Frequently Asked Questions

Billing Questions and Reading My Statement

Why are MSD charges on my water bill?
Nobody likes to get a lot of bills. So as a service to our customers, we include the sewer and drainage charges of the Metropolitan Sewer District on our bills. That way you don’t get a bill from MSD and Louisville Water. By combining bills, the two companies are able to hold down billing postage and handling costs, which helps us be more efficient and saves you money.

I have questions about the sewer and drainage portion of my bill. Who should I contact? Call the Metropolitan Sewer District (MSD) at 502.587.0603.

My bill shows "uage estimated" instead of my actual water usage. Why?
Severe weather, something covering the meter lid, or a vicious dog could prevent Louisville Water from reading your water meter. When that happens the bill is estimated on previous usage. The next time your meter is read, the actual consumption is recorded and your bill is adjusted. You only pay for water actually used.

When I fill up my swimming pool can I get an adjustment on my bill?
Louisville Water and MSD do not offer adjustments on your bill for filling swimming pools.

My bill seems unusually high. Could I have a leak?
Ensuring our customers’ bills are accurate as possible by reflecting the actual water that is used is important. Small leaks in your home can often go unnoticed and quickly add up!  A dripping faucet can waste 15 gallons a day and just a 1/8” sized leak consumes more than 3,500 gallons per day. It is easy to find most leaks; however, some can go undetected. If your bill is unusually high, a little investigation can save both water and money.

To find out if you have a leak, you may want to check:

  • Your toilet - It is not uncommon to lose thousands of gallons a week to a toilet leak. You can check for leaks by putting 10 drops of food coloring in the tank (red or green are best) and let it sit overnight without flushing. If the color shows up in the bowl, you have a leak that needs to be repaired.
  • Dishwasher and clothes washer - Look for drips or stains underneath or behind these appliances.
  • Indoor and outdoor faucets - Replace worn gaskets and washers.
  • Sprinkler systems - Check for damaged sprinkler heads and system leaks.

How is the amount of my statement determined? The amount of water a customer uses over a period of time is measured in gallons. Water use varies depending on the season and the size of your home. We read your meter to determine how many gallons are used over the billing period. We multiply this usage by your rate to calculate your bill.

Where do I find my account number? Your customer account number is at the top right of your statement. Please use this number when requesting information about your account.  Enter the first 7 digits of the account number.  It often begins with a zero.  Do not enter the number after the dash.

What is the Water Service Charge? This is a fixed minimum charge included in the bill for us to serve our customers. It is designed to help defray some of the monthly administrative and fixed costs involved in providing service to each customer. These costs include, but are not limited to, maintaining the meter and the infrastructure that brings water to your home.

How can I obtain my account balance? Call 502.583.6610 or toll free at 1.888.535.6262. Make sure you have your account number handy. You will be asked to enter the first 7 digits of the account number.  It often begins with a zero.  Do not enter the number after the dash.

What payment options are available? We offer many different payment options for your convenience.  Click here to learn more.

What if I know I am going to have trouble paying my bill this month? If you receive a bill that is more than you expected and you know you will have trouble paying it by the due date, we encourage you to contact us right away. Our representatives will be happy to work with you to establish satisfactory payment arrangements. We want to help you find a way to keep your service so you don't have the added burden of a disconnect fee.

What can I do if I can't make a payment on time? Can I obtain a payment extension? If you are unable to pay your bill before the due date, call our automated service at 502.583.6610 or toll free 1.888.535.6262 to request an extension. (Please have your account number available when you call.) If you cannot pay your bill, please call us immediately to discuss payment arrangements.

What if my payment isn't made until the day before my service is scheduled to be disconnected? If your service is scheduled for disconnection and you are concerned about the timeliness of your payment, call our Customer Care Center at 502.583.6610 or toll free 1.888.535.6262 to confirm the receipt of your payment.

Water Assistance Programs
When you need assistance paying your bill, you should not have the additional worry of where to go to ask for help. We want to help you find assistance, so we put together a list of community agencies available to you in the Louisville Metro area.

If you're faced with a bill that you think you won't be able to handle, or if your service has already been shut off for nonpayment, please contact our Customer Care Center at 502.583.6610 or toll free at 1.888.535.6262.  Our Representatives are available Monday - Friday, 8am-7pm.  They can usually work out a solution that will allow you to keep service.

If you still need assistance…

  • Contact one of our Payment Assistance Program agency partners.
  • Call Louisville Metro Community Services and Revitalization (CSR) at 502.574.4377. CSR assesses eligibility for emergency assistance and refers eligible persons/families to the appropriate Neighborhood Place. Also provides referrals to other emergency and social programs.
  • Call Metro United Way by dialing "211".  Metro United Way offers general information and referrals 24 hours a day, seven days a week.
  • Call one of the Jefferson County Community Action Agencies listed below offering assistance to residents in their area.

Baptist Fellowship Center


Bethlehem Baptist Church


Cabbage Patch Settlement


HELP Ministries of Central Louisville


Christ the King Church / St. Vincent


Fairdale Community Ministries


Fellowship of Concern


First Baptist Church


Fern Creek Highview Church


Highland Community Ministries


Homeless Family Response Team


House of Ruth


Jeffersontown Area Ministries


Kingdom Land Baptist Church


Louisville Metro Human Services


Ministries United South Central Louisville


Neighborhood Place – Barrett


Neighborhood Place – Bridge of Hope


Neighborhood Place – Cane Run


Neighborhood Place – Northwest


Neighborhood Place – South Central


Neighborhood Place – South Jefferson


Neighborhood Place – UJIMA


Neighborhood Place – Valley High


Parkland Baptist Church


Salvation Army


Spirit Anew Ministries


South Louisville Community Ministries


Southeast Assoc - SEAM


Southwest Community Ministries


Sister Visitor


St Albert The Great/St Vincent DePaul


St Brigid Church – Central


St Denis Church – Shively


St Elizabeth of Hungary Par


St Martin of Tours Church


St Matthews Area Ministries


St Wm Church/St Vincent DePaul


St Vincent DePaul – St Ignatius


St Vincent DePaul – Preston


Shepherdsville Assistance


Shively Area Ministries


United Crescent Hill Ministries


Walnut Street Baptist Church


West Louisville Community Ministries