The Water Works, Gas & Sewer Board welcomes you to our City and we hope you will find Jacksonville a pleasant place to live.  We hope the following information will answer any questions you may have about your service.  Please feel free to call us at 435-7657 if you have additional questions.

DEPOSITS

A deposit is required for water and/or gas service for each address where someone is living.  The deposit is $50.00 for water and $100.00 for gas, and may be more if your credit with the Board requires.  This deposit is held until you move from the area and at that time it is applied to your final bill.  However, after thirteen (12) bills have been paid on time (by the 10th) you may request that your deposit be refunded.  Any refund will be in the form of a credit on your account.  Interest is not paid on deposits.  If you should move from one address to another, your deposit may be transferred to your new address only if the bill at your current residence and a $10.00 transfer fee is paid in full.  Deposits may not be transferred from one person to another.

BILLING

All water and gas meters are read between the 15th and 25th day each month.  Bills are mailed the last working day of each month.  You will receive your bill around the first of each month which shows your past and current meter readings, usage, and the amount due (including state utility tax, sewer service, garbage, and health and sanitation charge).

PAYMENTS

WE GLADLY ACCEPT CASH, MONEY ORDERS AND PERSONAL CHECKS.  We do not accept debit or credit cards.

If  your bill is paid on or before the due date, the net amount is due.  If the bill is paid after the due date, the gross amount which includes a 10% penalty must be paid.  If the due date falls on a weekend or holiday, the net amount may be paid through the next working day.  Failure to receive your bill does not excuse you from paying the bill.  Failure to pay your bill ten days after the due date can result in discontinuance of service.  If you did not receive your bill, please call the office at (256) 435-7657 to find out the balance due.  If the service is disconnected, the total amount of the bill and a $30.00 reconnection fee must be paid before service can be restored.

ADDRESS CHANGES

Please be aware that the Post Office does not forward our mail.  If you need your bill mailed to a new address on either a temporary or permanent basis, you must call our office.

METHODS OF PAYMENT

We accept personal checks and cash.  When paying by check, please write your account number on your check.  We are sorry, but we do not accept check/debit cards, credit cards, or counter checks.  To pay with a counter check, your bank must encode your account number on the check.

DISCONTINUING SERVICE

When leaving Jacksonville, please notify our office of the date you will be moving so that we may discontinue your service.  Your meter will be read and water and/or gas turned off on the day specified by you and a FINAL BILL will be sent to you at your forwarding address at the time of the next billing.  Any deposit(s) still on file will be applied at this time.  The Post Office DOES NOT forward our mail.  If you place a request to forward mail with the Post Office but do not contact our office, you will not receive your bill in a timely manner.

RETURNED CHECKS

A $30.00 fee will be charged for each returned check we receive.  Returned checks must be picked up with cash by noon the day following customer notification.  If the check is not picked up by this deadline, the service will be discontinued without further notice.

The check amount, insufficient check fee, and a cut-on fee must all be paid before service can be restored.

SUMMER WATERING  DISCOUNT

For your June 1 through your October 1 billing, we offer a 20% discount on the sewer portion of your bill if you plan to do excessive watering of your lawn or garden, or if you have a swimming pool.  This discount only applies to sewer charges and not to water charges.  The discount is not automatic and must be requested each year by calling our office at (256) 435-7657.  We suggest you call in early May in order to receive the full advantage of the discount.  You are not eligible for the discount if you have a separate meter for irrigation purposes. The Board reserves the right to rescind the discount for customers whose water usage does not vary in the summer.

OFFICE HOURS

The office is open Monday through Friday (8:00 to 4:30).  For your convenience, we have a drive-thru window open from 8:00 am to 4:00 pm.  For all after hour emergencies, call the Jacksonville Emergency Dispatch at (256) 435-7911.

GARBAGE SERVICE

The Water Works bills for the garbage service, but transfers these funds to City Hall each month.  If you have any questions about garbage service, please call AWS at 237-7219 or City Hall at (256) 435-7611.  The H&S charge on your bill is for “health and sanitation”.  It is a charge levied by the City for management of the landfill, and is not a fee for service.  It is transferred to City Hall each month with the garbage fees collected.

RULES & REGULATIONS GOVERNING SUPPLY AND CONSUMPTION OF GAS & WATER

1.      A customer who has damaged Water Works, Gas & Sewer Board equipment or tampered with the lock on a meter set may be refused service and/or charged for damages.  Such occurrences may be prosecuted to the fullest extent of the law.

2.      In the event the meter fails to register consumption in whole or in part, the customer will pay such reasonable sum as is ascertained to be due for the period involved.

3.      The customer shall be liable and shall pay for all gas and/or water passing through the meter until it is turned off.  When the termination of service is requested, the customer must ensure that the Water Works, Gas & Sewer Board receives written or verbal notice at least one day prior to the desired date of termination.

NATURAL GAS FACTS AND SAFETY PRECAUTIONS

Natural gas is lighter than air, nontoxic, odorless, and colorless.  An odor that smells like rotten eggs is added to natural gas so that you can smell it.

IF YOU SMELL GAS INSIDE OR OUTSIDE YOUR HOME OR BUSINESS, OR IF YOU HEAR A HISSING SOUND OF ESCAPING NATURAL GAS, FOLLOW THIS PROCEDURE:

1.      DO NOT operate any electrical switches, appliance controls, or plug in / unplug anything from an electrical outlet.

2.      DO NOT use the telephone in the building.

3.      Get everyone out of the building immediately.

4.      Leave the door open.

5.      Use a neighbor’s telephone or cellular phone outside the building to call the Water Works, Gas & Sewer Board (435-7657) Monday - Friday between 8:00 a.m. and 4:30 p.m. or the Jacksonville Fire Department (435-7911) after hours and on weekends.  DO NOT use a cordless phone if the base is located inside the building.

Want the comfort and convenience of a gas water heater or gas logs? 

Call us at 435-7657 to see how to get a free gas tap at your home!