How often will I be billed?
Our goal is to bill every 30 days, however, when you factor in holidays, weekends, and other unforeseen circumstances, it is not always possible. Your service dates can be verified by looking at your statements each month. This information is located to the left of the consumption charges.
Do you estimate water usage?
HCWA reads and bills all water meters monthly (either by radio read or manually).
My bill seems really high. What should I do?
There may be several reasons for an increase in your water consumption. Water usage can change due to the season, changes in the size of the household, watering habits, or due to water loss caused by a leak. If there have been no changes in your household habits, click here for information on detecting a leak.
I had a water leak. Why do I have to pay for this water?
There are significant costs in producing clean water and delivering on a continuous basis to your home or business, therefore, we bill for all water that passes through the meter. We allow customers 30 days to repair any leaks and submit proof of repair and leak discount request to our billing department. Once your consumption has returned to normal, your account will be reviewed and any eligible discounts will be applied.
For more information, contact Customer Service at (770) 957-6659 between the hours of 8:00AM to 4:30PM, Monday through Friday or email at customer.care@hcwa.com .
Can I Pay My Water Bill At Other Locations?
Payments should be made directly with HCWA by calling 770 957 6659, in person or through our bill pay link on our website.
Any payments made through outside companies may have a delay in posting to your account and could result in late fees or service interruptions.
How do I check for leaks?
Click here for information on detecting a leak.
How do I turn off my meter?
Click here for instructions on turning off your meter (including video).
How do I read my meter?
Click here for information on reading your meter.
How do I establish new service?
Click here for information on establishing new service.
How do I know if my Pressure Reducing Valve is bad?
If you are experiencing any of the issues below, you may want to have a plumber check you PRV.
- Hammering or vibrating pipes
- Higher than normal water pressure
- Diminishing water pressure
- Plumbing leaks
Click here for information on Pressure Reducing Valves (PRV).
Is there a fee to use a credit/debit card?
HCWA will be using a third party to process our payments. The company chosen to process payments adheres to the highest standards in security today, assuring your information is kept confidential and 100% secure. The convenience fee of $1.95 goes directly to the payment processing company; no part of the fee is retained by HCWA.
Do I have to pay a deposit?
All HCWA customers are required to pay a deposit to set up service. Security deposits on residential accounts will be applied to your account after two years of perfect payment history, or returned when the account is closed with no balance owed. A good payment history is defined as no NSFs and no more than one penalty and no disconnects.
I have lost my water bill. What should I do?
You may acess your account information and pay your bill by clicking the “Pay Your Bill” button at the top of this page. If you need further assistance you may call the HCWA Customer Service department at (770) 957-6659 between the hours of 8:00AM to 4:30PM, Monday through Friday.
Why didn't you warn me before turning off my water?
Every bill with a past due balance has a warning that states “NO OTHER NOTICE WILL BE SENT. CURRENT CHARGES ARE DUE BY DUE DATE. PAST DUE AMOUNT IS SUBJECT TO IMMEDIATE DISCONNECTION OF SERVICE.”
I filled my pool. Can I get a water discount?
No. Our policy is to charge for the amount of water used, however, if you have sewer, please call our Customer Service department at (770) 957-6659 between the hours of 8:00AM to 4:30PM - Monday through Friday.
What should I do if my toilets are slow draining and/or clogged?
If you are part of HCWA sewer system call us. We have 24/7 On-Call technicians ready to assist.
If you are on a private sewer system (septic tank system) we suggest you call a plumber or someone who works with septic systems.
Is it ok to flush baby wipes, facial cleaning wipes, feminine products, paper towels, etc. down the toilet?
No. Even though the packaging may say flushable these items clog sewer lines as they are not bio-degradable.
If my water is dirty does that mean I have problems with my sewer line?
No. Water lines into your house and sewer lines leaving your house are separate lines.
Can I dump fatty oils or grease (FOG) into my sink drain?
No. Grease sets up in your sewer line over time and will cause severe line clogs. Even if you have a garbage disposal, it still goes into your sewer line. Pour grease into an empty can and once cool place into garbage.
What should I do if I have a sewer smell outside my residence?
Call HCWA at 770.957.6659. We have 24/7 On Call Technicians ready to assist.
How do I get on HCWA's Approved Contractor's list?
You will need to complete the Contractor Application and submit to the Engineering Department (contact# 770.914.3688) for review and if approved you will be notified.
Is there water and/or sewer available on a property?
For inquiries regarding water and sewer availability, please contact our Engineering Department at 770-914-3688. Depending on the type of request, and/or if you need a formal written letter, a request form will be required as well as a Fire Flow Request Form. Click here to download detailed information packet and application.
Where can I find information about Plan Review and Inspection Fees?
Click here to download the Plan Review & Inspection Fee schedule.
Where can I find Henry County Water Authority’s Standards and Specifications?
Click here for our Standards and Specifications
What is the hardness of my water?
Actual hardness is between 20 and 50 mg/l or 1 to 3 grains per gallon. This is considered soft water and there is no need to further soften water within individual households.
Why is my water discolored or muddy looking?
Discoloration in the drinking water does not result from mud or dirt entering the distribution system. Following treatment, all water introduced into the system is clean and clear, and the water lines are pressurized to a point which prevents any mud or dirt from being able to enter into the piping system. There are however, natural elements and minerals in the water that can settle in the main lines or accumulate in household plumbing over time. Some older plumbing made from galvanized steel pipe can cause discolored water itself due to rust or corrosion forming on the inside of the piping. The two main elements that can cause the water to be discolored are iron and manganese, and are natural minerals which give Georgia clay its unique color. Neither of these minerals are harmful, and are even found in most vitamin supplements. While these minerals can accumulate on the inside of the main lines and water tanks over time, the HCWA maintains a water line flushing program and a water tank washout program to help minimize these deposits. When pressure changes occur in the water lines from line breaks, improper flushing of hydrants, extended use of fire hydrants, filling swimming pools and any rapid use of the cold water, then these minerals can become re-suspended in the water and make it appear discolored. This situation may be remedied at the household by flushing from outside hose spigots. If this is ineffective, contact HCWA Operations department at (770) 914-3699 or after hours at (770) 957-6659.
My water smells of chemicals or bleach. Are there a lot of chemicals or extra chlorine in the water?
The answer is no. Chemicals such as chlorine are always kept at within safe and regulated levels. The chlorine is maintained in HCWA distribution system from 0.2 to 2.5 mg/l which is about half of the maximum allowable level. (Household bleach for example is 50,000 mg/l chlorine.) Any noticeable smells and even tastes can be from a number of possible sources:
- The chlorine within the water can react with odors already in the air, in the drain or even on plumbing fixtures. Chlorine itself has no odor, but when it comes in contact with any organic material, it will react and give the characteristic bleachy smell. Try smelling unscented bleach in the jug (little to no odor). Then, put a drop on your index finger and smell (bleach). This is caused by a chemical reaction with your skin (an organic substance). Remedy this by cleaning sinks and drains and running enough water to diminish the smells.
- Chemical smells can also come from a garden hose that is connected to the house. If this hose has water left in it, the water can make its way back into the house by reverse pressure or back siphonage and effect the taste and/or odor of the water in the house. It can also affect the taste of and ice within the household freezer. Remedy this by keeping the hose disconnected when not in use or by installing a backflow device specifically designed for hose connections.
Why does my water look milky white?
This can be caused by excessive amounts of air in the water lines. Air can get trapped at high points in household lines or even in the main water lines. The pressurized water within the pipeline can become saturated with air, giving it the white, milky look. To test for this, try filling a clear glass with water and letting it sit on the counter. Then watch to see if the milky appearance disappears with time. This situation may be remedied by flushing from outside hose spigots to remove this trapped air. If this is ineffective, contact HCWA Operations department at (770) 914-3699 or after hours at (770) 957-6659
The flow of water through a faucet may also introduce air into the water and give it the milky white appearance. If a hissing sound is noticed while running the water, try increasing the flow until the sound is no longer heard and the milky appearance goes away. Water heaters can also be a suspect in the milky appearance, especially if it is noticed in the hot water only. Try the same test suggested above to see if the trapped air in the water will dissipate.
Why do my strainers keep stopping up with white particles?
This can be caused by a defective dip tube in the water heater. If this tube is defective, it sheds layers of plastic, which then makes it way through your plumbing and gets trapped in the strainers. To remedy this, contact a licensed, professional plumber or the water heater manufacturer.
Why do my toilets and sinks have black or pink rings or spots on them?
This can be caused by mold and mildew spores that may be present in the air. These spores land in moist environments and form colonies that typically are colored pink or black. These organisms are not in the water, but in the air and are not harmful. The remedy for this is to minimize these spores in the air by using allergy free filters, keeping lids down on toilets, sealing toilet tank lids and fixing leaky faucets.
Why does my water smell like rotten eggs or rotting materials?
This may be caused by a couple of things:
One possible cause may be sulfate reducing bacteria in the hot water heater. These are non-harmful bacteria that can grow in extreme temperatures. They are even found in some hot springs. These bacteria take sulfate and change it into hydrogen sulfide (rotten egg smell). This can be remedied by turning the water heater all the way up for 24 hours and then flushing it and returning the hot water heater to its normal temperature. Caution: Be extremely careful of scalding water during the 24-hour period. This water will burn very quickly. Extra caution should be used around children. Click here for more information.
Unpleasant smells can also come up from drains and be mistaken for being in the water. Test for this by checking to see if it is actually an odor in the water. Fill a clean glass with the water and then take it away from the sink and smell the water in the glass right over the edge. If there is no smell, it may be the drain. Test this again by smelling close to the drain and see if objectionable odors are noticed. If so, one remedy is to clean out the trap under the sink or simply use a commercial drain cleaner or a small amount of bleach in the drain overnight. If customers are not comfortable with any of the above mentioned remedies a licensed plumber may also be contacted. If the water itself has an odor, please contact HCWA's Water Quality Section at (770) 914-3699 or after hours at (770) 957-6659 for further assistance.
What is a smart meter?
A smart meter is a digital meter that sends messages through a secure wireless network. It's technology that provides a number of enhanced benefits and services to our customers. Smart meters are also an important building block in HCWA efforts to modernize our community's water distribution system to provide customers with more reliable services.
How do smart meters work?
Smart meters gather water usage information and transmit data using a low-power radio over a secure wireless network. The meters can also receive communication from HCWA towers, which allows for remote connection and disconnection of service. The information is sent using short radio transmissions similar to a text message sent from a cell phone.
Are smart meters safe?
For over 50 years, researchers have studied the potential health impacts of RF energy. With the expansion of cell phone use in the last several decades, experts have published numerous studies about RF energy and cell phones. Research specific to advanced meters concludes that RF energy emitted from them is much lower than from cell phones. Reputable organizations across the world have reviewed the scientific literature about RF energy. The conclusion among them is advanced meters do not result in adverse health impacts. Your safety is important, and we will continue to review scientific research about the impacts of RF energy.
Are there additional fees to upgrade to smart meters?
No. There are no additional fees to HCWA customers for upgrading to smart meters.
How many meters will be replaced?
Our goal is to upgrade all of our meters by the Spring of 2026. HCWA has installed over 34,000 meters and has a plan to change out an approximated 35,000 over the next five years. HCWA chose not to upgrade all meters at the same time so that all of the meters do not have the same end of life warranty expiring all at one time.
How are you protecting my privacy?
Smart meters use low-watt radio frequency to transmit whole-house water usage — the same information that existing meters gather. No other data is collected, which means that no personal information, such as name or address, is gathered or sent via the secure wireless network to HCWA. The meters use multiple layers of security, including the same type of data encryption used by most cell phones carriers and the online banking services.
When will I receive the new smart meters?
Meters are being changed out by routes throughout the county. Each route is chosen based on the proximity to the towers to ensure successful over air readings. Customers in an upcoming change out route will be sent a letter or a phone call approximately 30 days prior to the change out.
Can I opt out of having a smart meter and keep the old meter?
No. HCWA must provide the best overall services to our customers and upgrading meters is an important part to maintaining the integrity of our system. Changing out meters prior to the end of life warranty is a necessary part of maintaining our system.
How are meters currently being read?
Prior to being upgraded to a smart meter, meter readings are conducted via a vehicle driving through your neighborhood. When the vehicle or meter reader is in close proximity of your meter, the meter will transmit a meter reading by radio. In some cases, a Field Technician may still walk up to the meter to obtain the reading.
Where is my smart water meter located?
In most cases, your water meter sits inside the easement located in your front yard or in the streetscape (between the sidewalk and the curb). The meter has a cover lid on it that identifies it as a water meter.
Will HCWA be raising water rates to pay for this advanced system?
No, HCWA water rates will not be increasing to pay for this updated technology. HCWA will replace meters when the warranty end date is due, so these upgrades are anticipated and included in our capital improvement plan and annual budget.
Do I have to be home for the water meter replacement?
No, you do not have to be home during the meter replacement.
Do you have to enter my home or business for this meter replacement?
Since the meter is located in the easement of the yard, HCWA won’t need access to homes and most businesses. There are a few businesses that may have meters located inside. Our staff will contact the business in advance. If your business or home requires a constant supply of water without interruption, please contact our AMI department once you are notified that meters will be changed out in your area. We typically give 30 days of notice.
What if I live in a trailer park, apartment, townhome or condo?
HCWA will notify the point of contact we have in our billing records. Since the work will occur at the main meter for your building or complex, there should be little impact on the specific units.
Will my water be turned off during the water meter replacement?
Yes, water may be turned off for a short time during the meter changeover. Under normal circumstances, the installation will take 20 minutes or less.
Has this equipment been tested for accuracy and reliability?
Yes, all water meters are calibrated by the manufacturer prior to installation.
Will I be able to see my water usage online?
HCWA will develop a customer portal in 2022. The web-based portal will provide a secure environment for customers to view their water usage, set alerts and learn more about water saving programs. Once the portal is available, HCWA will update our customer base.
How do I know that you have my meter readings and not someone else’s?
Installers are using a detailed tracking process to ensure the meter replaced belongs to the assigned homeowner.
Who will be installing the smart water meters?
The meters will mostly be installed by an HCWA approved annual labor contractor and inspected by HCWA staff. At times HCWA staff may install meters.
How will I know that the technician works for HCWA?
They will have signs on their trucks identifying them as contractors and may be accompanied by a HCWA staff member who will be in uniform.
Do I need to keep my meter accessible?
Yes, your meter must always be free of obstacles, including high grass, trees, shrubs and other landscaping materials. Landscaping or fencing should be kept at least 3-5 feet from the meter lid.
Will there be any disturbance to my yard during the meter change out?
Most water meter upgrades will have no impact on the surrounding landscape. In rare instances, water meters requiring maintenance before upgrading or having landscaping directly beside the water meter box may require minimal disturbance of the surrounding landscape. If this occurs, we will make every effort to leave the area in the same or better condition than we found it.
How do I read my new smart meter?
Read the water meter from left to right. The first four numbers represent the total water volume of usage through the meter. Please see the video link Coming soon.