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 Metro Water Services (MWS), Metropolitan Government of Nashville and Davidson County 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

MWS's standard terms say customers are responsible for plumbing on their property and that no leak adjustment is available except as authorized by the Metropolitan Code and MWS policy. For a concealed leak, first call 615-862-4600 so a field representative can help determine whether a leak exists. After the leak is repaired, provide the repair type and date by email or phone and include the account number. The Code requires an affidavit on an MWS-approved form stating that the leak was concealed, could not reasonably have been detected through ordinary care, caused the billed consumption, and has been repaired. If approved, MWS credits 50% of the excess water above the previous year's average monthly bill, or reimburses the equivalent after payment; a single-family adjusted bill cannot exceed twice the average monthly bill. The customer should pay a bill that is due before the adjustment is posted to avoid gross-bill penalties. Separately, seasonal sprinkler adjustments can reduce sewer charges for April-November outdoor use, and MWS billing-review controls flag abnormal increases for staff investigation.

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

MWS offers the Deferred Due Date Program to qualified residential and not-for-profit commercial customers, allowing payment on the eighth day of the following month or 15 days after the billing date, whichever gives more time. Customers may also request payment extensions through Customer Care. The public MWS assistance page does not advertise a standing senior discount, disability percentage, or universal monthly water-credit cap. Metro Action provides income-tested water-payment assistance and a senior program that can include water assistance; funding and award amounts depend on the household, documentation, and available program dollars. Customers in crisis should contact MWS before a cutoff and Metro Action at 615-862-8860, rather than assuming a general MWS credit will be applied.

State and federal connections

Where to ask for broader aid

The Metropolitan Action Commission administers income-eligible assistance for Davidson County. Its current application pages route electricity, gas, propane, or wood-only LIHEAP requests through the state Smart Simple portal, while water payments, deposits, rent, mortgage, and related assistance use the THO Application Portal. Metro Action's published program history identifies LIHWAP as the federal water and wastewater assistance source when funded; current applicants should verify availability and award rules because annual appropriations and portals change. The agency's water-assistance contact is 615-862-8860, Metro.Action@nashville.gov, and 1281 Murfreesboro Pike, Nashville, TN 37217, with customer-care hours generally Monday-Friday 8:00 a.m.-4:30 p.m. Applicants should submit the MWS bill, account information, identification, household income and hardship documents, and ask MWS to note any agency pledge before the shutoff date.

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 Metro Water Services (MWS), Metropolitan Government of Nashville and Davidson County 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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