Where is my 10-digit account number located on the bill?
Your account number can be found in the “Account Information” section, which is located on the left-hand side of the bill, directly below the Louisville Water Company logo.
How much do I owe?
The amount due is clearly noted in a blue box on the top right side of the bill.
Why are there charges on my water bill for Louisville MSD or other sewer companies?
Nobody likes to get a lot of bills so as a service to our customers, we include the wastewater and stormwater/drainage charges for several sewer companies on our bills. Combining bills allows the companies to hold down postage and handling costs, which helps us be more efficient and saves you money. We've billed on behalf of these companies for quite some time but it may now be more evident due to the layout of the new bill.
I have questions about the wastewater and drainage portion of my bill. Who should I contact?
Call 502.583.6610 with any questions about your bill.
How do you calculate late fees?
Late fees are calculated based on five percent of your Louisville Water charges and varying percentages of your sewer charges, depending on your service provider. MSD customers are charged five percent of the wastewater and stormwater/drainage fees.
What should I do if the bill says my account balance is past due and subject to disconnect?
The amount highlighted in red is the amount you must pay to avoid disconnection. If you know you will have trouble paying the full amount by the due date, we encourage you to contact us. We want to help you find a way to keep your service so you don't have the added burden of a disconnect fee. The below agencies also offer customer assistance programs:
Jefferson County: Community Ministries
Oldham County: American Red Cross
Bullitt County: Multi-Purpose Community Action Agency
Can I found out my usage history for a longer period than the one shown on the bill?
Up to two years of usage history can be viewed on LINK, our customer portal. Sign up today if you do not have an account.
I have an irrigation system. Is this water usage included in the usage history graph?
No, only the water used inside the home or from outdoor facuets is included in the graph. All of this water flows through the same meter, whereas the water used for irrigation flows through a seperate meter.
Why was my bill estimated?
Bills are estimated when our meter readers are unable to access water meters. In most instances, estimates occur during the winter months when our crews are unable to reach the home due to inclement weather. However, estimates may also occur if an animal or vehicle prevents access to the property or meter. Meter readers obtain true readings as soon as possible and your bill will reflect a credit if we overestimated or an additional amount if we underestimated. When estimated, the bar on the history graph will appear orange.
Why are there different prices for water consumption?
Water rates are based on a thousand gallons of water. For residential bi-monthly customers, the first 6,000 gallons used is one tier, then 14,000-20,000 a second tier, and above 20,000 gallons a third tier. The first 6,000 gallons are the lowest price. Read the full water rate schedule. The water rates have always been on your bill but you may more clearly notice the pricing due to the new layout of the bill detail section.
What is a “water domestic service charge”?
Customers are charged a daily fee for service based on the size of their meter. A typical residential home has a 2” meter and is charged $2.84 per day. Read the full water rate schedule
The previous balance says zero, but I know I asked for a payment extension.
When a customer requests an extension, our billing system moves the amount owed to the next billing cycle, meaning it is no longer considered past due, but rather, a current balance. The payment extension balance, as well as the current bill’s balance, is due with the next bill cycle. Your payment extension balance may now be found in the “Other Charges” section on the back of your bill.
What is wastewater?
This is the water that flows down your sinks, bathtubs and toilets. Customers are billed a volume charge by MSD and other sewer companies and based on the amount of water usage. These rates are set independently by MSD and each separate sewer company.
What are the EPA Consent Decree Surcharges from MSD?
An EPA Consent Decree Surcharge allows for sewer system infrastructure changes necessary to reduce overflow and improve the quality of our local waterways.
What are drainage charges?
This charge is the surface drainage/stormwater maintenance fee. MSD is responsible for the construction and maintenance of Louisville Metro drainage swales, storm sewers, catch basins and drainage channels.
I have a service plan through HomeServe where are these charges now listed?
All warranties and service plans purchased through HomeServe can now be found in the “Other Charges” section on the back of the bill, under “Bill Details.” In addition, HomeServe’s customer phone number now also prints on the bill.
Can I find out when my meter will be read for the next bill?
In the service address section on the back of the bill, you’ll find the “prior read date” and “current read date.” This should give you an idea of how often your meter is ready.
How do I find the location of a Louisville Water Company office?
The address and hours for our two payment locations may be found online at LouisvilleWater.com.
What should I do if I think there’s an error on my bill?
Anytime you think there is an error on your bill we encourage you to call Customer Service at 502.583.6610. Representatives are available from 8:0 a.m. – 6:00 p.m. Monday through Friday.