Metro Water Services

Customer Services Center

If you wish to pay your water bill in person, the Customer Services Center, located at 1700 Third Avenue North, is open from 8:00 AM to 5:00 PM. You may use our drive-in window or any one of our bill paying station locations. You also have the option of paying by mail or using our bank draft method. If you have any questions regarding your bill or your service, please call one of our representatives at 862-4600.

Meter Reading

Metro Water Services reads all meters monthly. Meter readings are captured by an electronic reading device and bills are issued. Please ensure your water meter is accessible at all times.

The Law And Your Water Meter

The Metropolitan Code of Laws requires that water meters be accessible at all times. This ensures accurate monthly meter readings and allows the meter reader to examine the meter box for damage or leaks.

Payment Policy
In order to avoid a late payment charge, which is the greater of $10.00 or 5% of the current net bill, payment must be posted within fifteen days of the bill date. Accounts overdue for more than 15 days are subject to be discontinued.
Automatic Bank Draft
To qualify for payment by bank draft, customers must have an account with a bank or other financial institution that offers Automated Clearing House service. Bank drafts are convenient, and you never have to worry about late payments. Your account will be charged fifteen days from the billing date. For more please call our Customer Services Center at 862-4600.
Service Initiation Fee
Residential customers starting water service must pay a non-refundable initiation fee of $35.00 for guaranteed same day service or $25.00 for any day thereafter. Commercial customers must either pay a cash deposit, post a bond, secure a certificate of deposit, or present a letter of credit before services can be initiated. The amount of the deposit is generally based on two months estimated usage.
Service Transfer
A fee of $35.00 for guaranteed same day service or $25.00 for any day thereafter is charged to customers who transfer service to another location in our service area.
To Terminate Service
When you wish to end your water service, please call the Customer Services Center the day before you want your service terminated. You will receive an important confirmation number that you should keep until you receive your final bill.
Water Leaks
If residential customers receive a bill that seems too high, they may request that a field representative assist them in determining whether there is a leak in their plumbing system. If a concealed leak has occurred, customers may contact Metro Water Services for a leak adjustment after repairs have been made. If a leak adjustment is approved, the Department will absorb one-half of the excess cost over a normal bill. The maximum liability of a residential customer is limited to twice the normal monthly bill.

Customer Services With No Cost To You
Call 862-4600

Leak Investigation
We will observe the water meter for indications of possible leaks in your plumbing and verify the last meter reading.
Meter Test
Meters are tested in the field or removed and tested in our shop. Metro Water Services follows American Water Works Association guidelines for meter testing and meter exchanges.
Reading Verification
If there is a substantial increase in the current month's water use, your account will be reviewed by a customer services representative and if necessary, your meter will be reread.
Flow Testing
This test determines whether there is adequate pressure and volume of water flowing through the section of service line between your water meter and the water main that serves your home. In some cases, Metro Water Services personnel will test the service line between the water meter and your home.
Customers Classification Audit
Taken from Section 15.32.010 &15.32.040 of the Metropolitan Code
Basis of consideration
Metro Water Services will designate classifications for billing purposes for each customer. This classification is necessary to ensure that the proper service rates are charged.
Policy
The Department of Water and Sewerage Services will place each new customer into a designated class for billing purposes based on anticipated usage. New customers will present evidence as to their anticipated water usage and will be assigned to the proper class at the time their permit is issued. This class will continue in effect until the next classification audit is performed. No other classification changes will be allowed.

Existing customers shall be placed into a designated class for billing purposes based on historical usage.

The department will periodically perform an audit to determine the appropriate class for billing purposes. Customers will be notified of any classification changes. No adjustments for classification changes will be granted as a result of this audit.

All customers will have thirty (30) days from receipt of written notice to appeal their new classification. All appeals will be reviewed and consideration for change will be based upon information provided by the customer. Once Metro Water Services makes a determination, the customer will be notified of the final classification.

If no written request for review is received, the classification will be effective until the next classification audit is performed.

Things to Consider:

  • Water consumption for the last 12 months
  • Any change relative to the customer's business
"CRITICAL CARE CUSTOMER" Guidlines
A critical care customer may be an individual or facility that has a medical or operational need that would be aggravated by the absence of water. Although MWS cannot guarantee that there will be no disruption of services, we are committed to minimizing the impact on those who are on the Critical Customer list.

Individuals who request to be added to this list will be required to have a form filled out by a physician. Customers will be required to submit a new form annually.

Medical Alert Form

Medical facilities or customers with critical water needs must provide evidence that a service interruption would compromise either medical patient services or cause potential damage to waterdependant operating systems. Applications will be reviewed for qualification. Recertification will be required annually.

For further information or questions, please contact Shannon Frye at shannon.frye@nashville.gov

If you have any questions which are not addressed through this web site, please email sonia.harvat@nashville.gov.