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Customer Service

Mission Statement

To provide safe drinking water for all residential, commercial, and industrial customers while meeting all Federal and State standards at the lowest possible cost with the highest quality, efficiency, and integrity.

 

New Service Application

1) Fill out our New Service Application.

2) Provide us with a copy of your TN Driver's License or some other acceptable form of identification.

3) Mail your application and your identification to:

  • RWUD
  • P.O. Box 450
  • Russellville, TN 37860

-- OR --

Email your application and your identification to: waterapps@rwud.com

-- OR --

Fax your application and your identification to: (423) 586-5150


REQUIREMENTS FOR APPLICATION OF SERVICE

  1. VALID DRIVERS LICENSE OF APPLICANT (COPY TO BE PUT ON FILE)
  2. SOCIAL SECURITY NUMBER OF APPLICANT
  3. FULL PAYMENT OF ANY PAST DUE ACCOUNTS FOR APPLICANT(S)
  4. APPLICATIONS WITH MULTIPLE NAMES ON AN ACCOUNT MUST MEET ALL ITEMS SHOWN ABOVE

Consumer Confidence Reports

Current Rates & Services

THE FOLLOWING TABLE REPRESENTS THE WATER RATES IN EFFECT AS OF JAN 2017:

3/4 INCH METER
FIRST 2,000 GALLONS
$21.00 + TAX (MIN)

1 INCH METER
FIRST 2,000 GALLONS
$31.00 + TAX (MIN)

1.5 INCH METER
FIRST 2,000 GALLONS
$59.00 + TAX (MIN)

2 INCH METER
FIRST 2,000 GALLONS
$108.00 + TAX (MIN)

2,001 GALLONS & UP
FOR ALL METERS
$5.50 PER 1,000 GALLONS + TAX


THE FOLLOWING TABLE REPRESENTS THE TAP FEES IN EFFECT JAN 2017:

UP
TREATMENT PLANT UPGRADE
$0.30 PER 1000 GALLONS + TAX

ST
STATE OF TENNESSEE
$1.30 APPLIED ONCE ANNUALLY

XS, YS, ES
MUNICIPAL SEWER
RATES VARY BY PROVIDER


THE FOLLOWING TABLE REPRESENTS THE SERVICE CHARGES IN EFFECT JAN 2017:

OWNER
WATER ONLY
$50.00

OWNER
WATER/BG SEWER ONLY
$70.00

RENTAL
WATER ONLY
$100.00

RENTAL
WATER/BG SEWER
$120.00

10 DAY
WATER ONLY
$20.00

10 DAY
WATER/BG SEWER
$30.00

10 DAY
WATER/MUS SEWER
$30.00

REACTIVATION
UP TO THREE MONTHS
$25.00

RECONNECTION
DELINQUENT FEE
$15.00

RETURN CHECK
RETURN CHECK FEE
$23.00


GENERAL BILL AND PAYMENT INFORMATION

  1. SERVICE CHARGES ARE NON-REFUNDABLE AND ARE NOT CONSIDERED A DEPOSIT FOR ANY BILL
  2. ALL BILLS ARE DUE ON THE 10TH OF THE MONTH
  3. METHODS OF PAYMENT: CASH, CHECK, MONEY ORDERS, BANK DRAFT, DEBIT/CREDIT CARDS
  4. MAIL CHECKS TO PO BOX 450 RUSSELLVILLE, TN 37860. MAKE CHECKS PAYABLE TO RWUD
  5. ONLY CASH, CHECK, AND MONEY ORDERS ACCEPTED AT THE DRIVE THRU WINDOW
  6. AFTER HOURS COLLECTION BOX IS LOCATED AT THE DRIVE THRU WINDOW
  7. PAYMENTS ARE ACCEPED ONLINE AT RWUD.COM OR BY CALLING (423) 586-2232
  8. ACH DRAFTS WILL BE PROCESSED ON THE 10TH DAY OF THE MONTH. IF THE 10TH FALLS ON A WEEKEND OF HOLIDAY THEN ACH DRAFTS WILL BE PROCESSED EITHER THE 1ST BUSINESS DAY BEFORE OR AFTER THE SCHEDULED DATE
  9. ALL TRANSACTIONS MADE AFTER 3:30 PM WILL BE PROCESSED THE NEXT BUSINESS DAY
  10. SEWER RATES ARE SET BY MUNICIPAL ORDINANCES BASED ON WATER CONSUMPTION
  11. DELINQUENT ACCOUNTS (AFTER 4:00 PM ON THE THE 10TH) WILL HAVE 10% ADDED
  12. DELINQUENT ACCOUNTS NOT PAID BY 7:00 A.M. ON CUT‐OFF DAY ARE CHARGED A $15 RECONNECTION FEE. DELIQUENT BILLS PAID AFTER 3:30 ON CUT-OFF DAY WILL BE RECONNECTED THE FOLLOWING BUSINESS DAY
  13. RUSSELLVILLE WHITESBURG UTILITY DISTRICT DOES NOT SEND OUT SECOND NOTICES
  14. A $25.00 REACTIVATION FEE WILL BE ADDED TO RESTORE SERVICE IF NOT PAID WITHIN 2 DAYS AFTER DISCONNECTION
  15. ALL ACCOUNTS CONSIDERED DELINQUENT (NON‐PAYMENT, BAD CHECK, ETC.) WILL BE TURNED OFF AND ALL CHARGES/FEES MUST BE PAID IN FULL BEFORE SERVICE WILL BE RESTORED
  16. THEFT OF SERVICE AND DAMAGE TO UTILITY PROPERTY CAN BE PUNISHABLE BY LAW

Water Education

“Service will be reinstated only during regular working hours, Monday through Friday unless the customer’s account is designated as an EMERGENCY MEDICAL SERVICE. All payments for delinquent accounts received prior to 3:00 PM will be processed and service reinstated the same business day. However, all payments for delinquent accounts received after 3:00 PM will be processed but service reinstated the following business day.“

Date of Approval: March 25, 2009

Effective Date: March 26, 2009

“The customer shall pay all costs for the discontinuance of service and any reconnection. The charges for these services are as established by the Board from time to time. Currently, the items required by the Customer to re-establish service are as follows:

  • Any outstanding (old) bill(s)
  • Current bill(s)
  • Any late charge(s) and/or penalty(s)
  • Reconnection fee ($15.00)
Note: Reconnection fee shall be automatically added to all delinquent accounts at 9:00 A.M. on the day of cut-offs.

All items shown above shall be paid in full during normal business hours prior to any restoration of service(s) and will be restored in accordance with the Discontinuance of Service Policy (Reconnection Days) adopted on March 25, 2009.”

Date of Approval: October 27, 2009

Effective Date: October 28, 2009

Please open Sample Bill-Front for a description of what is on the front of your bill and open Sample Bill-Back for a description of what is on the back of your bill.

Please open Sample Bill Codes for a description of what is on your bill.

  • Locate your water meter. It is normally found at the property line in the front yard.
  • Be sure that no one is using water. Read and record your meter reading.
  • There is a hand that looks some what like a second hand on a watch. Note its position. Observe the position of this hand for 2 to 3 minutes. If it moves, there is a leak.
  • There may also be a small triangle or a star shaped device on the dial (look at the center of the illustration at right). If it is moving, water is leaking.
  • You may have a water cut-off valve inside your house. If so, close the valve. If the meter is still moving, your leak is between the meter and the valve location. Look for wet spots in the yard. This type of leak is often difficult to locate, so you may need to call your local plumber.
  • If the meter flow indicator hand stops when the cut-off valve is closed, the leak is in the house beyond the cut-off valve. Turn the valve back on and check under the house for leaks.
  • Check the water level in the commode. It should be at least 1/2 inch below the top of the overflow tube.
  • Some leaks are very small. A leak that runs 24 hours a day will add up to a large water bill.
  • To determine the size of a leak, read your meter before you leave for work or before going to bed—any long period of time when there will be no water usage. (Be sure that icemakers and any other type of automatic water devices are turned off). After several hours, read the meter again. Subtract the difference. This number represents the size of the leak. If your meter registers in cubic feet rather than gallons, multiply the number by 7.5 to determine the number of gallons leaked.

Have a leak repaired quickly!

You are responsible for all the water that goes through your meter.

Delaying repairs can be costly!

$$$$$


©1994 Tennessee Association of Utility Districts

Each month we read nearly 7,000 accounts during the first 5 days of each month.

Radio read meter accounts are recorded by a computer and record usage every hour of every day for three months. Manual read meter accounts are recorded by hand and are recorded only once per month.

All accounts (radio and manual) are initially recorded and then all are doublechecked based on the usage. If the usage is greater than times the average, the account is noted and checked for a 3rd time in the field. An account with an "abnormal" usage is noted at the home with a yellow card in mailbox or door.

The useful life of a meter is typically 15 years. During that time, the meter can begin slowing down or even completely stop. But as for reading too fast, it is physically impossible for the components of the meter to do this. (Meters are like humans, as they get older, they slow down).

A running toilet can use up to 200 gallons per day.

Taking a bath can use up to 70 gallons per day.

Taking a 5-minute shower can use 10-25 gallons per day.

Two things that typically go bad causing your toilet(s) to leak:

  • The plastic valve can go bad and water runs into the overflow.
  • Flapper hangs on the chain or does not seal with the bottom of bowl.

To check a leaking toilet, take the ceramic lid off the back of the tank and add Kool-Aid or food coloring. Wait a couple of hours to see if any of the coloring goes into the bowl. If the water in the bowl changes color, then the valve or flapper is leaking. (You may have to repeat several days because of slight pressure fluctuations and usage in your home can cause the valve and/or flapper to not work properly. ...especially when you are not paying too close of attention).

First, make sure NO water is on inside your home. Second, go to your meter and look at the slow leak indicator (small triangle on the meter). If this is turning, then there is water going through your meter to somewhere inside or outside your home and that means there is a leak.

First, go to the main shut-off valve in your home and turn it off. Second, go out to your meter and look at the slow-leak indicator (small triangle on the meter). If it is turning with the water OFF, you have a leak BUT you have narrowed it down between the shut-off valve and the meter. If it is NOT turning with the water OFF, your leak is somewhere after the shut-off valve (in the house).

"... the customer will be immediately issued a Notice of Violation. After issuance of the Notice of Violation, the customer will have three (3) business days to respond to said violation(s). On the fourth day, the District will disconnect service at said property until:

  • the item(s) relating to the Notice of Violation have been resolved in mediation between the District Manager and customer, or
  • mediation between the District Manager and customer have been resolved and a $250.00 violation payment, service call charge of $15.00, total labor charge of $50.00 and any replacement parts required for reconnection and/or repair.
Replacement part costs are as follows:
  • Locking Device $25.00
  • Replacement of yoke $ 150.00
  • Cock or Angle Valve $100.00
    A second Notice of Violation will result in the permanent loss of service.

Date of Approval: March 25, 2009

Effective Date: March 26, 2009


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