Utility Service

Our mission is to provide excellent service to the residents of Nashville. We aim to treat all our customers and stakeholders fairly and respectfully.

View the full Customer Service Policy(PDF, 179KB).

To obtain water, sewer, and/or sanitation service, you will need:

• a completed service application

• $45 application fee (non-refundable)

• $200 security deposit (refundable)*

• government-issued photo ID

• proof of property ownership or a lease agreement

You can complete the application process on the Town’s website, or in person at Town Hall. All individuals listed on the proof of ownership or lease must be included on the application.

If you have an outstanding balance on a closed account, you must pay the amount owed prior to starting new service.

Garbage, recycling, and yard waste services are automatically provided to all utility customers within town limits. The monthly sanitation fee cannot be waived unless private service has been approved at a given address.

The Town will make every effort to provide same-day service connection if the application is completed and all fees are paid by 2 p.m. Monday-Friday. Otherwise, services will be connected before 2 p.m. the following business day.

*The security deposit will be waived if you enroll in automatic bank draft when you apply for service. A $200 security deposit is required if a valid social security number is not provided when you apply for service.

Complete the Utility Services Application online, then pay the $200 security deposit and application fee to get started.

Terminating Services

To terminate services, you must be able to verify at least two pieces of personal information:

• social security number

• driver’s license number

• Birthdate

• account number

• address

You must provide a forwarding address where your refund or final bill will be sent. The security deposit will automatically be applied to your account. The Town does not refund amounts of $1.00 or less. The application fee is non-refundable.

The termination request must be made at least two business days prior to the requested termination date. The customer is responsible for all service charges up to the time service is terminated.

Utility bills are generally mailed on the first business day of the month for the prior month's usage. The Town has no control over the post office or late/lost mail. You are responsible for paying your bill by the due date even if the post office fails to deliver the mail to you in a timely manner. Account balance information can also be obtained on the Town’s website, or by calling customer service.

• Payment is due by the 18th of each month.

• If payment is not received by 11:59 p.m. on the 18th, the account is considered past due and a 5% late fee will be charged.

• If payment is not received in full by 11:59 p.m. on the 28th, then a $50 nonpayment fee will be charged, and the account will be subject to disconnection. No second notice will be sent. All payments received in the drop box at Town Hall by 8 a.m. on the first business day following the 28th will be considered on time.

• Payments postmarked by the 17th that are received by the Town by the 20th will not be considered past-due.

Disconnection for Non-payment

Once service has been disconnected for nonpayment, you will have three business days to pay the past-due balance plus late/non-payment fees. If payment is not received within three business days, your account will be closed. Your security deposit will be applied to the outstanding balance. If you are owed a refund, it will be mailed to the address on file. If there is a remaining balance due, the Town will proceed with debt collection by any means available.

Reinstatement of Service following Non-payment Disconnection

Before service will be re-instated, you will be required to:

• Pay all past-due balances and late fees.

• Pay the application fee and security deposit.

The Town will make every effort to reinstate services on the same day if all fees are paid by 4 p.m. Otherwise, services will be reinstated by 12 p.m. the following business day.

Meter Tampering

North Carolina General Statutes provides specific penalties for anyone tampering, altering, or otherwise interfering with the delivery of water to customers (G.S. 14-151). An initial violation of this section is classified as a Class 1 misdemeanor.

Second and subsequent violations are classified as a Class H felony. Violations resulting in significant property damage or public endangerment are a Class F felony. If the action results in death and is not covered under some other provision of law providing a greater punishment, it is a Class D felony.

Anyone found to have violated any provision of this law shall be liable for triple the amount of losses and damages sustained or five thousand ($5,000) whichever is greater.

Payment Arrangements

If you are unable to pay by the due date, you can request a payment arrangement. It is your responsibility to make an arrangement with the Town as soon as possible prior to the due date. If you fail to adhere to the arrangement, the arrangement will be voided, and you will be subject to late fees and disconnection. The payment arrangement request form can be completed online or in person at Town Hall.

If you need financial aid, a few assistance programs are available to you:

• Nash County DSS LIHWAP
• Faith Christian Ministries
• The Salvation Army of Rocky Mount

Medical Exemption

If you have a medical hardship, you can request a medical exemption to prevent water & sewer disconnections. The Medical Exemption form(PDF, 293KB) must be completed & signed by your doctor. You can email the completed form to finance@townofnashvillenc.gov or return it to the Town Finance Department located in Town Hall at 499 South Barnes Street, Nashville, NC 27856.

Upon receipt of the completed form, the Town will not disconnect water & sewer services unless in the event of an absolute emergency. You are still responsible for paying your bill by the due date each month to avoid late fees.

Billing Adjustments Policy

Late Fees and Non-payment Penalties:

To be eligible for a waiver of late fees and/or non-payment penalties, you must first pay the past-due balance in full. Only one late fee waiver may be granted per year.

Leak Adjustments:

If you receive a higher than usual bill, you may be eligible for a billing adjustment. To qualify, the registered usage must be at least double the annual monthly average usage. Only two consecutive months may be adjusted. Leak adjustments will be based on the type of leak, and all additional requirements of this policy must be met.

If a leak occurs on a preventable/accessible water pipe (toilet leak, leaking faucet, etc.) the water charges only will be credited by one-half the amount that exceeds the monthly average. There will be no adjustments made for sewer charges.

• If a leak occurs in a non-accessible area such as underground lines, pipes within walls, water heaters, one-half of the water and sewer charges will be adjusted to the monthly average.
• If hoses are left on over a period, or if water is stolen from a hose bib, the customer may request a one-time financial adjustment on one-half of the sewer charges only.
• If a Town Public Works employee determines that a leak is the result of faulty Town equipment, then water and sewer charges will be adjusted to the average for all months affected.
• If both a plumber and Town Public Works staff can find no plumbing related problems, and the usage has returned to normal, the customer may request a financial adjustment.
• Should a customer have two leaks within a one-year period, they may elect to have the greater of the two adjustments applied to their account.
• Billing adjustments will not exceed $500 for residential customers without the approval of the Town Manager.
• Base fees and sanitation fees are not eligible to be adjusted.

No adjustments will be granted where the following situations exist:

• Usage above the customer’s monthly average is due to seasonal usage such as watering of sod, gardening, washing vehicles, etc.
• Town of Nashville staff have notified customer of high-water usage and repair is not made within two (2) billing cycles.
• If a leak was caused by a third party, and is reimbursable or is covered by insurance, then no adjustment will be made by the Town of Nashville.
• Wholesale customers are not eligible for leak adjustments.

To receive a billing adjustment, you may submit an online Adjustment Request Form along with proof of repair. You may also request an adjustment by calling the Town Hall Finance Department at 252-459-4511.

All leak adjustments require documentation, such as a plumber’s receipt, certifying that the leak has been repaired.

If you are awaiting an adjustment, you must pay the entire amount due within the normal payment period or request a payment arrangement. If payment is not received on time, you will be subject to late fees and disconnection.

If it is determined that you are eligible for a leak adjustment, then the procedure is as follows:

Your account is averaged for the prior 12 months (or history available) excluding the months in question. Seasonal averages will not be used.

If an average consumption is not available, then the adjustment amount will be calculated based on the national average per-person consumption of 2,000 gallons per month.

Residential customers can request a waiver of sewer charges for swimming pool fill-ups. To request an adjustment, you must notify the Town of the start and finish dates when the pool will be filled. The request must be made at least two business days in advance of the fill-up date. The bulk water rate will be charged for swimming pool fill-ups. Swimming pool adjustments are limited to one adjustment per season.

Adjustments for a leak in the pool after initial fill-up will be granted only if you produce a receipt with proof of repair.

If would like to dispute your bill, you may email or call the Town of Nashville Finance Department at 252-459-4511.

Property managers, apartment complexes, landlords, and developers may apply for a landlord account. Landlord account applicants will need:

• a completed service application
• $200 service application fee
• security deposit equal to $200 per service address with a maximum of $2,500

An irrevocable letter credit from an FDIC insured bank in the amount of $2,500 will be accepted in lieu of a security deposit. The entire security deposit or letter of credit will remain with the Town until the landlord account is terminated.

Services for landlord accounts will remain active:

• When a tenant contacts the Town to close their utility account at an enrolled address, a Public Works technician is dispatched to obtain a meter reading for final billing on the tenant's account.
• The landlord's account then becomes active, with no disruption of services.
• The landlord's account will remain active, and the landlord will be responsible for all services and charges, up until the time that a new tenant establishes service on their own account with the Town.
• When a new tenant contacts the Town to open an account at the enrolled address, a Public Works technician is dispatched to obtain a meter reading for final billing on the landlord's account.
• A new account becomes active in the new tenant's name, with no disruption of services.

Active accounts cannot remain in the name of a deceased person. The current owner, responsible party, or occupant(s) of the property must establish an account in their name(s) to maintain active service.

To transfer an account into the ownership of an estate, you will need to provide a death certificate and executor letter in addition to all other standard application requirements.

If the Town receives a notice that an account holder is deceased, the Town will mail a notification of account closure to the address on record. The letter will set forth a date by which a new account must be established. If an account has not been established by the date specified in the letter, services will be immediately subject to disconnection.

All occupants over 18 years of age, having knowingly and willingly accepted utility services at an address in the name of a deceased person will be held liable for all service charges at that address.

Duke Energy Progress provides electric service for the the Town of Nashville. Contact Duke Energy Progress to start or stop service or to report an outage.

The City of Rocky Mount provides natural gas for the Town of Nashville. Contact the City of Rocky Mount to start or stop service or to report a leak.

Public Utilities - Water & Sewer Fees

Town-of-Nashville-Fee-Schedule.pdf(PDF, 377KB)

• Application for Water, Sewer & Garbage & Recycling Services
• Utility Billing Adjustment Request
• Utility Payment Arrangement Request
• Utility Service Termination