STATEMENT OF CLARIFICATION:

For simplicity’s sake, all customers, whether male or female, are referred to by pronouns suggesting male gender. All use of the words “he”, “him” or “his” is meant to include both genders and in no way is to be construed as being discriminatory.


HWEA office hours 7:30 am – 5:00 pm

HWEA can accept payment from walk-in customers via credit card / debit card. This type of payment only applies to water, sewer, stormwater and sanitation bills.

FEE SCHEDULE:

                                Office Hours                        After Hours
                              (Monday-Friday)        (Weekends & After 4:00 pm)
Service                  7:30 am – 4:00 pm
Meter connect....….....$20.00 ...............................$35.00
Service calls .......…...$20.00 ............…................$35.00
Returned checks …....$25.00
Meter testing.......…...$20.00


REQUESTING SERVICE:

The Hopkinsville Water Environment Authority does not require a deposit for water and sewer service. To make a request for these services, the customer must come to our business office at 401 East Ninth Street. The customer must then provide the following:

1. A legal identification with customer’s picture and signature.
2. Immediate payment for any accounts due that have not been paid.
3. A correct address for the requested service.
4. A date and time that our servicemen can meet them at the address to connect service.
5. A $20.00 service charge payment. (Refer to fee schedule)


ENDING SERVICE:

When water and sewer service is no longer needed, the customer will need to come to our business office. The customer requesting termination must bring identification containing a picture and signature. The customer will provide a disconnection date and a forwarding address. To have service disconnected the same day, the customer must be in our office no later than 3:00 pm.


PAYMENT EXTENSION:

Hopkinsville Water Environment Authority customers are billed on a monthly basis. The due date of an account is based upon the physical location of the connection. A rate schedule is available upon request. The Authority recognizes that there are times when a customer may have trouble paying his bill by the due date. We will extend the payment date with regard to the following:

1. The due date on the next bill has not occurred.
2. A disconnect order has not been issued.
3. The customer has complied with all past agreements with the Authority.
4. The late charge must still be paid.


LATE CHARGES:

The Hopkinsville Water Environment Authority extends to our customers a five-day grace period in which the customer may pay his bill without a penalty. If payment is not received after five days, a penalty is charged. For payments received through the mail, we honor the postmarked date. The next amount of the bill, the penalty amount, and the gross amount are shown on the water and sewer bill. Termination of service may occur if total payment is not received. Failure to receive a bill in no way releases the customer from due dates or penalties.


DELINQUENT PAYMENT:

When a customer falls behind in keeping his water and sewer bill payment current, the Hopkinsville Water Environment Authority may terminate his water 15 days after the due date. Service will be restored only after the arrears and a $20.00 service charge have been paid. As an incentive the customer may pay both the arrears and the current amount billed, thereby foregoing the service charge. When a customer does not respond by bringing his account up-to-date, the water meter is then removed. All charges incurred on the account plus the service charge must be paid before the water and sewer service can be restored.


PROCEDURE FOR RETURNED CHECKS:

When a customer issues a check to the Hopkinsville Water Environment Authority that is rejected by the bank, the customer is expected to pick the check up from the bank immediately. If the customer does not pick up the check, the Authority will pick up the check and discontinue water and sewer service until the amount of the check, a $25.00 returned check fee and $20.00 service charge is paid. If the check is not picked up after 2 days, the meter will be removed and the final bill and service charges will have to be paid.


ADJUSTMENT POLICY:

The Hopkinsville Water Environment Authority realizes that there are times when a customer will have a water leak. Keeping in mind that the water and sewer charges are based on the actual cost of treatment and supply, the Authority will allow only one adjustment to a customer’s water and sewer bill per twelve-month billing period. Adjustments will be credited to the customer’s account based on the previous six-month average. All of the sewer overage and half of the water overage will be deducted after the leak has been repaired. Customers are encouraged to have a non-sewered meter installed for filling of swimming pools, watering of lawns, etc., since no adjustments are made for these activities.


DOOR TAG NOTICES:

The Hopkinsville Water Environment Authority may issue door tags to customers for the following:

1. Excessive water use.
2. Irregular water use.
3. Returned checks.
4. Order to contact our office.


SANITATION BILLING:

The Hopkinsville Water Environment Authority bills and collects sanitation fees strictly as a service for the Hopkinsville Solid Waste Authority. All garbage collections are handled through their department. Therefore, any questions or comments must be directed to the Solid Waste Authority at 270-887-6245.


SURFACE & STORMWATER BILLING:

The Hopkinsville Water Environment Authority bills and collects stormwater fees strictly as a service for the Hopkinsville Surface and Stormwater Utility.  If you have any questions, please contact the Surface and Stormwater Utility at 270-887-4035.  Please do not call HWEA regarding any questions about the stormwater fee on your bill.  HWEA only bills and collects for the Surface and Stormwater Utility.


LOCATIONS FOR BILL PAYMENT:

Our customers are encouraged to pay their water and sewer bills at their most convenient location. Besides our location at 401 East Ninth Street, the following locations accept payments for the Hopkinsville Water Environment Authority:

1. Hopkinsville Electric System

If daytime payment is not convenient for our customers, they may use our after hours payment box at the rear of our building at 401 East Ninth Street.  Access to the after hours payment is off of 10th Street. 


TESTING OF WATER METERS:

If a customer feels that his water meter is not registering the correct amount of water used, he may request to have that meter tested. The Hopkinsville Water Environment Authority will remove the meter in question and have it tested by an independent certified meter testing shop. If the water meter is registering more than 100% of the actual water usage, the Authority will adjust the customer’s bill and pay for the testing of the water meter. If the meter registers 100% or less of the actual water usage, the customer will be charged the meter test fee and the original amount of the bill.


ACCESS TO PREMISES:

A basic provision of the Authority’s water and sewer utility rights is that Hopkinsville Water Environment Authority personnel have access to the customer’s premises to inspect, repair, and service our water and sewer system. These services will be conducted at reasonable hours unless there is an emergency.

INTERRUPTIONS IN SERVICE:

The Hopkinsville Water Environment Authority strives to supply its customers with uninterrupted water and sewer service. There are times of course, when repairs to our system may interrupt these services. If at all possible, the Authority will notify the customer of service interruption. Under emergency conditions though, it is not always possible to notify customers before the water or sewer is shut down. The Authority assumes no responsibility for damages or claims as a result of any interruption of service.


RIGHT TO A HEARING:

The Hopkinsville Water Environment Authority will provide a hearing process for the customer when there is a dispute with the Authority. Claims involving nonpayment of billed charges, damage to Authority property, or other service related problems will be heard by the Office Manager.  If the claim is not resolved by the Office Manager, then the customer may request a hearing with the General Manager. The customer and the Authority have a right to legal representation at the meeting. The customer’s service will not be disconnected during the hearing process.


AUTOMATIC CHECK WITHDRAWAL:

The Hopkinsville Water Environment Authority offers to its customers the advantage of having their water and sewer bill payments deducted directly from their checking account. This relieves the customer of having to pay a late charge due to oversight. The following criteria must be followed:

1. The customer must have a checking account. It does not have to be on a local bank.
2. The customer will need to complete and execute the form provided by the Authority allowing funds to be deducted from his checking account.
3. The customer will be notified of the amount and date of each payment.

If more than two checks are returned for any reason within a twelve-month period, the customer will be removed from the automatic check withdrawal service.


METER TAMPERING:

It is unlawful for anyone other than Hopkinsville Water Environment Authority personnel to make any adjustments, changes, alterations, or connections to HWEA meter services. If evidence indicates any form of tampering, the customer being served at that location will be responsible for all damages and water loss, in addition to all other penalties that may be provided by law.


WATER, SEWER AND FIRE PROTECTION FEES:

The following conditions and charges for water, sewer, and fire protection services are for property owners within the city limits of Hopkinsville. Any property owner requesting these services outside of the city limits of Hopkinsville, must include a deed restriction that permits annexation by the City of Hopkinsville and withdrawal from an agricultural district, if applicable.

WATER AND SEWER CONSTRUCTION REBATES:

The Hopkinsville Water Environment Authority may allow extensions of water and sewer mains when adequate pressure and quantity is available and when approved by the Authority. Developers shall bear the entire cost of such installation including mains, manholes, sewer laterals, engineering plans, specifications, and construction inspection.  Developers are eligible to recover 50% of their costs for the construction of sewer mains under the following conditions:

For each customer served by the extensions, the Authority will refund to the developer 50% of the sewer revenue collected from each customer for a period of five years. The annual rebate amount to the owner / developer will be calculated on a per lot basis. Each lot within the development, as defined by the final plat, will be eligible for the 5 year rebate period, which will begin on the date that the meter is set for the lot. Only lots where meters have not been set by the effective date of this policy will be eligible to participate in the rebate program. This rebate policy will apply only to active developments participating in the rebate program. No development that has received 50% of the total approved for rebate or has had the 5 year period expire can participate under the policy.

Such refund shall in no instance exceed 50% of the cost paid by the developer for the extension of utility lines. Rebates will be refunded in May of each of the five years. The five year period will begin on the day utility service is made available to the lot.  Contact the Technical Services Director at 887-4129 for complete Information.

INFORMATION TO CUSTOMERS:

The Hopkinsville Water Environment Authority shall provide customer information regarding rates and service policies upon request. The Authority will also provide a statement of monthly consumption for the previous twelve months of a customer’s account upon request by that customer. The Authority may utilize information channels such as newspapers, radio, mail, and/or television to inform customers about rate and service policies.

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