Charlotte Water customers should report water main breaks and visible leaks immediately by phone or online. Eligible customers may apply for a one-time bill adjustment when a hidden leak causes abnormally high consumption.
Charlotte Water operates 24/7 emergency dispatch (311 within Mecklenburg County, otherwise 704-432-4321) for main breaks, hydrant issues, sewer overflows, and visible leaks. Customers experiencing unusually high bills due to a hidden plumbing leak — such as a slab leak or running toilet — can submit a Leak Adjustment Request after the leak is repaired and provide receipts or a plumber's letter. Adjustments typically credit a portion of the over-baseline consumption, are limited to one per household per rolling period, and require timely repair documentation.
Failure to repair a known leak on private plumbing can cause Charlotte Water to refuse adjustment and, in extreme cases, treat it as water waste during drought stages.
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