Metro Water Services accepts leak reports through hubNashville and direct customer service. Residential customers who fix qualifying underground or hidden leaks can request a one-time bill adjustment that averages prior consumption against the high-leak month.
MWS encourages prompt reporting of main breaks, hydrant leaks, and customer-side issues through 311 hubNashville or the Customer Service line. Crews dispatch around the clock for major leaks. For customer-side leaks, MWS offers a leak-adjustment policy: after repair documentation is submitted, the high-usage portion of the bill is recalculated using historical averages for sewer and a partial credit on water. Adjustments are typically limited to one per customer per defined period. Continuous leaks left unrepaired do not qualify. Tenants and landlords can both initiate reports, and MWS may shut off service at the meter to support emergency repairs without unnecessary water loss.
Tampering with water meters or bypassing service is a Class A misdemeanor under Metro Code Title 15 with fines and possible service termination. Failure to repair a known continuous leak can disqualify future adjustments.
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