FAQs

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 crescent or tee wrench (also called cut-off key). This wrench can be purchased at any hardware/home improvement store.
  5. Attach the 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 wrench to the shut off valve and SLOWLY turn the valve counter clockwise.

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.

How do I check for a leak?

How to Check for Leaks by WHUD on YouTube

  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.

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 3months 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.

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:

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.

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.

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.

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 water leak
  • 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

Steps you can take to troubleshoot the cause include:

  • First, check our Outage Map to see if there is a leak in your area. We work very hard to minimize service interruptions, but nearby outages can cause no or low pressure.
  • If there isn’t an outage in your area, go to your meter and check for a leak (visit our Water Leaks page for a step-by-step guide on how to read your meter to check for a leak)
  • If your meter indicates that you do not have a leak, and there isn’t an outage in your area, check your pressure reducing valve (PRV) to see if there is a manufacturing date. PRVs typically only last 4-5 years. If yours is older than that, it may need to be replaced. If your current PRV has been in place for less than four years, it may simply need to be adjusted.

If you aren’t sure if you have a PRV, they are typically located in one of three places:

  • directly behind your meter box,
  • on the line coming into your garage near the hot water heater, or
  • on a line coming into your home under your house.

PRVs are typically brass, shaped like a bell and about the size of a softball. They may be installed on their side or upside down.

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.

Can water outages in the area cause damage to my home's plumbing?

Typically, WHUD water main leaks in the area surrounding your home will not impact your home’s service line or the quality of your water, though they may cause a temporary interruption in service while crews repair the leak. After the leak has been repaired, our crews will flush the line to eliminate any air or debris that may have entered the line during the repair. This is done prior to restoring service to nearby customers. Occasionally, after a line has been repaired in your area, air pockets can occur, causing cloudy, milky or discolored water; sputtering in your lines; or a build up of pressure in the line. To prevent any damage to your home, we recommend turning your cold water on slowly to release any air that has built up in your lines and flushing your internal plumbing using the following steps:

  • Turn on the cold water in a bathtub. It’s important to use the bathtub as the larger faucets are better equipped to handle any sputtering of water/air. It’s also important to use cold water to prevent air from entering your hot water heater.
  • If your home has a second or third story bathroom, you will also need to run that bathtub faucet, as air will go to the highest point.
  • Let it run at about half force for 15-30 minutes (for longer service lines, the distance from your meter to your house, more time may be needed). This will rid your lines of any air or debris.
  • Make sure the flow is continuous. Running water sporadically will not sufficiently clear the line.

If the cloudiness or sputtering does not clear up after you have flushed your lines, please report it to our office at 615-672-4110 so we can send a crew to re-flush WHUD’s main line . Once our crews have flushed the line, we recommend re-flushing your home lines, too. If this does not resolve the problem, we will send someone out to inspect.

For additional information and other common questions on how we maintain the quality of our water, click here.

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 cold water bathtub faucet and let it run for a few minutes. If the noise subsides, it was likely due to air in the line. If it continues, here are three 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.

How much water do toilets, dishwashers, washing machines, etc. use?

Visit our Community Education section for helpful water savings information.

If you have questions about water quality, visit our Water Quality page.