Toho Water Authority, legally known as the Tohopekaliga Water Authority, stands as the premier provider of water, wastewater, and reclaimed water services in Osceola County, Florida. Established in October 2003 through a special act of the Florida Legislature, this organization was created to ensure regional stewardship over vital water resources. Today, it serves a growing population of over 160,000 customers in Kissimmee, St. Cloud, Poinciana, and portions of unincorporated Orange and Polk counties.

Operating as a robust independent utility, Toho manages an extensive infrastructure that includes 17 water treatment facilities and nine wastewater treatment plants. With a dedicated workforce of approximately 600 professionals, the authority distributes about 51.6 million gallons of potable water daily while processing 34.3 million gallons of wastewater into high-quality reclaimed water for irrigation and industrial use.

Essential Contact Information for Residents

For many residents, the primary interaction with Toho involves customer service or emergency reporting. The following details are critical for immediate assistance:

  • Main Headquarters: 951 Martin Luther King Blvd., Kissimmee, FL 34741.
  • Customer Service Hotline: (407) 944-5000.
  • Business Hours: Monday through Friday, 8:00 a.m. to 5:00 p.m.
  • Emergency Services: The call center remains operational 24/7 for reporting water main breaks, sewer backups, or urgent service interruptions.

Understanding the Toho Service Area and Demographics

Toho Water Authority is not merely a local utility; it is a regional powerhouse covering vast stretches of Central Florida. Its governance falls under a seven-member board of supervisors, which oversees an annual operating budget that exceeds $114 million. This scale is necessary to support the rapid development seen in the following areas:

  1. Kissimmee: As the heart of the service area, most residential and commercial properties within city limits rely on Toho for all water-related utilities.
  2. St. Cloud: Through integrated regional agreements, St. Cloud residents benefit from the shared infrastructure and resource management strategies of the authority.
  3. Poinciana: This expansive community spanning Osceola and Polk counties is a major focus for Toho’s long-term infrastructure planning.
  4. Unincorporated Regions: Many new developments in the southern portions of Orange County and the northern segments of Polk County are increasingly being integrated into the Toho network to ensure consistent water pressure and quality.

How to Manage Your Toho Water Account

Setting up or modifying utility services is a standard requirement for anyone moving within Osceola County. Toho has streamlined these processes through digital and phone-based systems.

Starting, Stopping, or Moving Service

When initiating a new service, customers should be prepared for a credit evaluation. Depending on your credit history, a security deposit may be required, typically ranging from $0 to $200. This deposit acts as a safeguard since the utility provides service before billing occurs.

For existing customers moving to a new address within the service area, the "Move Service" option allows for a seamless transition of the account, ensuring that you are not double-billed or left without water during the transition period. It is recommended to provide at least 48 to 72 hours' notice for these requests.

Billing Cycles and Account Numbers

Toho uses two distinct formats for account numbers, which can sometimes cause confusion for new users:

  • 18-digit Account Numbers: If you have an 18-digit number, you must typically wait up to seven business days after receiving your account information before you can link your bank account or create a full online profile.
  • 8-digit Account Numbers: These customers usually need to wait until their first physical bill arrives by mail to complete the online registration process.

Billing cycles generally run between 28 and 35 days. Meters are read electronically via an automated system that transmits data at least four times per day, ensuring high accuracy and reducing the need for estimated billing.

Payment Methods

Residents have several options for settling their monthly invoices:

  • One-time Online Payments: Convenient for quick transactions, though third-party processing fees may apply.
  • Online Profile Payments: By creating a self-managed profile, customers can avoid transaction fees, set up recurring "Auto Pay," and opt for electronic billing.
  • Phone Payments: Available via the main customer service line.
  • In-Person and Mail: Traditional methods remain available for those who prefer physical documentation.

Water Quality and the 2025 Policy Change

The source of almost all potable water provided by Toho is the Floridan Aquifer. This massive underground reservoir of fresh groundwater is naturally protected by layers of clay and rock, requiring minimal treatment compared to surface water sources.

Treatment Standards

Toho treats the raw groundwater primarily through chlorination to eliminate potential bacteria and ensure the water remains safe as it travels through miles of distribution piping. The chlorine levels are maintained between 0.6 and 1.0 milligrams per liter (mg/L), adhering strictly to the Safe Drinking Water Act.

The Removal of Fluoride

In a significant policy shift, Toho Water Authority announced that as of July 1, 2025, it will no longer add supplemental fluoride to its water supplies. Residents who rely on fluoridated water for dental health are encouraged to consult with healthcare providers to determine if alternative fluoride sources are necessary for their households. This change reflects the authority's evolving approach to water treatment and public health guidelines.

Annual Consumer Confidence Reports (CCR)

To maintain transparency, Toho publishes annual water quality reports. These documents detail the presence of any detected contaminants and verify that the water meets or exceeds all state and federal safety regulations.

Troubleshooting High Water Bills

A sudden spike in a water bill is a common concern. In the Central Florida climate, several factors often contribute to these increases:

  1. Undetected Leaks: Even a small "silent" leak in a toilet or an underground irrigation pipe can waste hundreds of gallons per day. Toho recommends checking toilet flappers and looking for unusually green patches in the lawn.
  2. Irrigation Patterns: During dry months, automated sprinkler systems may run longer than realized. Over-watering is the leading cause of high residential bills.
  3. Pool Maintenance: Filling or topping off a swimming pool can significantly impact a single month's usage.
  4. Increased Occupancy: Guests or new household members naturally drive up consumption of potable water and wastewater processing.

If a resident suspects a meter error, they can contact the call center. However, the authority usually advises checking for on-property leaks first, as most high bills are linked to usage occurring after the water passes through the meter.

Watering Restrictions and Conservation Efforts

Florida's water resources are finite, and Toho enforces specific watering days and times to prevent over-extraction from the aquifer. These schedules are often dictated by the address of the property (even vs. odd numbers) and the time of year (Daylight Saving Time vs. Standard Time).

Irrigation Schedules

Typically, irrigation is prohibited between the hours of 10:00 a.m. and 4:00 p.m., when evaporation rates are highest. Following the designated schedule is not just a suggestion; it is a regulatory requirement designed to ensure that the entire community has adequate water pressure for daily needs and fire protection.

Reclaimed Water Benefits

Toho is a leader in water recycling. By processing wastewater into "reclaimed water," the authority provides a sustainable alternative for lawn irrigation and industrial cooling. Using reclaimed water reduces the demand on the Floridan Aquifer and is often offered at a lower rate than potable water.

Toho Assistance Program (TAP) and Community Support

Recognizing that utility costs can be a burden for some families, Toho Water Authority collaborates with local organizations to provide financial relief.

Eligibility for TAP

The Toho Assistance Program (TAP) is designed for income-eligible customers who are facing service disconnection. Priority is given to:

  • Households with elderly individuals.
  • Families with children under the age of 18.
  • Individuals with documented disabilities.

To apply for assistance, residents can contact the Council on Aging (COA) at (407) 846-8532. This partnership ensures that vital water services remain accessible to the most vulnerable members of the Osceola community.

Toilet Rebate Program

To encourage indoor water conservation, Toho frequently offers rebates for residents who replace older, high-flow toilets with high-efficiency models. These programs are part of a broader strategy to reduce the total per-capita consumption of water as the region's population continues to swell.

Future Infrastructure: The Toho Reservoir Project

As Central Florida continues to grow, Toho is looking beyond the aquifer for future water needs. The Toho Reservoir and Water Treatment Facility is a massive joint project with Osceola County. This initiative aims to:

  • Capture and store stormwater to reduce local flooding.
  • Improve the water quality of regional lakes.
  • Develop an "alternative water supply" that can be treated for irrigation or eventually even drinking water.

This project represents the next generation of water management, moving away from a total reliance on groundwater and toward a more diverse and resilient water portfolio.

Frequently Asked Questions (FAQ)

What should I do if my water service is disconnected for non-payment?

If your service has been disconnected, you must pay the outstanding balance. Services are typically restored on the same day if the payment is confirmed before 7:00 p.m. Note that technicians follow a specific route, so an exact time for restoration cannot be guaranteed.

Can I get an extension on my bill payment?

Yes, Toho offers a payment extension form online. This is a helpful tool for residents who may need a few extra days to align their payment with their paycheck.

Does Toho Water Authority add fluoride to the water?

Historically, yes. However, as of July 1, 2025, Toho has officially ceased the addition of supplemental fluoride to the water supply.

How do I report a sewer backup?

Call the 24/7 emergency line at (407) 944-5000 immediately. Toho recommends calling them first—before calling a plumber—as they can determine if the issue is within the public sewer main or the resident's private line.

Why is my first bill taking so long to arrive?

It is normal for the first bill to arrive 4 to 6 weeks after your service start date. If you have not received a bill after six weeks, contact customer service to verify your mailing address.

What are the password requirements for the online Toho portal?

To ensure account security, passwords must be at least 8 characters long and include at least one uppercase letter, one lowercase letter, and one number.

Summary of Toho Water Authority Operations

Toho Water Authority is more than just a utility provider; it is a critical infrastructure pillar for Osceola County. From managing the 51.6 million gallons of daily potable water flow to spearheading massive environmental projects like the Toho Reservoir, the authority balances the needs of a booming population with the necessity of environmental conservation. Residents are encouraged to utilize the digital portal for account management, stay informed about the 2025 fluoride policy change, and participate in conservation efforts to protect the Floridan Aquifer for future generations. Whether you are a new resident setting up your first account or a long-term local looking for ways to lower your bill through the TAP program or irrigation audits, Toho offers the resources and support necessary to ensure reliable water services for all.