FAQ

What is "normal" water pressure?
A: The State requires a minimum of 20 psi (pounds per square inch) at the meter under fire flow conditions and 30 psi under normal conditions; any pressure greater than 80 psi requires protection in the form of a pressure reducing valve (PRV), on the customer’s side of the meter, to be owned and maintained by the customer. Pressure in the City’s water system ranges from 20 psi up to 300 psi.
How do I report a damaged fire hydrant?
A: Call the City’s Operations Center at 697-3072 and the City's water treatment plant at 891-7779 after regular business hours, on weekends and on holidays.
Will the City take the cost of sewer off my bill for irrigating or filling a pool?
A: No, but you can have a separate irrigation meter installed which has no charge for sewer. See City’s schedule of rates and fees.
What are the fees for water/sewer taps?
A: See the City’s schedule of rates and fees.
How do I report a blocked sewer?
A: Call the City’s Operations Center at 697-3072 during regular business hours and the City's water treatment plant at 891-7779 after regular business hours, on weekends and on holidays.
How do I report a water outage?
A: Call the City's Operations Center at 697-3072 during regular business hours and the City's water treatment plant at 891-7779 after regular business hours, on weekends and on holidays.
What is the discoloration in my toilet, sink, and/or pet's water bowl?
A: See this article on water flushing for more info.  Call (828)697-3072 if you have other questions regarding water discoloration.
Can I have my meter tested for accuracy?
A: Yes, but if the meter is within acceptable limits, in accordance with the American Water Works Association (AWWA) guidelines, there will be a charge for this test. Call 697-3072 to schedule a test.
If I have a water leak, do I call the City to repair it?
A: Customers are responsible for repairs to the line on their side of the meter box and into their homes.  Any other type of water leak can be reported by calling (828)697-3072.
How do I get my water service started, disconnected, or transferred?
A: Contact Customer Service at 828/697-3052.  More information can be found on the Starting Water/Sewer Service page.
If I have a leak will I get an adjustment on my bill and if so, how much?
A: Customers are eligible for a leak adjustment once every 12 months. You must call Customer Service at 828/697-3052, when the repair is complete, to request an adjustment. The leak must have caused a loss of at least 5,000 gallons above your average consumption. Once your consumption is back down in your normal range, your adjustment will be calculated and appear as an adjustment on the next bill. We adjust the highest consumption month by one half of the amount lost above your normal average bill plus 5,000 gallons. Any sewer adjustment would be calculated based on if the water lost went into the City sewer system.
Why do I receive a bill for my water and a separate bill for my sewer service?
A: In certain areas, City of Hendersonville water customers have sewer service provided by Henderson County. These are two separate government entities and payment for that sewer service must be made according to the instructions on that bill.
Where do I call if I have questions about my water/sewer/garbage bill?
A: Customer Service – 828/697-3052
 
A: In accordance with the Federal Trade Commission’s Fair and Accurate Credit Transactions Act of 2003, the Identity Protection Act of 2005, North Carolina General Statutes (N.C.G.S.) 75-60 of the Identity Theft Protection Act, N.C.G.S. 14-113.20 Identity Theft, and N.C.G.S. 132-1.10 of the Public Records Act (together, the “Act”), the City is required to safeguard certain information of customers. Under this “Act”, customer credit information including billing information, pay arrangements, and financial transactions are listed as confidential information and due to this law we will ask you for identifying information to make sure we are not giving any of your confidential information to the wrong person. If you have your bill with you, we do not need to ask you any identifying questions. If we do not have any identifying information set up in our system, you will be asked to show identification and asked if you would like to set up a password to access your account with us.