Atlanta Department of Watershed Management: How It Works and How to Get Help

The Atlanta Department of Watershed Management (DWM) is the City of Atlanta’s main agency for drinking water, wastewater, and stormwater services. If you pay a water bill in Atlanta, deal with a sewer backup, or worry about flooding on your street, you’re interacting with what this department oversees.

Below is a practical guide to what the department does, how services work in Atlanta, Georgia, and how you can get assistance as a resident, property owner, or visitor.

What the Atlanta Department of Watershed Management Does

Atlanta’s Department of Watershed Management is responsible for:

• Drinking water – treating and delivering clean water to homes, businesses, and public facilities
• Wastewater – collecting and treating sewage from homes and businesses
• Stormwater – managing rain runoff, drainage systems, and some local flooding issues
• Infrastructure – maintaining water mains, sewer lines, manholes, hydrants, and related facilities
• Customer service and billing – water/sewer accounts, bills, payment plans, and service questions

If you turn on a tap, flush a toilet, or see a storm drain in the City of Atlanta, it’s most likely part of a system managed or overseen by Watershed Management.

Key Services for Atlanta Residents

1. Water and Sewer Service

If you live inside the City of Atlanta (including many parts of Fulton and DeKalb Counties), DWM is usually your water and sewer provider.

Common reasons Atlantans contact the department:

• Start or stop water service (moving in or out of a home or apartment)
• Transfer an account to a new address
• Report low water pressure or no water
• Ask about high water bills
• Confirm if a property has city sewer or septic

Many residents handle routine account changes through the watershed customer service center or by phone.

2. Water Bills and Payment Options

Atlanta’s water/sewer bill typically includes:

• Water usage charges (based on consumption)
• Sewer charges (often tied to water usage)
• Stormwater fee (based on property characteristics)

You can usually:

• Pay online, by mail, by phone, or in person
• Set up automatic payments through a bank account or card
• Request a payment arrangement if you’re behind
• Dispute a bill you believe is incorrect

If you see an unusually high bill in Atlanta, common causes include:

• Leaks (running toilets, underground leaks, faulty irrigation systems)
• Unknown continuous water use
• Misread meters or meter issues (less common, but possible)

When disputing, Atlanta customers are often asked to:

• Provide account information
• Explain the concern (date, amount, suspected cause)
• Show any plumber reports or repair records if a leak was fixed

3. Emergency Issues: Leaks, Breaks, and Sewage Backups

For urgent water or sewer problems, the department operates a 24-hour emergency line.

Examples of emergencies:

• Water main breaks (water gushing into the street, loss of water service)
• Sewage backups into homes, businesses, or yards
• Manhole covers missing or damaged
• Strong sewage odors from public lines
• Major hydrant leaks

For issues inside your home or private plumbing, residents typically must call a licensed plumber, but if you’re unsure whether the problem is on the city side or private side, you can still contact Watershed to investigate.

4. Stormwater and Flooding in Atlanta

Because of Atlanta’s heavy rainstorms and hilly terrain, stormwater is a major focus.

Watershed Management is involved with:

• Storm drains and inlets along city streets
• Public drainage ditches and certain culverts
• Managing runoff to reduce flooding and erosion
• Reviewing developments for stormwater compliance

You can usually contact the department to:

• Report clogged drains or standing water that doesn’t clear after storms
• Report erosion issues tied to city drainage infrastructure
• Ask whether a flooding issue is related to city systems or private property grading

For homes in low-lying areas or near streams, residents often also consider flood insurance and work with private contractors, but Watershed may provide guidance on drainage or city responsibilities.

How to Contact the Atlanta Department of Watershed Management

Below is a quick-reference summary of typical contact routes many Atlanta residents use. Always verify hours and availability, as they can change.

Many Atlantans also contact ATL 311 (the city’s general service line) for non-emergency watershed issues, and 311 will route the request to the correct DWM division.

Main Facilities and Offices (Atlanta-Focused)

While locations and hours can change, these are the types of facilities Atlantans often interact with:

• Customer Service Center(s) – For in-person help with water bills, starting and stopping service, and account issues.
• Watershed Management Headquarters / Administrative Offices – For policy questions, programs, and certain permits.
• Water Treatment Plants & Wastewater Treatment Plants – Not usually places most residents visit, but they are the backbone of Atlanta’s drinking water and sewage treatment systems.
• Field Operations Yards – Where crews are dispatched for repairs, inspections, and emergencies.

If you’re planning to go in person, many Atlanta residents call ahead to confirm:

• Current hours of operation
• Accepted payment methods in person
• Whether an appointment is required

Starting, Stopping, or Transferring Water Service in Atlanta

If You’re Moving Into Atlanta

When you move into a house or apartment that uses City of Atlanta water, you generally need to:

1. Open an account – Provide identification and occupancy details.
2. Provide move-in date – So the city knows when to start billing you.
3. You may need to provide lease or ownership documents in some cases.

Renters in multi-unit buildings sometimes have water service handled by the property management company; in that case, you may not deal with DWM directly.

If You’re Moving Out

To avoid paying after you leave:

1. Contact DWM before your move-out date.
2. Request final meter reading and service termination.
3. Provide a forwarding address for any final bill or refund of deposit (if applicable).

Understanding Water Quality in Atlanta

Atlanta’s drinking water is treated and monitored under federal and state standards. The Department of Watershed Management typically:

• Operates multiple water treatment plants
• Regularly tests for microbiological, chemical, and physical water quality parameters
• Publishes periodic water quality reports (often annually) for the public

If you’re in Atlanta and have questions about water quality, you can:

• Request or review the most recent water quality report
• Call customer service to ask about taste, odor, or color concerns
• Ask whether a specific issue might be related to city lines or internal plumbing (older buildings in Atlanta sometimes have aging pipes that can affect in-building water quality)

For individual health concerns, residents typically consult a medical professional, but for system-level quality questions, DWM is the main source.

Sewer Backups and Your Responsibilities

Sewer issues are a common concern in some older Atlanta neighborhoods.

In general:

• The City of Atlanta is usually responsible up to the public sewer main in the street or right-of-way.
• Property owners are usually responsible for the private sewer line from the building to the city connection.

If you experience a backup:

1. Call the Watershed emergency line quickly to report the issue and request an inspection.
2. The city may send a crew to determine if the issue is on the city side or the private side.
3. If it’s a city main or city-owned portion, crews typically work to clear blockages or repair lines.
4. If the problem is determined to be on private property, owners usually need to hire a licensed plumber or sewer contractor.

Because Atlanta has a lot of mature trees and older pipes, root intrusion and aging infrastructure can be factors in backups.

Stormwater Fees and Drainage in Atlanta

Most property owners in Atlanta see a stormwater fee on their water/sewer bill. This helps fund:

• Maintenance of storm drains, pipes, and outfalls
• Projects to reduce flooding and erosion
• Regulatory compliance for stormwater discharges

If you’re concerned about drainage on or near your property:

• Ask the department about how stormwater responsibilities are divided between the city and the property owner.
• Report blocked inlets or damaged stormwater structures in the public right-of-way.
• Discuss options such as grading, swales, or private drainage improvements with a contractor if the issue is confined to private property.

Help for Low-Income or Vulnerable Customers

Many large cities, including Atlanta, offer:

• Payment plans or extensions for overdue water bills
• Possible assistance programs for qualifying low-income households
• Options to avoid shutoffs if certain conditions are met and arrangements are made

If you think you might qualify, it’s important to:

• Contact Watershed customer service early, before the bill becomes severely delinquent
• Ask about hardship, senior, or disability-related options, if relevant
• Provide any requested documentation by the stated deadlines

Community organizations in Atlanta sometimes also help residents navigate water bill challenges or connect them with aid.

What Visitors and Businesses in Atlanta Should Know

If you’re visiting Atlanta:

• You don’t usually interact directly with the Department of Watershed Management, but your hotel, restaurant, or venue likely receives water and sewer service from the city.
• If you notice a water main break, broken hydrant, or severe leak while walking or driving, you can report it through city channels or by phone as a member of the public.

If you own or operate a business in Atlanta:

• You may need commercial water accounts and, in some cases, special permits (for example, if you discharge certain types of wastewater or operate food service with grease traps).
• Larger users sometimes work with the department on backflow prevention, meter sizing, and industrial pretreatment requirements.

Always verify specific requirements with Watershed Management or your design professionals, especially for new developments or renovations.

How to Get the Most Out of Watershed Services as an Atlanta Resident

To keep things smooth and avoid surprises:

• ✅ Keep your contact info current on your water account so the city can reach you.
• ✅ Check bills promptly and question unexpected spikes as soon as you see them.
• ✅ Report leaks, breaks, and backups quickly to limit damage and clarify responsibility.
• ✅ Avoid flushing wipes, grease, and debris that can clog sewer lines in Atlanta’s older system.
• ✅ Keep leaves and trash away from storm drains near your property to help prevent localized flooding.

Understanding how the Atlanta Department of Watershed Management works makes it easier to manage your home, business, or visit in the city. If you’re unsure which division to call, starting with customer service or the city’s general information line and describing your issue clearly is usually the fastest way to get routed to the right place.