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Relief research · dataset 2026.08
Leak adjustment and assistance information for City of Atlanta Department of Watershed Management (DWM)
A high bill does not automatically qualify for a credit. This page states only the provider-specific emergency, leak, or assistance details identified in public material.
1
Stop active water loss
Use the provider’s emergency route for public-side issues and a qualified repair route for private plumbing.
2
Preserve the evidence
Keep dated readings, photographs, parts receipts, contractor invoices, and proof that usage returned to normal.
3
Ask for the exact policy
Confirm the form, filing deadline, eligible repairs, calculation method, and payment expectation during review.
Provider-specific findings
Relief research for this provider
The notes below may document a route, rule, or explicit public-information limit. General preparation steps are not represented as utility policy.
- Emergency reporting route
- 311 inside Atlanta or 404-546-0311 outside the city for water/wastewater emergencies, main breaks, sewer spills, pressure problems, and large public leaks. DWM's payment portal separately lists 404-435-6340 for emergencies after hours, on holidays, or weekends.
- Leak-adjustment policy
- Atlanta City Code Chapter 154 defines the excess bill as usage above the account's normal six-month average and allows DWM to adjust qualifying meter leaks, underground leaks, identified leaks, vandalism, certain medically documented toilet leaks, billing errors, fees, and department errors. For meter leaks and underground leaks, the allowance is 100% of the excess water and sewer bill; underground-leak credits are limited to two billing periods. For identified leaks other than meter/underground leaks, the water allowance is 50% of excess and the sewer allowance is 100%, reduced to 50% when the leaked water entered the sewer; that category is limited to one billing period. Vandalism is 50% of excess water and 100% of sewer and is limited to two billing periods. Ordinary toilet or faucet leaks receive no standard credit, except a qualifying deaf-customer toilet leak may receive 100% of excess for up to two periods. A written Adjustment Request must be submitted within 12 months of the bill's payment-due date with proof that the leak existed and was repaired, such as paid invoices, parts receipts, reports, photos, or a police report; an unpaid invoice is not accepted. After acknowledgement, the customer must pay DWM's temporary payment amount within 20 days or the request is not processed, and undisputed charges remain due. Water adjustments above $5,000 require City Council approval; a written decision can be appealed within 14 days under the current ATL311 appeals guidance.
- Utility assistance program
- DWM's Care & Conserve program provides bill-payment assistance, plumbing repairs, water-efficiency devices, and conservation counseling for low- to moderate-income customers. Current eligibility guidance requires the customer to live at the property, have legal active service, meet income and residential qualifications, complete six billing cycles, and have at least $300 past due; renters must provide landlord information, and payment history or a payment arrangement can affect approval. The program publishes no universal dollar cap, but its plumbing-repair program serves approximately 185 low-income households annually through nonprofit grants and may replace high-flow fixtures or repair leaks at no cost. Atlanta also operates a senior-citizen discount program; the current public landing pages reference the program but do not state one universal credit amount. The July 2026 PromisePay program offers eligible residential and commercial customers interest-free two-to-twelve-month plans, no late fees on plan installments, and payment-date or short-extension options.
- State and federal aid connection
- Atlanta's local Care & Conserve program is funded by customer contributions, corporate donations, grants, and City funds, with applications available online or by calling 404-546-3620; plumbing assistance is administered through nonprofit partner Nehemiah Project CDC at (770)742-0706. In July 2026 DWM launched PromisePay, whose partner states that eligibility and relief workflows can coordinate with SNAP, LIHEAP, WIC, Medicaid, and energy-affordability programs; eligible customers can enroll online through the Atlanta PromisePay site and may receive official text invitations. The current DWM pages reviewed do not publish a dedicated Georgia LIHWAP water-benefit URL or a guaranteed direct federal water-assistance pass-through, so customers should use 311/404-546-0311 and ask DWM or the partner agency how current state or federal funds can be applied.
Directory comparison
Public-information visibility
| Measure | This provider | Georgia | National index |
|---|---|---|---|
| Leak policy identified | Yes | 31% | 35% |
| Utility assistance identified | Yes | 27% | 31% |
| Relief fields documented | 4 of 4 | — | — |
Coverage does not measure generosity, eligibility, available funding, or service quality.
Read the nationwide analysis →Research record
Broad public detail found
4 of 4 fields in this section contain provider-specific public detail in dataset August 1, 2026.
Documented
100%
Primary verification routes
- City of Atlanta Department of Watershed Management (DWM) public website ↗
Provider-controlled destination used to confirm current customer instructions.
- EPA Safe Drinking Water Information System ↗
Federal background on public water-system records and their limitations.