Our General Customer Service Line: (850) 476-0480

Customer Service phone lines are open:
Monday through Friday, 8:30 a.m. - 5:00 p.m.

Our Ellyson Customer Service office is open:
Monday through Friday, 8:30 a.m. - 5:00 p.m.
Ellyson Industrial Park
9255 Sturdevant Street
Pensacola, FL 32514

E-Mail: customerservice@ecua.fl.gov
(Please remember to provide your service address and a daytime contact phone number in your e-mail inquiry.)

When calling Customer Service the wait time to reach a Customer Service Representative may be shorter during off-peak times. Mondays, especially after holiday weekends, are extremely busy. If the nature of your call is not a pressing matter and can possibly be addressed later in the week, we recommend waiting a day or two for faster service.

When applying for a new account, the customer should be prepared to present some form of identification (Driver's license and Federal Tax Identification number) and a check or cash in payment of deposits and fees.

A new water or wastewater customer will receive next-day service if the order is placed prior to 4:30 p.m. The customer will receive service within two days if the order is placed after 4:30 p.m. Same-day service is available for an additional fee if the order is placed prior to 4:30 p.m.As an ECUA customer, you understand that it is your responsibility to have the residence ready to receive water with all faucets, including washing machines and ice makers, turned off, or that someone should be present when the water service is turned on.

As an ECUA customer, you agree to have the requested service location ready to receive water service.

As an ECUA customer, you agree to hold the ECUA harmless and not responsible for any damages that may occur as a result of water being turned on at the requested service location.

1. Obtain a copy of ECUA Single-Service Connection Form by downloading a copy from this link, by visiting our ECUA Customer Service Center, or the ECUA Engineering Department at our Ellyson Park Location.

2. Attach a map or plat of the property showing the proposed construction, the desired location of the water meter.

3. A backflow protection device will be installed on the customer’s side of the water meter and tested annually. In addition, a backflow prevention device must be installed and tested annually on all fire protection system.
New Commercial Account Questionnaire for Backflow Preventer Assembly Requirements

4. New Food Service Establishment (FSEs) shall install grease interceptors of the design and capacity specified by the Florida Building Code.

5. Each new FSE will APPLY for a Fats, Oils, and Grease PERMIT and return the permit to the Environmental Controls Program Division. FSE's are eligible to receive the ECUA Protector of the Environment award which is given quarterly to FSE's who meet certain environmentally friendly criteria. For details of this program please go to our Protector of the Environment link.

6. There are several ways to submit the completed form and attachments.

Deliver:
ECUA Engineering Department
9500 Sturdevant Street, 2nd Floor

Return:
ECUA Engineering
P O Box 15311
Pensacola, FL 32514

Fax to (850) 494 7335.

7. Allow 5 days for review and processing. The ECUA Engineering Department will issue a letter verifying connections qualifying as “Single-Service”.

Note: New commercial water or sewer customer services requiring extensions of the distribution or collection systems (including any new sewage pumping stations) are not eligible for “Single-Service” approval. Plans for extensions to water or sewer systems must be designed and prepared by a Florida-licensed Professional Engineer.

8. Return the ECUA Customer Service department with the “Single-Service Connection” approval letter issued by the ECUA Engineering Department to pay appropriate fees and establish an account.

Please contact ECUA Customer Service when you are ready to close your account.

You will need to provide a termination date and a forwarding address for your final bill, which will be mailed with the balance due on the account. Once the account has been closed, any deposit left on the account will be applied towards the final bill.

If your final bill had a credit balance of $5.00 or more, a refund check for the amount of the credit will be mailed with the final bill. Final accounts with credits less than $5.00 do not generate a final bill and will be refunded by customer request only.

Water rates consist of a minimum monthly charge and a usage charge. The minimum monthly fee is charged to all customers having active service. The minimum monthly charge is based on the meter size(s) listed below, in addition to a usage fee of $3.03 per thousand gallons of water used.

For more information, please see our Commercial Mainland Services Brochure 2025-2026.