership information can be updated.
If you are selling the property, please complete the appropriate account closure process and have the new owner complete the new account setup process. https://www.troutgulchwater.org/realtor-page
If you are moving but are not selling the property, please contact TGW to determine what account information needs to be updated.
Welcome to the TGW service area!
New property owners should complete the New Account Setup Request as part of the ownership transfer process.
Please visit the TGW Realtor Page for information and required forms for buyers, sellers, title companies, and real estate agents:
https://www.troutgulchwater.org/realtor-page
Please complete the required paperwork as soon as possible to help ensure a smooth transition of the water account.
If you are selling your property, please complete the Account Closure Form as part of the ownership transfer process.
The new buyer must also complete the New Account Setup Request.
Information and forms for property sales and ownership transfers are available on the TGW Realtor Page:
https://www.troutgulchwater.org/realtor-page
We recommend completing the required paperwork before the close of escrow to help ensure a smooth transition.
The easiest way to manage your TGW account is through our online account portal. You can use the portal to access your billing information, review your water usage, and make payments online.
New to the online portal? Register here:
https://tgmwc.epayub.com/Account/Registration
Already registered? Sign in here:
https://tgmwc.epayub.com/Account/Login
You will need your 4-digit TGW account number, which can be found at the top of your e-bill or paper bill.
For step-by-step instructions on setting up your online account, Click here
If you have additional questions about a fee appearing on your TGW account, please contact the billing department so we can review your account and explain the charge.
Please include your 4-digit account number when contacting TGW.
For billing questions:
TGW.GeneralManager@gmail.com
Please note that online payment methods may have processing fees. TGW's posted online payment information states that credit and debit card payments include a 3% credit/debit card charge. Set up autopay so you never have to worry about missing a payment again!
If you are experiencing financial hardship and are unable to pay your water bill, please contact the General Manager to discuss your situation and request a payment plan.
Email: TGW.GeneralManager@gmail.com
Please contact TGW as early as possible if you anticipate having difficulty paying your account. TGW also provides information about local assistance resources for qualifying households experiencing financial hardship.
Large amounts of water used to fill or refill a swimming pool can significantly increase water consumption.
Before filling or refilling a pool, please contact TGW to discuss your plans and determine whether there are any current water-use considerations or requirements.
For water-use questions, contact TGW Operations at 831-662-3204, Ext. 2.
Members are encouraged to monitor their water use and repair leaks promptly.
If you are planning a large landscaping project, installing new irrigation, or anticipate significantly increased water use, please contact TGW in advance with questions about your planned water use.
You can also monitor your water usage through your online TGW account:
https://tgmwc.epayub.com/Account/Login
EMERGENCY: No water, leaks, breaks, or vandalism
Call 831-662-3204, Ext. 1
This extension goes directly to the System Operator.
Operations questions
Call 831-662-3204, Ext. 2
Email: tgw.operations@gmail.com
Account setup and billing questions
Call 831-662-3204, Ext. 3
Email: tgw.finance@gmail.com
General Manager
Call 831-662-3204, Ext. 4
Email: TGW.GeneralManager@gmail.com
TGW staff work part-time and maintain independent schedules, so responses may not always be immediate. For urgent water emergencies, please use Ext. 1.
Register for a TGW online account:
https://tgmwc.epayub.com/Account/Registration
Sign in to your TGW online account:
https://tgmwc.epayub.com/Account/Login
Online Account Setup Instructions:
https://drive.google.com/file/d/1DXpbQnXcdeThI_KEmC2rX3ezx8jsgS5v/preview
Property Sale & Ownership Transfer Information:
https://www.troutgulchwater.org/realtor-page
Trout Gulch Mutual Water Company
831-662-3204
TGW.GeneralManager@gmail.com
