Emergency Hotline:

402.554.7777

24 hours a day / 7 days a week


What is an Emergency?

Gas leaks, odor of gas, damaged lines, carbon monoxide symptoms, water main breaks or no water service are all considered emergencies.

If you smell gas, do not attempt to locate the leak. Instead, leave the house or building right away. Do not use any electrical switches, appliances, lights, telephones, or mobile devices, as an electrical charge could create a spark. When you are in a safe place, call M.U.D.'s emergency hotline at 402.554.7777 or 9-1-1.

If someone is showing symptoms of carbon monoxide poisoning, call 9-1-1 immediately. Symptoms are like the flu.

If you have a water-related emergency, call 402.554.7777. Our personnel are ready to assist you 24/7. When in doubt, call us immediately.

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FAQs-General

Customer Service

Who is responsible for protecting M.U.D. property on the premises?

Our service agreement with you states that you shall safeguard and provide adequate protection for District property located on your premises.

Do I have to provide access to meters?

Yes. District personnel must have access to meters at all hours for any reasonable purpose. The District reserves the right to discontinue service at any time in the event of fraud, illegal or unsafe use of services or violation of District rules.

Can you interrupt my service without notice?


Yes. However, we will make a reasonable effort to notify you of temporary service interruptions to make repairs to the system. In the event of an emergency, such as a main break or where considerable damage may be caused, your service may be interrupted without notification.

What is the charge to light pilots?

The cost is $102 (2015).

Do you service appliances or sell parts?


Our service technicians will inspect and repair gas appliances (gas water heaters, ranges, dryers, furnaces, outdoor gas lights and space heating equipment) on a Time and Material (T&M) basis. Select services, such as cleaning pilots and adjusting burners on gas appliances are also on a T&M basis.

We do not sell parts for appliances.

Note: Warranty on labor is limited to 30 days from the date of the original call. Warranty on parts is limited to that provided by the manufacturer.

For details on gas appliance services and price quotes, call 402.554.6666.

Can I plant flowers or shrubs by my M.U.D. meters?

Flowers or shrubs that are planted near outside meters or by the glass block should be low to the ground and should not impede access to the front of the meter in order for us to read the meters or do repair work on them. When we need to change a meter or a gas regulator, we need to be able to kneel in front of the meter set. If the shrub is blocking the meter set front, we may need to remove it to do our work. More information can be found in our Gas Rules under "Related Resources". 

How do I understand my Budget Plan on my bill?

Budget Plan is shown on the top right hand section of your bill. 

TOTAL DUE: The Budget Plan payment amount that was determined when you signed up.  This amount is recalculated every year on your Budget Plan anniversary.

CURRENT BUDGET VARIANCE:  Actual charges for the month minus the budget payment amount.

TOTAL BUDGET VARIANCE:  Accumulated variance of all actual charges minus the budget payment amount.

- If this amount is a credit, or negative amount, it means that the budget payment amounts have exceeded the charges based on actual usage.

- If this amount is a positive balance, it means that the charges based on actual usage have exceeded the budget payment amounts.

- If your positive balance is more than three times your budget payment amount, please contact us to evaluate if your budget payment amount should be increased. Or consider paying extra towards your budget variance. If you are paying extra to be applied to your budget variance, please indicate this with your payment. 

 

How is your Budget Plan payment amount calculated?

Your  monthly budget payment is the total of the last 12 monthly actual bills, adjusted for normal weather and anticipated rate changes, plus or minus your total budget variance balance divided by 12.

Example:

  • Current Budget Plan payment amount = $125
  • At the end of the budget billing year customer budget payments =  $1,500 ($125 payment each month for 12 months)
  • At the end of the budget bill year customer’s actual charges = $1,700
  • Total Budget Variance = $200 ($1,700 actual charges minus $1,500 payments)
  • New Budget Plan payment amount = $158 ($1,700 last 12 months actual bills + $200 total variance divided by 12 months)

Budget plan increases:

We review the last 12 months of history, project out for weather (degree days and precipitation) and also any known or anticipated rate increases for gas, water and sewer. We are a billing agent for several different cities and take into account their sewer rates for the budget plan. Currently, budget plan increases are primarily due to accumulated gas balances due to the extremely cold winter of 2013-14 and sewer rate increases.

How is my budgeted amount calculated?

Your initial monthly budget payment will be the total of the previous 12 monthly bills at your current residence plus your current account balance divided by 12. On your Budget Billing anniversary date, your payment will be entirely recalculated by adding the total of the previous 12 months' actual bills at your current residence to your current account balance and dividing by 12.

Budget plan increases:

We review the last 12 months of history, project out for weather (degree days and precipitation) and also any known or anticipated rate increases for gas, water and sewer. We are a billing agent for several different cities and take into account their sewer rates for the budget plan. Currently, budget plan increases are primarily due to sewer rate increases.

What other business locations will accept M.U.D. bill payments?

Please note: Paycheck cashing locations are not affiliated with M.U.D. These businesses advertise that they will accept M.U.D. customer payments for a fee that is paid by the customer. If you choose to pay your bill at these locations, it typically takes 3 to 5 business days for M.U.D. to be notified and receive the payment. M.U.D. cannot stop a disconnection notice until we receive the payment.

The following locations accept full payments only. You must have your bill with you to make a payment.

To pay your bill on time and avoid a late fee:

  • Please allow two to three business days for the payment to arrive at the M.U.D. office if you pay your bill by mail, at OPPD, Hy-Vee, a bank or other business.
  • Please call the business ahead to verify its policies as they may have changed.

Locations which accept your payment, do not require you to be their customer and do not charge a fee:

  • American Interstate Bank, 3331 N. 204 St., Elkhorn, NE 68022; 402.289.2551
  • First Westroads Bank, 15750 W. Dodge Rd.; 402.330.7200; 612 N. 98 St.; 402.330.7200
  • Hy-Vee Stores (call ahead, policy varies by store)
  • Springfield State Bank, 600 Main St., Springfield, NE 68059; 402.253.2222
  • OPPD Offices and Payment Centers (Effective July 1, 2015, only cash and paper check payments accepted)
    • Downtown Omaha -- OPPD Energy Plaza, 444 S. 16th St. Mall
       (Mon.-Fri., 8 a.m. - 6 p.m.; Sat., 9 a.m.-12 p.m.)
    • Ashland -- 108 N. 15 St. (Mon.-Fri., 8 a.m.-4:30 p.m.); 402.944.3318
    • Blair -- 716 Front St. (Mon.-Fri., 8 a.m.-4:30 p.m.); 402.426.4151
    • Humboldt -- 1025 4th St. (Mon.-Fri., 8 a.m.-12:00 p.m. & 12:30-4:30 p.m.); 402.862.2865
    • Louisville -- First & Main Sts. (Mon.-Fri., 8 a.m.-12:00 p.m. & 12:45-4:30 p.m.); 402.234.2455
    • Syracuse -- 935 11th St. (Mon.-Fri., 8 a.m.-4:30 p.m.); 402.269.2341
    • Tecumseh -- 724 N. 1st St. (Mon.-Fri., 8-11:45 a.m. & 12:30-4:30 p.m.); 402.335.3020

    Locations which accept your payment, require you to be their customer and do not charge a fee:

    • Bank of Bennington, 12212 N. 156th St., Bennington, NE 68007; 402.238.2245
    • Bank of Nebraska,
      • 42 & Center Sts.; 402.537.7142
      • 7223 S. 84 St.; 402.331.8550
      • 2710 S 140th St, Omaha
      • 923 Galvin Rd South, Bellevue
    • Core Bank; 402.333.9100
      • 12100 W. Center Rd.
      • 156 & W. Dodge Rd.
      • 132 & W. Maple Sts.
      • 168 & Q Sts.
    • Pinnacle Bank
      • 1200 Golden Gate Dr., Papillion
      • 102 E. Cary St., Papillion
      • 700 Tara Plz., Papillion
      • 8401 W. Dodge Rd.; 402.391.3500
      • 10805 Q St.
      • 2710 S. 114 St.
    • Premier Bank; 402.558.8000
      • 16802 Burke St.
      • 352 N. 114th St.
      • 4318 Dodge St.

    Locations which accept your payment, do not require you to be their customer and charge a fee:

    • Chubbs Finer Foods, 2905 N. 16 St.; 402.346.5011 ($1)
    • Metropolitan Building & Loan, 2739 N. 61 St.; 402.553.3611 ($0.25)
    • First National Bank ($2 if you don't have an FNB account)
      • 132 & Maple Sts.
      • 16 & Dodge Sts.
      • 24 & Oak Sts.
      • 48 & Ames Sts.
      • 50 & G Sts.
      • 76 & Cass Sts.
      • 2411 & 84 St.
      • 7855 S. 84 St.
      • 3205 N. 90 St.
      • 90 & Fort Sts.
      • 114 & W. Dodge Rd.
      • 127 & Q Sts.
      • 132 & Center Sts.

Why did my budget payment increase?

We review the last 12 months of history, project out for weather (degree days and precipitation) and also any known or anticipated rate increases for gas, water and sewer. We are a billing agent for several different cities and take into account their sewer rates for the budget plan. Currently, budget plan increases are primarily due to sewer rate increases.

Who sets sewer and trash fees?

The City of Omaha sets sewer use rates and is responsible for the sewer system. Metropolitan Utilities District is the billing agent that invoices and collects sewer use fees and provides them back to the City. The combined bill eliminates duplication, resulting in a cost savings to both Omaha sewer users and M.U.D. ratepayers. Residential sewer rates are the total of two charges:

  1. Customer Charge (fixed monthly fee)
  2. Flow Charge (varies with usage)

The monthly sewer use fee during the winter season is based on the actual amount of water used. The winter season will encompass four billing cycles, starting with the M.U.D. December billing schedule and ending with the March billing schedule. The four winter billing cycles are averaged to determine a base monthly usage level to be used during the non-winter period when calculating your sewer fees. In some instances, the base monthly usage level may be reviewed and adjusted as appropriate.

During the non-winter period, from April's billing schedule through November's billing schedule, the sewer use fee is calculated by using either 1) the actual water use during that specific billing cycle, or 2) the base monthly usage level (the average of the four winter billing cycles), WHICHEVER IS LESS. Remember, your water use in the winter can impact your bills throughout the year.

If you have an emergency, such as a flooded basement, which may be related to the sewer system, contact your city's public works department. In Omaha, the phone number is 402.444.5332.

General

Who owns M.U.D.?

We are a public utility and are proud to be customer-owned. The District is governed by a board of seven directors, elected by our customer-owners.

What cities does M.U.D. serve?

 

We serve natural gas to 218,979 customer-owners in Omaha, Bennington, Fort Calhoun, Springfield, Yutan and 85 percent of Bellevue.

We also provide safe drinking water to 203,230 customers in Omaha, Bellevue, Bennington, Carter Lake, LaVista, Ralston, Waterloo and the Papio-Missouri Natural Resources District (which supplies water to Fort Calhoun).

The District serves a metro area population of approximately 600,000 people.

 

When does the M.U.D. Board of Directors meet?

The board generally meets the first Wednesday of every month at the District's downtown headquarters at 1723 Harney St. Check the website for meeting information and agendas.

How do M.U.D.'s gas and water rates compare to other utilities?

M.U.D. is a publicly-owned natural gas and water utility. Three features distinguish publicly-owned utilities from investor-owned utilities:

  • Low rates
  • Service by those who work and live in the community, and
  • Local control over utility policies through elected directors from our service area.

Investor-owned utilities must divide their focus between stockholders and customers. Most of what is done by private utilities will be done to maximize shareholder returns.

Since our stockholders are our customers, our focus on "customers only" allows M.U.D. customer-owners to enjoy reliable, quality service at rates that are among the lowest in the United States.

Visit the "Rates and Fees" links under the Natural Gas and Water tabs to see comparison charts with other U.S. cities.

I saw a story that said Omaha's water ranked among the worst in the nation. Is this true?

No, that is an inaccurate old story circulating on the internet and social media for the last several years. M.U.D. water meets all state and federal standards for safe drinking water. The Nebraska Health Department and U.S. EPA regulates your tap water. Please check the annual water quality report for accurate information via mudomaha.com. Click the Water tab and then follow the links to the water quality report.

To request a printed copy, please contact Customer Service at customer_service@mudnebr.com or call 402.554.6666. The Water Quality Report is published in May each year.

 

Do you offer educational programs?

Metropolitan Utilities District has always been an active partner for safety within Omaha, Nebraska and its surrounding communities. School safety is an integral part of our efforts to educate students about the District’s services and products. Our employees participate in activities designed to enhance the quality of life of residents through the efforts of the District’s Employee Speakers Bureau (ESB). The ESB was established in 1957. Currently, ESB includes 50 volunteer members from various disciplines across the District. ESB members volunteer more than 800 hours a year to the organization.

We present to students in classrooms, to civic and community organizations and at special events such as parades and festivals. Every year, ESB gives approximately 100 presentations reaching more than 250,0000 customers. One of the most popular presentations is our water mascot, “Thirstin,” who helps us teach audiences about safe tap water. To see a list of our presentation offerings and lending library topics, click here.

Is there assistance available for paying sewer fees?

A fund was created by the City of Omaha in 2011 to help low-income customers.

Residents who qualify for Nebraska's Low Income Home Energy Assistance Program (LIHEAP) will also qualify for sewer rate assistance, which is reflected on their M.U.D. bill.

For assistance, apply for Nebraska LIHEAP or call 1.800.383.4278 (8 a.m. to 5 p.m., M-F).

Who sets sewer and trash fees?

The City of Omaha sets sewer use rates and is responsible for the sewer system. Metropolitan Utilities District is the billing agent that invoices and collects sewer use fees and provides them back to the City. The combined bill eliminates duplication, resulting in a cost savings to both Omaha sewer users and M.U.D. ratepayers. Residential sewer rates are the total of two charges:

  1. Customer Charge (fixed monthly fee)
  2. Flow Charge (varies with usage)

The monthly sewer use fee during the winter season is based on the actual amount of water used. The winter season will encompass four billing cycles, starting with the M.U.D. December billing schedule and ending with the March billing schedule. The four winter billing cycles are averaged to determine a base monthly usage level to be used during the non-winter period when calculating your sewer fees. In some instances, the base monthly usage level may be reviewed and adjusted as appropriate.

During the non-winter period, from April's billing schedule through November's billing schedule, the sewer use fee is calculated by using either 1) the actual water use during that specific billing cycle, or 2) the base monthly usage level (the average of the four winter billing cycles), WHICHEVER IS LESS. Remember, your water use in the winter can impact your bills throughout the year.

If you have an emergency, such as a flooded basement, which may be related to the sewer system, contact your city's public works department. In Omaha, the phone number is 402.444.5332.

Sustainability

How does using a natural gas vehicle reduce my carbon footprint?

Exhaust emissions from a typical NGV are much lower than those from gasoline-powered vehicles. For example, the natural gas-powered Honda Civic is recognized by the U.S. EPA as the cleanest commercially available, internal-combustion vehicle on earth.  This Civic is rated by the California Air Resources Board as meeting the very stringent AT-PZEV standard.  In addition, dedicated NGVs produce little or no evaporative emissions during fueling and use. In gasoline vehicles, evaporative and fueling emissions account for at least 50 percent of a vehicle's total hydrocarbon emissions.

Typical dedicated NGVs can reduce exhaust emissions of:

  • Carbon monoxide (CO) by 70 percent
  • Non-methane organic gas (NMOG) by 87 percent
  • Nitrogen oxides (NOx) by 87 percent
  • Carbon dioxide (CO2) by almost 20 percent below those of gasoline vehicles.

 

Natural gas vehicles also produce far less urban emissions than diesel vehicles.  For example, even when the stringent 2007 EPA heavy-duty engine emission standards become applicable, NGVs will be producing only one-sixth the NOx of comparable diesel engines.