Leak and Billing Adjustments


Customers may be granted a leak adjustment every 24-months per account. Adjustments will only be provided where the water loss is in 1 ½ times the average water consumption per account. Customers can apply for a leak request by completing the form online Leak Request. Please allow 5 business days for review upon receipt of the completed leak form and documentation. If additional information is needed, Customer Service will request this information. The leak request may take up to 3 billing cycles before an adjustment is applied to your account.

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

  • A Leak Request Form is completed and submitted by the customer within 30 days of discovering or being notified of a leak.
  • The leak is repaired within a 30-day time frame following discovery or notification.
  • Proof of repair is provided (Plumbing invoices containing plumbers license number, receipts for parts)
All leak documentation can be faxed to Customer Service at (828) 692-1510 or emailed to leaks@hvlnc.gov. Leak documentation can also be mailed to 160 Sixth Avenue East, Hendersonville, NC 28792.

Emergency Leak Contact

During normal business hours (Monday-Friday 8 am to 5 pm, excluding holidays), please contact our Operations Center at (828) 697-3073 for assistance.
Leak emergencies after hours, please call (828) 891-7779.

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