Relief research · dataset 2026.08
Leak adjustment and assistance information for Metro Water Services (MWS), Metropolitan Government of Nashville and Davidson County
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 Metro Water Services at 615-862-4600 and select option 3 for 24/7 emergency service or leak reporting. Use it for an overflowing sewer, leak in a street or meter box, broken water line in a street or yard, urgent water-quality or construction concern, flooding, or emergency drainage issue. MWS also lists MWSSSDDispatchers@nashville.gov for emergency requests. The outage map should be checked first for a suspected main break, but a break or interruption not shown on the map should still be reported to the same 24/7 line.
- Leak-adjustment policy
- MWS's standard terms say customers are responsible for plumbing on their property and that no leak adjustment is available except as authorized by the Metropolitan Code and MWS policy. For a concealed leak, first call 615-862-4600 so a field representative can help determine whether a leak exists. After the leak is repaired, provide the repair type and date by email or phone and include the account number. The Code requires an affidavit on an MWS-approved form stating that the leak was concealed, could not reasonably have been detected through ordinary care, caused the billed consumption, and has been repaired. If approved, MWS credits 50% of the excess water above the previous year's average monthly bill, or reimburses the equivalent after payment; a single-family adjusted bill cannot exceed twice the average monthly bill. The customer should pay a bill that is due before the adjustment is posted to avoid gross-bill penalties. Separately, seasonal sprinkler adjustments can reduce sewer charges for April-November outdoor use, and MWS billing-review controls flag abnormal increases for staff investigation.
- Utility assistance program
- MWS offers the Deferred Due Date Program to qualified residential and not-for-profit commercial customers, allowing payment on the eighth day of the following month or 15 days after the billing date, whichever gives more time. Customers may also request payment extensions through Customer Care. The public MWS assistance page does not advertise a standing senior discount, disability percentage, or universal monthly water-credit cap. Metro Action provides income-tested water-payment assistance and a senior program that can include water assistance; funding and award amounts depend on the household, documentation, and available program dollars. Customers in crisis should contact MWS before a cutoff and Metro Action at 615-862-8860, rather than assuming a general MWS credit will be applied.
- State and federal aid connection
- The Metropolitan Action Commission administers income-eligible assistance for Davidson County. Its current application pages route electricity, gas, propane, or wood-only LIHEAP requests through the state Smart Simple portal, while water payments, deposits, rent, mortgage, and related assistance use the THO Application Portal. Metro Action's published program history identifies LIHWAP as the federal water and wastewater assistance source when funded; current applicants should verify availability and award rules because annual appropriations and portals change. The agency's water-assistance contact is 615-862-8860, Metro.Action@nashville.gov, and 1281 Murfreesboro Pike, Nashville, TN 37217, with customer-care hours generally Monday-Friday 8:00 a.m.-4:30 p.m. Applicants should submit the MWS bill, account information, identification, household income and hardship documents, and ask MWS to note any agency pledge before the shutoff date.
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
- Metro Water Services (MWS), Metropolitan Government of Nashville and Davidson County 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.