Atlanta Watershed: How Water Service, Billing, and Infrastructure Work in the City

If you live in Atlanta, you’ll likely hear people talk about “Atlanta Watershed” when they mean the city’s water department. Officially, this is the City of Atlanta Department of Watershed Management (DWM)—the agency that handles your drinking water, sewer service, stormwater, and much of the city’s flood control.

This guide walks through what Atlanta Watershed does, how water and sewer service work in Atlanta, how to get help with bills or leaks, and what to do in common real-life situations.

What Is Atlanta Watershed?

The Department of Watershed Management is the City of Atlanta’s utility agency for:

• Drinking water (treatment and delivery)
• Wastewater / sewer (collection and treatment)
• Stormwater management (drains, culverts, some flood mitigation)
• Water quality protection (streams, rivers, and reservoirs serving the city)

If you have an Atlanta water bill, need your water turned on or off, see a water main break, or have sewer backing up, you’ll be dealing with Atlanta Watershed.

Key functions:

• Maintain and repair water mains, pipes, hydrants, and meters
• Treat and deliver safe drinking water to homes and businesses
• Collect and treat wastewater from sinks, showers, toilets, and drains
• Manage stormwater runoff through catch basins and drainage systems
• Oversee capital projects like pipe replacements and sewer upgrades
• Enforce water and sewer regulations within city limits

Main Atlanta Watershed Contacts and Service Locations

General Customer Service

For most customer issues—billing questions, starting or stopping service, and basic account help—use:

• Customer Service Phone: 404-546-0311
• 24-Hour Emergency / Water & Sewer Issues: 404-658-6500

When you call, have your account number or service address ready, plus any recent bill if it’s a billing-related question.

Service Centers and Mailing

The main administrative and customer service functions are typically managed from central city offices. Many residents now handle most tasks online or by phone, but in-person support may be available at designated customer service locations, such as:

• City of Atlanta – Department of Watershed Management
  72 Marietta St. NW
  Atlanta, GA 30303

For bill payments by mail, check your current bill for the exact payment mailing address, which may be a dedicated payment processing address.

Because office hours and in-person services can change, it’s wise to call ahead to confirm current hours or whether you need an appointment.

How Water and Sewer Service Works in Atlanta

Who Gets Service From Atlanta Watershed?

Within City of Atlanta limits, most homes and businesses receive:

• Drinking water service from the city
• Sewer service from the city (or sewer-only service in some border areas)

In parts of the metro area outside city limits—such as unincorporated Fulton, DeKalb, or other nearby counties—water and sewer may be managed by the county instead. If you’re unsure, your water bill header will say which utility serves you.

How Your Water Reaches the Tap

In broad terms, here’s how water service works in Atlanta:

1. Source water: Atlanta draws raw water mainly from the Chattahoochee River and storage in reservoirs like Lake Lanier and other local sources.
2. Treatment plants: City treatment facilities clean and treat the water so it’s safe to drink.
3. Distribution system: A network of mains, smaller pipes, and service lines delivers water to your meter and then into your home.
4. Meter: Your water usage is measured at the meter for monthly billing.

Atlanta has some very old infrastructure, especially in neighborhoods like Grant Park, Old Fourth Ward, West End, and parts of Southwest and Southeast Atlanta. That’s why residents sometimes see frequent repairs, road closures for pipe work, or occasional low-pressure periods.

Understanding Sewer and Stormwater in Atlanta

When water goes down your drains or toilet, it enters the sewer system:

• Sanitary sewer: For wastewater from homes and businesses.
• Combined systems (in some older areas): Stormwater and sanitary sewer in the same pipes.
• Stormwater system: Catch basins, culverts, and ditches that manage rain runoff.

Atlanta’s older combined systems can experience overflows during very heavy rain, especially in low-lying neighborhoods near creeks and streams. Watershed Management invests in sewer separation, storage, and upgrades to reduce this risk.

Setting Up, Transferring, or Stopping Water Service

Whether you’re moving into a Midtown apartment, buying in Buckhead, or leaving the city, you’ll likely need to deal with water service changes.

Starting New Water Service

If you’re moving into a property in the City of Atlanta:

1. Confirm service provider: Verify that the address is served by City of Atlanta Watershed (check with your landlord, seller, or property manager).
2. Gather documents:
   • Government-issued ID
   • Lease, closing documents, or proof of occupancy
   • Social Security Number or business tax ID (for commercial accounts)
3. Contact Watershed Customer Service:
   • Call 404-546-0311
   • Be prepared to provide your move-in date and service address
4. Pay any required deposit:
   • Some customers may be required to pay a deposit, depending on credit history or account type.

Tip: If you’re renting, ask your landlord whether water is included in your rent or billed separately. Some multi-family buildings keep the account in the owner’s name and bill tenants internally.

Transferring Service Within Atlanta

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

• Call customer service to close the old account and open a new one.
• Provide final and starting dates, and make sure your final bill for the old address is settled.

Stopping Service When Moving Out

If you’re leaving the city or your name should no longer be on the account:

1. Call customer service and request a service termination date.
2. Provide a forwarding address for your final bill or refund (if any).
3. Confirm that the final meter reading and closing bill are processed.

This helps prevent unexpected charges if a new resident doesn’t immediately set up their own account.

Reading and Managing Your Atlanta Water Bill

Your monthly bill from Atlanta Watershed usually includes:

• Water charges (based on consumption)
• Sewer charges (often tied to water usage)
• Stormwater fees (based on property characteristics)
• Service fees, taxes, or adjustments where applicable

Common Questions About Bills

Why is my bill so high?

Atlanta residents often worry about sudden spikes. Common reasons include:

• Leaks (running toilets, underground leaks, dripping faucets)
• Seasonal use (irrigation, filling a pool)
• Estimated readings: If a meter can’t be read, the bill might be estimated, and then corrected later.
• Billing errors: Occasionally, accounts can be misread or mis-coded.

If your usage jumps and your household habits haven’t changed, it’s worth:

• Checking inside for running toilets or dripping fixtures.
• Looking outside for wet spots in the yard or near the meter.
• Calling Watershed to ask about the reading and request a recheck if necessary.

Payment Options

Typical payment methods include:

• Online payments via the city’s utility portal
• By phone using the automated system
• By mail to the address listed on your bill
• In-person payments at authorized locations (when available)

⚠️ Late payments can lead to late fees and eventual service disconnection, so if you’re having trouble paying, it’s important to reach out early.

Bill Disputes, Adjustments, and Assistance

Disputing a Water or Sewer Bill

If you believe your bill is wrong:

1. Call customer service: 404-546-0311
2. Be ready with:
   • Your account number
   • Specific billing periods in question
   • Any supporting details (meter reading concerns, repair receipts)
3. Ask for:
   • A meter re-read
   • A billing review or account audit

You may be asked to follow up in writing or provide documentation if the issue is complex.

Leak Adjustments

For qualifying leaks that have been repaired, Atlanta Watershed may offer bill adjustments, typically reducing the sewer portion and sometimes part of the water usage for the leak period.

To pursue a leak adjustment:

• Repair the leak and keep receipts or invoices.
• Call customer service and ask about the leak adjustment process.
• Submit any required forms and documentation within the allowed timeframe.

Policies can differ depending on whether the leak was inside the home, underground between the meter and the house, or on the city side of the meter.

Financial Hardship and Payment Arrangements

Many Atlanta residents occasionally struggle with a high bill or temporary hardship. Watershed may offer:

• Payment plans or installment arrangements
• Information about assistance programs operated or coordinated with local agencies for low-income or vulnerable customers

If you need help:

• Call customer service and explain your situation.
• Ask whether you qualify for extended payment arrangements or assistance referrals.

Reaching out before you miss payments can help protect you from disconnection.

Reporting Leaks, Main Breaks, Sewer Backups, and Water Quality Issues

Atlanta’s aging infrastructure means residents sometimes deal with:

• Street flooding or sinkholes
• Water main breaks
• Sewer backups into homes or yards
• Discolored water or low pressure

Emergencies and Urgent Issues

Use the 24-hour emergency line for:

• Active water leaks in streets or sidewalks
• Sewer backups into homes or streets
• No water at your property (not due to nonpayment)
• Sudden low pressure affecting an area
• Major water quality concerns (strong odors, unusual colors after flushing)

Emergency / Service Line (24/7): 404-658-6500

When calling, provide:

• Exact location (address or intersection)
• Description of the issue (leak, backup, no water, etc.)
• Any immediate hazards (flooding, sinkholes, traffic risks)

What Happens After You Report a Problem

Typically:

1. A crew or inspector is dispatched to assess the situation.
2. If it’s on the city side of the line, Watershed performs repairs.
3. If it’s on the private side (your house plumbing or private line), the homeowner or property owner is usually responsible for repair.

For sewer backups, especially where property damage occurs, it’s important to:

• Document the event with photos and video.
• Keep records of cleanup and repair costs.
• Ask about the city’s claims process if you believe damage is related to city infrastructure.

Water Quality and Boil Water Advisories in Atlanta

Residents in Atlanta occasionally see boil water advisories, usually after:

• Major water main breaks
• Significant pipeline repairs
• Sudden changes in system pressure

What a Boil Water Advisory Means

During a boil water advisory, residents are typically advised to:

• Boil tap water used for drinking, cooking, brushing teeth, and washing dishes.
• Use bottled water as an alternative.
• Follow any specific instructions from Watershed about flushing lines once the advisory is lifted.

Advisories are usually temporary and limited to specific neighborhoods or service areas. Local news outlets and official city communications often share which streets or zones are affected.

If you’re in an apartment or office building, management often posts notices in common areas or communicates through email or resident portals.

Stormwater, Flooding, and Atlanta’s Watershed Areas

Atlanta’s hilly terrain and heavy storms can create flash flooding and drainage challenges. The Department of Watershed Management plays a major role in:

• Maintaining storm drains and catch basins
• Managing culverts, channels, and certain detention ponds
• Planning and installing flood control measures

Common Stormwater Concerns

Residents often contact Watershed about:

• Clogged or blocked storm drains
• Standing water on streets that doesn’t drain after storms
• Erosion near creeks or drainage channels
• Flooding near low-lying intersections or underpasses

You can usually report clogged drains or recurring street flooding through the city’s service request system or by calling customer service and describing the drainage problem.

Living Near Atlanta Streams and Creeks

Neighborhoods near creeks like Proctor Creek, Utoy Creek, Intrenchment Creek, and Peachtree Creek may:

• Be more prone to flooding during heavy rain
• Have floodplain restrictions affecting building and renovation
• Fall under special stormwater management rules

If you own property near a creek:

• Check whether you’re in a floodplain or buffer area.
• Be cautious about building close to stream banks.
• Report significant erosion or bank collapse that threatens infrastructure or homes.

Roles and Responsibilities: City vs. Property Owner

It’s important to know where Atlanta Watershed’s responsibility ends and yours begins.

Typical Responsibility Breakdowns

Actual responsibility can vary with specific circumstances. When in doubt, call Watershed to ask whether an issue is on the public or private side.

Construction, Road Closures, and Long-Term Projects

Many residents in Atlanta are familiar with orange cones, lane closures, and detours tied to water and sewer projects. These often involve:

• Replacing old cast-iron or clay pipes
• Upgrading undersized mains for better pressure and fire protection
• Lining or rehabilitating sewer lines to reduce breaks and infiltration

If work is happening in your neighborhood:

• You may receive door hangers, mailers, or posted notices about scheduled water outages.
• There may be temporary discoloration of water after work, which often clears after running taps for several minutes.
• Heavy construction can sometimes cause noise, dust, and traffic disruptions, but is usually temporary.

If you have concerns about a particular project near your home, you can contact Watershed and ask for:

• The project name or ID
• A project manager or contact person
• Expected timelines for completion

Practical Tips for Atlanta Water Customers

A few simple habits can save time and money:

• Know your main shutoff valve: In case of a burst pipe or major leak inside your home, knowing where your shutoff is can prevent extensive damage.
• Monitor your bills: If usage suddenly spikes, investigate promptly—catching leaks early can reduce both damage and costs.
• Protect outdoor pipes: In rare but possible cold snaps, insulate or drip exposed pipes to reduce freeze risk.
• Keep meter and curb area clear: Avoid burying or blocking your meter box with landscaping or pavement; crews need access for maintenance and accurate readings.
• Report recurring issues: If you notice chronic low pressure, frequent sewer odors, or regular street flooding, document dates and times and share them with Watershed; patterns help staff prioritize fixes.

Quick Reference: Atlanta Watershed Basics

• Agency Name: City of Atlanta Department of Watershed Management
• Primary Role: Drinking water, sewer, and stormwater services within city limits
• Customer Service (Billing / Accounts): 404-546-0311
• 24/7 Emergencies (Leaks, Breaks, Backups): 404-658-6500
• Typical Customer Tasks:
  • Start, transfer, or stop water service
  • Ask about high bills or bill adjustments
  • Report leaks, main breaks, or sewer backups
  • Get information on boil water advisories, stormwater, or construction projects

For anyone living in or moving to Atlanta, understanding how Atlanta Watershed works—and how to navigate its services—can make dealing with water, sewer, and stormwater issues much easier and more predictable.