Franklin Water Department: Director, Staff & Board Members

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Franklin TN utility billing, water management, phone pay, bank draft, leaks, pressure and service changes

Franklin Water Department 2026: Bill Pay, Start Service, Rates, Leaks & Emergency Help

Franklin water customers often need two different city routes: Utility Billing for payments, new service, transfers and shutoff dates, and Water Management Service & Repair for leaks, pressure problems, water/sewer main breaks and drinking water quality tests. This guide combines the official City of Franklin payment page, Utility Services contacts, start/stop rules, leak adjustment form, paperless billing, bank draft form and Water Management FAQ into one practical page so you can pay the bill, avoid the 10% late fee, start service with the right documents, report the right water problem, or request a leak adjustment without searching several city pages.

💳 Pay Online: My Account / Pay My Bill ☎️ Phone Pay: 866-696-1916 📞 Billing: 615-794-4572 🔧 Service & Repair: 615-794-4554 🏢 Billing Office: 204 9th Ave S
Quick task board

Choose the Franklin Water Task You Actually Need

💳 Pay a bill Use the official Utility Services payment page, online portal, mail, drop box, in-person, phone pay or bank draft.
🏠 Start / stop service Call Utility Billing at 615-794-4572. Give at least 24 hours notice; after 3:30 PM goes next business day.
🚰 Leak or pressure issue Call Service & Repair at 615-794-4554 from 7 AM-4 PM, except holidays, or submit an online service request.
📄 High bill after leak? Repair the leak, keep proof, then submit the City leak adjustment form. Only one adjustment per 12 months.
Fast official route: For payment rules, use Franklin Payment Information. For service setup or stopping service, use Start/Stop Service. For leaks, pressure, main breaks and water quality tests, use the Water Management Department route.
Official contacts Pay online Payment options Paperless billing Bank draft Start service Stop service Late fee / cutoff Leak adjustment Leaks / pressure / main breaks Rates and districts New taps / availability Water quality Map Official links FAQs
Important Franklin billing rule: The City says failure to receive a bill does not release a customer from payment obligation or extend the discount date. Registering for paperless billing and reminders can help avoid missed bills.
Official contacts

Franklin TN Water and Utility Contacts That Matter

Need Official detail Use it for
Utility Billing 615-794-4572; utilitybilling@franklintn.gov Billing questions, new service, discontinue service, paperless billing, bank draft, account/payment help.
Billing office 204 9th Ave South, Franklin, TN 37064 In-person payments, billing support, service applications and utility account help.
Mailing address 109 Third Ave South, Franklin, TN 37064 Mailed utility payments and signed bank draft/service forms.
Phone payment 866-696-1916 Paying by phone with a credit card.
Service & Repair 615-794-4554; 7 AM-4 PM except holidays Water leaks, high/low pressure, water/sewer main breaks, drinking water quality tests and service orders.
General city phone 615-791-3217 General City routing when you are not sure which department handles the issue.
Solid Waste question on combined service form 615-794-1516 Residential solid waste charge/container questions listed on the utility service application.
Best routing tip: Call 615-794-4572 for account money/service dates. Call 615-794-4554 for physical water problems.
Online payment

How to Pay a Franklin TN Water Bill Online

1

Start from the official payment page

Open the City’s Payment Information page and choose the official Pay Online / My Account route.

2

Use your utility billing account information

If registering for online access or paperless billing, the City says you need your utility billing account number from your bill.

3

Confirm payment method

The City says credit card payments are accepted online or by phone. Its payment page says there is no fee to pay by credit card by phone.

4

Save confirmation

Keep the confirmation number, account number, payment amount, date and payment method until the account updates.

Portal shortcut: Use City of Franklin Utility Billing online services only as the official city-linked portal route. If a bookmarked page fails, start again from the City’s Payment Information page.
Payment options

Franklin Utility Bill Payment Options: Online, Mail, Drop Box, In Person, Phone and Draft

Payment method Official detail Best use
Online Pay Online / My Account route from the City Utility Services page. Fast account payment and portal access.
Mail City of Franklin, 109 Third Ave South, Franklin, TN 37064. Non-urgent check, money order or cashier’s check payment. Allow mailing time.
Drop box Secure drop box behind Billing & Technology building at 204 9th Ave S; credited same day if dropped by 8 AM. After-hours check/money order/cashier’s check payment when timing is not already critical.
In person 204 9th Ave South, Monday-Friday, 8 AM-5 PM, except major holidays. Urgent account help, cash payment, service application questions, payment troubleshooting.
Phone 866-696-1916 for credit card payments. Paying by phone when online payment is inconvenient.
Automatic draft City drafts the amount due on the last day to pay after setup is effective. Recurring monthly payments after application processing is complete.
Drop-box timing: A drop-box payment is credited the same day only if dropped off by 8 AM. If the account is close to cutoff, call Utility Billing instead of assuming a late drop-box payment will protect service.
Paperless

Franklin Paperless Billing: Email Bills and Online Payment

The City says customers can sign up for e-billing, receive utility bills by email, and pay by computer or smartphone. The service is voluntary, flexible and has no charge to participate.

📩 Bill delivery Email Paperless option
📱 Payment Computer / phone Simple click route
🔢 Sign-up item Account # From utility bill
💵 Participation No charge City note
☎️ Questions 615-794-4572 Customer service
Official route: Start from Paperless Billing, then sign in to the account portal and opt in.
Auto draft

Automatic Bank Draft: What to Know Before You Stop Paying Manually

Automatic draft is helpful, but it is not instant. The City’s bank draft form says the draft may take approximately 6 to 8 weeks from the application date to become effective.

Bank draft item Official form detail Action
Return form to City of Franklin Billing and Licensing Department; mailing 109 Third Ave South; physical 204 9th Ave South. Send signed form to the official billing office.
Voided check Form asks for a voided check to obtain correct bank information. Attach it if required for your bank draft setup.
Setup timing Bank draft becomes effective in approximately 6 to 8 weeks. Keep paying manually until the draft date appears on the bill.
Error notice Notify the City within 10 days of any error on your bill. Review every bill, even after AutoPay starts.
Cancel/change At least five days’ written notice is required to remove automatic draft or change banks. Do not wait until the draft date to change bank details.
Do not skip payments too early: The City form says you are responsible for paying the bill until the draft goes into effect.
Start service

Start New Franklin Water, Sewer, Garbage and Stormwater Service

The City’s utility application is for water, sewer, garbage and stormwater service. For billing questions, new service or discontinuing service, call Utility Billing at 615-794-4572.

🧾 Application fee $50 Non-refundable
📅 Notice on form 3 days Application form note
🕞 After 3:30 PM Next business day Service changes
🪪 ID Required Driver license/passport/etc.
🏠 Renting? Lease required Signed by landlord and tenant
1

Open the official Start/Stop page

Use Start/Stop Service and choose the correct residential or non-residential form.

2

Prepare your application details

The residential form asks for desired begin date, service address, mailing address, photo ID, Social Security number, driver license information, email and contact phone numbers.

3

Renters should attach lease details

The City form says a copy of the lease signed by landlord and tenant is required for renters.

4

Tell the City if you are stopping service at an old Franklin address

The form asks current City of Franklin water customers to provide the address/account from which they are terminating service and the termination date.

First bill timing: The City says the first bill is issued approximately 30-45 days after connection. Water meters are read and service is billed monthly.
Stop service

Stop or Discontinue Franklin Water Service

To discontinue water service, call Utility Billing at 615-794-4572. The City asks for at least 24 hours notice, and service-change requests after 3:30 PM are handled the next business day.

Stop-service item Prepare this Why it matters
Service address Exact address and account number if known. Prevents stopping the wrong account.
Stop date Requested date to terminate service. Controls final read and final billing period.
Forwarding address Mailing address for final bill or correspondence. Avoids missed final balance notices.
Notice timing At least 24 hours; earlier is safer. Requests after 3:30 PM are next business day.
Written notice Application agreement says termination requires notice in writing. Creates clear proof of the request.
Move-out script: “I need to discontinue utility service at [address] on [date]. My forwarding address is [address]. Please confirm final read timing, final bill handling and whether written notice is complete.”
Late / cutoff

Franklin Water Bill Late Fee and Discontinuance Rules

The City says bills must be paid on or before the due date shown to obtain the net rate without penalty. A late fee of 10% is applied if payment is not received by the “Late After” date.

Bill situation City rule Best action
Bill not received Failure to receive a bill does not release payment obligation or extend the discount date. Use online account/paperless billing or call Utility Billing.
Paid after “Late After” date 10% late fee applies. Pay before the late date or contact Billing early.
Still unpaid after 10 days Service may be discontinued without further notice. Use phone/in-person support rather than mail/drop box if urgent.
Dishonored payment Customer is subject to additional fees in accordance with State law. Confirm account/card details and available funds before paying.
Lawn sprinkling use City says it does not adjust water or sewer bills for lawn sprinkling. Track irrigation use before assuming a high bill is adjustable.
Cutoff-risk script: “My account may be past due. Please confirm the total amount due, whether the 10% late fee has posted, whether service discontinuance is scheduled, and which payment route posts fastest.”
Leak adjustment

Franklin Leak Adjustment: What Qualifies and What to Attach

The City says it adjusts water/sewer bills for leaks to customer-owned water distribution systems as a courtesy. The customer remains responsible for paying for water delivered at the meter hand-off and for sewer charges resulting from water delivery.

Leak adjustment item Official form detail Action
Water provider Form asks who provides water: City of Franklin, HB&TS, Mallory Valley Utility District or Milcrofton. If not City of Franklin water, attach water adjustment documentation.
Account and address Form asks for account number and address where the leak occurred. Match the form to the exact utility account.
Leak type Options include supply line to dwelling, plumbing inside dwelling, irrigation lines, service lines to outbuildings and other. Choose the closest leak type and explain if “Other.”
Repair proof Form asks for repair date and receipt; repair can be by licensed plumber or self. Upload receipt/proof before submitting.
Frequency limit Policy statement says one leak adjustment per account in a 12-month period. Do not assume repeat leaks will be adjusted.
Maintenance responsibility Form says the customer is responsible for maintaining the water distribution system on the property. Repair private-side issues quickly and keep documentation.
Official route: Use the City of Franklin Leak Adjustment Form after the leak is repaired and proof is ready.
Water problems

Report a Leak, Pressure Problem, Main Break or Water Quality Concern

For non-billing water issues, Franklin Water Management points customers to the Service and Repair Department at 615-794-4554 from 7 AM to 4 PM, except holidays. The City says staff will take the information and create a service order, or customers can submit an online service request.

Problem Call / route Report this detail
Water leak 615-794-4554 or online service request. Exact location, visible water, meter area, street/yard/basement, and whether water is actively flowing.
High or low pressure 615-794-4554 or online service request. Address, time noticed, all fixtures vs one fixture, and whether neighbors have same issue.
Water/sewer main break 615-794-4554 or online service request. Nearest address/cross street, water volume, road hazard, sewer overflow signs and affected properties.
Drinking water quality test 615-794-4554 or online service request. Taste, odor, color, time noticed, address and whether neighbors are affected.
Billing / new / discontinue service 615-794-4572. Account number, service address, requested action and payment/service date.
Brown water context: Franklin explains brown water can come from tiny rust particles disturbed by a water pipe break, fire activity or anything that causes water in the pipes to move faster than normal.
Rates

Franklin Water/Sewer Rates and District Check

Franklin’s Water/Sewer Rates page says there are four water districts that service the City of Franklin. If you are not sure which district you are in, questions should be directed to 615-794-4572.

Why district matters

Not every Franklin address may be served by the same water provider. Your bill, leak adjustment steps and rate lookup can depend on the provider shown on your bill.

Why sewer matters

The City says sewer is billed based on water delivered, and the City does not adjust water or sewer bills for lawn sprinkling.

Official rate route: Open Water/Sewer Rates and confirm the correct district before quoting exact rates.
New connections

New Construction, Connection Fee, Tap Fees and Availability

The City’s payment information page lists a $25 non-refundable connection fee for connection access to the City’s water system for new construction installations. The page also says tap fees are charged for new service to tie onto the water/sewer system.

Project item Official detail Best action
Connection fee $25 non-refundable fee for connection access to the City water system for new construction installations. Pay when tap fees are paid if applicable.
Service guarantee Receipt and payment of the connection fee does not guarantee service. Confirm availability before assuming service is possible.
Engineering availability Each new service delivery point must have availability from Engineering before water service is provided. Request water/sewer availability early in the project.
Impact fee method A new method for calculating sewer and water demand and impact fees has been in effect since January 1, 2024. Use the official availability application and demand/fee spreadsheet for development projects.
Availability email The impact-fee page says availability applications should be emailed to availability@franklintn.gov. Submit the updated application and required spreadsheet.
Development route: Use the City’s Sewer/Water Impact Fee Methodology and Implementation page before budgeting tap, capacity or impact fees.
Water quality

Water Quality, Line Flushing, Backflow and Reclaimed Water

The Water Division services page says the Water Management Department conducts a comprehensive line flushing program throughout the City. Flushing rapidly removes water from the piping system and uses water force to scour materials that accumulate in pipes, usually by opening fire hydrants.

Water topic What Franklin says User takeaway
Line flushing Hydrants may be opened to flush materials from pipes. Temporary discoloration can happen during flushing, breaks or fire-flow events.
Backflow prevention Franklin implements a continuing cross connection control program to prevent contamination or pollution of the potable water system. Backflow devices and annual testing can matter for some homes/businesses.
Annual backflow testing City water inspectors test household and commercial backflow prevention devices once a year; testing is required by Tennessee and fee is added to the water bill. A water bill may include backflow testing charges if applicable.
Reclaimed water Reclaimed water is a separate system from wastewater and potable water distribution systems. Reclaimed water is for non-potable uses such as irrigation, not drinking water.
Drinking water test Call Service & Repair at 615-794-4554 or submit an online request. Provide address, issue type, time noticed and whether neighbors are affected.
Water quality script: “I’m requesting a water quality service order for [address]. The issue is [color/taste/odor/milky/brown/chlorine smell], started at [time/date], and affects [one fixture / whole house / neighbors].”
Map

Franklin Utility Billing Map and Visit Checklist

Use 204 9th Ave South, Franklin, TN 37064 for Billing & Licensing / Utility Billing. Use 109 Third Ave South as the official mailing address for mailed payments and certain forms.

City of Franklin Billing & Licensing / Utility Billing

Address: 204 9th Ave South, Franklin, TN 37064.
Phone: 615-794-4572.

Open Billing Office Directions Open Mailing / City Hall Map
Bring this: latest utility bill, account number, service address, photo ID, lease if renting, payment confirmation, bank draft form/voided check if applying, leak repair receipt if requesting adjustment, and forwarding address if stopping service.
FAQs

Franklin Water Department FAQs

How do I pay my Franklin TN water bill online?

Open the official Payment Information page and use the City’s My Account / Pay My Bill route.

What is the Franklin TN utility billing phone number?

Utility Billing is listed at 615-794-4572. Use it for billing questions, new service and discontinuing service.

What is the Franklin TN phone payment number?

The City lists phone payment at 866-696-1916 for credit card payments.

Where is Franklin Utility Billing located?

Billing & Licensing / Utility Billing is listed at 204 9th Ave South, Franklin, TN 37064. The mailing address is 109 Third Ave South, Franklin, TN 37064.

How do I start or stop Franklin water service?

Call 615-794-4572, Monday-Friday from 8 AM to 5 PM. The City asks for at least 24 hours notice, and requests after 3:30 PM are handled the next business day.

Is there an application fee for new or transferring customers?

Yes. The City lists a $50 non-refundable application fee for new and transferring customers.

What is the late fee?

The City says a 10% late fee is applied if payment is not received by the “Late After” date. Service may be discontinued if not paid within ten days after that date.

Who do I call for a leak, water pressure problem or main break?

Call Service & Repair at 615-794-4554 from 7 AM to 4 PM, except holidays, or submit an online service request.

Can I get a leak adjustment?

The City offers leak adjustments as a courtesy for repaired customer-owned water distribution system leaks. Keep repair proof/receipt. The form states customers are entitled to only one leak adjustment on an account in a 12-month period.

Does Franklin adjust bills for lawn sprinkling?

No. The City says it does not adjust water or sewer bills for lawn sprinkling.

Final takeaway

Best Way to Handle a Franklin Water Department Task

Use this route: Pay online → official Payment Information / My Account. Phone pay → 866-696-1916. Utility Billing/new/stop service → 615-794-4572. Water leak/pressure/main break/water quality → 615-794-4554. Drop box/in person → 204 9th Ave South. Mail → 109 Third Ave South. Leak adjustment → official Leak Adjustment Form after repair proof is ready.

This page is built for action, not word count. Start with the right City department, keep your account number and service address ready, avoid mailing close to the late date, and use Service & Repair rather than Utility Billing when the issue is a physical water problem.

Editorial note: This guide summarizes official City of Franklin, Tennessee Utility Services, Billing and Licensing, Water Management Department, Payment Information, Start/Stop Service, Paperless Billing, Bank Draft, Leak Adjustment, Water FAQ, Water Division and Water/Sewer Rates resources for easier public use. Phone numbers, addresses, fees, payment methods, application rules, late fees, discontinuance procedures, bank draft timing, service request procedures, leak adjustment eligibility and rate information can change. Confirm final details directly on official franklintn.gov or linked City forms before paying, applying, stopping service, reporting a problem or making account decisions.

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