Customer Services Center
The Customer Service Center, located at 1700 Third Avenue North, is responsible for contracting, setting up, and maintaining customer accounts. Business hours are from 8:00 a.m. to 5:00 p.m. The phone number is (615) 862-4600.
Meter readings are captured by an electronic reading device, and bills are issued monthly. The Metropolitan Code of Laws requires that water meters be accessible at all times. Proper accessibility ensures accurate readings and allows readers to examine boxes for damages or leaks. The Law And Your Water Meter
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 15 days of the bill date. Accounts overdue for more than 15 days are subject to be discontinued.
Residential customers starting water service must pay a non-refundable service initiation fee of $35.00 for guaranteed same day service or $25.00 for any day thereafter. Commercial customers must 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.
A service transfer 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 the service area.
Customers wanting to terminate water service should call the Customer Services Center the day before service is to be discontinued. Callers will be given a confirmation number that should be kept until a final bill is received.
A residential customer receiving a bill that seems too high can request that a field representative assist in determining if there is a leak in the plumbing system. If a leak is found and repaired, the customer can call to ask for a leak adjustment. If an adjustment is approved, the department will absorb one-half of the excess over a normal bill. The maximum liability of a residential customer is limited to twice the normal monthly bill.
Customer Services with no cost include:
- leak investigations in which the last meter reading is verified and the meter is observed for indications of possible leaks
- meter tests in which meters are tested in the field or removed and tested in the utility’s shop following American Water Works Association guidelines for meter testing and meter exchanges
- reading verifications in which an account will be reviewed by a customer service representative and, if necessary, the meter will be reread
- flow testing, which may include testing the service line between the water meter and the house, that determines if there is adequate pressure and volume of water flowing through the section of service line between a water meter and the water main that serves the house.
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" Guidelines
A critical care customer may be an individual or facility with 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 water dependant 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
The Customer Connection Section is responsible for assisting plumbers and developers in installing new taps for water and sewer service, for collecting all respective departmental fees, and for issuing required excavating permits for construction projects affecting Nashville's water and sewerage systems.
If you have any questions which are not addressed through this web site, please email sonia.harvat@nashville.gov.