City of Atlanta Department of Watershed Management: What Residents Need to Know

The City of Atlanta Department of Watershed Management (DWM) is the city agency responsible for drinking water, wastewater, and stormwater services. If you live, work, or own property in Atlanta, this department affects you every time you turn on a faucet, flush a toilet, or when it rains.

This guide walks through how the Atlanta Watershed Department works, how to get help, pay your bill, report problems, and what to expect as an Atlanta customer.

What the Department of Watershed Management Does in Atlanta

The Atlanta Department of Watershed Management oversees:

• Drinking water treatment and distribution
• Wastewater collection and treatment
• Stormwater and drainage systems
• Water quality protection and regulatory compliance
• Infrastructure upgrades and maintenance (pipes, pumps, treatment plants)

In practical terms, the department:

• Delivers treated tap water to homes and businesses
• Collects sewage and sends it to treatment plants
• Manages storm drains, culverts, and some flooding concerns
• Works to keep rivers and creeks around Atlanta cleaner
• Handles water and sewer billing for most city addresses

If your address is inside the City of Atlanta limits, you are likely a Watershed Management customer, even if your mailing address just says “Atlanta” but is actually in a nearby city or county.

Main Contact Information and Office Locations

For most water and sewer issues, billing, or account questions, you’ll interact with the Customer Service Division.

General Customer Service

• Main Customer Service Phone: 404‑546‑0311
• Customer Service Center (downtown)
  • Location commonly used: near Atlanta City Hall / City Hall Tower area in downtown Atlanta
  • Services typically include: starting/stopping service, billing questions, payment plans, and account updates

Because specific room numbers and walk‑in policies can change, it’s best to call first to confirm hours and whether an appointment is needed.

Mailing Addresses You May See on Bills

Your water bill may list a payment mailing address or a correspondence address for the City of Atlanta Department of Watershed Management. These addresses are typically set up for:

• Mailed payments
• Disputes or written inquiries
• Returned checks or official notices

Always use the most recent address printed on your current bill, since government mailing addresses can occasionally change.

Starting, Stopping, or Transferring Water Service in Atlanta

If you’re moving into or out of the city, you’ll need to work with Watershed Management to handle your water account.

Starting New Service

You generally need to:

1. Contact Customer Service by phone (404‑546‑0311) or via the city’s online service portal.
2. Provide:
   • Full name
   • Service address
   • Mailing address (if different)
   • Date you want service to begin
   • Identification details requested by the department
3. Be prepared for:
   • A service deposit (often for new accounts or if there’s limited credit history)
   • Possible connection fee

Tip: 🗓️ Contact the department several business days before your move‑in date to avoid delays in service.

Stopping Service (Move‑Out)

When moving out of a City of Atlanta address:

• Call Customer Service with:
  • Your account number
  • Move‑out date
  • Forwarding address for final bill or refund
• The department may:
  • Schedule a final meter reading
  • Issue a final bill and apply your deposit if applicable

Transferring Service

If you’re moving from one Atlanta address to another within city limits:

• Ask about transferring your existing account to the new address.
• This can simplify deposits and billing, especially if your prior account is in good standing.

Understanding Your Atlanta Water and Sewer Bill

Most Atlanta customers receive a combined water and sewer bill from the Department of Watershed Management.

Common Charges on Your Bill

You may see:

• Water usage – based on how many gallons or units you used
• Sewer charges – often related to the amount of water used
• Base or service fees – flat charges to help cover system maintenance
• Stormwater fees – in some areas, a fee related to drainage and runoff
• Past due amounts or payment plan installments – if applicable

How Your Bill Is Calculated

The bill is typically based on:

• Measured consumption from your water meter
• Rate tiers – higher usage may be billed at higher per‑unit rates
• Local policies for how sewer and stormwater fees are set

If your bill suddenly spikes:

• Check for leaks (running toilets, dripping faucets, irrigation issues)
• Compare your current usage to prior months
• Contact Customer Service if you suspect a meter or billing error

Ways to Pay Your Water Bill in Atlanta

The City of Atlanta Department of Watershed Management generally offers several payment options:

1. Online

You can typically:

• View your bill
• Pay with credit/debit card or bank account
• Set up automatic payments in many cases

Online accounts are often linked to either your account number or service address plus other identifying information.

2. By Phone

• Call the automated payment line listed on your bill or the main customer service number for guidance.
• Have your account number and payment method ready.

3. By Mail

• Mail a check or money order to the payment address printed on your current bill.
• Include your account number on the check or money order.

4. In Person

The city typically allows in‑person payments at designated payment centers or City of Atlanta service locations. Before going:

• Call Customer Service to confirm:
  • Accepted payment methods (cash, card, money order, etc.)
  • Current office hours
  • Any special entry procedures

Water Quality and Safety in Atlanta

Atlanta’s drinking water comes from surface water sources and is treated at city‑operated plants. The Department of Watershed Management is responsible for:

• Treating and disinfecting water
• Testing water quality regularly
• Meeting state and federal drinking water standards

Water Quality Reports

Like most major cities, Atlanta typically provides:

• An annual water quality or consumer confidence report
  • Shows test results for various contaminants
  • Explains how Atlanta’s water compares to regulatory standards

If you’re concerned about taste, odor, or appearance:

• Run the water for a few minutes from a cold tap.
• Check if the issue is in one faucet or the whole house.
• Contact Watershed Customer Service if you suspect a system‑wide issue or need clarification.

Reporting Water, Sewer, and Drainage Problems

The Department of Watershed Management handles a wide range of service issues.

Common Issues to Report

• Water main breaks (water gushing from street or sidewalk)
• Low or no water pressure
• Sewer backups in the street or on your property
• Manhole overflows
• Missing or damaged manhole covers
• Clogged storm drains causing localized street flooding
• Suspected water quality issues (strong odors, discoloration)

How to Report

You can usually report issues by:

• Phone:
  • Use the main Watershed Customer Service number (404‑546‑0311) or the dedicated emergency/after‑hours number if provided on your bill.
• City service request system:
  • Many Atlanta residents use the city’s 311 or online service request tools to log water, sewer, and drainage problems.

For urgent issues like major leaks, sewer overflows, or flooding risks, call rather than emailing or submitting only online to get faster attention.

Typical Service Responsibilities: City vs. Property Owner

Understanding what the city covers versus what you must handle is crucial.

General Pattern in Atlanta

While exact boundaries can depend on city code and your property layout, a common breakdown is:

To confirm:

• Ask Watershed Management where the public vs. private line boundary is for your specific address.
• Review any city diagrams or handouts provided when you set up your account or request service.

Dealing With High Bills, Leaks, and Adjustments

Many Atlanta customers contact the Department of Watershed Management over unexpectedly high bills.

Steps if You Get a High Bill

1. Check your usage history on the bill.
2. Inspect for:
   • Running toilets
   • Constantly dripping fixtures
   • Wet spots in your yard
   • Irrigation system leaks
3. Call Watershed Customer Service to:
   • Verify the meter reading used
   • Ask if there were estimated readings that are now being corrected
   • Inquire about possible leak adjustment policies

Leak Adjustments

In some cases, if you had a verified leak that was promptly repaired, the department may:

• Offer a partial adjustment on sewer charges
• Ask for plumber invoices or repair documentation

Policies can change, so confirm the current rules and documentation requirements with Customer Service.

Stormwater and Flooding Concerns in Atlanta

Atlanta’s hilly terrain and heavy rainstorms can cause:

• Street flooding
• Overwhelmed storm drains
• Erosion on private property
• Localized basement or crawlspace flooding

The Department of Watershed Management usually handles:

• Public storm drains and inlets
• Drainage systems in the public right‑of‑way
• Some floodplain and watershed planning

Homeowners are generally responsible for:

• Grading and drainage on their property
• Private yard drains, gutters, and downspout extensions
• Managing runoff in a way that doesn’t damage neighboring properties

If you notice:

• A clogged storm drain in the street
• Repeated street flooding at an intersection
• Eroded public ditches or channels near your property

You can report these conditions to the Department of Watershed Management or through the city’s service request system.

Construction, Development, and Permits

If you are:

• Renovating a property
• Adding new water or sewer connections
• Developing commercial or multifamily projects
• Doing work near streams, culverts, or major drainage features

You may need to work with Watershed Management for:

• Tap permits or new water meters
• Sewer capacity review
• Stormwater management plans and detention requirements
• Compliance with erosion and sediment control rules

For specific guidance:

• Contact the appropriate Watershed permitting or technical review division through the city.
• Ask how your project type is handled and what submittals are required.

Assistance Programs and Payment Help

Some Atlanta residents may qualify for bill assistance or payment arrangements, especially during financial hardship.

Common forms of help include:

• Payment plans to spread out large balances
• Possible late fee adjustments in certain situations
• Referral to community or nonprofit assistance programs active in the Atlanta area

To explore options:

• Call Watershed Customer Service and ask about current assistance or hardship programs and eligibility requirements.

Quick Reference: When to Call the Atlanta Watershed Department

Use this checklist to decide when to contact the City of Atlanta Department of Watershed Management:

• You’re starting, stopping, or transferring water service
• Your water bill seems unusually high
• You need help setting up a payment plan
• There’s no water or very low pressure at your address
• You see a water main break or large outdoor leak
• A sewer manhole is overflowing or you see sewage in the street
• A storm drain is clogged and causing street flooding
• You need information about water quality at your address
• You’re planning construction or renovation that involves water, sewer, or stormwater

For almost any water, sewer, or drainage question inside city limits, the Department of Watershed Management is the central point of contact and the primary agency responsible for helping Atlanta residents resolve issues and keep services running.