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1. How do I shut my water off in my house in case of an emergency?
Watch this short video that demonstrates how to turn your water off at the meter or follow these simple
steps:
1. Locate your meter, which is typically in your front yard on the corner near the street.
2. Remove the protective cover from your meter box. Remember to replace this cover when you are
finished.
3. Locate the shut-off valve, which is located on the street side of the meter.
4. You will need a tee wrench (also called cut-off key). This wrench can be purchased at any
hardware/home improvement store.
5. Attach the tee wrench to the shut-off valve and slowly turn the valve clockwise a quarter of a turn.
This will stop the water flowing into your home.
6. Confirm that you have indeed closed the valve and stopped the water flow by going inside and turning
on a faucet.
7. To re-activate your service, attach the tee wrench to the shut off valve and SLOWLY turn the valve
counter clockwise. 2. Why is my bill higher than normal?
There are many factors that can affect your water use such as time of year, house guests, etc. However,
water leaks can often be a culprit with even the smallest of leaks using hundreds of gallons of water. It’s
important to check for leaks often and fix them immediately. 3. How do I check for a leak?
1. Turn off all faucets inside and outside. Make sure that your dishwasher, washing machine,
toilets, etc. are not running.
2. Record your meter reading on the water meter located outside your home
(usually on a front corner of your property). While recording your reading, you can also check the
dial located in the middle of your meter that resembles a pinwheel. If you see that your
pinwheel dial is moving, you can assume you have a leak. If the pinwheel dial is
not moving, proceed to Step 3.
3. Wait 2 to 6 hours using absolutely no water. (Remember not to flush any toilets during
this time.)
4. Record your meter reading again and compare the two readings.
5. If the reading has increased, you may have a leak, and you may want to contact a licensed
plumber or repair the leak yourself.
6. If the reading is the same, you do not have a leak.
How to read your meter 4. What is your leak adjustment policy?
To qualify for a leak adjustment, your water usage must be double the amount you normally use. To
determine your adjusted amount, we subtract 50% of the excessive usage (the amount above the
average bill). We also adjust any penalties related to the leak bill. We will adjust for a maximum of 3
months usage. You will be responsible for completing a Leak Adjustment Form and providing
documentation that the leak has been repaired. This documentation may include a copy of your
plumber’s invoice or a receipt from the purchase of leak repair supplies. 5. How much water is lost during a leak?
Even pin-hole sized leaks can cause a significant amount of water loss. At 40 pounds of pressure, you
may lose the following amount of water each day:  6. Why do I have a previous balance on my bill?
You may have overlooked your previous month’s bill, not paid the full amount (including penalty), or
your payment may not have reached us in time to be reflected on your new statement. Call our office
or visit “My Account” online for more information. 7. I can’t register my account online. It says my account “doesn’t exist.”
You must enter your address exactly as it is shown on your bill under “Service Address.” Your “Mailing
Address” may be different from your “Service Address.” You will find your “Service Address” in the top
right corner of your bill. This “Service Address” must be entered in all caps with a lot number if one is
present. 8. I suddenly have too much pressure at my home. What should I do?
Most of the time when there is a sudden increase in pressure, it is because your pressure reducing
regulator is in need of repair or replacement. Most homes have some type of pressure regulating
device that adjusts the amount of water pressure placed on your pipes. If you are experiencing this
type of event, a licensed plumber will be able to assist you in correcting the problem. 9. I have low water pressure at my home. What should I do?
The State of Tennessee requires that public water systems supply a minimum water pressure of 20 psi
as measured at the customer’s meter. If you believe your water pressure is less than 20 psi, some
possible causes could be:
• a leak; refer to Question 2
• the length, size, material and/or age of the service line piping that runs from the water meter to
your home or business
• an older galvanized iron service line that is corroded and clogged
• clogged water filters and faucets, home filtration systems, pumping systems, and/or faulty or
inappropriately adjusted pressure regulating devices
A licensed plumber can help you investigate any of these problems that may exist between your water
meter and your home or business. If you have investigated these potential causes of pressure loss and
would like a technician to check the water pressure at your water meter, please contact our Customer
Service Department at 615-672-4110. 10. My pipes are rattling and banging. What should I do?
Water can exert a natural force on pipes when it changes directions in fittings and/or bends, or it is
suddenly stopped or started. This is commonly called “water hammer.” Sometimes a water outage in
your area can cause this, as line repairs can produce air pockets. To see if this is the case, turn on an
outside faucet or bathtub faucet and let it run for a few minutes. If the noise continues, here are common causes:
• Commode fill valve is malfunctioning
• Pressure balance valve in tub and/or shower is malfunctioning
• Pressure reducing valve needs to be replaced Call a licensed plumber in your area to determine what needs to be done. 11. How much water do toilets, dishwashers, washing machines, etc. use? Visit this helpful website for answers to these questions and more conservation tips:
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