The City has updated its Customer Account and Billing Policy. The new policy takes effect October 1, 2026.
| Day 0 | Day 20 | Day 21 | Day 28 |
|---|---|---|---|
| Bill is issued | Payment is due | Late fee is added | Subject to disconnection |
| Your billing cycle starts on the billing date shown on your bill. | Bills are due 20 calendar days from the billing date. | $10.00 or 5% of the unpaid balance is charged as a late fee, whichever is greater. | Not paid by 5:00 p.m. on the Pay-By Date on your bill? A $40 Delinquent Account Fee is added and service may be disconnected. |
Every date is counted in calendar days from the billing date on your bill.
Fast Facts
| Card payments carry a service fee | Leak adjustments have new limits | Billing errors are corrected for two years |
|---|---|---|
| 2.95% or $1.95, whichever is greater, on every credit or debit card payment. Pay from a bank account to avoid the fee. | Once every 24 months per meter, for non-preventable leaks, up to $3,000 in combined water and sewer charges. | Whether you were overcharged or undercharged, corrections go back no more than two years. |
Frequently Asked Questions
Billing and payment
The updated policy takes effect on October 1, 2026. Please review the information below and the full policy for requirements that may affect your account.
The updated policy includes requirements related to bill due dates, late fees, delinquent account procedures and disconnection, corrective billing, sewer adjustments, leak adjustments, rental properties, and account responsibilities. The questions on this page summarize these key provisions.
Utility bills are due 20 calendar days from the billing date.
A late fee is assessed the first day following the due date on any bill that remains unpaid. The late fee is $10.00 or 5% of the unpaid balance, whichever is greater.
Bills that remain unpaid 28 calendar days after the billing date are subject to disconnection.
If payment is not received by 5:00 p.m. on the Pay-By Date to Avoid Disconnection shown on the bill, a Delinquent Account Fee will be assessed and the account will be subject to disconnection.
The Delinquent Account Fee is assessed when payment is not received by 5:00 p.m. on the Pay-By Date to Avoid Disconnection. The amount of the fee is set in the City’s current Rate & Fee Schedule.
The current FY27 Delinquent Account Fee is $40.
To restore service, you must pay the past-due balance and all required fees and charges in accordance with City procedures. Service will be restored under the City’s reconnection procedures after all required amounts are received.
Contact the City of Hendersonville Customer Service Department at (828) 697-3052 or email customerservice@hvlnc.gov with questions about your bill, account balance, charges, payments, usage, or other account matters.
Customer Service can review your account, explain charges and usage information, and help with questions or concerns about your utility account.
Current utility fees are set in the City’s Fee Schedule. Please refer to the current schedule for applicable fees and charges.
Credit and debit card service fee
Yes. Starting October 1, 2026, a service fee of 2.95% or a minimum of $1.95, whichever is greater, applies to all credit and debit card payments.
The service fee applies to all credit and debit card payments, including payments made online, in the office, by phone, or through AutoPay.
No. The service fee covers the cost of processing credit and debit card transactions and is charged by the payment processor, not the City of Hendersonville.
Yes. When paying online, choose bank account as your payment method instead of a credit or debit card.
If you’re enrolled in AutoPay with a credit or debit card, update your payment method to a bank account to avoid the fee.
Past-due accounts and collection
The City may use collection methods authorized by City policy, ordinance, and applicable law. These may include:
- Customer notifications
- Referral to a third-party collection agency
- Debt setoff
- Disconnection or denial of service
- Referral to legal counsel
- Other legal remedies
Past-due utility accounts may be referred to a third-party collection agency as part of the City’s collection process.
Yes. The City may refer delinquent utility accounts to the City Attorney or other authorized legal counsel for collection and may pursue legal remedies available under applicable law.
If the City obtains a judgment for amounts owed, the judgment will accrue interest as provided by North Carolina law. The City may also pursue recovery of court costs, attorney fees, and other costs or charges authorized by law.
Leak adjustments
Yes. You may request an adjustment for certain qualifying, non-preventable water leaks, subject to the requirements of the City’s Customer Account and Billing Policy.
A leak adjustment may be granted once every 24 calendar months per meter.
Yes. The account must be active when the leak adjustment request is submitted.
Only non-preventable leaks qualify.
- Examples that may qualify
- Underground service line leaks between the meter and structure
- Hidden plumbing or fixture failures within walls, slabs, or foundations
- Sudden bursts that are not the result of misuse or neglect
- Service line failures not attributable to customer action
- Internal leaks that were not visible or reasonably discoverable
- Examples that do not qualify
- Fixtures or plumbing left running
- Unattended irrigation or hoses
- Improperly closed valves or spigots
- Leaks resulting from customer oversight, misuse, or lack of maintenance
An eligible leak adjustment is based on 1.5 times your average consumption. The average is generally calculated using your prior 12 months of usage.
Contact Customer Service for an explanation of how the adjustment applies to your account.
The maximum adjustment is $3,000 for combined water and sewer charges, subject to the requirements of the policy.
When water from an eligible leak did not return to the sanitary sewer system, the applicable sewer charges will be adjusted. This sewer adjustment does not count toward the $3,000 maximum leak adjustment.
If a licensed plumber made the repair: provide the plumber’s invoice and a statement confirming the repair and location of the leak.
If you made the repair yourself: provide receipts for repair parts and before-and-after photos documenting the repair.
Submit your request within 90 days after the leak has been corrected, as determined by City staff.
Sewer adjustments
Yes. You may request a sewer adjustment when water is used to fill a swimming pool, spa, or decorative water feature and is not discharged into the City’s sanitary sewer system.
Submit a written request to Customer Service and meet all eligibility and documentation requirements in the Customer Account & Billing Policy. The account must be active when the request is submitted, and the water usage must be at least 5,000 gallons.
You may receive no more than one sewer adjustment per 12-month period for each utility service connection.
Submit your request within 60 days of the date the water was used to fill the pool, spa, or water feature. Include enough information for the City to determine the amount of water used:
- Type of water feature
- Its dimensions and capacity
- Estimated gallons used
- The date or approximate date the water was used
The City may request additional information or documentation to verify the request.
Corrective Billling
The City will correct billing errors for a period not exceeding two years, whether the correction results in a credit to you or an additional amount owed.
If a billing error results in an undercharge, the City will bill you for the applicable amount, subject to the two-year corrective billing period. A payment arrangement may be available in accordance with City policy.
If a billing error results in an overcharge, the City will issue a credit to you. Credits are provided without interest and are limited to the applicable corrective billing period.
Rental and non-owner-occupied properties
No. An owner of a non-owner-occupied property will not be required to provide a utility deposit when the tenant is the account holder.
When a tenant disconnects service at a rental property, utility service automatically reverts to the property owner’s name in accordance with the City’s requirements.
New service and account responsibilities
The New Service Application establishes your utility service with the City. Submission and approval of the application is an agreement between you and the City.
By establishing service, you accept responsibility for applicable rates, charges, and fees and agree to comply with the City’s Customer Account and Billing Policy, ordinances, and regulations.
Keeping your account in good standing
You can help keep your account in good standing by:
- Paying utility bills by the due date
- Responding promptly to City notices about past-due balances
- Keeping your contact and billing information current
- Addressing unusually high water usage promptly
- Providing required documentation when requesting an adjustment
- Contacting Customer Service if you need help with your account
Please contact the City as soon as possible with any questions or concerns about your utility account.
The complete Customer Account and Billing Policy is available through the City of Hendersonville Finance Department. Refer to the full policy for complete requirements, procedures, and eligibility criteria.
View the full Customer Account and Billing Policy (PDF, 499 KB)