Leak relief and household assistance

A high water bill may have a path to review

Hidden plumbing failures can produce an alarming bill before the problem is visible. This guide separates what Memphis Light, Gas and Water Division (MLGW) publicly describes from the practical steps every customer can take while requesting help.

Provider-specific review

What the public record says about a leak adjustment

Residential customers may request one water-leak and sewer adjustment in a 12-month period. MLGW applies the approved relief as an account credit and calculates it from 50% of the highest excess usage over the preceding 12-month billing period, while considering the actual sewer-use impact. The customer should compare the physical meter with the bill, report the unusual usage to MLGW, identify and repair the leaking fixture, service line, or broken pipe, and provide supporting facts or repair documentation if requested. Master-meter residential properties have additional conditions: the meter must have been estimated because of an MLGW issue rather than customer inaccessibility, there must be visible-flow evidence or corroborating CCF data, and the leak must be repaired within 14 days after the unusual consumption is discovered. MLGW's account-dispute process relies on supporting documentation and keeps service connected during a formal dispute hearing. Customers should also request a separate sewer review from the City because sewer is not provided or priced by MLGW.

Stop the loss

Shut off the failing fixture or supply and arrange a qualified repair.

Keep proof

Save dated invoices, parts receipts, photographs, and meter readings.

Request review

Submit the request promptly and keep paying any undisputed amount.

Utility assistance

Customer assistance and eligibility

MLGW lists On Track, Plus-1/MIFA assistance, Gift of Comfort, payment arrangements, deferred payment plans, budget billing, PowerPay, the Holiday Bill Break, and a senior/disabled Winter Moratorium. On Track provides an advisor, budgeting and energy education, social-service referrals, and deferred billing arrangements that can run up to three years; the program page does not promise a universal fixed water credit. MLGW's utility-assistance page says eligible Memphis residents with a current cutoff notice may qualify for up to a $700 City of Memphis credit, but it currently states that funds are not available. The page also points to the Shelby County Community Services Agency, 2-1-1, United Way of the Mid-South, and local referrals. Qualified household heads age 60 or older or receiving Social Security disability benefits can avoid the winter cutoff from December 1 through March 1 if they apply by November 30, keep the past-due balance at or below $199.99, and agree to a payoff plan.

State and federal connections

Where to ask for broader aid

MLGW's current assistance page integrates with Shelby County Community Services Agency for LIHEAP. Regular LIHEAP assistance is for Shelby County households at or below 150% of the Federal Poverty Guidelines with an active account and is applied once per program year from October 1 through September 30; crisis assistance may require a cutoff notice plus a household member age 60 or older, age five or younger, disability, or an uncontrollable circumstance. Applications and supporting documents are handled through the CSA at 1188 Minna Place, Memphis, TN 38104, 901-222-4200, generally Monday-Thursday 8:00 a.m.-4:15 p.m. and Friday 8:00 a.m.-12:15 p.m. The reviewed 2026 MLGW material does not advertise a separate active federal LIHWAP water grant; customers should ask CSA, 2-1-1, or MLGW whether any current state/federal award can be applied to the water/sewer portion before the cutoff date. MLGW also accepts documented outside-agency promises as part of qualifying payment arrangements where policy permits.

Research status for this provider

4 of 4 relief signals publicly identified

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Emergency route

Published detail

Leak policy

Published detail

Utility aid

Published detail

State/federal aid

Published detail

Leak and assistance notes

Build the file before asking Memphis Light, Gas and Water Division (MLGW) for relief

A high bill can have several causes, including a hidden plumbing failure, irrigation use, a meter issue, a change in occupancy, or a rate adjustment. The provider’s leak policy determines whether any credit is available; an unusually high bill does not automatically qualify.

Keep a dated record of the reading, the suspected source, the repair, the contractor or parts receipt, and the return to normal use. Ask whether the utility requires a specific form, a licensed repair, a meter test, photos, or a request within a fixed number of days.

For income-related difficulty, ask about local assistance, payment arrangements, state programs, and community referrals separately from a leak adjustment. These programs often use different applications, documents, funding limits, and deadlines.

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