▼

Alta Vista Cemetery

Show All Answers

1. Why choose Alta Vista Cemetery?

Alta Vista is a perpetual-care cemetery. It has been in continuous operation for over 140 years. The cemetery is well laid out with all gravesites being relatively close to a paved street, making them easily accessible. Alta Vista Cemetery is filled with historical, interesting graves and monuments. The cemetery allows above-ground monuments on lots of two or more spaces.

2. Is Alta Vista Cemetery full?

Alta Vista Cemetery recently completed an expansion that should provide spaces for the next 20 years. The cemetery still has land that hasn’t been developed, but can be converted into burial spaces as needed.

3. How big is Alta Vista Cemetery?

Alta Vista Cemetery consists of about 75 developed acres. It includes the original cemetery, one private cemetery (the old Woodlawn Cemetery) and at least one family cemetery.

4. Who are some of the famous people buried in Alta Vista?

There are numerous graves and memorial markers of veterans of Revolutionary War and over 100 graves of Civil War veterans. The most famous and most visited grave is that of Lt. Gen. James Longstreet. Among the other famous buried in the Alta Vista Cemetery are: 

• An astronaut
• A circus performer
• Former mayors, fire chiefs, sheriffs and police chiefs
• The son of a former Georgia governor
• A rocket scientist
• Two former Georgia governors

There are also two men for whom two Georgia counties were named interred in Alta Vista Cemetery.

5. What types of burial spaces are available and at what costs?

In-ground burial spaces range from $1,200-$1,500. Mausoleum crypt and niche spaces range from $3,910-$12,420 and $700-$1,450, respectively. Columbarium niches are also available. Additional fees may apply.

6. Why a mausoleum?

Alta Vista Cemetery’s new mausoleum offers citizens a full range of burial options. In some cases, it costs less to be interred in the mausoleum than in a ground space. Mausoleum or niche spaces are also the typical burial choice for some people who have moved to Gainesville from other parts of the United States or other countries.

7. Where is Alta Vista Cemetery?

The Alta Vista Cemetery office is located at 521 Jones St. You can enter the cemetery off Jesse Jewell Parkway during daylight hours.

▼

Downtown Get-Around

Show All Answers

1. What are the hours of operation?

The service will be available from 10 a.m.-9 p.m. Monday-Saturday, rain or shine.

2. What is the route? Where are the stops?

There is no fixed route. Downtown Get-Around drivers will continuously loop the square and downtown area in search of passengers, who may hail the Get-Around or wait to be picked up at the Main Street Parking Deck, Hall County Parking Facility or marked 5-minute loading areas, for example.

3. Where can the service take me?

The Downtown Get-Around will only service the historic downtown square. The cart will not cross or use Jesse Jewell Parkway, E. E. Butler Parkway, West Academy Street or Academy Street.

4. What are the rules?

• Keep hands and feet inside the vehicle at all times
• Sit at all times
• Wait until the vehicle comes to a complete stop before exiting. Exit on the sidewalk side of the vehicle
• No tips allowed
• Max of 8 people (2 per seat)
• No open containers

▼

Elections

Show All Answers

1. Where can I find my voting precinct information?

• My Voter Page (MVP)
• Contact the Hall County Registrar’s Office at 770-531-6945 (business hours 8 am to 5 pm)
• Voter Registration Card

2. What are the Gainesville municipal election precincts?

▪ Gainesville I - First Baptist Gainesville, 751 Green Street

▪ Gainesville II - Fair Street Neighborhood Center, 715 Fair Street

▪ Gainesville III - Brenau Center-Downtown, 301 Main Street

3. Where can I register to vote?

• Secretary of State Elections Division
• Department of Driver Services (DDS)
• Georgia (GA) Votes (mobile app)
• Hall County Registrar’s Office
  2285 Browns Bridge Road
  Gainesville, GA 30501
• Office of the Secretary of State | How to Register to Vote webpage
• Public library

Voter Registration Forms are available in the City Clerk’s Office. They are also available at Council Meetings and Work Sessions.

▼

Fire Department

Show All Answers

1. How do I get a copy of an incident report?

More information on obtaining public records can be found on the Open Records Request page.

2. How do I get a burn permit?

• If you live inside the city limits of Gainesville, call 770-534-3612.
• You will be asked to provide your name, address, phone number, and a description of the items you plan to burn.
• A representative will then visit your location to issue the permit.
• Citizens are permitted to burn grass, leaves, and brush (lawn clippings and small tree limbs).
• Burn permits are issued on a daily basis from October 1st through April 30.
• There should be an available water source, someone in attendance at all times, and all fires must be out by dark.
• Pit burns for construction sites require additional measures.
• If you live outside the city limits, call Hall County Fire Department, 770-536-2442.

3. Can I come to the fire station to have my blood pressure checked?

Personnel at any fire station in Gainesville can check your blood pressure free of charge if they are not on another emergency call. Feel free to stop by your neighborhood fire station and let us check it for you.

4. How can I become a Gainesville firefighter?

Contact the City of Gainesville Human Resources Department 770-535-6887 or visit our job page. They can advise if applications are being accepted for the position of Firefighter. Applicants must successfully pass a written exam, physical agility test, and participate in a formal interview process. Candidates must then pass a background check, drug screen, and employment physical.

5. Where can I get a child safety seats inspection done?

The Gainesville Fire Department does not offer this service at this time. Please contact Gainesville Police Department at 770-534-5252. They are scheduling appointments each Tuesday from 9:30 a.m. to 11 a.m. 

Safe Kids can also check car seats Monday through Friday from 8:30 a.m. to 5 p.m. by appointment at 770-219-8095.

6. Will Gainesville Fire Department fill my swimming pool?

No, residents may fill their own pools by contacting the City of Gainesville Public Utilities Department, 770-535-6881, to rent a water meter and fill the pool using a hydrant. Hoses may be rented through local equipment rental vendors. Another suggestion would be to contact a pool company and ask if they have a list of vendors who might be able to provide this service for you.

7. When an emergency vehicle is approaching with emergency lights and sirens, what should I do?

By law, you are required to pull to the right and stop. This allows the fire apparatus to continue response safely and quickly.

8. Why do so many fire apparatus respond to simple incidents?

Units are dispatched according to information received by Dispatch. Many times the type of situation found upon arrival is very different from the situation dispatched. Part of responding to an emergency situation means being prepared to deal with the worst-case scenario. Discovering that we need more units upon arrival is often too late. Experience has taught us that it’s better to have too much help than not enough.

9. Why do fire trucks with full lights and sirens go through red lights at intersections and then, after they go through, they turn off their lights and slow down?

Sometimes several units are dispatched to the same incident. When the first unit arrives on the scene, they may assess the situation and inform the dispatcher they can handle the emergency. All other responding units are then canceled and put back into service, ready to take another call.

10. Why do firefighters cut holes in the roof of a building on fire?

This is called "ventilation." There are two basic reasons for ventilating the roof. Dangerous gases and dark smoke accumulate in a burning building making it impossible for firefighters to see. When a hole is made in the roof, smoke and gases escape because heat and smoke rise, this makes it much easier for the firefighters in the building to see. It also reduces the possibilities of backdraft (an explosion of heated gases) and flashover (a quick transition to a fully developed fire).

Another reason is to see how far the fire has progressed. One of the fastest avenues through which fires spread is the attic. Heat and smoke rise into the attic where fire can move quickly. Firefighters may go ahead of the fire on a roof, cut holes to access the attic, and stop the fire from spreading.

11. Why do I see firefighters breaking windows when a building is on fire?

Dangerous superheated gases need to be ventilated to allow firefighters to safely and quickly rescue trapped occupants and extinguish the fire. By venting the window of a room that’s on fire actually helps to contain the fire to the room of origin. Otherwise heated gases spread throughout the inside of a structure. Breaking a window really prevents more damage than it appears to cause.

12. Why do fire trucks respond to motor vehicle accidents?

Automobile accidents present other hazards such as potential fire, ruptured fuel tanks, and/or the presence of hazardous materials. If any occupants are trapped, they will begin the extrication (removal) process. Since most of our firefighters are also trained Emergency Medical Technicians (EMTs), they can begin assessing an injured party’s condition and assist in providing treatment prior to the arrival of ambulance personnel.

13. Why do fire trucks respond to emergency medical calls?

Our firefighters are also trained as Emergency Medical Technicians (EMTs). With our stations in close proximity, we can often arrive prior to the ambulance and begin life-saving techniques.

14. What about Fire Extinguisher Classes?

Fire extinguisher classes for local businesses are also taught by our personnel. Call 770-534-3612, Monday through Friday, 8 am to 5 pm. You will be asked to provide a name, contact number, number of participants, and any date preferences. A member of our department will contact you to schedule the class.

15. How do I schedule a tour of a fire station?

Gainesville Fire Department welcomes the opportunity to have the public visit any of our stations. If your school or civic group would like to schedule a tour, please call 770-534-3612, Monday through Friday, from 8 am to 5 pm. You will be asked to provide a name, contact number, number of participants, and any date preferences. A member of our department will contact you to schedule the tour. In addition to touring the station and viewing apparatus and equipment, fire personnel can also provide your group with age-appropriate fire safety/fire prevention materials.

16. What about birthday parties?

Unfortunately, our stations are not set up to accommodate birthday parties. We can, however, schedule a tour for your group which has been scheduled separately from the party.

17. Want to learn more?

Schedule a tour, drop by for a visit, or sign up for the City of Gainesville Citizen’s Government Academy by calling 770-297-5499. Our personnel welcomes the opportunity to show you who we are and what we’re all about.

▼

Municipal Court

Show All Answers

1. How do I obtain a copy of my disposition?

A defendant may request a copy of their disposition in person by coming into the Public Safety Complex at 701 Queen City Pkwy SW. Identification will be required. If you are looking to obtain a disposition for someone else, you may do so by clicking here.

2. What do I do if I missed a court date?

If you missed your scheduled court appearance, you need to call 770-531-2668 and speak with a court employee. 

3. What if I can't pay my fine?

If you are unable to pay the fine associated with your citation, you must appear on your court date and speak with the Judge. 

4. How do I contact my probation officer?

City of Gainesville Municipal Court utilizes Professional Probation Services to monitor probation guidelines issued by the court. You can contact them by calling 470-248-4090 or visit them at 731 Queen City Pkwy Suite 201 Gainesville, Ga 30501. 

5. What is arraignment?

Arraignment is a formal reading of a criminal charging document in the presence of the defendant, to inform them of the charges against them. In response to arraignment, the accused is expected to enter a plea of Guilty, Not Guilty, or Nolo Contendre (NOLO). 

6. What do I do if I want a trial?

Gainesville Municipal Court has two different options for your Not Guilty plea. You may either request a Bench Trial, which will be completed at a future date and time here at the Municipal Court, or you may request a Jury Trial. If a Jury Trial is chosen, your case will be transferred to Hall County State Court where they will provide your appearance date and time. 

7. What is a NOLO plea?

A plea of nolo contendere or no contest informs the court that the accused does not contest to the charges and will waive his or her right to trial, while maintaining a claim of innocence. A plea of nolo contendere more than likely cannot be used against a defendant in any subsequent proceedings. A nolo contendere plea, like a guilty plea is a conviction.

8. How many points will be added to my license?

Points are added to your license upon conviction of certain violations.  The Georgia Point System ranges from 2 to 6 points and are placed on your license by the Georgia Department of Driver Services. A list of convictions and their subsequent point totals can be found here.

9. What if information on my ticket is incorrect?

If you receive a citation and find that there is incorrect information on it, please contact the court immediately by calling 770-531-2668.  

10. What if I need a translator?

Gainesville Municipal Court will have a Spanish language interpreter at all court sessions. Any further needs will be met on a case by case basis. 

11. How do I apply for a Public Defender?

You may contact the public defender via email using [email protected]. Our public defender will review your email and assist accordingly.

▼

Permits and Inspections

Show All Answers

1. Questions regarding licenses, tests and investigation of contractors' workmanship

Call the Construction Industry Licensing Board at 478-207-1416.

2. A complaint or dispute with my builder

Call the Governor’s Office of Consumer Affairs at 404-656-3790 or 1-800-869-1123.

3. Home Office Affidavit form and information

A Home Office Affidavit is required for a business operating an in-home office and is the first step to obtain a new business license. This document, also known as a Home Occupation Affidavit is issued by the City of Gainesville's Community and Economic Development Planning & Zoning Division. View the Home Office Affidavit (PDF) for conditions and usage information.

Planning Division, zoning and contact information can be found on the Planning Division webpage.  

Business License information can be found on the Business Tax & Licensing webpage in the Documents section.

▼

Solid Waste - Curbside Pickup

Show All Answers

1. What is the definition of curbside?

Curbside is the occasional items that are too large and bulky to go into the household garbage bag (i.e.: outdoor waste generated from cleaning up around the house, boxes, etc.). Leaves, grass clippings, any kind of packing material, and any other similar loose items that will blow out of a truck must be bagged or will not be picked up. Garbage and curbside are not picked up by the same trucks and do not go to the same location. 

Household garbage and curbside cannot be mixed. Household garbage is required to be discarded in a state approved Solid Waste Landfill while curbside trash is required to go to a state approved Construction and Demolition Landfill.

2. Will the City take everything that is put out for pick-up?

No, the City must follow the rules of Solid Waste Management by the State of Georgia’s Environmental Protection Division. The following are not allowed to be handled by the City’s Solid Waste Division:

• Biomedical Waste
• Blocks
• Bricks
• Car Parts
• Construction and Demolition Debris
• Dirt
• Explosives
• Flammables
• Hazardous Materials
• Liquids
• Rocks
• Stumps
• Tires
• Wet Paint
• And Many Other Items

3. Is there a maximum amount the City will pick-up per customer?

Yes, each customer is limited to one cubic yard (about ½ the size of a standard refrigerator or six kitchen-sized garbage bags) per week with a maximum of four cubic yards per month without being charged additional fees. It is the responsibility of the resident and/or property owner to handle the disposal of major items resulting from the cleaning out of:

• An Attic
• A Basement
• Cleaning up Between Tenants
• Estate Cleanups
• Evictions
• A Storage Building

Picking-up the items from these types of cleanups fall outside of the regular solid waste service the City provides.

4. Can special arrangements be made for the City to pick-up large bulky items?

Yes, see White Goods and Special Pickups FAQs.

▼

Solid Waste - Fees

Show All Answers

1. What are the fees for garbage pickup that will appear on my water bill from Public Utilities?

A fee of $32.10 pays for once-weekly (except holidays) garbage removal, a landfill fee and a recycling fee (for once-weekly recycling service).

2. Can a resident opt out of paying these fees even if they dispose of their own garbage?

Unfortunately, no. These fees support the overall Solid Waste Division, which keeps the residential areas of the City of Gainesville clean and sanitary. These fees also help offset the rising cost of maintaining a clean and healthy environment within City limits.

For answers to questions about your bill from the Department of Water Resources, please call customer service at 770-535-6878.

▼

Solid Waste - Garbage Pickup

Show All Answers

1. What is the definition of garbage?

Garbage is the bagged household waste that is generated from normal everyday living (i.e.: food waste, kitchen scraps, etc.). 

2. Can I mix garbage and curbside trash?

No, even though both are considered solid waste, they are independently regulated by the State of Georgia’s Environmental Protection Division and must go to a landfill designed for each particular type of waste.

3. What are the garbage collection guidelines?

To best prepare your garbage for pick up, please follow these simple guidelines.

4. How do holidays affect the pickup schedule?

Garbage and recycling will not be picked up on holidays. Please hold until your next scheduled pick up day.

The City of Gainesville observes the following holidays:

• New Year’s Day
• Martin Luther King Jr. Day
• Memorial Day
• Independence Day
• Labor Day
• Veterans Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

▼

Solid Waste - Recycling

Show All Answers

1. Why should I recycle?

Everyone benefits from recycling. The recycling programs provide jobs, extends the life of our landfills, which in turn saves us as taxpayers the monies involved in landfill needs and the negative connotations surrounding landfill usage and placement.

2. How do I get the blue recycling can?

Call the Solid Waste Department at 770-532-0493 to arrange for one to be delivered to the house.

3. How do holidays affect the pickup schedule?

Garbage and Recycling will not be picked up on holidays. Please hold until your next scheduled pick up day. Please see the City of Gainesville’s Solid Waste Ordinance Title 4, Chapter 4-3-1 for any further information or view the Holiday Garbage and Recycling Schedule (PDF).

The City of Gainesville observes the following holidays: 

• New Year’s Day
• Martin Luther King Jr. Day
• Memorial Day
• Independence Day
• Labor Day
• Veterans Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day

▼

Solid Waste - White Goods & Special Pickups

Show All Answers

1. What are White Goods?

White goods are appliances such as:

• Air Conditioners
• Clothes Dryers
• Dishwashers
• Electronic Waste (i.e.: Computers, Monitors, Televisions, Stereo)
• Microwaves
• Refrigerators
• Stoves
• Trash Compactors
• Washing Machines
• Water Heaters

2. Why do the white goods and special pickups have to be scheduled in advance?

This is part of the regulated waste that has to be handled separately from the normal waste stream. There is an additional fee for this service. This per-occurrence fee will be reflected on the next water bill. The fee will be based on what is being picked up. This must be scheduled in advance by calling the Solid Waste Division at 770-532-0493.

This type of pickup will only be done when there is available equipment and personnel. It is a violation of City of Gainesville regulations if such items are placed curbside prior to making the necessary arrangements to get it removed.

▼

Transportation Services

Show All Answers

1. How does it work?

Passengers can book a trip on a rideshare vehicle using the free WeGo app. Customers enter their pick-up and drop-off locations and a vehicle will pick them up within a block or two of their doorstep or a nearby location. Those who don’t have a smartphone to download the app can book a ride by phone.

2. What are the hours of operation?

The WeGo service will be offered between 6 a.m. and 6 p.m. Monday through Friday. Services hours and days may increase in the future. WeGo will provide riders advance notice on any holiday-related schedule changes.

3. What are the service areas?

From December 2020 to June 2021, WeGo will only operate within the City of Gainesville. In July 2021, WeGo will expand into the remaining parts of Hall County.

4. What is the normal wait time to be picked up by a WeGo driver?

Customers are able to view estimated wait times when they enter their pick up and drop off locations in the WeGo app. Wait times will vary depending on nearby driver availability but generally should not exceed 15 minutes in the City of Gainesville and 45 minutes in other parts of Hall County.

5. Will the WeGo Van come directly to me?

Depending on your location, the vans will pick you up directly from your location, or you may request to walk 2 to 3 minutes to the closest safe intersection or business.

6. How do I pay?

Customers pay by credit card, debit card, or a prepaid card which is registered when they set up an account. Individuals may also purchase a voucher for a designated amount and use it to access the WeGo service.

7. How much will a single one-way ride cost?

At this time, we believe a single one-way trip will cost $3.

8. I don’t have a smartphone to download the WeGo app. Can I still book a ride?

WeGo will have a live support line. That number will be posted to this website a few weeks before the service is launched. You can call that number to book a ride if you have already set up a WeGo account. If you do not have an account, you can call that number to speak with a WeGo representative to set up an account.

9. Is WeGo accessible to persons with disabilities?

Absolutely, all WeGo vehicles are equipped with a ramp and spaces for two wheelchairs. The WeGo app has special features for visually and hearing and hearing-impaired persons.

10. I live outside the current WeGo service area. Will WeGo ever be available to my Hall County neighborhood?

Absolutely, WeGo will debut within the City of Gainesville from December 2020 to June 2021 but will be available throughout Hall County effective July 2021.

11. With how many riders will I share a ride?

The number of individuals you will share a ride with will vary based on capacity and your chosen destination. The WeGo vans are equipped to seat 10 to 12 passengers at a time.

12. Who are the WeGo drivers?

WeGo drivers are employed by the City of Gainesville. Many of the drivers are the same men and women you have come to know who operate the Gainesville Connection and Dial-A-Ride bus services.

13. Is WeGo a public transit service?

Yes, WeGo is operated by the City of Gainesville and is funded in partnership with Hall County Government, Georgia Department of Transportation, and the Federal Transit Administration.

14. Is WeGo accessible?

Absolutely, WeGo vehicles are equipped with a ramp for easy access and have spaces for two wheelchairs.

15. Can WeGo be hired out for private parties?

No, WeGo is a public transit service and cannot be hired for special events.

▼

Utilities

Show All Answers

1. Who do I call if my street light is out?

Georgia Power maintains most street lights within Gainesville City limits. Report an outdoor light outage with Georgia Power by visiting the utility's website.

Outside Gainesville City limits, most street lights are maintained by Jackson EMC. To report an outdoor light outage with Jackson EMC, call 1-800-462-3691 and select Option 1, then follow the instructions.

2. My water has an unusual smell. Who do I contact?

If you have City water, please contact the water department using the Contact Us - Water Resources - Customer Service form or call customer service at 770-535-6878. You can also find more information about the City of Gainesville Water Resources Department here.

3. Natural Gas Providers

City of Gainesville residents may choose their natural gas provider from the following local utilities:

• Liberty Utilities | georgia.libertyutilities.com | 1-855-216-6305
• Atlanta Gas Light | atlantagaslight.com | Atlanta Gas Light offers several marketers to choose from. View the website for options and contact information.

If your property is new construction or a location where natural gas service has been disconnected for more than six months, you must have a permit to establish a natural gas connection. Contact the City of Gainesville's Building Inspection Services Division at 770-531-6584 for details. Find more information about this division and links to various applications and forms via the Building Inspection Services Division webpage.

4. Power Providers

There are two providers of electricity in the City of Gainesville. If you're unsure of your provider, look at your power meter. A Georgia Power meter will say "Southern Company" and Jackson EMC will say "Jackson EMC":

• Georgia Power | georgiapower.com | Residential, 1-888-660-5890; Business, 1-888-655-5888
• Jackson EMC | jacksonemc.com | 1-800-462-3691 | Gainesville Office, 1000 Dawsonville Hwy., 770-536-2415

5. Water & Sewer Provider

Water Service

The City of Gainesville Department of Water Resources provides water to almost all Hall County residents.

New Customers or New Meters

Use the Application for Service for new customers form.

Current Customers Transferring Service

Use the Transfer of Service form.

If you have questions, contact Customer Account Services at 770-535-6878.

Sewer Service

The City of Gainesville Department of Water Resources provides and maintains sewer lines for customers located inside city limits of Gainesville, and it also bills for sewer service located in other municipalities including Hall County, Braselton, Oakwood and Flowery Branch. 

Customers within the city limits should contact Customer Account Services at 770-535-6878. Questions regarding sewer outside the city limits should be directed to the provider; for example, Hall County Sewer Services or City of Flowery Branch Water/Wastewater.

Garbage and Recycling

City water and sewer automatically includes garbage and recycling services if the location is within the city limits proper and is residential. You cannot opt out of sanitation services. To learn more, review the Garbage & Recycling Provider FAQ or visit the Solid Waste webpage.

6. Garbage & Recycling Provider

If you live within Gainesville's city limits and your property is residential, garbage and recycling is automatically provided by The City of Gainesville Solid Waste Department and is included with the billing of your City of Gainesville water and sewer account. 

Exceptions to this rule with no city sanitation: Cresswind at Lake Lanier, Copper Springs, Sandridge Commons, The Bluffs at Lanier and Chicopee Crossing.

You will first set up your new service with the Department of Water Resources. Review the Water & Sewer Providers FAQ for information on creating a new account with the Department of Water Resources.

Learn your residence's assigned garbage collection day by calling 770-532-0493. More information can be found on the Solid Waste webpage.

▼

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.

▼

Water Resources - Fire Hydrant Meters

Show All Answers

1. How do I rent a fire hydrant meter?

You must fill out a fire hydrant meter application and pay a deposit. Once completed and paid, you will take your receipt and the original application to the Bradford Street Facility at 1006 Bradford Street to pick up the fire hydrant meter.

2. Is there a deposit required to rent a fire hydrant meter?

Yes. Deposit amounts are dependent upon meter size. If the meter is a 3/4 inches, the deposit required is $300. If the meter is 3 inches, it is $1,270. Payment for the deposit can be made with cash, check, or Visa/MasterCard/Discover.

3. Where do I return the fire hydrant meter?

The fire hydrant meter must to be returned to our Bradford Street Facility. If the account is more than 60 days delinquent, the customer must return the meter immediately. Failure to do so will result in "theft by taking" charges.

4. What happens if the fire hydrant meter is lost or stolen?

A lost or stolen fire hydrant meter will result in forfeiture of deposit. If the meter was stolen, we will require a copy of the police report of theft.

5. How will you know how much consumption to bill me?

Fire hydrant meter customers must bring the meter to the Bradford Facility every month between the 1st and 5th for a meter reading. Failure to do so will result in a $150 late fee.

▼

Water Resources - Taste and Odor

Show All Answers

1. What is DWR actively doing to address this issue?

Your Department of Water Resources plant operators and lab personnel monitor your water quality, including taste and odor, constantly on a daily basis. With recent reports of taste and odor, these efforts have increased. Our plant operators are optimizing our plants’ chemical feed systems, washing filters more often and working with our lab personnel to test at an increased frequency. Additionally, we are decreasing the amount of raw water withdrawn at Lakeside Water Treatment Facility from Lake Lanier on the south end of the county. We are increasing the withdrawl on the north end, pulling from deeper depths, and adding more Activated Carbon to reduce taste and odor-causing compounds.

2. What is lake turnover?

Lake turnover typically occurs during Spring and Fall. During the fall, the warm surface water begins to cool. As water cools, it becomes more dense, causing it to sink. This dense water forces the water of the lower level of the lake to rise and switch places with the top levels, "turning over" the layers.

▼

Water Resources - Water Leaks & Water Quality Concerns

Show All Answers

1. What can I do if I think I have a leak?

Leaking toilets are a common cause of leaks. To check for a leak in your toilet, place food coloring or leak tablets into the back of the toilet (pour it into the tank, not into the bowl). Do not flush. If color appears in the bowl within 30 minutes, you may have a leak (once you flush color will enter the bowl). You may also pick up leak tablets in our lobby (757 Queen City Parkway) or call customer service at 770-535-6878 to have some mailed to you.

If you suspect that you may have a leak and are unable to locate it or repair it yourself, please contact a plumber. View step-by-step instructions for locating leaks (PDF).

2. Who is responsible for the repairs if I have a leak?

The property owner is responsible for all maintenance and repair of their water service line from the water meter to the building. This includes the interior plumbing of the home, the outside irrigation system, and the area where the property’s water system connects to the water meter.

Water Resources Department is responsible for pipes on the "street side" of the water meter, including all service lines and water mains extending throughout the community.

3. Who do I contact if there is water gushing from my meter box or running down the street?

Please contact our water and sewer repairs shop at 770-535-6881.

4. Who do I contact if I have a sewer backup?

Please contact our water and sewer repairs shop at 770-535-6881.

5. Who can I contact for water quality questions or concerns?

You may contact Environmental Services at 770-532-7462.

6. Who can I contact for questions regarding hardness of water?

You may contact Environmental Services at 770-532-7462.

7. What can I do if I think my meter was misread?

You may contact customer service at 770-535-6878.

▼

WeGo

Show All Answers

1. What is WeGo?

WeGo is a new rideshare transportation service that uses a smartphone application and a fleet of 10-12 passenger vans to transport you around town. This service launched in December 2020.

2. How does it work?

Passengers can book a trip on a rideshare vehicle using the free WeGo Powered by Via app. Customers enter their pick-up and drop-off locations and a vehicle will pick them up within a block or two of their doorstep or a nearby location. Those who don’t have a smartphone to download the app can book a ride by phone, call 770-503-3333, Option 1. Wait time is typically 15 minutes or less. After booking trips, riders need to start walking to the virtual bus stop, hence "Click - Walk - Ride".

3. What are the hours of operation?

WeGo services are available from 5 a.m.-9 p.m. Monday-Friday. Service hours and days may increase in the future. WeGo will provide riders advance notice on any holiday-related schedule changes.

4. What are the service areas?

WeGo operates throughout Gainesville-Hall County.

5. What is the normal wait time to be picked up by a WeGo driver?

Customers are able to view estimated wait times when they enter their pick-up and drop-off locations in the WeGo app. Wait times will vary depending on nearby driver availability, but generally should not exceed 15 minutes in the City of Gainesville and 45 minutes in other parts of Hall County.

6. Will the WeGo Van come directly to me?

Depending on your location, the van will pick you up directly from your location, or you may be asked to walk 2-3 minutes to the closest safe intersection or business.

7. How do I pay?

Customers can pay by credit card, debit card or a prepaid card, which is registered when they set up an account. Individuals may also purchase a voucher for a designated amount and use it to access the WeGo service.

8. How much will a single one-way ride cost?

Trips 5 miles or less in distance cost $2, plus 50 cents for each additional mile.

9. I don’t have a smartphone to download the WeGo app. Can I still book a ride?

WeGo has a live support line. To schedule a ride by phone, call 770-503-3333, Option 1. You can call that number to book a ride if you have already set up a WeGo account. If you do not have an account, you can call that number to speak with a WeGo representative to set up an account.

10. Is WeGo accessible to persons with disabilities?

Absolutely! All WeGo vehicles are equipped with a ramp and spaces for two wheelchairs. The WeGo app has special features for visually and hearing impaired persons.

11. I live outside the current WeGo service area. Will WeGo ever be available to my Hall County neighborhood?

We plan on it! WeGo will debut within the City of Gainesville from December 2020 to June 2021, but will be available throughout Hall County effective July 2021.

12. With how many riders will I share a ride?

The number of individuals you share a ride with will vary based on capacity and your chosen destination. The WeGo vans are equipped to seat eight to 10 passengers at a time.

13. Who are the WeGo drivers?

WeGo drivers are employed by the City of Gainesville. Many of the drivers are the same men and women you have come to know who operate the Gainesville Connection and Dial-A-Ride bus services.

14. Is WeGo a public transit service?

Yes, WeGo is operated by the City of Gainesville and is funded in partnership with Hall County Government, Georgia Department of Transportation and the Federal Transit Administration.

15. Can WeGo be hired out for private parties?

No, WeGo is a public transit service and cannot be hired for special events.