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Water and Sewer FAQs

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1. What do I do if I have a high bill?

The Finance Department 770-460-4237 has an excellent staff of Customer Service Representatives that will be glad to discuss any and all of your concerns with your water bill. The Finance Billing offices are open Monday through Friday from 8 am to 5 pm. If you think that your bill might be incorrect or you think that you might have a leak they will send out the appropriate work orders for our Field Personnel to check.

2. Who do I call if I have a problem when the water office is closed?

The Water Department has an after hours office that is open 24 hours a day seven days a week to assist in getting the right personnel to respond to your concerns. The after hours office number is 770-997-5189.

3. Can my water meter be defective?

A water meter can be defective. A water meter has an internal disc or paddles that move when water passes through them which in turn moves the wheels on the register to record the water that passes through it. When the disc or paddles wear down due to environment or from a defect inside of the meter it will not register correctly. Since we use meters that record only the water that passes through it the defect will actually cause a lower water bill. A water meter will never turn unless water is passed through it to record.

4. If there is a leak, what is the city of responsible to repair?

The Water Department is responsible for the water main, the line that goes to the meter, the meter and meter box. The service line, which starts at the meter and goes to the house, is the customer's responsibility, even if the leak is in the meter box but is on the service line. If you have a leak on the service line you will have to contact a plumber for repairs.

5. If I have a leak on my service line can the City locate it for me?

Service lines are made of different materials ranging from plastic to copper to galvanized. The technology for leak detection on a service line is very expensive and not very effective. Some plumbers do have the resources available to locate leaks in slabs or in basements but the technology has not been proven effective in locating leaks in a yard. The technology requires its placement to be on a concrete surface.

6. Where does my drinking water come from?

The City of Fayetteville obtains water from two different sources. Approximately fifty % of the water is supplied by two deep water wells, and the remaining water supply is provided via the Fayette County Water System.

7. What can I do if I have a sewer problem?

If you have a problem with a sewer back-up you can call our Finance Billing Office 770-460-4237 Monday through Friday from 8 am until 5 pm and they will radio our Distribution Crew for the quickest response. Call the Water Department 770-460-4660 first in order for us to assess the problem to see if a plumber would have to be called. A sewer jet machine will be used to get the sewer flowing freely again. If the problem is found to be on the service line between the house and the Right-of-Way we will do our very best to unblock the problem but a plumber will have to repair the line if necessary. If the problem were found to be internal then a plumber would have to be called for repairs. If there is a sewer like smell in the area that you live in we will document the complaint on a work order and will be looked into as quickly as possible. Sewer smell complaints are the hardest to detect the source of the problem so we ask for patience for us to locate and correct the problem.

8. When I flush my toilet, where does it go?

The City operates and maintains an extensive sanitary sewage collection system with many miles of underground pipes and pump stations. The sewage is transported to our Waste Water Treatment Plant, where all solids are removed. The water is then disinfected and returned to White Water Creek.

9. Can I make arrangements concerning my bill?

No, the total amount of the bill is due on the due date.

10. Can I fax over my application?

Application for New Services or Transfer of Services may be obtained by fax or City Website along with instructions to complete the required process for establishing utilities with the City of Fayetteville.

11. Can I make changes to or terminate service if I have a joint account?

Any account set up as a joint account will require both persons to make any change to or termination of service with the City. In the event that both persons cannot be present, a notarized affidavit must be presented for the absent person.

12. Can I pay my bill over the phone or online?

Yes, you may pay your bill over the phone by calling our office or online. Fees are associated with paying your bill over the phone and online.

13. Can I start service the same day I apply?

• Application for service, required documentation, and applicable payment of fees must be completed a minimum of 3 days prior to establishing service.
• Prior to establishment of any utility service, any and all outstanding balances owed for previous utility services with the City of Fayetteville must be paid. This includes any balances that may have been written off the utilities accounts receivable ledger.
• All service connections will be performed between the hours of 8 am through 4:30 pm, Monday through Friday.

14. How do I get water restored after it has been disconnected for non-payment?

• Once a customer has been cut off for nonpayment, the customer must pay the entire bill in full plus a $50 reconnect fee during regular work hours.
• Payments received must be in the form of cash, money orders, credit cards, or online payments.

15. How long before my water is disconnected for non-payment?

Accounts are subject to disconnect any time after missing payment due date.

16. How do I apply for utility service?

All applicants wishing to apply for water, sewer, sanitation, and stormwater services will need to apply in person at the City of Fayetteville City Hall, 210 Stonewall Avenue West, Fayetteville, GA 30214, Water and Sewer Customer Service Department between the hours of 8 am and 4:30 pm.

The Application for New Service or Transfer Service form must be completed along with the following documents:

• Copy of Property Deed or
• Copy of Fayette County Tax Bill for property or
• Copy of Closing Documents for the purchase of property or
• Copy of Lease/Rental Agreement for property or
• An Affidavit between Owner and Tenant and
• 2 forms of identification

17. If I pay my bill in person with a credit card, will any fees be associated?

Yes, there are fees associated with paying in person with Credit Card. You will need to provide us with your ID. The name on your ID must match that on your credit card.

18. Is there a fee involved with starting up new service or transferring service?

There is a mandatory payment for either a processing fee of $35 (new service) or a transfer fee of $20 required at the time of application.

19. What are your hours?

Our hours of operation are 8 am to 5 pm, Monday through Friday. We are closed on weekends and holidays.

20. What do I do if I have a sewer back-up?

You will need to contact our Water and Sewer Customer Service Department as soon as possible at 770-460-4237. Please provide your name, location and phone number. Our after-hours number for emergencies is 770-997-5189.

21. What do I do if I have a water leak at the meter?

You will need to contact our Water and Sewer Customer Service Department as soon as possible at 770-460-4237. Please provide your name, location and phone number. Our after-hours number for emergencies is 770-997-5189.

22. What if I did not receive a bill?

If you did not receive your bill, you may contact our office at 770-460-4237 for your balance. Not receiving a bill does not eliminate your responsibility to pay.

23. When I transfer my service, does that automatically terminate my old service?

No, you are required to fill out a termination agreement to terminate your old service.

24. When is my bill due?

Your bill is due monthly. Payment is due and payable on or before the due date printed on the bill.

25. Where are you located?

We are located inside the City Hall Building at 210 Stonewall Avenue West, Fayetteville, GA 30214.

26. Where do I go to start sanitation service?

If you live inside the city limits of Fayetteville, you will need to apply in person with the City of Fayetteville Water and Sewer Department at City Hall, 210 Stonewall Avenue West, Fayetteville, GA 30214 between the hours of 8 am and 4:30 pm.

• You will need to bring a copy of your lease/rental agreement or closing/deed documents and 2 forms of ID.
• You will also be required to pay a non-refundable $35 processing fee (new service) or $20 transfer fee at the time of application.

If you live outside the city limits of Fayetteville, you can choose any Sanitation company of your choice.

27. Who do I call if I have a missed sanitation/recycle pickup?

You will need to contact Waste Industries at 770-474-9273.

28. Who do I call if I need a replacement garbage/recycle bin?

You will need to contact the City of Fayetteville Water and Sewer customer service department at 770-460-4237.

29. Why are there fees associated with paying my bill over the phone?

To be in compliance with the Red Flag Rule, when the customer is paying over the phone we have to submit the payment online and the fees are to cover various administrative costs associated with billing and accepting payment.