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Customer Service

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Water Customer Service

FAQ Topics

What are the current water rates?
Do you offer a Senior Citizen Discount?

Yes, to qualify for Senior Citizen Discount., you must be sixty-five (65) years of age or older, and your total annual combined household income can not exceed $15,930.00. Once qualified this exempts you from payment of the monthly service charge applied to your monthly water bill. You must complete and return the application to Cobb County Water System, Customer Service Division, 660 South Cobb Dr. Marietta, Ga 30060 or you can fax the application to 770.419.6224.  Visit our Service Request page and click on Residential Service Applications to download the Senior Citizen Discount form in a PDF format (which requires an Adobe Acrobat Reader).

Do you offer budget billing?

No, because budget billing does not promote conservation. A customer on budget billing may not realize that they have a leak or other water-related problems at their property.

Should I continue to pay my bill if my meter is not functioning properly, I am disputing a balance or I have an adjustment pending?

Yes, we recommend that you call our Customer Service center Monday – Friday 7:30 am - 6:00 pm at 770-419-6200 and make a payment or payment arrangement.

What happens if my bill is not paid by the due date?

If your bill is not paid by the due date shown on the bill, you are subject to a $10 late fee and your service may be disrupted.

If my service has been interrupted, is there a reconnect fee?

Yes, there will be a $50 administrative fee during normal business hours. A premium fee of $75.00 is added for after hour service restoration, Monday – Friday between 6:00 PM - 8:00 PM. The premium fee must be paid the next business day by noon to avoid service disconnection.

How often will I receive a water bill?

Approximately every month (every 28-32 days).

I get paid at the beginning of the month. Can you change my billing cycle to coincide with my pay date?

We bill approximately 182,000 customers per month. Because we send out so many bills, we bill customers daily. We have the county split into cycles. We read 1 or 2 cycles per day and bill the same day. Your billing date is based on which cycle you live in. Unfortunately, there is no way for us to manually change your billing cycle.

When do I get my deposit back?

A deposit shall be held on the account for a period of not less than 24 months. After an account has established a perfect payment record for a consecutive 24 months period, the deposit shall be refunded back to the account. A perfect payment record shall mean there are no incidents of delinquency or returned checks or a regular pattern of payment when past due.

Does the Water System accept “Letters of Credit” from other utilities?

No, letters of credit from other utilities are subjective documents and are not regulated, nor is there a standard to which they are compared. We believe requiring a cash deposit on water bill accounts reduces losses thereby assuring the lowest rates for all of our customers.

When should I expect my first bill?

You should expect your first bill within 35 days upon activation. Cobb County Water System strives to read water meters in a consistent manner and reach all of our customers within twenty-eight to a thirty-two-day window.

Can I pay my bill over the phone?

Yes, Customers have the ability to make payments on their account over our Interactive Voice Response System at 770-419-6200. Payments will be posted immediately.

Can I pay my bill online?

Yes. There are two options for paying online. Customers may make an Instant Payment using the Payment Code and the last 4 digits of their Account Number printed on their bill. Customers may also register for online account access where they may view their bills and make payments online. Click here to visit our Bill Pay webpage for more information.

What are the system requirements for using the online payment option?

All major browsers.

Is there a fee for making a Credit Card Payment?

No, our customers may choose to pay with American Express, Master Card, Visa, Discover or Visa/Master Check Card at no charge.

Can I set up recurring monthly payments using the online payment option?

No.

How long does it take the bill to process using the online payment option?

Immediately.

Do you offer electronic billing/paperless statements?

Yes. With this option, you receive an email notification that your eStatement is ready for viewing, then you log into your Cobb Water account to view your eStatement. If you would like to participate in the eStatement program, click the Bill Pay button above to access your online account.  (You may create an online account access through this link if you do not already have one.)  Once logged in, click on Payments in the top menu, then click on “Click Here to Open A New Window To Our Secure Payment System”.  Once in our payment vendor’s website, click on the eStatement Options tab to the left, then select Electronic Delivery. Once you register, your eStatement will replace the statement you currently receive in the mail. You may opt-out of the eStatement program at any time through this website.

Do you offer Automatic Payments?

Not at this time.  Cobb County Water System is in the process of updating our Payment Processing.  The update should be complete in 2-3 months. Once the update is complete Customers will be able to set up auto pay using a bank draft or credit card.  We apologize for the inconvenience.

Can I view my consumption history using the online payment option?

Yes.  Your consumption history is printed on your eStatement.  

What if my consumption goes up into a higher tier because of an extended billing period caused by Cobb County Water System?

Please call Cobb County Water System at 770-419-6200. If Cobb County Water System fails to read within our preferred 28-32 day window and consumption is placed in an upper tier Cobb County Water System will adjust your bill for the difference between the higher and lower tier. This credit is only provided if your usage is pushed into the next tier by our failure to read within that 28-32 day window. For example, if your use is normally 3,000 gallons and you are billed for 4,000 gallons due to an extended billing period; Cobb County Water System will credit the difference between the first tier and the second tier for the 1,000 gallons billed at tier 2.  Visit our current water rates and use our water calculator.

Why are the sewer charges higher than the water charges?

This is primarily due to the cost of building, maintaining, and operating both the sewage collection system and treatment plants capable of removing contaminants in wastewater prior to returning it to lakes and rivers. Our treatment processes meet or exceed all state and federal standards.

Why are street light charges on my water bill?

When the program began for street light service, there was no billing system in place. Utilizing the Cobb County Water System’s existing billing system proved to be cost-effective; whereas, creating a separate street light billing system would have significantly added costs. The street light funds go to the county’s general fund to pay for utility costs and other maintenance associated with providing this service. For street light repairs/outages, please use the online form, or contact your power company at one of the numbers listed below:

Cobb EMC: 770-429-3432
Marietta Power: 770-794-5125
Georgia Power: 1-888-660-5890
Greystone: 770-942-6576
(NOTICE: To report problems with broken or malfunctioning street lights, please click here)

What are the system requirements for using the online payment option?

All major browsers.

How do I apply for water service?

You can apply for service by calling our Customer Service center Monday - Friday 7:30 am - 6 pm at 770-419-6200, in person at the Customer Service Facility 8:00 a.m to 5:00 p.m. located at 660 South Cobb Dr. Marietta, Ga 30060, or visit our online service request page to apply online. Please allow 24 hours to process your order. Same day service is not always available. All applicable fees and deposits must be paid prior to service establishment. Service will not be connected on weekends or holidays.

How do I cancel my water service?

You can disconnect your water service by submitting an online disconnect service application by visiting our Service Request page or by calling our Customer Service center Monday – Friday 7:30 am - 6:00 pm at 770-419-6200.

What are the system requirements for using the online payment option?

All major browsers.

Who do I contact if I have problems using the online website?

You may also contact Customer Service at 770-419-6200 or send them an email. 

If I have a sewer backup, who should I contact?

Contact our Emergency Service at 770-419-6201.  It is available 24/7.

How do I check for water leaks?

A small leak, about the size of the head of a pin, dripping at one drop a second can add up to 7 gallons of water per day. A large leak, the kind most often found in toilets, can waste 200 gallons of water or more per day. Check out the following when you suspect a leak:

  • Faucets – Check faucets in the bathroom and kitchen periodically. Most often, worn washers are the cause of dripping faucets.
  • Sprinkler System – Broken sprinklers heads or damaged underground pipes are common sources of sprinkler system leaks. Watch your system run at least once a month to spot problems early. Usually, leaks are easy to fix. Do-it-yourself books with easy to follow instructions are available at libraries and stores.
  • Toilets – Check for toilet leaks often. The most common cause of a leaking toilet are:
    1. Float device set too high, which causes water to run into the overflow tube and
    2. A warped or cracked flapper. Toilet leak kits are available. The kit contains tablets that are dropped into the toilet tank. After the tablets are placed in the tank wait 15 minutes, then check the toilet bowl. (Remember, don’t flush during this time.) If the water in the bowl changes color, you may have a leak. Download a guide on reading meter and checking leaks.  
If I have a water leak, does the County make repairs?

No, the Water System is not responsible for leaks between the meter and the house or in the house. The maintenance and repair of pipes and fixtures after the water meter are the sole responsibility of the customer. This includes any charges associated with a leak.

Can the County provide a list of plumbers?

No.

Why do I have to pay for water when a pipe bursts at my residence?

It is Cobb County’s responsibility to provide water to all our customers at the water meter location. Cobb County Water System is not responsible for any private plumbing system issues. The home plumbing system consists of all the pipe and fixtures that are on your property after the water meter connection. All repairs and costs associated with a plumbing system failure are the responsibility of the customer. In some cases, Cobb County Water System may offer a nominal leak credit to offset a portion of the costs associated with a leak. Please visit our Leak Credit Eligibility page for more information.

Who do I contact if there is a lot of water pouring out of my meter box or running down the street?

To report a large volume leak, call our 24-hour Emergency Dispatch at 770-419-6201.

Is every property eligible for the program?

This program is available for Cobb County Water System’s customers that are billed commercial water rates including multi-family housing, schools, businesses, hospitality, etc. The property must have been built in 1992 or earlier and have toilets that use more than 1.6 gallons per flush. The goal of the program is to retrofit these properties with high-efficiency fixtures. Buildings constructed during 1993 and after were required to have low flow toilets because the Federal Energy Policy Act of 1992 mandated low flow fixtures in all new construction.

Does my property have to be a Cobb County Water System customer to take advantage of this program?

Yes. In order to qualify for this program, your property must receive a water bill from Cobb County Water System. The rebate is a credit on the account holder’s water bill. We cannot issue a credit if there is no water bill. We do not issue cash or checks for the rebate program.

How can my business participate in the program?

As long as the property was built in 1992 or earlier, the property can purchase EPA WaterSense labeled toilets and submit the original receipts, and proof of both installation and property age to:

COBB COUNTY WATER SYSTEM
Toilet Rebate Program
660 South Cobb Dr.
Marietta, GA 30060

I am the property manager/owner/HOA of a master-metered townhome or condo association.How can we participate?

A master-metered townhome or condo association can participate through the normal application process, but the application must be made by the account holder. Cobb County Water System will only issue a credit to the community’s water account. Any disbursement or credits to individual residents of the community is solely the account holder’s responsibility.

Our community receives one water bill but everyone owns their home can we receive a check so we can reimburse participating residents?

No. Cobb County Water System’s rebate is only issued as a credit on the active water account. Each community will need to agree on how they will credit or reimburse their residents who participate. Cobb Water only has a fiduciary responsibility with the account holder of the master metered water account, not the individual residents within the community. Cobb County Water System will only issue a credit to the community’s water account. Any disbursement or credits to individual residents of the community is solely the account holder’s responsibility.

I own my condo, but I do not receive a water bill from Cobb County Water System. I pay for water through my condo association can I get a rebate for my toilet?

Condo associations can participate in the program, but rebate credits will be applied to the association’s water account. We cannot give individual rebates to condo owners without a Cobb County Water System account. We only have a fiduciary relationship with our account holder. If the condo association wishes to participate in the program, the association president or management company should review the procedure for participating in the rebate program and determining how they will credit participating residents.

What toilets are eligible for a rebate?

Only toilets that have received the USEPA WaterSense label are eligible for a rebate of $50.00 per toilet up to 100 toilets or $5,000.00 per property. These toilets have been certified by a third party to ensure high performance and long-term water savings. Look for the WaterSense Label to ensure the product installed qualifies for the rebate.

Do I have to rebate the entire property to participate in the rebate?

No, but we will only process one commercial rebate per property. It is most beneficial to the property to rebate as many toilets as possible at once. The cap on the rebate program is 100 toilets per property. How a property handles this is up to them.

What do I do with the old toilets we replaced?

Cobb County Water System does not require that the property recycle the old toilets but they highly recommend that the toilets be recycled. Patterson Inc. in Mableton has the ability to recycle these toilets. Information about Patterson is listed below.

For 1-3 toilets, the fee is $5 per toilet.

For a pick-up load of 4-10 toilets, the fee is $185.00 – the same charge for a 12-yard dumpster, the smallest dumpster Patterson provides.

For more information, call 404-505-1449 or email [email protected]

Patterson Industries, Inc.
5800 Riverview Road
Mableton, GA 30126

If you choose not to recycle, you will need to discuss disposal with your waste hauler.

Can Businesses qualify for this commercial rebate program?

Yes. This program is available for all non-single family residential customers.

Is every customer eligible for the Toilet Rebate Program?

This program is available for Cobb County Water System customers whose homes were completed before 1993. The goal of the program is to retrofit such homes with low flow fixtures. Homes constructed during 1993 and after already have low flow toilets because the Federal Energy Policy Act of 1992 mandated.

I live in a condo/townhome. Do I pay a water bill to Cobb County Water?

Master metered townhome and condo associations are considered multi-family accounts. These residents are not eligible for the single-family program since it is a credit applied to the participant's water bill.

Master metered townhome and condo associations are considered multi-family accounts. These residents are not eligible for the single-family program since it is a credit applied to the participant's water bill, the community may be eligible for our commercial program.  Information can be found in the Commercial Toilet Rebate FAQ.

Do I have to be a Cobb County Water System customer to take advantage of this program?

Yes. In order to qualify for this program, you must be a customer of Cobb County Water System. City water customers are not eligible for this program.

What if I have a special plumbing situation and have to buy a product not on the list?

If you have a particular plumbing situation where none of the approved toilets will fit in your existing home, please contact Cobb Water at 770-419-6244, prior to purchasing them to discuss the situation.

How do I participate in the program?

Eligible customers can visit the WaterSense website to view the list of approved toilets and download an application above or receive the information by contacting the Water Efficiency Office at 770-419-6244. After purchasing the toilet and having it installed, the customer must complete the application and send it, along with the original receipt, to the Water Efficiency Office at 660 South Cobb Dr. Marietta, GA 30060. To ensure you receive the credit, please include the model number of the toilet, removed from the box, if not listed on the receipt. The application will be reviewed, and provided funding is still available for the program, a credit will be issued on the customer's water bill.

Will I automatically get my credit?

The toilet rebate program has a designated annual budget. Customers are advised to check with the Water Efficiency Office to see if funds are available. The Water Efficiency Office cannot guarantee funds will be available when your application is received. The customer must have purchased a toilet from the approved lists and be in a home built prior to 1993.

What is a WaterSense High-Efficiency Toilet?

These toilets are the only toilets eligible for a $100.00 rebate. WaterSense is the Environmental Protection Agency's labeling program for water efficiency, modeled after the Energy Star labeling program. The WaterSense labeled toilets only use an average of 1.28 gallons of water per flush and have passed rigorous third-party testing standards.

Why do the lists have tanks and bowls listed separately?

Most toilets are sold in two pieces. Be sure to get both a tank and bowl that are listed together on the toilet lists. A representative at the retailer should be able to assist you with this. Make sure and bring the lists with you to the retailer.

Do I have to buy the toilet at a particular store?

No. As long as the toilet is WaterSense labeled, a customer can buy it from any retailer, even online, but we do need the original invoice sent in with the application. Cobb Water System advises customers to keep a copy of the receipt, for their records.

Is there anything else I need to buy with the toilet?

It may be possible that a new wax ring or additional bolts may be needed when purchasing the toilet. Please work with your retailer or plumber to ensure you have all the equipment you need to have a working toilet.

I have more than one toilet. Can I receive a credit for more than one toilet?

Yes. Cobb County Water System realizes many homes in Cobb County have more than one bathroom. The program is limited to three toilets per household.

Do I have to hire someone to install the toilet?

No. The decision on installation is up to the individual customer.

Are all of these toilets available at all retailers?

Probably not. Cobb County Water System has informed local retailers about the program and encouraged them to carry stock. No retailer will have every toilet, but approved toilets are available locally.

Can Businesses qualify for this program?

The residential toilet rebate program is for single-family customers only.  We now have a commercial rebate program and you may be eligible.  More information can be found in the Commercial Toilet Rebate Program.  

What if I own rental property. Can I get the rebate?

If the property meets the program qualifications a rebate will be issued as a credit to the water bill of the account holder at the rental property. If you are not the account holder it will be credited to the current water account holder's bill (renter). Cobb County Water System will not become involved in renter landlord disputes.

I heard the drought level changed. Can I still water every day?

Yes.  On October 18, 2019, The Director of the Georgia Environmental Protection Division declared a Level I Drought Response for 103 Counties in Georgia, including Cobb County.  Outdoor irrigation is permitted 7 days a week before 10AM and after 4PM.  Cobb County Water System encourages water conservation to protect our water resources. 

Can I still wash my car or pressure wash my house any day too?

Yes. There are no restrictions on car washing or pressure washing during non-drought or Level 1.

 

If I don’t have an automated sprinkler do I have to water with a hose before 10 AM or after 4 PM?

No. The new rules allow hand watering with a shut-off nozzle any time of the day any day of the week.

What if I have a little league game scheduled and we need to water the field to cool it down at 2 PM?

Sports fields and parks are exempt from the hourly restrictions. These areas may be watered any time any day of the week.

What about drip irrigation?

Drip irrigation is completely exempt from the outdoor rules it may be used any day or anytime.

What exemptions exist to non-drought or Level I restrictions?
  • Commercial Agriculture.
  • Alternative sources of water (grey water, rainwater, condensate, etc.)
  • Irrigation of food gardens
  • Irrigation of newly installed or reseeded turf for the first 30 days.
  • Drip irrigation or soaker hoses.
  • Hand watering with a shut-off nozzle.
  • Water from a private well.
  • Irrigation of plants for sale.
  • Irrigation of athletic fields, golf courses or public recreational turf.
  • Installation and maintenance of irrigation systems.
  • Hydroseeding.
Can I have a charity car wash?

Yes. There are no restrictions on car washes in non-drought or a Level I Drought Response.

Can I run the fountains at my property?

Yes. There are no restrictions on fountains in non-drought or a Level I Drought Response.

How do I test to see if my lawn needs water?

Use the step test to evaluate if your lawn needs to be watered: 

  • Place your foot firmly on your turf area.
  • Watch how quickly the turf springs up to cover your footprint.
  • If the turf springs up immediately (a few seconds) your turf is probably not in need of watering.
  • If the footprint remains or the turf slowly rises to eventually cover it your turf is in need of a deep watering.
How do I know if my plants need watering?

 Visually Inspect plants to see if they require water before irrigating on your day.

  • Check plants in the early morning or late evening. Plants checked in the heat of the day will always appear to need water.
  • If the plant is wilting; yellow or grayish in appearance; has dried edges or browning, or loss of flowering the plant is probably in need of water.

For more information on proper plant and landscape maintenance visit our Outdoor Water Use page or call the Water Efficiency Office at 770-419-6374.

Why does my water taste and smell funny?

Different factors can affect the taste and smell of your water. To report problems with your water use our online report form or call our Customer Service center Monday – Friday 7:30 am – 6:00 pm at 770-419-6200.

Why is my water “cloudy” or “milky” colored?

When water has been shut off at the main, this sometimes causes air in the lines. The color that you are seeing is probably due to this. You can check by filling a glass with water and letting it sit for a short time. If the water clears up, there is air in the line. To remove air from the line, turn on the cold water taps in your house and let them run for 5-10 minutes.  If water discoloring persists, email us the issue you are experiencing.  

What are the white particles in my water?

This may be due to a faulty dip tube in your hot water heater. Sometimes the plastic in the tube breaks down and this can clog your faucets and showerheads.

Who can I contact for water quality questions and concerns?

Click here to submit an online inquiry about your concern with drinking water discoloration, taste, and/or Odor or you can contact our Customer Service center Monday – Friday 7:30 am – 6:00 pm at 770-419-6200.

You may also be interested in checking out our annual report on the quality of water that meets the federal Safe Drinking Water Act (SDWA) requirements, information on the source of our water, and the health risks associated with any contaminant. Click here to visit our Water Quality Reports Resource Library.

What are the rates and fees for renting a fire hydrant meter?
What are the current outdoor water use restrictions?
Where can I find information on toilet rebate?
I have an open drainage ditch on my property. Does the County maintain that for me?

The property owner is responsible for the maintenance of open ditches on their property.

Do I have to notify other utilities that there will be excavation on my property?

Yes, before proceeding with your excavation, remember to "Call Before You Dig"! Georgia state-wide phone numbers are 811 and 1-800-282-7411, and in metro Atlanta 770-623-4344. You may also go to the Georgia811 website at georgia811.com for more information.

If the Water System has to make repairs, how long will the water be off?

The repair crew will work as efficiently as possible until the repair is completed. Unless some complications arise, you can expect to have the water turned on within 8 hours.

I reported a leak in the road over a week ago and it is still not fixed. How long does it take?

Cobb County takes management of the system very seriously. We have a leak repair prioritization policy. The most severe leaks, causing the most damage and water loss, are repaired first. Due to limited staff, this may mean smaller leaks take a little more time to repair.

What should I do if my pipes are making noise?

Usually, noise from pipes results from air in the lines. Go to the water spigot at the front of the house and run the water for a few minutes. Next, go to the highest point in the house, usually an upstairs shower. Turn on the cold water in the shower for approximately 5 minutes. The air in the pipes should rise to the highest point and be released, alleviating the noise problem.

What is an Easement?

An easement is a right provided to a person or entity to use someone else's property. The property owner usually transfers this right while retaining ownership through execution of an easement document. See our brochure entitled "Easements: What You Should Know," (PDF) for more information on easements with the Cobb County Water System.

Answer for more help.

Our Customer Service Representatives are available Monday - Friday 7:30 am - 6:00 pm at 770-419-6200 or you can email us.