Billing Adjustments

LEAK ADJUSTMENT

Customers may apply for a leak adjustment once in any 24-month period of time. Adjustments will only be provided where the water loss is in excess of the average amount of water typically used. Customers can apply for a leak adjustment by filing an online Leak Adjustment Request.

Please carefully review the terms and conditions noted on the Leak Adjustment Request Form. Leak adjustments will only be granted if and when the following conditions are met:

  • A Leak Adjustment Request Form is completed and submitted by the customer within 30 days of discovering or being notified of a leak
  • The leak situation is repaired within a 60-day time frame following discovery or notification
  • Proof of Repair Documentation is provided (Plumbing Invoices, Receipts for Parts, etc...)
  • The leak event is in excess of the average usage as measured by the average use of three (3) normal months.

Customers are welcome to contact the Customer Service Team at (828) 697-3052 if they have any questions or concerns. If a leak poses an emergency, please contact our Operations Center at (828) 697-3073 during regular business hours (8am-5pm M-F). You may also contact us for emergency leak issues after hours and on weekends at (828) 891-7779.

All leak documentation can be faxed to the Customer Service Team at (828) 697-1707 or emailed to leak@hvlnc.gov. Leak documentation can also be mailed to 145 Fifth Avenue East, Hendersonville, NC 28792.

Interested in monitoring your water usage? Please sign up with our Aquahawk monitoring service.

 

SEWER USAGE ADJUSTMENT REQUEST

Customers will only be granted one sewer fee usage waiver within any 12-month period of time (per account). Adjustments will only be granted for the excess sewer usage during the month specified. Adjustments may only be requested for unusual activities that result in water not flowing into the  Cities Sewer System. Examples of qualifying events would be filling of a pool or pressure washing home. Only the Sewer Portion of your utility bill will be adjusted. Please complete the Sewer Fee One Time Waiver Form

Please carefully review the terms and conditions noted on the Sewer Fee Adjustment Request Form.

Customers are welcome to contact the Customer Service Team at (828) 697-3052 if they have any questions or concerns.

Interested in monitoring your water usage? Please sign up with our Aquahawk monitoring service.