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Water Resources Customer Service

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1. I want to fill my swimming pool for the summer months, but I also want to avoid an outrageous bill due to the large amount of water I would use. Are there any discounts you offer for filling pools?

Yes, we do offer credits for pool adjustments. Call our Customer Service office at 615-848-3209 before downloading and submitting the pool adjustment form found here: http://www.murfreesborotn.gov/430/Billing 

2. My water bill is extremely high this month and I’ve been using the normal amount of water I always use. I’m not understanding why it is so much. Is there a reason for this?

It sounds like you may have a leak. If this is the issue, call our Customer Service Department at 615-848-3209. We may be able to help you obtain an adjustment to the sewer portion of your bill. However, we can only apply leak adjustments after plumbing has been done to repair the broken pipe(s).

Click here to sign up for Alerts, Monthly/Daily water consumption, or create a monthly goal: http://www.murfreesborotn.gov/1491/AMI-Customer-Portal

3. I need to purchase a tap for my new business. How does this work? What do I need to bring into the office to set it up?

The information needed to purchase a tap for your business includes the address, lot number, tax ID, driver’s license, and/or business name. We can accept checks, debits/credit cards, and cash. 

For further questions related to fees for taps, contact our Engineering department at 615-893-6441.

4. My water was disconnected when I was at work and I had no time to pay the bill once I got off before closing. I need my water to be reconnected quickly! Is there a way to get my service reconnected?

There is a way to have your service reconnected after hours, but a $75 after-hours fee will be added to your next month’s balance. The past due balance plus the $40 non-payment fee will need to be paid.

5. How long does it usually take for my service to be reconnected after paying my bill?

The time it takes for our meter readers to reconnect your service usually depends upon the time in which the bill is paid. The earlier you pay, the quicker your service reconnection moves to the top of our priority list. You have until 4:30 pm to pay your bill to receive a same-day service reconnection.

6. What types of identification are acceptable for me to get an extension on my water bill?

A state issued driver’s license is an acceptable form of identification to get an extension on your bill.

7. I need to apply for a payment extension, but the bill is in my spouse’s name. Could I still get the extension?

Yes, if you are not the account holder you will be required to have a good contact phone number. 

8. A relative/family member of mine just recently passed away and the water bill is in their name? What can I do to get it changed and/or terminated since they are no longer here?

Bring your relative/family member’s death certificate into the office, along with your ID to set up a new account and/or terminate the previous one. Also, this will have to be done within 2 weeks of being notified.

9. I transferred my water service when I moved into my new home and now I am unable to pay my water bill online. Why is that?

Once you’ve transferred your services to a new address, you now have a new account number. Call our office at 615-848-3209 to speak with a Customer Service Rep who can look up your new account number, so you are able to pay online.

10. What are some ways for me to check the quality of the water in my home without buying a water quality kit from my local convenience store?

Our Stones River Water Treatment Plant issues a Water Quality Update each day. Please contact us at 615-848-3222 with any questions about your water quality. You can also check out our Facebook page at Murfreesboro Water Resources Department where a Daily Water Quality Update is posted each morning.

11. Sometimes I forget that my bill is due, and I always end up paying late. Is there a way for me to set up alerts that would remind me when my bill is due?

You can sign up for our customer account access portal, LINK, to request an e-bill, which reminds you when your bill is due each month, through email.

Go to https://mwsdlink.murfreesborotn.gov/ to sign-up for e-bills. 

12. A friend told me that if my bill is a certain amount, I could subtract $50 and pay the difference to avoid disconnection of my service. Is this true? If so, how does this work?

At MWRD, we understand unforeseen situations can occur that may affect when you are able to pay your water bill. So yes, you can use our “Below 50” system when your bill is over $50. We subtract $50 from your balance due and you can pay the remaining amount, so that your service will not be interrupted. The amount subtracted is then added to the balance of your next bill.

13. My sewer is stopped up! Do you offer plumbing services to unblock sewer systems? If so, what are your rates?

If your sewer is stopped, please call 615-893-1223. MWRD will come out and identify the problem. If the issue is on the City’s side, there will be no charge to clear the line. However, MWRD cannot clear blockages within the customer’s plumbing.

14. After how many days will my service be disconnected after my bill’s due date?

Usually, there are 14 -16 days after the due date before your service is disconnected.

15. I would like to start monitoring the water usage in my home and/or business? How can I access that information?

You can access your home’s water usage by signing up for our AMI Customer Portal. With the AMI Customer Portal, you can monitor your consumption, set usage goals, and set up continuous alerts. 

Sign up for an account and learn more about it here: http://www.murfreesborotn.gov/1491/Customer-Portal

16. Sometimes my bill due date doesn’t align with my job’s pay days and I am always forced to pay late. Is there a way to change my bill due date to fit my job’s payment schedule?

There is not a way to change your bill’s due date because our dates are based upon your billing cycle in a prewritten, yearly billing calendar.

17. When paying my bill online through LINK, I am aware that my debit/credit card is charged a transaction fee. Does this fee still apply if I pay my bill at the office?

Yes, the transaction fee still applies whether you pay with your card online or in person.

18. I was late paying my bill because I did not receive my bill in the mail in an appropriate amount of time? Why is this happening? Are there other ways to receive my bill besides by mail?

Yes, we offer several other payment options and ways to see your bill electronically. Once the bill is carried to the post office, we can not control the delivery date. 

View more payment options

19. I was late on paying my bill and now I have an additional $40 AND a late fee added to my current amount due, how is this possible?

The additional $40 is a non-payment fee which was applied to your account because your bill may have exceeded $50 and is more than 20 days past due.

20. How do I sign up for new service?

You will need to come to the office for new service. The office is located at: 300 NW Broad St, Murfreesboro, TN 37130

There is a $40.00 non-refundable service initiation fee. We request that you have identification (i.e. state issued driver’s license or id, passport or military id), social security number, and the address where service is needed.

If you are a business, we will need a request on company letterhead with your driver’s license and tax id number, signed by a responsible party.

If you are unable to come in, please contact our office at 615-848-3209 or go online to the City’s website as we may be able to assist you by having your information faxed to the office.

21. If I’m unable to pay my bill by the due date, how long do I have to pay before a late fee is applied?

If you pay online or IVR you have until Noon. If you pay on the due date in the night deposit, the fee will be added. 

Click here to pay online