Customer Care Frequently Asked Questions

What’s on this page

New Water Bill Payment Website

Yes, the website will be unavailable from Friday, May 8 through Monday, May 18. During this time, customers will not be able to access the website to make payments, view account information, or manage services online. If you pay by check, autopay, or Western Union, your payment will still go through during this time. 
No, water service will not be disconnected for non-payment, and late fees will not be accrued during the transition.
No, the website upgrades also affect the systems used by Customer Care agents and our automatic phone system. Payments cannot be accepted via phone or in person from Friday, May 8 until Monday, May 18.
Yes, customers can make payments at Western Union locations during the system outage. However, payments will not be reflected on customer accounts until after May 18. Late fees will not be accrued during the transition.
Yes, even though the system will be down due to system upgrades, if you need to start, stop, or transfer services during this time, contact a Customer Care agent at 678.376.6800.
The new website will still be accessible through GwinnettCounty.com. To access it from the Gwinnett County homepage,  click the Pay water bill button under Most Popular Services.  You can also go directly to the Pay My Water Bill page.
Yes, your bill will keep the same easy-to-read format and will include all of the same information, including usage, charges, and due dates. 
Yes, every customer will receive a new nine-digit account number once the new system is available. Your new account number will be shown on your water bill.
It depends. If you have logged into the website to pay your bill in the last three months, you should be all set. If you haven’t logged in for a while, you will need to use the email address used to create your account to log in. You may be asked to update your password to meet the updated security standards. 
You will need your new account number to pay through your bank’s bill pay system, use our 24/7 automated phone system, make payments at Western Union locations, set up a new online profile, or use QuickPay once the new system goes live. If you already have an online profile, you will not need to set up a new one. 
After the new system is available on Monday, May 18, visit our Pay My Water Bill page. Then, register with your new account number and email address by following the simple steps listed. If you already have an online profile, you will not need to set up a new one.
Yes, the new website will include easier payment options, improved account management, a mobile-friendly design, and enhanced security. You can submit requests to start, stop, or transfer service, ask for leak adjustments, appoint a delegate to your account, see your payment history and more, all in one location.
Yes, the new customer website is designed to be more intuitive, mobile-friendly, and easy to navigate.
Yes, you will still have access to your recent billing and usage history in the new website. 
After the new system goes live, your new account number will be provided in a letter, on your water bill, and in the new payment website. Customer Care agents will also be able to provide your new account number if you call 678.376.6800. 
It depends. Automatic payment information will be securely transferred and will not have to be reentered. For those who are not enrolled in autopay, card information is not saved in the system and will have to be reentered the first time the card is used after the update.
No, your billing schedule will stay the same.
No, you will not need to reenroll in autopay after the new system is available. 
No, please continue to include the payment coupon from the bottom of your bill with your check. 
Yes, QuickPay will still be available and easier to use than before. You will just need your new account number, which you will find on your bill. 
Yes, you can continue to make payments through Western Union. Please bring the new account number located on your bill when you make your payment.
Yes, you may continue to pay in person, by mail, or by phone if you prefer. All current payment methods will continue to be available.
Yes, the new system uses industry-leading encryption and security standards to protect your information. 
No, existing payment plans will continue without interruption. 
Yes, any outstanding balance will remain on the account.
Yes, you can still call our automated system to check balances, make payments, or reach customer service. However, during the outage period of Friday, May 8 through Monday, May 18, 2026, the automated phone system will not be available. No late fees will be charged during this transition period. 
No, the transition to the new system does not affect water or sewer rates.
Yes, our Customer Care team will be ready to help. You can email us at DWRCare@GwinnettCounty.com, call 678.376.6800, or visit us in person during regular business hours at 684 Winder Highway in Lawrenceville. 

General

Gwinnett Water Resources provides safe, clean water for nearly one million residents of Gwinnett County. Lake Lanier is our sole water source and supports our quality of life. 
Dental decay is prevalent with every age group. Major health organizations advocate fluoridation of public water supplies as the most acceptable public health approach to reducing dental decay.  For more information, see here. 
Gwinnett County’s water distribution system contains no known lead piping. The distribution system contains trace amounts of lead in solder on some older pipes and brass fittings used at meters. Since 2014, we have only used lead-free brass fittings and continue to proactively replace older pipes in our system. 
For more information, see here. 
To fund the efforts that keep the County stormwater system fully operational, a Stormwater Utility fee is collected from Gwinnett County property owners. This fee is used to provide roadway drainage, replace old pipes, maintain the County's stormwater infrastructure, and stay in compliance with our regulatory compliance. 
You can view and pay your bill using our online services here. Otherwise, you can visit us at our office at 684 Winder Highway NE, Lawrenceville, GA 30045 from 8:00am to 5:00pm Monday through Friday (excluding holidays).
Please call our 24/7 dispatch center at 678.376.7000.
It's bacteria known as Serratia marcescens. This type of bacteria is common and does not pose any dangerous health risks. This bacteria is airborne and does not come from your water. It can be found in many places, including human and animal feces, dust, and soil. Optimal growing conditions for these bacteria includes dampness, mineral deposits, and a warm climate. It feeds on minerals and fatty residue from soap and personal hygiene products. 

These bacteria can be made worse by removing chlorine with an activated carbon filter. In recent years, the popularity of home water filtration systems has grown tremendously, and the presence of Serratia has appeared more and more frequently in homes using chlorine filtration.

To control Serratia marcescens in toilets

  • Clean the bowl thoroughly and spray chlorine bleach into the bowl and under the bowl rim.
  • Also add 1/4 cup of bleach to the toilet tank.
  • Let the bleach stand for 15 – 20 minutes.
  • The bleach should not be left in the toilet tank for prolonged periods; it will damage the rubber valves and seals inside.
  • Whenever a pink film starts to reappear, repeat the cleaning and disinfection process.


Cleaning and flushing with chlorine will not necessarily eliminate the problem but will help to control these bacteria. Keep bathtubs and sinks wiped down and dry and use a cleaning solution that contains chlorine to curtail the onset of the bacteria.

Investigations are prioritized based on severity and scale. Times can vary based on several factors. If your concern has not been addressed within one business day, please contact our 24/7 dispatch center at 678.376.7000.

High Bills, High Consumption, and Leaks

A variety of factors can cause increased consumption in your household between the dates listed on your last bill:

  • More guests in the home
  • Landscaping the yard (including putting down new sod or planting grass, flowers, or shrubs)
  • Pressure washing the driveway or the house
  • Plumbing repairs (even minor ones)


Also, consider how habits change depending on the season. In the summer, families start watering the yard, filling pools, pressure washing the home, or may have children home from school. During the winter months, out-of-town family visits may cause more water consumption than normal. If you cannot identify a cause for abnormal water usage in your household, you may have a leak.

First, look at the consumption on your bill. Your consumption history is located on your bill in the middle left-hand side. If your consumption is substantially higher than the previous month’s consumption, and/or the consumption from one year ago, it is most likely due to a sudden shift in behavior.

If you cannot identify a behavioral cause for increased water usage in your household, then we suggest you conduct a leak test.

Water in the meter box could simply be groundwater if there has been a lot of rain. There is also the possibility of a leak either on the customer side of the meter or on the County side of the meter. Please contact 24/7 Dispatch at 678.376.7000, if you find your meter box full of water.
Two easy ways to check for leaks are the one-hour leak test, and the toilet-leak test. Learn how to perform these tests and other tips on our Leak Detection page.
No, Gwinnett County employees are not permitted to work on private property and cannot test for leaks on your property. However, we encourage you to conduct some simple tests for leaks by following the tips on our Leak Detection page.

Gwinnett County is not responsible for repairing leaks on the customer’s side of the meter. This includes leaks between the meter and the house or inside the house. These are the customer’s responsibility and must be repaired by the customer at their own cost.

The maintenance and repair of pipes and fixtures on the customer’s side of the water meter are the sole responsibility of the resident/property owner. This includes any consumption charges associated with a leak. If you are still unsure of what is your responsibility, visit our Resident Responsibility page.

It is Gwinnett County’s responsibility to provide water to the service location’s water meter. The County is not responsible for the type or condition of plumbing from the water meter to the service location (residential or commercial).
Yes, Gwinnett County does offer adjustments on eligible water and sewer accounts. As of May 1, 2019, this adjustment is only offered once in a twelve (12) month period. Repair must be made within three (3) months of increased consumption. Requests must be made within three (3) months of the leak repair date. Use the form below to submit a leak adjustment request.
Leak Adjustment Request Form
Yes, Gwinnett County offers adjustments for sewer charges only related to pool fills. As of May 1, 2019, this adjustment is only offered if it is a newly constructed pool, if the pool has been repaired and needs to be refilled, or for a refill once every five (5) years. Only one (1) billing cycle will be adjusted.
Leak Adjustment Request Form

Billing and Past Due Accounts

Unfortunately, there is no way for us to manually change your billing cycle. The County bills approximately 250,000 customers per month. The county is split into portions, and we read one or two portions per day and bill the next day. Your billing date is based on which portion you live in.

Any account that is past due is subject to disconnection. Every bill with a past-due balance includes this message: “WATER SCHEDULED TO BE DISCONNECTED ON (*SPECIFIC DATE*) IF PAYMENT IS NOT RECEIVED. PLEASE CONTACT US TO MAKE PAYMENT ARRANGEMENTS.”

Past-due accounts receive a disconnection date notice on past-due bills. Past-due accounts also receive a postcard with the disconnection date.

Standard reconnection is next business day, unless same-day reconnection is requested at an additional charge. Same-day reconnection is subject to availability, and can be requested until 4:00 PM Monday-Friday, excluding holidays. Reconnections are worked into existing daily technician routes, so we are unable to provide an estimated time of re-connection.
 Any type of meter tampering results in an additional $250 fee for the first occurrence. Additional fees will apply for multiple occurrences. 
Some nonprofit organizations may provide financial assistance to those who need help paying their utility bill. View a list of utility assistance organizations (PDF).

Gwinnett Health and Human Services can also help connect citizens in need with available resources in the County.  Call 770-822-8850 or visit Gwinnett Health and Human Services for more information.
No. 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 until they must pay the full amount of their bill, which could waste  water and money.

We never charge our customers a fee to pay online or through our automated phone service.

The Department of Gwinnett Water Resources is affiliated with Western Union as a third-party payment service. Convenience fees, payable directly to the Western Union agent, will apply. Search for participating locations.

Our policy is not to issue refunds for overpayments on open accounts. However, if you have a question concerning your payment or would like to inquire about a potential refund, please give us a call at 678.376.6800.