CUSTOMER SERVICE FAQs
Most frequent questions and answers
PW generates an automated courtesy call to customers a few days prior to service interruption. Receipt of this call is dependent upon the phone number listed on your water account, so please let us know if you change your number. Also, look at your bill. If there is a past due balance (balance forward), it will be highlighted in red text. A balance forward is subject to disconnect 15 days after the previous month’s due date.
Yes, you have a grace period of 15 days. After that time, your service is subject to interruption and additional service fees may be applied to the account.
No, only a licensed plumbing professional or a Paducah Water employee is allowed to open the meter lid and turn the water on and off. If you have a leak and need the water off immediately, please call our office at 270-442-2746. A service fee will be added to your next bill.
Your home may a have waterline shut-off valve that does not require meter box access. If so, locate this valve before a water emergency occurs. Once you locate the valve, you have the ability to turn off the water supply to your home if you have a leak. If your home is not equipped with a waterline shut off valve, ask your plumber about installing one.
Yes, you can enroll in Direct Debit. The payment will be drafted from your checking or savings account each month on the due date. Enroll on our website at www.pwwky.com. Click on the Customer Service tab, then click Direct Debit Enrollment.
PW uses flags to let customers know we have been there and may need to speak with you. Flags are placed for various reasons:
1) We have checked the meter for a leak. The flag lets you know we were there and you can call our office for those results.
2) We have turned the water off due to a significant leak on the premises.
3) We have turned the water off for non-payment of the account.
If you see a PW flag in your yard, please contact our office.
The property owner is responsible for the water line that extends from the meter to the home or business, along with all indoor plumbing. PW is responsible for the area beginning inside the meter box and extending out to the water main.
YES! This is actually one of the worst leaks you can have. A running toilet can waste up to 200 gallons of water per day (6,000 gallons of water in one month)!
Place some food coloring in the tank of the toilet. Let it sit for several hours without flushing. When you return, if the colored water has moved from the tank to the bowl, you have a leaking toilet. This should be an easy fix by changing the flapper valve in the tank.
No, PW does not charge deposits. We do charge a $30.00 Establish Service Fee, which is applied to your first month’s bill.