Relief research · dataset 2026.08
Leak adjustment and assistance information for Memphis Light, Gas and Water Division (MLGW)
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.
Stop active water loss
Use the provider’s emergency route for public-side issues and a qualified repair route for private plumbing.
Preserve the evidence
Keep dated readings, photographs, parts receipts, contractor invoices, and proof that usage returned to normal.
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
- Call MLGW's 24-hour Emergency Hotline at 901-528-4465 for burst water pipes, water emergencies, gas leaks, downed lines, or dangerous conditions. MLGW's service/repair materials also identify 901-924-3311 for immediate water-main breaks, leaks, hydrant damage, water theft, and emergency turn-off requests; customers should use the general emergency line if the water-specific number does not connect. Residential billing, start/stop/transfer, and payment questions go to 901-544-6549, while electric outages use 901-544-6500.
- Leak-adjustment policy
- Residential customers may request one water-leak and sewer adjustment in a 12-month period. MLGW applies the approved relief as an account credit and calculates it from 50% of the highest excess usage over the preceding 12-month billing period, while considering the actual sewer-use impact. The customer should compare the physical meter with the bill, report the unusual usage to MLGW, identify and repair the leaking fixture, service line, or broken pipe, and provide supporting facts or repair documentation if requested. Master-meter residential properties have additional conditions: the meter must have been estimated because of an MLGW issue rather than customer inaccessibility, there must be visible-flow evidence or corroborating CCF data, and the leak must be repaired within 14 days after the unusual consumption is discovered. MLGW's account-dispute process relies on supporting documentation and keeps service connected during a formal dispute hearing. Customers should also request a separate sewer review from the City because sewer is not provided or priced by MLGW.
- Utility assistance program
- MLGW lists On Track, Plus-1/MIFA assistance, Gift of Comfort, payment arrangements, deferred payment plans, budget billing, PowerPay, the Holiday Bill Break, and a senior/disabled Winter Moratorium. On Track provides an advisor, budgeting and energy education, social-service referrals, and deferred billing arrangements that can run up to three years; the program page does not promise a universal fixed water credit. MLGW's utility-assistance page says eligible Memphis residents with a current cutoff notice may qualify for up to a $700 City of Memphis credit, but it currently states that funds are not available. The page also points to the Shelby County Community Services Agency, 2-1-1, United Way of the Mid-South, and local referrals. Qualified household heads age 60 or older or receiving Social Security disability benefits can avoid the winter cutoff from December 1 through March 1 if they apply by November 30, keep the past-due balance at or below $199.99, and agree to a payoff plan.
- State and federal aid connection
- MLGW's current assistance page integrates with Shelby County Community Services Agency for LIHEAP. Regular LIHEAP assistance is for Shelby County households at or below 150% of the Federal Poverty Guidelines with an active account and is applied once per program year from October 1 through September 30; crisis assistance may require a cutoff notice plus a household member age 60 or older, age five or younger, disability, or an uncontrollable circumstance. Applications and supporting documents are handled through the CSA at 1188 Minna Place, Memphis, TN 38104, 901-222-4200, generally Monday-Thursday 8:00 a.m.-4:15 p.m. and Friday 8:00 a.m.-12:15 p.m. The reviewed 2026 MLGW material does not advertise a separate active federal LIHWAP water grant; customers should ask CSA, 2-1-1, or MLGW whether any current state/federal award can be applied to the water/sewer portion before the cutoff date. MLGW also accepts documented outside-agency promises as part of qualifying payment arrangements where policy permits.
Directory comparison
Public-information visibility
| Measure | This provider | Tennessee | National index |
|---|---|---|---|
| Leak policy identified | Yes | 32% | 35% |
| Utility assistance identified | Yes | 22% | 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
- Memphis Light, Gas and Water Division (MLGW) 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.