City Hall is open Monday - Friday 8:00 am - 5:00 pm.  You may pay your bill in person between those hours.  You may also pay by mail, drop box or online. See below.

• Mail your payment to Customer Service Department; 109 Third Avenue South; Suite 141, Franklin, TN 37064
• Use the pre-addressed envelope enclosed with your bill to mail payment to our lockbox processing location.  There is no envelope enclosure if you are a bank draft customer.
• Call us on regular business days between 8 am and 5 pm and pay by credit card with no additional charge at 615 794-4572
• Place your payment in the white Drop Box with the City of Franklin logo located next to the First Horizon Bank drive-thru along the side of the 2nd Avenue Parking Garage. 
• Pay online

Payments are accepted in the form of check, credit card, money order and bank draft (requires sign up in advance).   Please refrain from placing cash in the drop box or mail.  

Utility Billing / Customer Service

The Finance Department is responsible for the billing and collection of customer and developer fees, along with coordinating billing and collection of fees in other water districts within the City. There are four water districts in the City. Questions should be addressed to (615) 794-4572.

• Pay your Bill NOW online 
• Billing
• Connection Fees
• Methods of Payment
• Reconnection Charges
• Seasonal Service Fee
• Tap Fees for New Connections
• Temporary Turn-off Fee
• Request for Water Termination

Connection Fee

A Connection Fee of $25.00 is required for connection access to the City’s water system for new construction installations. This is payable when the tap fees are paid and is nonrefundable. This will allow the City to establish service in the name of the builder and bill for service. Sewer service will apply based on water delivered. Receipt and payment of the fee does not guarantee service and each new service delivery point must have availability from Engineering prior to providing water service. You can download an application.

Tap Fees for New Connections

Tap fees are charged for new service to tie onto the water/sewer system. See a list of fees. For information go to Request for Water and/or Sewer Availability & Associated Costs.

 

Billing

There is a $50.00 non-refundable application fee for new and transferring customers to offset bookkeeping and field work incurred by the City of Franklin. Residential application forms are available.  Commercial/Nonresidential application forms are available. The City bills for service in arrears.  The first bill is issued approximately 30 - 45 days after connection.  Water Meters are read and service is billed monthly.  Sewer is billed based on water delivered. The City of Franklin does not adjust water or sewer bills for lawn sprinkling. Bills must be paid on or before the due date shown to obtain the net rate (without penalty). Failure to receive a bill will not release a customer from payment obligation, nor extended the discount date. A late fee of 10% is applied should the payment not be received by the "Late After" date. In the event a bill is not paid on or before ten (10) days after the "Late After" date, the customer's service may be discontinued without further notice.

There will be a minimum of 1000 gallons per customer.

See Water/Sewer Rates.

Reconnection Charges

In the event the customer fails to pay the entire bill by the due date, the water will be subject to cut-off and a $35.00 reconnection fee will be required for continued service. The fee for reconnection after service department hours (after 5:00 PM) is $75.00.

Seasonal Service Fee

A customer may request a seasonal (temporary) turn off. There will be a fee of $25.00 for this service. The account will remain active and there will be a minimum bill assessed for each billing period.

Temporary Turn-Off Fee

If a customer wishes to be temporarily turned off for repairs or any other purpose for the customer's exclusive benefit, there will be a $25.00 service fee for the discontinuance and reinstatement of service.

Methods of Payment

The City offers many payment options to meet customer requirements. These vary in cost and convenience.

1.Bank draft is available without cost by completing and submitting an Automatic Bank Draft Authorization. Bank draft will become effective in approximately 6 to 8 weeks from application date.

2.Mail payment in to the office using the envelope provided with the bill. This option is processed through a lockbox service to reduce City cost for manual processing.

3.Bill pay options through customer financial institutions (online banking). Most banks issue a check and mail it to the City (allow one week for processing).

4.Online utility payments using a credit or debit card is available 24/7 for non-delinquent accounts. 

5.Telephone payments may be made 24/7 for non-delinquent accounts. The number is (866) 696-1916.

6.The drop box is available 24/7 and is located next to the First Horizon Bank drive-thru along the side of the 2nd Avenue Parking Garage.

7.In person at City Hall in Suite 143 from 8:00 AM - 5:00 PM Monday - Friday.