FAQs

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 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.

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 $2.50 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.

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:

1. 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.
2. 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.