How do I know if I am responsible for repairing a leak?

First, call the System Operations Center at (270) 826-2824 and report the leak.  A crew will be dispatched to your address to determine if the leak is on the customer’s side of the meter or on the Utility’s side.

  • If the leak is on the customer’s side, the repair is the responsibility of the customer and a licensed plumber should be called.
  • If it is on the Utility’s side, the repair of the leak is HWU’s responsibility and it will be repaired as soon as possible.  Note that, if the leak is on the Utility’s side of the meter, the leak will not increase the customer’s bill.

Abatement for excess charges due to a leak is available in certain circumstances.  See the “E-200 – Adjustments to Bills for Water Leaks” policy here.