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Water Resources

Show All Answers

1. What is a Lifeline Rate?

Lifeline Rate –  applicable to usage up to a specified level that is below the cost of service for the purpose of meeting the social goal of providing essential annual water requirements to qualified customers at a below-cost price. This rate is provided to single family residential customer only for up to 2,000 gallons of water per month.

2. How do I apply for service?

If you have never had water service with us before, the application is available here on our Online Forms section. You may also obtain an application at our drive-through or walk up window at 757 Queen City Parkway. All applicable fees and deposits must be paid prior to service connection. Be sure to include a copy of your business license (commercial accounts only) when submitting the completed application.

3. How do I transfer service?

You must currently have a water account with us in your name or previously had service with us in your name in the past to complete this form. A $20 turn on fee and $15 turn off fee will be applicable. All past due balances must be paid in full before the transfer can be done.

You may complete and submit the online Transfer Service form.

4. When will my water be turned on?

Water connection is offered as a same day service assuming that everything required by the Water Resources Department has been received by 3 pm, otherwise it is next day service.

5. Is there a connection/disconnection fee?

Yes. There is a $20 turn on fee which you will see on your first bill and a $15 turn off fee which will be on your final bill.

6. Do I have to pay a deposit?

Residential Accounts Only: A deposit is required before service is connected. It may be waived if the applicant has a good payment history with us (2 or fewer late payments within a 12 month period) or has an Equifax score 700 or above. Other accounts must pay a deposit based on the size of the meter.

7. Can I get my deposit back?

If you have an active account, after 24 complete months of good payment history (no more than 2 penalties in a 24 month period,) a customer’s deposit will automatically be applied to their current water account.

When an account is closed, if the customer does not have an active water account or have any monies due then the remaining deposit amount will be refunded back to the customer. If there is a current water account or monies due the deposit will be applied there first.

8. What are the current water and sewer rates?

View the 2023 Rates and Fees (PDF) for these current rates.

9. How do I close my account?

You can close your account in one of the following ways:

• Complete and submit the online Turn Off Request form
• Call customer service at 770-535-6878 and verify your account’s 4 digit security code

10. When can the water be turned off?

Water disconnection is a next-day service and is available Monday through Thursday. We do not disconnect service on Fridays, holidays, or the day before a city observed holiday.

11. How many days do I have to pay my bill before I receive a late fee?

Your bill is due 20 days from the date of the bill. If payment is not received by the due date a late fee of 10% of the total bill will be added to the account.

12. Can my billing cycle be changed to coincide with the day I get paid?

Unfortunately, this is not an option. Each account is assigned a billing cycle based upon location and is billed by cycle.

13. What is the Account Service Fee on my bill?

The account service fee is a charge added to each account monthly to cover the cost of servicing an account, including reading the meter, performing meter maintenance and billing/crediting the account.

14. What forms of payments do you accept?

• Cash, check, money order and Visa/MasterCard/Discover are accepted in person
• Visa, MasterCard, and Discover are accepted over the phone at 770-535-6878
• Visa, MasterCard, Discover, and check are accepted through our website

15. Is there a fee for making my payment by credit card?

There is no fee for paying with a credit card.

16. Can I make an online payment?

Yes. Visit our Payments and Water Bill website and sign up. This will enable you to: view your payment and usage history; make payments on your water account; and set your account up on recurring payments using your checking account or credit card.

17. Can I view my account online?

Yes. Visit our Payments and Water Bill website and view Pay My Bill. Once you have set up an account, you can view your account history and make payments.

18. Can I have a copy of my account history?

Yes, if you can verify the 4-digit security code on your account or the last 4 digits of your social security number.

19. Where do I send my payment?

Bills can be mailed to:
P.O. Box 779
Gainesville, GA 30503

20. Who do I make the check payable to?

Make checks payable to the City of Gainesville.

21. My payment is past due. Can I leave it in the drop box?

Payment of past due amounts must be received by the date indicated on your utility bill to avoid disconnection.

22. What are your office hours?

Drive-through, walk up window and customer service hours are Monday - Friday 8 am to 5 pm.

23. If my service is disconnected for nonpayment, why do I have to pay an extra deposit if I already have one?

Each time an account is disconnected for nonpayment, an extra deposit is required until the deposit total has reached the maximum amount, depending on the meter size. The deposit is used to cover any balance left on a customer’s account and is set by our Code of Ordinances.

24. What is a CCF?

A CCF stands for one hundred cubic feet.

25. How many gallons are in a CCF?

A CCF = 100 cubic foot and 1CCF = 748 gallons.

26. How can I locate my meter?

The water meter is typically located in the front yard of the property, near the street. There may be a blue mark/arrow painted on the pavement near the meter. Please call customer service at 770-535-6878 with questions and/or concerns regarding your meter. Do not attempt to resolve a meter issue on your own as it may cause damage to the device. Only authorized City of Gainesville personnel are permitted to enter the meter box (Gainesville Municipal Code Section 3-5-16).

27. Why is my bill high?

There are many causes of a high(er) water bill. There may be more days included in the billing period than in previous months; consumption may have increased due to outdoor watering or an increase in the home’s number of occupants; or there may be a leak.

28. How can I alter/change the name on my account?

If you need to change the last name on an account due to marriage or divorce, you must submit a copy of marriage certificate or divorce decree and a photo ID. An application may be required so please call our office at 770-535-6878 for your particular situation.

29. Do you offer landlord agreements?

Yes. The landlord agreement prevents service interruption. Water service will automatically roll into the landlord’s name when a tenant requests that their service be disconnected. If a tenant is scheduled for cutoff for nonpayment once that occurs, the account will also go back into the Landlords name. 

30. Who do I contact if I want to purchase a new water meter?

To purchase a new water meter, please email [email protected]

31. Who do I contact for information on backflows?

For information on backflows, please call Backflow Prevention/Inspection at 770-297-5443.

32. What are the current outdoor watering restrictions?

Visit the Environmental Protection Division website for outdoor watering restrictions.

33. Who do I contact if I have questions about the Oakwood Debt Service on my water bill?

For questions regarding anything other than billing questions, please call the City of Oakwood at 770-534-2365.

34. Who do I contact if I have questions about the Braselton Rates on my water bill?

These charges are based on 100% of monthly water meter readings. For questions regarding anything other than billing questions, please call The Town of Braselton at 706-654-3915.

35. Who do I contact if I have questions about the Flowery Branch Sewer Rates on my water bill?

These charges are based on 100% of monthly water meter readings. For questions regarding anything other than billing questions please call The City of Flowery Branch at 770-967-6371.

36. Who do I contact if I have questions about the Hall County Sewer Rates on my water bill?

Residential sewer charges are based on 93% of monthly water meter readings. No sewer will be billed for anything above 8,000 gallons. Commercial, industrial and multi-family sewer charges are based on 100% of monthly water meter readings. For questions regarding anything other than billing questions, please call Hall County at 770-531-6800.

37. Does Gainesville have the same problems with lead as Flint Michigan?

No, see additional information (PDF).

38. What is conservation pricing?

Conservation pricing is used to encourage water conservation to help sustain an adequate water supply for future generations. Gainesville uses a conservation rate structure that residential customers are billed according to four tiers. The four tiers are defined as follows: 

• Lifeline 0-2,000 gallons
• 1          2,001 - 5,000 gallons
• 2          5,001 - 8,000 gallons
• 3          >8,000 gallons  

Also under tiered rate structure, commercial and multifamily class customers are billed based on a percentage of winter average usage (winter average usually runs from November to April but varies by billing cycle). Commercial and multifamily class customer tiers include: 

• Tier 1 = Less than 125% of winter average, 
• Tier 2 =  Greater than 125% to 180% of winter average 
• Tier 3 = Greater than 180% of winter average

General industry customers are billed at the lowest rate for all consumption under this new structure. As of January 2010, irrigation meters are being billed at Block 3 for all consumption in compliance with the MNGWPD’s Water Supply and Water Conservation Plan.

39. How can I plan ahead for the cost of my monthly residential water/wastewater bill?

The City of Gainesville offers residential customers a water and wastewater bill estimator calculator, available here. Wastewater rates are not applicable for Hall County, Braselton, Flowery Branch or Oakwood customers.

40. Can you explain the proper way to read a water bill?

Need help making sense of your water/wastewater bill? This page can help explain each part of your monthly statement.