Customer Service | Adjustments and Payment Plans

Is your water bill unusually high? Does it show a significant increase in the amount of water used in your household?

When you receive your water and sewer bill, be sure and pay close attention to the amount of water you use (consumption) each month. If you notice on your bill that your water consumption has increased significantly* or if your bill has gradually been getting larger and does not decrease throughout several read cycles (approximately four months of bills), you may have a leak.

(*A significant increase is more than 25% in a one-month period and the increase was not caused by guests or new residents in the household using more water, increased water activity during summer, etc.)

What to do

The first step is to find and stop the leak! Running toilets and dripping faucets waste water and cost money. Check all your faucets and water mechanisms to ensure that they are tightly fitted.

How do I determine if I have a leak?

Make sure all the water is off in your home (no washing machine or dishwashers running). Go out to your water meter in the ground, remove the lid and see if the dial is moving. If the dial moves at all, and you are sure no water on your property is on, then there is a leak somewhere in your plumbing between where it starts at the meter and your home. If you have a crawl space, be sure to check there also.

I have found my leak, and it is repaired.  Now what?

The City of Atlanta has a leak adjustment policy that may give you a break on your bill, depending upon the nature of the leak. If the leak is determined to be your responsibility, you should repair the leak and submit documentation of the repair (including receipts for labor, supplies and equipment) to Customer Service. Once your documentation has been reviewed and approved, the adjustment will be processed immediately. If the leak is determined to be the responsibility of the City, we will process the adjustment without any further action required on your part.

The amount and time period to which the adjustment can be applied varies depending on the nature of the leak. Read the following guidelines, and call Customer Service at 404-658-6500 if you have any questions:

You will still be responsible for paying your amount due while your adjustment is pending. You will be reimbursed when your adjustment request is granted.

Partial Payment Plans

Partial payment plans may be available for customers whose bills do not meet the eligibility requirements for adjustments. You can learn about Partial Payment Plans here

Still need help?

E-mail us here.