Leak relief and household assistance

A high water bill may have a path to review

Hidden plumbing failures can produce an alarming bill before the problem is visible. This guide separates what City of Atlanta Department of Watershed Management (DWM) publicly describes from the practical steps every customer can take while requesting help.

Provider-specific review

What the public record says about a leak adjustment

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.

Stop the loss

Shut off the failing fixture or supply and arrange a qualified repair.

Keep proof

Save dated invoices, parts receipts, photographs, and meter readings.

Request review

Submit the request promptly and keep paying any undisputed amount.

Utility assistance

Customer assistance and eligibility

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 connections

Where to ask for broader aid

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.

Research status for this provider

4 of 4 relief signals publicly identified

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Emergency route

Published detail

Leak policy

Published detail

Utility aid

Published detail

State/federal aid

Published detail

Leak and assistance notes

Build the file before asking City of Atlanta Department of Watershed Management (DWM) for relief

A high bill can have several causes, including a hidden plumbing failure, irrigation use, a meter issue, a change in occupancy, or a rate adjustment. The provider’s leak policy determines whether any credit is available; an unusually high bill does not automatically qualify.

Keep a dated record of the reading, the suspected source, the repair, the contractor or parts receipt, and the return to normal use. Ask whether the utility requires a specific form, a licensed repair, a meter test, photos, or a request within a fixed number of days.

For income-related difficulty, ask about local assistance, payment arrangements, state programs, and community referrals separately from a leak adjustment. These programs often use different applications, documents, funding limits, and deadlines.

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