Nashville Water Utility Help Desk: Pay, Log In, Call, Start Service or Report a Leak
Most people searching “Nashville Water Utility” need Metro Water Services. Use this page to pay a bill, log in, find the right phone number, avoid late-payment mistakes, start or transfer service, check 2026 rates, report emergencies, and understand water quality or lead-service-line notices.
Fast Answer Board
| Searcher wants | Official route | Prepare first | Important rule |
|---|---|---|---|
| Pay without login | Guest Pay / QuickPay | Valid Metro Water Services account number. | No registration required for Guest Pay. |
| Login / register | My Account Login or Register | Account number, mailing ZIP, last 4 digits of SSN/TIN, email. | Premium access unlocks e-bills, service requests, recurring payments and profile management. |
| Pay by phone | 615-862-4600 | Account number and payment method. | Automated services are available 24/7. |
| Visit customer service | 1700 3rd Ave N, Nashville, TN 37208 | Bill, ID, payment method, notice if disconnected. | Lobby listed Tuesday and Thursday, 8 a.m.-4 p.m.; self-serve kiosk available 24 hours. |
| Report leak / water emergency | Call 615-862-4600, option 3 | Address, cross street, issue type, public safety/property risk. | Use for overflowing sewer, street leak, broken water line, flooding or urgent water-quality issue. |
| Stormwater / drainage | Call 615-862-4600, option 4 | Address, photos if safe, drainage location, previous request number. | Option 4 is for stormwater maintenance and drainage concerns. |
Employee safety check: Metro Water Services says staff will always provide ID and usually will not show up without prior notification. Call 615-862-4600 to verify employees and work type before allowing access.
Official Nashville Metro Water Services Info
Customer Service Building
Metro Water Services
1700 3rd Ave N
Nashville, TN 37208
Fax: 615-862-4837
Service Area
Water: Davidson County plus portions of Rutherford and Williamson counties.
Sewer: Davidson County plus portions of Sumner, Robertson, Wilson, Rutherford and Williamson counties.
| Department / need | Phone / address | Use for |
|---|---|---|
| Customer Services Center | 1700 3rd Ave N, Nashville, TN 37208; 615-862-4600 | Billing, payments, customer service, start/transfer/terminate service. |
| 24/7 Emergency Service | 615-862-4600, option 3 | Water leaks, overflowing sewer, broken water lines, urgent water-quality or repair issues. |
| Development Services | 800 2nd Ave S, Nashville, TN 37210; 615-862-7225 | Development, permits, water/sewer connection process; permit fees must be received by 2:30 p.m. |
| Administrative Offices | 1600 2nd Ave N, Nashville, TN 37208 | Administration / director office. |
| System Services | 1450 Lebanon Pike, Nashville, TN 37210 | System services and field-related operations. |
| Stormwater Quality | 1607 County Hospital Road, Nashville, TN 37218; 615-880-2420 | Stormwater quality, dumping, water-quality concerns in creeks/streams. |
| Stormwater Review | 800 2nd Ave S; 615-862-4705 or 615-862-4588 | Grading permit application status and stormwater review. |
| Stormwater Maintenance | 1607 County Hospital Road; 615-862-4600 option 4 | Drainage concern, stormwater questions, follow-up on reported drainage issue. |
| EPA Safe Drinking Water Hotline | 800-426-4791 | General drinking-water safety questions. |
Bill Pay and Login: Exact Official Options
Guest Pay
- No registration required.
- Enter a valid MWS account number.
- Pay by e-check, credit card or debit card.
- Useful if you are not the account holder but need to pay for someone.
Premium Access
- Create username/password.
- View Smart Meter usage data.
- View and pay bills online.
- Review transaction/payment history.
- Analyze and download water/sewer usage.
- Add multiple accounts to your profile.
Registration details
- First and last name.
- Email address.
- Account number from bill.
- Mailing-address ZIP code.
- Last 4 digits of SSN or TIN.
- Security question and answer.
| Payment method | Official detail | Best for | Do not miss |
|---|---|---|---|
| Online bill pay | View current balance, bill images for last 12 months, payment and consumption history, FAQs and open service request status. | Regular customers who want account history and usage tools. | Premium Access requires an online account; Standard Access has limited access without registration. |
| Guest Pay | Pay online with valid account number; no registration required. | Fast one-time payment or paying on behalf of another customer. | Confirm account number before submitting. |
| Card payment | Online portal lists 2.8% service fee with $1.95 minimum. | Credit/debit convenience. | Fee applies to card payments. |
| Check / EFT | No fee for check/EFT listed in payment notice. | Avoiding card service fee. | $30 returned-payment fee for returned checks/EFT. |
| Phone automated service | Call 615-862-4600, available 24/7. | Pay by phone, routine account info, office hours/payment locations. | Have account number ready. |
| Bank draft | Account charged 15 days from billing date. | Customers who want automatic payment from bank account. | Need bank/financial institution with ACH service. |
| Metro Water Services, P.O. Box 305225, Nashville, TN 37230-5225. | Normal bills with enough time before due date. | Mail is not safe for shutoff deadlines. | |
| Kiosk | Three kiosks at 1700 Third Avenue North; one available 24/7. | Cash, check or card payment at customer center. | Keep kiosk receipt and confirmation. |
| Digital wallet / text | Online features include text billing alerts, pay by text, Apple Pay, Google Pay, Venmo and PayPal. | Customers using online account tools. | Verify enrollment and notification settings. |
Official payment links:
Late Payment, Shutoff Risk and Reconnect Fees
Late timing
Payment must be posted within 20 days of the bill date.
Late charge
Greater of $2.50 or 5% of the current net bill.
Disconnection risk
Accounts overdue more than 20 days are subject to disconnection.
Returned payment
$30 returned check/EFT fee listed in payment notice and 2026 fees.
| Problem | Best action | Official fee/detail |
|---|---|---|
| Need same-day turn-on | Call 615-862-4600 and ask if same-day service is available. | 2026 rate page lists Turn on – Same Day at $35. |
| Need next-day turn-on | Schedule through customer service. | Turn on – Next Day listed at $25. |
| Water running inside during turn-on | Make sure indoor fixtures are off before requesting turn-on. | Turn on – Running Inside listed at $50. |
| Reconnect after non-payment | Pay required balance and confirm reconnection step. | Reconnect for non-payment listed at $60. |
| After-hours response | Use emergency route only for true urgent service issue. | After-hours response listed at $240. |
| Meter not accessible | Keep meter accessible for readings, damage checks and leak inspection. | Trips for inaccessible meter listed at $50. |
| Broken lock / straight line issue | Call customer service before attempting any utility-side action. | Broken lock $95; straight line $200. |
Start, Transfer or Terminate Nashville Water Service
Residential start/transfer
- Call 615-862-4600 or use official request route.
- Have service address and move date.
- Prepare ID/account details.
- Same-day guaranteed service fee: $35.
- Any day thereafter service fee: $25.
Commercial start
- Commercial customers may need cash deposit, bond, certificate of deposit or letter of credit.
- Deposit is generally based on two months estimated usage.
- Ask for commercial setup documents before move-in.
Stop service
- Give stop date.
- Provide forwarding address.
- Ask about final bill timing.
- Cancel bank draft/autopay if moving.
- Keep final confirmation.
Terms reminder: Metro Water customer terms say customers must keep plumbing on their property in good operating condition and free from leaks. Customers can be liable for wastewater discharges that damage the public sewer system.
Understand Your Metro Water Bill Before Calling
Monthly bill
Your bill includes water and wastewater charges based on actual meter reading. Davidson County residents are also charged a stormwater user fee.
Meter reading
Meter readings are captured by an electronic reading device. Meters must remain accessible at all times.
Usage unit
1 CCF equals 100 cubic feet, or 748 gallons.
| Bill item | What it means | User action |
|---|---|---|
| Account number | Needed for Guest Pay, registration, phone payment and support. | Keep the most recent bill handy before using the portal. |
| Mailing ZIP | Required for online registration. | Use the ZIP code shown on the bill, not always the service-address ZIP. |
| Water fixed charge | Monthly base charge by meter size. | Most homes use 5/8-inch meter, but check your bill. |
| Sewer fixed charge | Monthly sewer base charge by meter size. | Separate from water fixed charge. |
| Volumetric usage | Metered consumption; first 2 CCF are included in fixed charge. | Compare CCF month-to-month. |
| Infrastructure replacement fee | 10% of water service charges and 10% of sewer service charges. | Expect this in addition to fixed/usage charges. |
| Water sales tax | 9.25% sales tax assessed to all water sales under state law. | Do not confuse tax with a service penalty. |
| Stormwater user fee | Based on impervious square footage. | See stormwater section if driveway/roof/paved area changed. |
2026 Nashville Water, Sewer and Stormwater Rates
2026 rate note: Metro says residential and commercial water/sewer rates increase by 3% on January 1, 2026, reflected in February bills. The first 2 CCF, equal to 1,496 gallons, are included in the fixed charge.
| 2026 water/sewer item | Water | Sewer | User note |
|---|---|---|---|
| 5/8-inch meter fixed charge | $6.12 | $9.78 | Common residential meter size. |
| 3/4-inch meter fixed charge | $14.56 | $43.23 | Check bill if your base charge seems high. |
| 1-inch meter fixed charge | $18.35 | $55.94 | Common for some larger services. |
| Residential 0-2 CCF | Included | Included | First 1,496 gallons included in fixed charge. |
| Residential 3-6 CCF | $4.20 per CCF | $7.02 per CCF | First usage tier above included amount. |
| Residential 7-10 CCF | $5.05 per CCF | $7.02 per CCF | Higher water tier. |
| Residential 11+ CCF | $6.31 per CCF | $7.02 per CCF | High usage tier. |
| Non-residential all usage | $3.31 per CCF | $7.02 per CCF | Different from residential tiering. |
| Infrastructure replacement fee | 10% of water charges | 10% of sewer charges | Dedicated funding for old infrastructure replacement. |
| Residential stormwater square feet | Monthly rate | Meaning |
|---|---|---|
| Less than 400 sq ft | $0.00 | Very low impervious area. |
| 400-2,000 sq ft | $1.50 | Small residential impervious area. |
| 2,001-6,000 sq ft | $6.00 | Common residential category. |
| More than 6,000 sq ft | $11.00 | Larger roof/paved/driveway footprint. |
| Condominium | $3.00 per unit | Residential condo charge. |
High Bill, Leak Check and Free Metro Services
Leak investigation
Metro provides plumbing leak investigation at no extra charge. Call 615-862-4600.
Meter reread
Meter reading reread/verification is listed as a no-extra-charge service.
Meter test
Water meter testing/exchanges are listed under commonly needed services.
Sewer main clog
Metro lists sewer main inspection and sewer line brochure support.
| Question | Useful answer | Next step |
|---|---|---|
| Why did usage jump? | Meter reading, hidden plumbing leak, toilet leak, sprinkler use, irrigation, outdoor washing, running hose, or guest/household change. | Compare CCF to last month and same month last year. |
| How do I convert usage? | 1 CCF = 748 gallons. | Multiply CCF by 748 to estimate gallons. |
| Can Metro check for leaks? | Yes, call 615-862-4600 for plumbing leak investigation support. | Have account number, service address and issue details. |
| Can I get a leak adjustment? | For concealed leaks, customers may be eligible after repairs are made. | Email repair type/date with account number or call 615-862-4600. |
| Do I still pay while waiting? | Metro says if the account is due before adjustments are made, pay in full to avoid late charges. | Ask about extension if full payment is not possible. |
| Sprinkler credit? | Residential customers get seasonal reduced sewer charges April-November, automatically adjusted. | Winter quarter average plus 30% is maximum sewer charge during those billed months. |
Emergency, Outage, Leak, Sewer and Stormwater Routing
24/7 Water/Sewer Emergency
Call: 615-862-4600, option 3
Overflowing sewer, leak in street/meter box, broken water line, flooding, urgent water-quality or repair issue.
Stormwater Maintenance
Call: 615-862-4600, option 4
New drainage concern, follow-up on drainage concern, stormwater questions.
Stormwater Pollution
Call: 615-313-PURE or 615-880-2420
Monday-Friday, 7 a.m.-3:30 p.m. After hours: 615-862-4600 option 3 and say “Stormwater/Water Quality.”
| Problem | Say this | Have ready |
|---|---|---|
| Water main break / street leak | “Water is leaking at [address/cross street]. It is in the street/meter box/yard.” | Address, nearest intersection, flow level, road danger, photos only if safe. |
| Overflowing sewer | “Sewage is overflowing at [location].” | Fixture/location, start time, whether inside/outside, keep people away. |
| No water / outage | “I have no water at [address]. Are there known outages?” | Check outage map, ask if neighbors affected, note time started. |
| Drainage concern | “There is a drainage/stormwater issue at [location].” | Flooding direction, blocked inlet/ditch, address, prior request number. |
| Illegal dumping / creek pollution | “I saw dumping/discharge into storm drain/creek at [location].” | Exact location, time, color/odor, vehicle info if safe, photos if safe. |
| Floodplain inquiry | “Is this property in a floodplain?” | Call 615-862-6038 with parcel/address. |
| Grading permit status | “I need status of a grading permit application.” | Call 615-862-4705 or 615-862-4588. |
Assistance, Protection and Deferred Due Date Programs
Deferred Due Date
- For qualified residential and not-for-profit commercial customers.
- Can extend payment date to the 8th day of the month after billing date or 15 days from bill date, whichever gives more days.
- Residential customers must receive qualifying benefits and use a primary residence.
- Account must be in good standing at application time.
Leak adjustment
- Call 615-862-4600 if concerned about plumbing leaks.
- After concealed-leak repairs, provide repair type and date.
- Include account number if emailing.
- Pay due amount if adjustment is not processed before due date.
Critical Care
- For medical needs dependent on water service.
- Metro cannot guarantee no disruption.
- Requires evidence that interruption would compromise medical patient service or water-dependent operating systems.
| Program | Who it helps | What to prepare |
|---|---|---|
| Seasonal sewer billing / sprinkler adjustment | Residential customers during April-November billing months. | No application for standard seasonal adjustment; it is automatic. |
| Water leak adjustment | Customers with concealed leak after repair. | Repair type, repair date, account number, proof if requested. |
| Deferred Due Date | Social Security, service pension, retirement benefits, or qualifying government monthly benefit recipients. | Proof of benefit, primary-residence confirmation, account in good standing. |
| Sewer Service Line Assistance | Private sewer service line issue not resolved after plumber work. | 2-foot section removed at appropriate location and completed release agreement. |
| Critical Care Customer | Customers whose medical/water-dependent needs could be harmed by service interruption. | Critical care letter, information sheet and medical alert form. |
| Food Safety Modernization Act database | Facilities/plants needing uninterrupted service for food processing. | Apply to be added so MWS can contact you about unplanned interruptions. |
Water Quality, Treatment Plants, PFAS and Lead Service Lines
Water system
MWS has two water treatment plants: K.R. Harrington and Omohundro. Metro reports about 109 million gallons of water delivered daily through over 3,000 miles of water main.
CCR reports
Annual water-quality reports confirm testing for public drinking water systems and are available through ccr.nashville.gov.
Lead hotlines
National Lead Information Center: 1-800-424-LEAD
EPA Safe Drinking Water Hotline: 800-426-4791
| User question | Official answer / action | Why it matters |
|---|---|---|
| Does Nashville water leave plants with lead? | MWS says Nashville’s water does not contain lead when it leaves drinking-water treatment plants. | Lead risk is usually from corrosion of pipes/plumbing materials containing lead. |
| How does MWS reduce lead risk? | MWS balances water chemistry and uses corrosion control; P.I.P.E. means Prevent, Inform, Protect, Eliminate. | Helps reduce leaching from pipes, solder and fixtures. |
| Where do I check service-line material? | Use the Water Service Line Pipe Material Inventory map. | Map shows public side and private side materials to best of MWS knowledge. |
| What if my address is unknown? | Take the service-line inventory survey to help document pipe material. | MWS continues inspections using metal analyzer and postcard notifications. |
| When did MWS stop installing lead pipe? | MWS says it stopped installing lead pipe in 1955. | Older homes may still have lead/galvanized or lead solder risk. |
| What are PFAS results? | MWS says analysis shows it meets new drinking-water PFAS standards and testing found no reportable levels in 2015, 2019, 2021 and 2023. | Use the official PFAS page for the current table and updates. |
| What PFAS improvements are planned? | MWS plans GAC Post Filter Adsorbers at both K.R. Harrington and Omohundro by 2033. | GAC is effective for a wide range of emerging contaminants, including PFAS. |
Map: Nashville Metro Water Services Customer Service Building
| Place | Address / phone | Use for |
|---|---|---|
| Customer Service Building | 1700 3rd Ave N, Nashville, TN 37208; 615-862-4600 | Billing, customer care, payment kiosk, account help, service requests. |
| Payment mailing address | P.O. Box 305225, Nashville, TN 37230-5225 | Mailing check payment with bill stub. |
| Development Services | 800 2nd Ave S, Nashville, TN 37210; 615-862-7225 | Permits, development review and water/sewer connection questions. |
| Administrative Offices | 1600 2nd Ave N, Nashville, TN 37208 | Administration and executive office. |
| System Services | 1450 Lebanon Pike, Nashville, TN 37210 | System/field-service-related operations. |
| Stormwater Quality / Maintenance | 1607 County Hospital Road, Nashville, TN 37218 | Stormwater quality, dumping, drainage and maintenance concerns. |
Nashville Water Utility FAQ
What is the Nashville Water Utility called?
The official utility is Metro Water Services, the water, sewer and stormwater department for Metro Nashville & Davidson County.
What is the Nashville Metro Water Services phone number?
Call 615-862-4600 for Customer Service. TTY is 615-862-4745.
What is the emergency number for Nashville water or sewer issues?
Call 615-862-4600 and choose option 3 for 24/7 emergency service, report a leak, overflowing sewer, broken water line, flooding or urgent water-quality issue.
How do I pay my Nashville water bill online?
Use Metro Water Services Guest Pay/QuickPay or log in to My Account. Guest Pay needs a valid MWS account number and does not require registration.
How do I create a Nashville Metro Water online account?
Register through the Metro Water online portal with username, password, email, account number, mailing ZIP code and last 4 digits of SSN or TIN.
What is the Metro Water Services card payment fee?
The online payment notice lists a 2.8% service fee for card payments with a $1.95 minimum. It also lists no fee for check/EFT and a $30 returned-payment fee.
Where is the Metro Water Services office?
The Customer Service Building is at 1700 3rd Ave N, Nashville, TN 37208.
Is the lobby open every day?
Customer care information lists the lobby open Tuesday and Thursday, 8 a.m.-4 p.m., with a self-serve kiosk available 24 hours. General customer service phone hours are Monday-Friday, 8 a.m.-5 p.m.
Where do I mail a Nashville water bill payment?
Mail payment to Metro Water Services, P.O. Box 305225, Nashville, TN 37230-5225.
When is a Nashville water bill late?
Payment must be posted within 20 days of the bill date to avoid the greater of a $2.50 or 5% late charge. Accounts overdue more than 20 days are subject to disconnection.
What are the 2026 residential water rates?
For 2026, the common 5/8-inch fixed charge is $6.12 for water and $9.78 for sewer. Residential water usage above the first 2 CCF is tiered: $4.20, $5.05 and $6.31 per CCF, while sewer usage is $7.02 per CCF.
What is 1 CCF on a water bill?
1 CCF equals 100 cubic feet, or 748 gallons. Metro Water uses CCF for volumetric billing.
Does Metro Water offer leak help?
Yes. Metro lists plumbing leak investigation, meter reread/verification, meter testing/exchanges, service-line flow testing and sewer main clog investigation among commonly needed services at no extra charge.
Does Nashville have a sprinkler credit?
Yes. Residential customers receive seasonal sewer billing/sprinkler adjustments automatically from April through November. The winter quarter average plus 30% is the maximum sewer charge during those billed months.
How do I check lead service-line material in Nashville?
Use Metro Water Services’ Water Service Line Pipe Material Inventory map. If your address shows unknown, complete the service-line inventory survey.
Is this the official Metro Water Services website?
No. This is an informational guide. Confirm live balance, disconnection status, rates, service orders, payment posting and advisories with official Metro Water Services sources.
30-Second Nashville Water Checklist
Pay: Guest Pay or My Account → account number → card fee/EFT choice → confirmation number.
Login: account number + mailing ZIP + last 4 SSN/TIN → register → use Smart Meter, e-bill, recurring payment and usage tools.
Call: 615-862-4600 for customer service; option 3 for emergency; option 4 for stormwater maintenance.
Past due: payment must post within 20 days → late charge greater of $2.50 or 5% → overdue accounts subject to disconnection.
High bill: check CCF × 748 gallons, meter access, toilet/faucet/outdoor leaks, sprinkler credit, and leak-adjustment proof.