Customer Service

Our customer service representatives are available to answer your questions Monday through Friday, 7:30 a.m. to 4:00 p.m., at our office, 1800 North 8th Street. For general information, send us an e-mail at Customer Service. Or, drop us a note at: P. O. Box 2377 Paducah, KY 42002-2377.


Leak Procedures

Leak Procedures

Paducah Water will review a customer's account when he or she experiences usage above their seasonal average due to a leak. At PW discretion, an adjustment can be made once in a twelve month period of time for a complete billing period because of a leak. No adjustment can be made until the customer provides proof that the leak has been repaired. Proof can be provided in the form of a plumber's invoice for repairs or receipts from the customer for materials purchased to repair the leak. Evidence must include date repaired, materials used, and location of the leak in the customers plumbing system.

 

PW will adjust a customer's water bill due to a leak based on the following circumstances:

1. The leak was within an underground water service line between the meter and exterior of a building.

2. The leak was within the building and was due to a ruptured line or similar sudden release of water.

3. The leak was within the building, and, in the opinion of the General Manager or Customer Service Supervisor, was at a location where the leak would not have reasonably been discovered if the building were occupied.

4. Proper precautions must have been taken to prevent the plumbing from freezing. No adjustments will be made for leaks in buildings that have no heat available during the winter months.

The adjustment will be figured at the Customer Service Supervisor's discretion based on the customer's seasonal average usage. PW will grant up to 50% of the water usage and 100% of the sewer costs above the customer's seasonal average and give an adjustment for that cost. The customer will be responsible for any remaining charges.

 

Water adjustments will not be made for new buildings less than one year old. The contractor should be responsible for the first year after completion. No adjustments will be made for excess water usage due to vandalism, theft of service, or when a leak was not repaired in a timely manner. Adjustments will not be given for excess water usage due to commode leaks, dripping faucets, or allowing water to run to prevent water lines from freezing (this could be accomplished with adequate insulation)..