Account Information & Billing FAQs

How do I read my bill?

Click here for a complete guide on how to read your monthly water and/or wastewater bill.

Where can I pay my bill?

There are many ways you can pay your bill: online, in person at our main office in White House or at City Hall in Orlinda, or at one of our drop box locations (New Shackle Island and Drakes Creek Road or WHUD main office). Click here for a full list of options and exact locations.

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.

Does WHUD offer leak adjustments?

Yes. 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.

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.

Does WHUD offer auto draft?

Yes. WHUD offers auto-draft to all customers. Visit Customer Connect and log in to your account, or register your account if you haven’t done so already. There you’ll get 24/7 access to your account, including bill copies, monthly usage data and billing history. You’ll also be able to sign up for e-billing and auto draft, update your contact information and more.

How do I sign up for e-billing?

Sign up for e-billing by calling our office Monday – Friday, 8 am – 4pm, or by logging in to Customer Connect, our online customer portal. There you’ll also gain 24/7 access to your account, including bill copies, monthly usage data and billing history. You’ll also be able to sign up for e-billing and auto draft, update your contact information and more.

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.

How do I update my account information?

The easiest way to update your account information is through Customer Connect, our online customer portal. You can also submit changes through the Update Your Account form on our website, or by contacting our Customer Care team Monday – Friday, 8am – 4pm. NOTE: We now provide text message alerts for bill reminders, abnormal water usage, and more. You can opt in through the Update Your Account form linked above.

How do I know what size my meter is?

A question we hear from homeowners from time to time is “what size is my meter?” Almost all of our residential meters (those installed in single family residences) are 5/8-inch by ¾-inch. Residential irrigation meters are generally 1-inch in size. However, if you’re curious to know what size your meter is, you can do a couple of things:

  1. Check your meter. Many meters have the size engraved or printed on the face or body.
  2. Call us. If you don’t see the size displayed on your meter, call our Customer Care Team at 615-672-4110, or contact us here.  This information is kept on file for all customers and can be easily accessed.
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