Frequently Asked Questions (FAQs)

We have answers to common questions about your water and sewer service.

Billing

How often am I billed for water/sewer service?

You are billed monthly for your water/sewer usage. Click here to see a sample bill.

How often are meters read?

Residential and commercial meters are read every 30 days.

What happens if my bill is not paid by the due date?

If your bill is not paid by the date due shown on the bill, a 5% late fee will be added to your balance for each month you are past due.

Why has my bill amount increased? My usage has not.

In 2004, the City imposed the first in a series of rate increases to fund capital and system improvement programs. Your bill may be higher as a result of the increased rates. However, if your bill is unusually high, you may have a plumbing problem such as a leak.

I suspect my high bill is due to a plumbing problem.

The customer is responsible for fixing leaks and plumbing problems within the home or business plumbing system. City code allows for a two-month adjustment for water usage attributed to plumbing problems. Report the problem to Customer Service (404.658.6500) as soon as possible and forward a copy of the plumbing report and invoice to avoid unrecovered fees.

Should I continue to pay my bill if my meter is not functioning properly, I am disputing a balance or I have an adjustment pending?

Yes. You can work with a Customer Service Representative (404.658.6500) to determine what a normal bill is for you, and pay this amount each month.

Where can I pay my bill?

For your convenience, we offer several ways to pay your water/sewer service bill:

By phone - You can pay over the phone using a MasterCard or Visa card by calling 404.658.6500, 24 hours a day, seven days a week.
Online - Click here to pay your bill online using our convenient and secure online bill payment service.
Walk-in - Payment windows are available on the first floor of Atlanta City Hall, 55 Trinity Ave. SW, Atlanta, GA 30303.

My water was shut off and I can't pay my bill. What can I do to have service restored?

You may be eligible for a partial payment plan that would allow you up to 12 months to pay your bill. See the guidelines above for eligibility criteria. You may also be eligible for one-time payment assistance through the Care & Conserve program.

How do I start my water service?

Call Customer Service at 404.658.6500.

How do I request a new meter?

Click here for information on new meter application.

I just purchased a new meter. How long will it take to have it installed?

Meter installation takes approximately two weeks after all permits (Department of Transportation, Fulton County and City of Atlanta street permits) have been obtained.

Will I have to pay to have my service reconnected if it is cut off due to non-payment?

Yes, you must pay the balance owed plus a $45 reconnection fee, $65.00 service fee if is cut & locked. You may also be required to pay a deposit if your account does not already have a deposit on file. The deposit amount is $80 for residential customers. The deposit for commercial customers is based on meter size.

If my service is cut off and I pay my bill, how soon will service be reconnected?

Service is generally restored within 24 hours of receipt of payment. Please be advised that all taps should be in the off position. Service crews will not restore service if water taps in the on position are detected within or outside the home. You should also secure all animals.

Can I turn my water service on?

No. This is illegal. If DWM detects that you have restored your own service, your meter will be plugged to prevent water from entering the system. There is a $75 fee for removal of the plug and additional fees for illegal jumpers.

How do I stop my water service?

Call Customer Service at 404.658.6500.

Will I be charged for an abandoned meter?

There is a charge of $1,000 for an abandoned meter.

I need to reach Customer Service but I don't have time to hold on the phone. Are there other ways to reach Customer Service?

You can also reach Customer Service by fax: 404.658.6515 or email: watershedhelp@atlwater.com

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 as well.

How do I report a leaky or broken meter?

Call Customer Service at 404.658.6500.

Am I eligible for the Senior Citizen Discount?

The Senior Citizen Discount is available to senior citizens aged 65 years and older, with household income of $25,000 per year or less. In order to determine whether you qualify for the discount, you must submit an application and certain required documents to verify your age and income. Call our Senior Citizen Discount Customer Service number at 404.546.6500 to request a brochure and application.

I receive a senior citizen discount. Do I have to apply for the discount each year?

You do not have to reapply. Each year, by the end of March, we will mail a card for you to sign and return to certify that the information submitted with your original application is still valid. Please call our Senior Citizen Discount Customer Service number at 404.546.3208, if you do not receive your renewal card by March 31st of each year.

I am a home-bound senior. How do I apply for the discount?

Please call our Senior Citizen Discount Customer Service number at 404.546.3208. We will make arrangements to assist you with the application and gather the necessary information.

Does the 1 percent sales tax for water and sewer improvements apply to purchases outside Atlanta?

No. The 1 percent sales tax applies to merchandise purchased from businesses located within the Atlanta city limits. To report a sales tax overcharge or confirm if a company is eligible to charge the 1 percent sales tax, please call the Georgia Department of Revenue, Atlanta Regional Office, at 404.417.6605.

Sewer

What is a sewer tap?

The sewer tap is the physical connection point where the home's sewer line connects to the City of Atlanta main municipal sewer line.

What is a sewer service lateral?

The service lateral is an extension of the house building sewer that connects the structure to the City sewer. The maintenance and repair of the entire sewer service lateral is the property owner's responsibility.

What is the Bureau of Wastewater Treatment & Collection?

The Bureau of Wastewater Treatment & Collection manages the daily operations of the City of Atlanta's four (4) Wastewater Treatment Plants, seven (7) Combined Sewer Overflow Facilities, fifteen (16) Pumping Stations, and the Metro Atlanta Wastewater Collection Operation and Transmission Sewer System in accordance with the National Pollutant Discharge Elimination System (NPDES) Permits and the federally mandated Consent Decree.

What is the difference between a storm drain and a storm sewer?

A storm drain is an inlet structure and a storm sewer is the pipe that transports the sewage.

What is a storm water inlet?

A storm water inlet admits surface water to the storm water drainage system, also known as CURB INLET, CATCH BASIN or STORM DRAIN.

What is a storm sewer?

A storm water sewer is a pipe, conduit or open channel (sewer) that carries runoff from storms, surface drainage, and street wash. Storm sewers do not convey domestic, industrial or commercial wastes.

What is municipal sewage?

Municipal sewage includes wastewater collected from residences, public buildings, industries, and commercial establishments. Municipal sewage is conveyed to a wastewater treatment facility.

What is a sanitary sewer system?

Those structures (pipes, force mains, gravity sewer lines and manholes) in the wastewater collection system designed to convey municipal sewage only (not stormwater) to a wastewater treatment facility are referred to as sanitary sewers.

What is a combined sewer system?

A combined sewer system collects both sewage and stormwater in a single pipe. In dry weather, all flow goes to a wastewater treatment plant. During wet weather, most flow is diverted to CSO treatment facilities for storage and/or treatment. In heaviest rainfall, a small portion of combined sewage flow may be discharged directly to streams.

What is a sewer overflow or sanitary sewer overflow?

A sewage overflow is the intentional or unintentional diversion of flow from a sanitary or combined sewer collection and transmission system. Sewage overflows include discharges to public property or discharges on private property; discharges to State Waters and United States Waters.

What is an outfall?

An outfall is the point, location or structure where wastewater or drainage discharges from a sewer, drain, or other conduit.

What is an outfall sewer?

An outfall sewer receives wastewater from a collection system or from a wastewater treatment plant and carries it to a point of ultimate or final discharge in the environment.

What happens when I request service from the Department of Watershed Management?

When you contact our customer service center, a customer service representative will enter your concerns into a database for tracking purposes. A service request will be generated and an inspector will be dispatched to investigate the issues. Initial contact usually occurs within 24 hours.

What is a service request?

The service request is a document that is generated by our customer service center to assist with an issue, problem, or question relating to the City's sanitary and combined sewer or storm water system. The service request is design to capture the caller contact information, concerns of the caller, and results of the assessment.

What happens when I request service from the Department of Watershed Management?

When you contact our customer service center, a customer service representative will enter your concerns into a database for tracking purposes. A service request will be generated, and an inspector will be dispatched to investigate the issues. Initial contact usually occurs within 24 hours.

What is an inspector?

The inspector is the first responder to investigate a customer concern. Inspectors are dispatched through the customer service center when we receive a water- or sewer-relatedcomplaint.

Why does the City research easements on my property when handling my sewer repair problems?

City of Atlanta employees do not have legal authority to dispatch crews onto private property to perform work without a legal document granting temporary or permanent access. This legal document is called an easement. The easement allows City of Atlanta employees or contractors to perform maintenance on a publicly owned structure within the boundaries of the easement.

How are repair requests prioritized?

Requests are prioritized based on three criteria: public health and/or safety, environmental impact, and severity of the problem requiring repair.

What are issues that the Department does not address?

Some of the problems that don't qualify for repair are:

- Broken or leaking gutters and downspouts.

- Low spots between homes or properties where water stands.

- Leaking basements and wet crawl spaces caused by the slope of the property.

- Underground springs.

What should a customer do when a sewage backup occurs in the home/yard, etc.?

If you experience a sewage backup, you should contact Customer Service for assistance at (404) 658-6500.

How often are storm drains cleaned?

Catch basins are cleaned on a quarterly basis in the combined sewer area and on a per-call basis outside of the combined sewer area.

Who is responsible for addressing creek flooding?

The City of Atlanta does not maintain creeks or streams on private property. We can only maintain creeks within city parks or on City of Atlanta property. The City of Atlanta also maintains creek banks as necessary to protect city utilities.

Who is responsible for cleaning up sewage spills, overflows and etc.?

Spills on private property or inside a private building are the responsibility of the property owner.

Still need help?

We are here to help. E-mail us here or call Customer Service at 404.658.6500.