We realize that our customers sometimes have extenuating circumstances regarding water needs and payment abilities. To help ease this burden, we've developed the following payment and assistance programs, as well as extension policies.
For more information about these programs, contact Metro Water Services at 615-862-4600.
Assistance
Seasonal Sewer Billing / Sprinkler Adjustments
Sewer charges are calculated based on the amount of water used under most circumstances. An exception is made for residential customers during the billed months of April through November, when water is used to sprinkle lawns or wash cars. Since water used for these purposes does not go into the sewer, sewer service charges for residential bills are automatically adjusted during these months to reflect a “sprinkler credit.” The winter quarter average (January, February, and March) plus 30 percent will be the maximum sewer charges billed.
Water Leak Adjustments
If you are concerned about leaks in your plumbing system, contact us at 615-862-4600 and a field representative can assist in determining if there is a leak.
If a concealed leak has occurred, you may be eligible for an adjustment, as outlined in Metro Water Services policy. After repairs are made, customers should provide the type and date of repair by emailing [email protected] or calling 615-862-4600. (Please include account number if contacting us by email)
*If the account is due prior to adjustments being made, please pay the amount in full to avoid late charges.
Deferred Due Date Program
This program permits qualified residential and not-for-profit commercial customers to extend their payment date, with payment due on the eighth day of the month following the billing date or 15 days from the bill date, whichever provides the most number of days to pay the bill. This allows qualified customers to delay payment until after they receive one of the benefits covered under this program, which include:
- Social security benefits
- Service pension benefits
- Retirement benefits
- Monthly payments (non-wages or salary) from local, state or federal governmental agencies
To qualify for this program, residential customers must:
- Be a bona fide recipient of one of the benefits listed above
- Request only a primary residence
- Have an account in good standing at time of the application
Not-for-profit commercial customers must:
- Provide proof of 501(c)(3) status
- Have an account in good standing at time of the application
Sewer Service Line Assistance
If you have a problem with your private sewer service line that has been addressed by a plumber and not able to be resolved, you may request assistance from Metro Water Services per Metro Code of Ordinances 15.40.050.
Metro Water Services can provide assistance on a customer’s private sewer service line within the public right of way or easement after:
- a 2-foot section of the customer’s private sewer service line has been cut and removed at the appropriate location, and
- the property owner has completed the appropriate release agreement.
Please read and follow the directions in this sewer line brochure for assistance.
Protection
Water and Sewer Service Line Protection
Aging pipes and seasonal changes can cause a break to your water line or a blockage to your sewer line running through your property. Many Nashville homeowners are not aware that repairs to these lines (known as service lines) are their responsibility and are often not covered by homeowners' insurance. Therefore, Metro Water Services has partnered with American Water Resources to offer service line protection programs to protect homeowners like you from such unexpected expenses.
Critical Care Customer
Although Metro Water Services cannot guarantee that there will be no disruption of services, we are committed to minimizing the impact to customers with medical needs dependent on water service. To qualify for this program, you must provide evidence that a service interruption would compromise either medical patient services or cause potential damage to water dependent operating systems.
Food Safety Modernization Act
While Metro Water Services cannot guarantee that there will be no disruption of services, we understand the necessity of consistent and uninterrupted service for facilities/plants providing food processing services and therefore maintain a National Food Safety Modernization Act database. This database is used to contact businesses of unplanned service interruptions which could compromise food safety. We recommend that you apply for your facility/plant to be added to this database if you have not already done so.
Food Safety Modernization Act Form
Identity Theft Prevention Program
Metro Water Services respects and protects the privacy of our customers. The Identity Theft Prevention Program details response actions for Metro Water Services personnel if the personnel have observed a “red flag” indicating a possible instance of identity theft.