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Customer Service / Billing

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1. What is wastewater?

 Any undesirable liquid (or solid) that you send down the drain from your home or business. Wastewater (sewage) is flushed from toilets, drained from sinks, showers, bathtubs, garbage disposals, washing machines, and dishwashers, etc.

2. What are the fees for being delinquent on my bill?

The due date printed on each bill is the date in which current charges are due. Any unpaid amount outstanding the day after the due date will be assessed a 10% delinquency fee. Past due accounts may also be assessed a $30 Delinquent Administrative Charge for potential shutoff of water. All payments are posted to accounts on the day they are received; postmarks are not considered. Failure to receive a bill does not relieve your obligation to pay by the due date.

3. Can I receive an electronic bill?

Yes, register your account online and you will be automatically enrolled in e-billing. You can opt out at any time by simply unchecking e-billing to resume receiving a paper bill. Remember to update your email address as necessary. Online Bill Pay Website

4. What does the minus sign mean on my bill?

A minus sign indicates you have a credit balance and no payment is due.

5. Why is my sewer bill higher than my water bill?

The wastewater system transports your contaminated water through a complicated network of piping to the wastewater treatment facility.  The contaminants are removed and the treated water is discharged to the environment. Due to the costs of transportation, the variable nature of the contamination, and the extensive treatment needed, this service costs more than delivering clean water to you.

6. Why does it cost more to treat wastewater than drinking water?

To reduce the cost of the treatment process, drinking water providers specifically search for and use well water or surface water that is generally low in contaminants. Wastewater providers do not have this luxury and must process water that contains whatever contaminants are flushed down the drain into the system.    

7. What does the WWTA do with the money from my sewer bill?

The money is used to pay for the transportation and treatment of your wastewater.  It is also used to make repairs and upgrades to the wastewater system.  The WWTA is in the process of an extensive repair and replacement program for the wastewater system.  

8. Why is my water consumption so high?

The WWTA bills sewer by your water consumption. If you believe that your water consumption is high, please contact your water provider.

9. How are sewer rates calculated?

Sewer bills are calculated based off the usage from your water meter through your local water utility. Here’s examples on how to calculate sewer rates:

Tennessee American Water Calculation Example: Usage: 4000 gallons x $13.43/1,000 gallons = $26.13. $26.13 + 8.00 (pslp fee) = $61.72.

Hixson Utility Customer Calculation Example: Usage: 2640 cubic feet (two months). Convert to Gallons: 2640 cubic feet x 7.4805 = 19748.52 gallons (two months). 19748.52 gallons x $13.43/1,000 gallons = $265.22. $265.22 + $ 16.00 (pslp fee) = $281.38..

Red Bank Customer Calculation Example: For the first 1,500 gallons or less, a minimum charge of $26.54. For all over 1,500 gallons, a charge of $13.27 per 1,000 gallons. (4,000 gallons = $26.54 + (4.0-1.5) x $13.27 = $59.71.).

10. My home is on a septic tank. Why do I have to pay for sewer?

Public sewer systems are costly to construct and are funded only through sewer charges.  Tennessee Code Annotated 7-35-201 requires homeowners to pay the appropriate sewer charges, discontinue use of their septic system and connect to the sewer system if it is available When septic tanks fail, it not only impacts the property owner but can impact others as well and the proper disposal of wastewater must be addressed immediately.  If public sewer is not available, the property owner must make repairs if possible or install some type of alternative method of wastewater disposal (which can be very expensive) or the property will be uninhabitable. The immediate availability of public sewer when a property owner is faced with a failing septic system is an enormous benefit.

11. Do I have to call the WWTA to turn sewer service on or off?

No, you will need to call your water provider to have your water disconnected.

12. Who can help me pay my sewer charges?

The WWTA currently does not have an assistance program; however, we can refer you to agencies who may be able to assist you.

13. Are there fees associated with paying my sewer bill?

A $2.25 processing fee will be charged for payments made by credit, debit cards and/or check payments (online, recurring payments and telephone) by JetPay, the company providing the service. There is no processing fee for payments using a checking or savings account when enrolled in auto pay.

14. What happens when I do not pay my sewer bill?

For failure to pay your sewer bill, you may be subject to your water being disconnected.

15. What are the fees for being delinquent on my bill?

The due date printed on each bill is the date in which current charges are due. Any unpaid amount outstanding the day after the due date will be assessed a 10% delinquency fee.

Past due accounts may also be assessed a $30 Delinquent Administrative Charge for potential shutoff of water. All payments are posted to accounts on the day they are received; postmarks are not considered. Failure to receive a bill does not relieve your obligation to pay by the due date.

16. Who can I contact to make payment arrangements?

Please call Customer Service at 423-209-7808.

17. What is the fee for a returned check or debit/credit card payment?

If a payment is returned by your financial institution, WWTA will assess a $35 returned item fee. Any account with 2 or more returned items in the past 12 month period will be placed on a "cash only" status. Declined, returned or stop payments are subject to bank charges adn collection fees.

18. Why do you need my current phone number?

If your account is past due, the WWTA has an automated calling system that will place a courtesy call to phone number listed on your account as a reminder that your sewer service is schedule for disconnection.

19. What do I do if I have a leak? Will you adjust my bill?

If you had a leak that was repaired, please complete the Sewer Fee Variance Request Form and submit it along with the receipt for repairs.

WWTA will review your request and notify you in writing about your variance request. Sewer Fee Variance Request Form

20. Will I be able to receive a credit for filling my swimming pool?

There is an allowance for a one-time pool credit every three (3) years. Customer must submit a variance request form, and upon approval the WWTA will adjust to the average 12-month bill for the month requested. 

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Permits

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1. Who can purchase a sewer tap-on permit?

For a gravity service line, only a Hamilton County licensed plumber can purchase a permit. For a grinder pump installation, the licensed plumber must purchase the permit and the property owner must sign the easement forms. See Sewer Collection Rules and Regulations for Wastewater Collection System Section VI: Fees, E.5 (PDF).

2. How are permit costs paid to the WWTA?

Business checks or cashier’s checks from the plumber are accepted. Please call 423-209-7842 for more information.

3. Will the tap fee be adjusted if a road cut is required?

Yes, the adjusted amount depends on the type of construction. A minimum $50 inspection fee is required. Please call 423-209-7842 for more information.

4. Can an existing service be used for a replacement structure?

Yes, provided the existing service is sized properly and proven to be in good condition by video taping the line. The video tape shall be submitted when obtaining a permit. Please call 423-209-7842 for more information.

5. If I need to tap a 2nd time to my service line, will I have to pay an additional tap fee?

If the 2nd tap is approved by the WWTA, an additional tap fee would not be required; however a permit, an inspection and a $50 inspection fee will be required. Please call 423-209-7842 for more information.

6. Is a permit required any time a repair is being done on a service line?

Yes, the plumber should always pull a permit and a minimum $50 fee is charged. Please call 423-209-7842 for more information.

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PSLP & SLP

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1. What is the Private Service Lateral Program (PSLP)?

The Private Service Lateral Program (PSLP) / Service Lateral Program (SLP) is a three step approach to inspect, test, and repair defective and substandard sewer service lines from homes to the street. The WWTA’s sewage system is comprised of two parts; the public portion maintained by the WWTA, and the private portion historically maintained by the property owner. Generally speaking, for every mile of public sewer line, there is an equal corresponding mile of private sewer lateral lines. The “private” sewer lateral lines are owned by the home or business owner. Private owners are responsible for installing, maintaining and repairing their own lateral, and most do not even know they have a problem and may not know until the sewage backs up into their home or business. Private Service Lateral Program page.

2. What is the cost of the program?

In accordance with the approved WWTA procedures and regulations, beginning May 1, 2009, the WWTA implemented an $8 fee for the Private Service Lateral Program as part of the requirements set forth by TDEC.

3. Who will make the repairs to the lateral lines?

The WWTA will be responsible for the inspection and making the required installations and repairs provided that an approved WWTA Contractor is being used. The property owner may choose to select a contractor/plumbing company that is not a part of the WWTA’s approved Contractors and pay the cost for the inspection and the required installations and repairs. Find a Qualified Plumber.

4. Will the WWTA enter my property without my knowledge to conduct testing?

The WWTA wants to work with homeowners' and will seek homeowner’s permission before doing work on private property.
- A portion of the service lateral will be located on private property. An Easement Document will be sent to all property owners requesting the signatures of all parties. The Easement Document must be notarized, and the WWTA office has Notaries on staff.
- By signing the Easement the WWTA will be authorized to have accessibility to the property in order to install the required clean-outs, inspect and evaluate the service lateral, and perform any necessary rehabilitation to or replacement of the service lateral.
- The Easement Document does not give the WWTA or the WWTA’s Contractor authorization to enter the residence or business without additional permission granted by tenant or owner.
- By signing the Easement Document the property owner is not surrendering ownership of real estate. The WWTA will own the service lateral pipe to address issues related to I&I. Issues that are not related to I&I remain the responsibility of the property owner. Consent and Agreement Form (PDF).

5. What should I do if I have a backup before a Plumber or Evaluation Contractor contacts me?

Only plumbers qualified by the WWTA will be allowed to make repairs in the PSLP.Contacting a plumber that is not pre-qualified with WWTA could result in the homeowner being responsible for the cost of the repairs. You should contact one of these plumbers

6. What is a sewer lateral?

A sewer lateral is a pipe, normally four or six inches in diameter for residential and commercial buildings, that runs underground from the foundation of a home or business and connects to the public sewer main. It is the sewer lateral that carries the sewage away from a home or building and deposits it into the larger public sewer main.

7. What is a cleanout?

A cleanout is an elevated pipe connection that allows access to the sewer lateral. These are usually above ground and covered with a circular cap. These connections give plumbers and contractors access to the sewer lateral to unclog and televise the sewer lateral. Sewer cleanouts are generally located 5 feet from the structure and at the property line near the right-of-way or mainline sewer easement to provide several access points.

8. What is the condition of my sewer lateral?

Most service laterals are not one continuous pipe and may be installed with a variety of pipe materials and methods. Over time, these pipes and their connections deteriorate allowing groundwater and roots to enter the sewer system. These defects are usually not obvious as the pipes are rarely visible from the ground and most go unnoticed by most property owners until a full blockage is experienced.

The true condition of the service lateral can only be determined by an internal closed circuit television (CCTV) inspection of the pipe where the defects can be seen. Older and more established parts of our community tend to have more problems with sewer laterals as these areas were constructed with older pipe materials and standards that do not meet the ones in place today. Modern pipe materials construction practices have improved over the years, however newer laterals can still break, shift, collapse or become inundated with roots and allows I&I into the sanitary sewer system and exfiltration into the environment.

9. What is I&I?

Inflow and infiltration (I&I) is a term that refers to extraneous and nonwastewater flow that enters into the service lateral and sewer main. “Infiltration” is groundwater or rainwater that enters the sanitary sewer from a localized defect such as a broken pipe or unsealed connection. “Inflow” is water from storm water sources such as roof drains, sump pumps, or other devices that have been tied into the sanitary sewer system

10. Does the Private Service Lateral Program (PSLP) / Service Lateral Program (SLP) apply to all WWTA sewers customers?

Only those customers that are served by the gravity portion of the WWTA’s sewer collection system will fall under the PSLP / SLP. The program is designed to systematically evaluate the laterals of each municipal area served by the WWTA and the unincorporated Hamilton County area.

11. How does the WWTA fix a defective sewer lateral?

The WWTA will fix your lateral in 4 phases:
- Phase 1: The plumber assigned to work on your property will check for, and install if necessary, the cleanout closest to your home or building.
- Phase 2: From this cleanout, the Evaluation Contractor will video and test your service lateral.
- Phase 3: Based on the video and testing results, the WWTA will assign work to the plumber that checked the cleanout in Phase 1.
- Phase 4: The Evaluation Contractor will return to your property to test the work performed by the plumber. Note: All repairs to and / or replacements of service laterals will be performed under the direction of a Licensed Master Plumber that has passed a qualification process required by the WWTA. In addition, the plumber will guarantee his/her work for 5 years.

12. Is the WWTA alone in facing this issue?

No, many utilities and municipally owned sewer systems are facing similar challenges to address the order from the Tennessee Department of Environment and Conservation (TDEC), and Environmental Protection Agency (EPA) in accordance to the Clean Water Act to eliminate as many inflow and infiltration and exfiltration sources as possible.