Customer Service Information

Frequently Asked Questions Customer Service – (828) 697-3052 
Monday – Friday, 8am – 5 pm

What if I don’t have my bill?

Call customer service to find out your billing total and they will be glad to provide you with the information needed to process the payment yourself.

How will my payment be confirmed? 

If paying on-line you will receive an email confirmation number and if paying by phone you will be given a confirmation number.

Can I make an on-line payment if my water has been disconnected or is subject to be disconnected?

Call customer service to find out the amount you need to pay to restore or maintain your service.

When will my payment post to my account? 

Payments made via Credit Card or Electronic Check will be posted to your account on the next business day.

How can I manage my account on-line? 

Customers can utilize the online payment gateway to make one-time payments against any bill(s) listed to their account. To utilize the portal, please have available your Account Number or Customer ID Number.

Where/how do I pay my water/sewer/garbage bill ?

In person – At City Hall, parking lot on corner of King Street and Sixth Avenue. Pay inside at the payment windows on the ground floor or use the drop box in parking lot.

By mail - City of Hendersonville, P.O. Box 603068, Charlotte, NC 28260 (with Payment Coupon only) or City of Hendersonville, 145 5th Avenue East, Hendersonville, NC 28792 (if utilizing bank bill pay services or if paying without the Payment Coupon).

By phone – (828) 697-3052 – electronic check and debit or credit card – We accept Visa, Mastercard, and Discover.

Automatic Bank Draft is available for utilities – payments are drafted on the due date of the bill. Click here to enroll online: you may also download and print an enrollment form to mail or hand deliver to us; or phone (828) 697-3052 to have a form mailed to you.  You may also access the form here.

Online payments – Click here to make an online payment!

Why must I prove who I am if I am just paying a bill?

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.

How do I get my water service started, disconnected, or transferred?

Online-Click here to start or transfer service and here to disconnect service

Call-You may contact Customer Service at (828) 697-3052 if you need assistance with the application process or if you need to pay the security deposit.

In Person-At City Hall (145 5th Avenue East, Hendersonville, NC 28792). Please proceed to the 3rd Floor where Customer Service is located.

If I have a leak will I get an adjustment on my bill and if so, how much?

Customers are eligible for a leak adjustment once every 24 months. You may call Customer Service at (828) 697-3052, when the repair is complete, to request an adjustment form or you may apply online here. The leak must have been in excess above your average consumption (using 3 months of normal bills). Once your consumption is back down in your normal range, your adjustment will be calculated and appear as an adjustment on the next bill. Please visit our leak adjustments page for more information.

Why do I receive a bill for my water and a separate bill for my sewer service?

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 City tax bill?

City Tax Collector – (828) 233-3203

Where do I call if I have questions about my water/sewer/garbage bill?

Customer Service – (828) 697-3052

What is a Stormwater Fee?

The stormwater fee used to be called an “ESF Base Charge”, which you might have seen on your bill.  It is $2 per month for all water customers inside the City and its ETJ.  This fee provides various environmental and property services that are required by the federal government.

**For information on rate and fee changes, please see the City's Adopted Budget**