Customer Service Questions
Hours and Location
Hours: Monday – Friday, 8:00 AM–4:30 PM
Location: 1695 Highway 20 West, McDonough
Telephone number: (770)957-6659
Fax number: (678)583-2466
Website: www.hcwa.com
Email address: customer.care@hcwa.com
- Private Homeowners: Copy of valid picture ID, and settlement statement, deed, or tax assessment
- Tenants: Copy of valid picture ID and lease agreement
- Commercial property owners: Settlement statement, deed, or tax assessment
- Commercial Tenants: Lease Agreement
- Property Management Companies: Property management agreement/contract
The deposit for residential water service is $100. If sewer is present, an additional $100 sewer deposit is required. All new HCWA customers are required to pay a deposit to set up service. HCWA is currently offering incentives to residential (non-business) customers that could potentially reduce the deposit amount (see “Reduced Deposit Incentives” below). After two years of perfect payment history, deposits on residential accounts will be credited to the account; returned when the account is closed, less balance owed; or may be transferrable to a new service location in the same customer’s name. A perfect payment history is defined as no returned payments, no more than one penalty, and no disconnects. Commercial deposits are based on the projected monthly consumption and will be quoted in the office or by calling Customer Service. Commercial deposits are only returned when the account is closed, less balance owed and are not eligible for reduced deposit incentives.
Effective July 1, 2023, HCWA offers four incentives to residential (non-business) customers that could reduce the amount of the deposit. New customers, and former customers starting service who do not have an active account, may participate in any, or all, of these cost savings as long as they agree to the terms and conditions of the program. The current incentives are:
Incentives available at the time of application:
- $10 reduction in deposit for participation in the HCWA Charitable Assistance (bill round-up) Program (CAP). ($20 for accounts with Sewer).
- $25 reduction in deposit for customers with a credit score between 668-850, based on the “Online Utility Exchange” score. ($50 for accounts with Sewer).
Incentives available after the first billing statement is generated: Note: deposit amounts must be paid upfront and once enrollment is confirmed, will be credited to the customer account. It is the responsibility of the customer to notify HCWA when enrollment is active.
3. $10 reduction in deposit for enrollment in paperless billing. ($20 for accounts with Sewer).
4. $25 reduction in deposit for enrollment in automated draft payments. ($50 for accounts with Sewer)
Terms and conditions: Once accepted, these incentives will remain in effect as long as the account remains current and the customer maintains enrollment in the selected programs. Should the customer choose to terminate enrollment or if service is disconnected due to nonpayment, the full deposit will be required immediately.
Henry County Water Authority provides multiple, convenient ways for customers to make payments 24/7: our night-drop depository located near the drive-thru of our main administrative building (no cash); our Interactive Voice Response phone system (404-341-9689 or toll-free 1-855-985-1136); or our website where customers can register and sign up for paperless billing, pay-by-text, auto-pay, or make a one-time payment using:
Customers may also choose to speak with a representative by dialing the main number and selecting our dedicated “Payments Only” line. During regular business hours, our main office has two convenient drive-thru lanes, or feel free to walk inside to pay with a representative.
In addition, HCWA customers can also pay their bills through their financial institution’s bill pay service, and we still accept checks the “old-fashioned” way, through the mail. All payments made with a credit/debit card will incur a $1.95 convenience fee up to $300.00, payments over $300.00 must be made with a customer service representative and will incur a 2.95% convenience fee. No fee is charged for payments made with electronic checks online or over the phone and paper checks.
Payments must be RECEIVED, NOT POSTMARKED, by the due date on your statement to avoid a late charge. A 10% late charge will be added if payment is not received in the office by the end of business day on the due date. Payments on past-due balances scheduled after the due date will NOT prevent disconnection.
In 2014, Henry County Water Authority’s Board of Directors adopted a resolution authorizing the establishment of The Henry County Water Authority Charitable Assistance Program (CAP). As an HCWA customer, you have the opportunity to help other Henry County residents who are in financial distress by electing to have your monthly water bill rounded up to the next dollar. For Example, a monthly bill amount of $26.43 is rounded up to $27.00 so .57 cents is donated. One hundred percent of collected funds are returned to our community, there are no administration fees and you can opt out at any time.
If your family is experiencing a hardship and would like to request a Special Payment Arrangement (SPA), please visit our website for additional information and to submit your request. Requests are subject to approval by HCWA before the agreement goes into effect. Information may be submitted electronically on our website or feel free to reach out to a customer service representative. Submission of this request will not prevent disconnection of service.
Contributions received through the HCWA Charitable Assistance Program are dispersed to customers in need under the direction of Connecting Henry, a charitable organization that administers the program. If you, or someone you know, needs assistance, please visit our website for additional information on financial assistance resources.
Same-Day service may be available on a limited first-come, first-served basis for a fee of $35. Same-Day service is not guaranteed. The service application and all supporting documentation must be received before establishing service. Deposits paid before 3:00 PM will be turned on the next business day.
If your home has a separate water meter for irrigation, effective 11/01/2022, customers are billed a monthly base fee of $6.45. If you do not plan on using this meter, requests for deactivation may be made at the time of move-in at no charge. All subsequent requests for deactivation will incur a $25.00 fee. Once deactivated, requests to reactivate your irrigation meter will incur a $150.00 fee.
Homeowners who are watering outdoors need to be aware that it has the potential to significantly increase their monthly water bill. If you have an irrigation system, please make sure you know how often your system is coming on and how long it is running. Did you know that just one broken or missing sprinkler component could waste as much as 1,000 gallons of water per week? For more tips on checking your irrigation system please visit https://www.epa.gov/watersense/outdoors
Our goal is to bill every 30 days, however, when you factor in holidays, weekends, and other unforeseen circumstances, it is not always possible. Your service dates can be verified by looking at your statements each month. This information is located to the left of the consumption charges.
HCWA reads and bills all water meters monthly (either by radio read or manually).
There may be several reasons for an increase in your water consumption. Water usage can change due to the season, changes in the size of the household, watering habits, or due to water loss caused by a leak. If there have been no changes in your household habits, click here for information on detecting a leak.
There are significant costs in producing clean water and delivering on a continuous basis to your home or business, therefore, we bill for all water that passes through the meter. We allow customers 30 days to repair any leaks and submit proof of repair and leak discount request to our billing department. Once your consumption has returned to normal, your account will be reviewed and any eligible discounts will be applied.
For more information, contact Customer Service at (770) 957-6659 between the hours of 8:00AM to 4:30PM, Monday through Friday or email at customer.care@hcwa.com .
Payments should be made directly with HCWA by calling 770 957 6659, in person or through our bill pay link on our website.
Any payments made through outside companies may have a delay in posting to your account and could result in late fees or service interruptions.
Click here for information on detecting a leak.
Click here for instructions on turning off your meter (including video).
Click here for information on reading your meter.
If you are experiencing any of the issues below, you may want to have a plumber check you PRV.
- Hammering or vibrating pipes
- Higher than normal water pressure
- Diminishing water pressure
- Plumbing leaks
Click here for information on Pressure Reducing Valves (PRV).
HCWA will be using a third party to process our payments. The company chosen to process payments adheres to the highest standards in security today, assuring your information is kept confidential and 100% secure. The convenience fee of $1.95 goes directly to the payment processing company; no part of the fee is retained by HCWA.
You may acess your account information and pay your bill by clicking the “Pay Your Bill” button at the top right of this page. If you need further assistance you may call the HCWA Customer Service department at (770) 957-6659 between the hours of 8:00AM to 4:30PM, Monday through Friday.
Every bill with a past due balance has a warning that states “NO OTHER NOTICE WILL BE SENT. CURRENT CHARGES ARE DUE BY DUE DATE. PAST DUE AMOUNT IS SUBJECT TO IMMEDIATE DISCONNECTION OF SERVICE.”
No. Our policy is to charge for the amount of water used, however, if you have sewer, please call our Customer Service department at (770) 957-6659 between the hours of 8:00AM to 4:30PM - Monday through Friday.
What should I do if my toilets are slow draining and/or clogged?
If you are part of the HCWA sewer system, please don't hesitate to call us. We have 24/7 On-Call technicians ready to assist.
If you are on a private sewer system (septic tank system) we suggest you call a plumber or someone who works with septic systems.
Is it okay to flush baby wipes, facial cleaning wipes, feminine products, paper towels, etc. down the toilet?
No. Even though the packaging may say flushable these items clog sewer lines as they are not bio-degradable.
If my water is dirty does that mean I have problems with my sewer line?
No. Water lines into your house and sewer lines leaving your house are separate lines.
Can I dump fatty oils or grease (FOG) into my sink drain?
No. Grease sets up in your sewer line over time and will cause severe line clogs. Even if you have a garbage disposal, it still goes into your sewer line. Pour grease into an empty can and once cool place into garbage.
What should I do if I have a sewer smell outside my residence?
Call HCWA at 770-957-6659. We have 24/7 On-Call Technicians ready to assist.
Monday – Friday
8:00 AM – 4:30 PM
Henry County Water Authority
Administrative Building
1695 Highway 20 West
McDonough, GA 30253
Telephone number: (770)957-6659 Fax number: (678)583-2466
Website: www.hcwa.com
Email address: customer.care@hcwa.com
- Private Homeowners: Copy of valid picture ID, and settlement statement, deed, or tax assessment
- Tenants: Copy of valid picture ID and lease agreement
- Commercial property owners: Settlement statement, deed, or tax assessment
- Commercial Tenants: Lease Agreement
- Property Management Companies: Property management agreement/contract
The deposit for residential water service is $100. If sewer is present, an additional $100 sewer deposit is required. All new HCWA customers are required to pay a deposit to set up service. HCWA is currently offering incentives to residential (non-business) customers that could potentially reduce the deposit amount (see “Reduced Deposit Incentives” below).
After two years of perfect payment history, deposits on residential accounts will be credited to the account; returned when the account is closed, less balance owed; or may be transferrable to a new service location in the same customer’s name. A perfect payment history is defined as no returned payments, no more than one penalty, and no disconnects. Commercial deposits are based on the projected monthly consumption and will be quoted in the office or by calling Customer Service. Commercial deposits are only returned when the account is closed, less balance owed and are not eligible for reduced deposit incentives.
Effective July 1, 2023, HCWA offers four incentives to residential (non-business) customers that could reduce the amount of the deposit. New customers, and former customers starting service who do not have an active account, may participate in any, or all, of these cost savings as long as they agree to the terms and conditions of the program. The current incentives are:
Incentives available at the time of application:
1. $10 reduction in deposit for participation in the HCWA Charitable Assistance (bill round-up) Program (CAP). ($20 for accounts with Sewer).
2. $25 reduction in deposit for customers with a credit score between 668-850, based on the “Online Utility Exchange” score. ($50 for accounts with Sewer).
Incentives available after the first billing statement is generated: Note: deposit amounts must be paid upfront and once enrollment is confirmed, will be credited to the customer account. It is the responsibility of the customer to notify HCWA when enrollment is active.
3. $10 reduction in deposit for enrollment in paperless billing. ($20 for accounts with Sewer).
4. $25 reduction in deposit for enrollment in automated draft payments. ($50 for accounts with Sewer)
Terms and conditions: Once accepted, these incentives will remain in effect as long as the account remains current and the customer maintains enrollment in the selected programs. Should the customer choose to terminate enrollment or if service is disconnected due to nonpayment, the full deposit will be required immediately.
The Henry County Water Authority is located at 1695 Highway 20 West, McDonough.
Customer service office hours are Monday – Friday 8:00 AM–4:30 PM. Telephone number: (770) 957-6659. Fax number: (678) 583-2466. Our email address is customer.care@hcwa.com.
Henry County Water Authority has multiple options for our customers:
In-person: Walk-In or Drive-Thru
- Pay with Cash, Paper Check, e-Check, or Money Order (no fee)
- Pay with Visa, MasterCard, or American Express($1.95 convenience fee)
Phone: Dedicated Payment Line
- Pay with e-Check (no fee)
- Pay with Visa, MasterCard, or American Express ($1.95 convenience fee)
Website: One-Time Payment
- Pay with e-Check (no fee)
- Pay with Visa, MasterCard, American Express, GooglePay, ApplePay, PayPal, or Venmo ($1.95 convenience fee)
Register Account - Enter and save your payment method:
- Checking Account or Savings Account (no fee)
- Visa, MasterCard, American Express GooglePay, ApplePay ($1.95 convenience fee)
- Set up Auto-Pay, Text-to-Pay, or Schedule a Payment (fees charged based on payment method)
Bill-Pay:
Set up an Automated draft through your financial institution (no fee).
All card payments over $300.00 made in person/over the phone will incur a 2.95% convenience fee. Please note that HCWA uses an automated system to process checks so all mailed payments MUST include the payment STUB located at the bottom of your bill. Payments must be RECEIVED, NOT POSTMARKED, BY THE END OF BUSINESS ON THE DUE DATE to avoid a 10% late charge. Please allow 7-10 business days for delivery. Failure to receive a bill does not exempt customers from late charges. Bills in dispute must be submitted within 30 days from the bill date.
Click here to access your account or make a one-time payment!
In 2014, Henry County Water Authority’s Board of Directors adopted a resolution authorizing the establishment of The Henry County Water Authority Charitable Assistance Program (CAP). As an HCWA customer, you have the opportunity to help other Henry County residents who are in financial distress by electing to have your monthly water bill rounded up to the next dollar. For Example, a monthly bill amount of $26.43 is rounded up to $27.00 so .57 cents is donated. One hundred percent of collected funds are returned to our community, there are no administration fees and you can opt out at any time.
If your family is experiencing a hardship and would like to request a Special Payment Arrangement (SPA), please visit our website for additional information and to submit your request. Requests are subject to approval by HCWA before the agreement goes into effect. Information may be submitted electronically on our website or feel free to reach out to a customer service representative. Submission of this request will not prevent disconnection of service.
Contributions received through the HCWA Charitable Assistance Program are dispersed to customers in need under the direction of Connecting Henry, a charitable organization that administers the program. If you, or someone you know, needs assistance, please visit our website for additional information on financial assistance resources.
Same-Day service may be available on a limited first-come, first-served basis for a fee of $35. Same-Day service is not guaranteed. The service application and all supporting documentation must be received before establishing service. Deposits paid before 3:00 PM will be turned on the next business day.
If your home has a separate water meter for irrigation, effective 11/01/2022, customers are billed a monthly base fee of $6.45. If you do not plan on using this meter, requests for deactivation may be made at the time of move-in at no charge. All subsequent requests for deactivation will incur a $25.00 fee. Once deactivated, requests to reactivate your irrigation meter will incur a $150.00 fee.
Homeowners who are watering outdoors need to be aware that it has the potential to significantly increase their monthly water bill. If you have an irrigation system, please make sure you know how often your system is coming on and how long it is running. Did you know that just one broken or missing sprinkler component could waste as much as 1,000 gallons of water per week? For more tips on checking your irrigation system click here.
How do I get on HCWA's Approved Contractor list?
You will need to complete the Contractor Application and submit it to the Engineering Department for review and if approved you will be notified.
Contact: 770-914-3688
Is there water and/or sewer available on a property?
For inquiries regarding water and sewer availability, please contact our Engineering Department at 770-914-3688. Depending on the type of request, and/or if you need a formal written letter, a request form will be required as well as a Fire Flow Request Form.
Click here for the Water/Sewer Availability application form.
Where can I find information about permit fees?
Click here to view our Permit Fee schedule.
Where can I find Henry County Water Authority’s Standards and Specifications?
Click here for our Standards and Specifications.
What is the hardness of my water?
Actual hardness is between 20 and 50 mg/l or 1 to 3 grains per gallon. This is considered soft water and there is no need to further soften water within individual households.
Why is my water discolored or muddy looking?
Discoloration in the drinking water does not result from mud or dirt entering the distribution system. Following treatment, all water introduced into the system is clean and clear, and the water lines are pressurized to a point which prevents any mud or dirt from being able to enter into the piping system. There are however, natural elements and minerals in the water that can settle in the main lines or accumulate in household plumbing over time. Some older plumbing made from galvanized steel pipe can cause discolored water itself due to rust or corrosion forming on the inside of the piping. The two main elements that can cause the water to be discolored are iron and manganese, and are natural minerals which give Georgia clay its unique color. Neither of these minerals are harmful, and are even found in most vitamin supplements. While these minerals can accumulate on the inside of the main lines and water tanks over time, the HCWA maintains a water line flushing program and a water tank washout program to help minimize these deposits. When pressure changes occur in the water lines from line breaks, improper flushing of hydrants, extended use of fire hydrants, filling swimming pools and any rapid use of the cold water, then these minerals can become re-suspended in the water and make it appear discolored. This situation may be remedied at the household by flushing from outside hose spigots. If this is ineffective, contact HCWA Operations department at (770) 914-3699 or after hours at (770) 957-6659.
My water smells of chemicals or bleach. Are there a lot of chemicals or extra chlorine in the water?
The answer is no. Chemicals such as chlorine are always kept at within safe and regulated levels. The chlorine is maintained in the HCWA distribution system from 0.2 to 2.5 mg/l which is about half of the maximum allowable level. (Household bleach for example is 50,000 mg/l chlorine.) Any noticeable smells and even tastes can be from a number of possible sources:
- The chlorine within the water can react with odors already in the air, in the drain, or even on plumbing fixtures. Chlorine itself has no odor, but when it comes in contact with any organic material, it will react and give the characteristic bleachy smell. Try smelling unscented bleach in the jug (with little to no odor). Then, put a drop on your index finger and smell (bleach). This is caused by a chemical reaction with your skin (an organic substance). Remedy this by cleaning sinks and drains and running enough water to diminish the smells.
- Chemical smells can also come from a garden hose that is connected to the house. If this hose has water left in it, the water can make its way back into the house by reverse pressure or back siphonage and affect the taste and/or odor of the water in the house. It can also affect the taste of ice in the household freezer. Remedy this by keeping the hose disconnected when not in use or by installing a backflow device specifically designed for hose connections.
Why does my water look milky white?
This can be caused by excessive amounts of air in the water lines. Air can get trapped at high points in household lines or even in the main water lines. The pressurized water within the pipeline can become saturated with air, giving it the white, milky look. To test for this, try filling a clear glass with water and letting it sit on the counter. Then watch to see if the milky appearance disappears with time. This situation may be remedied by flushing from outside hose spigots to remove this trapped air. If this is ineffective, contact HCWA Operations department at (770) 914-3699 or after hours at (770) 957-6659
The flow of water through a faucet may also introduce air into the water and give it the milky white appearance. If a hissing sound is noticed while running the water, try increasing the flow until the sound is no longer heard and the milky appearance goes away. Water heaters can also be a suspect in the milky appearance, especially if it is noticed in the hot water only. Try the same test suggested above to see if the trapped air in the water will dissipate.
Why do my strainers keep stopping up with white particles?
This can be caused by a defective dip tube in the water heater. If this tube is defective, it sheds layers of plastic, which then makes it way through your plumbing and gets trapped in the strainers. To remedy this, contact a licensed, professional plumber or the water heater manufacturer.
Why do my toilets and sinks have black or pink rings or spots on them?
This can be caused by mold and mildew spores that may be present in the air. These spores land in moist environments and form colonies that typically are colored pink or black. These organisms are not in the water, but in the air and are not harmful. The remedy for this is to minimize these spores in the air by using allergy-free filters, keeping lids down on toilets, sealing toilet tank lids, and fixing leaky faucets.
Why does my water smell like rotten eggs or rotting materials?
This may be caused by a couple of things:
One possible cause may be sulfate-reducing bacteria in the water heater. These are non-harmful bacteria that can grow in extreme temperatures. They are even found in some hot springs. These bacteria take sulfate and change it into hydrogen sulfide (rotten egg smell). This can be remedied by turning the water heater all the way up for 24 hours and then flushing it and returning the hot water heater to its normal temperature. Caution: Be extremely careful of scalding water during the 24-hour period. This water will burn very quickly. Extra caution should be used around children. Click here for more information.
Unpleasant smells can also come up from drains and be mistaken for being in the water. Test for this by checking to see if it is actually an odor in the water. Fill a clean glass with the water and then take it away from the sink and smell the water in the glass right over the edge. If there is no smell, it may be the drain. Test this again by smelling close to the drain and see if objectionable odors are noticed. If so, one remedy is to clean out the trap under the sink or simply use a commercial drain cleaner or a small amount of bleach in the drain overnight. If customers are not comfortable with any of the above mentioned remedies a licensed plumber may also be contacted. If the water itself has an odor, please contact HCWA's Water Quality Section at (770) 914-3699 or after hours at (770) 957-6659 for further assistance.
HCWA was founded in 1961 by an act of the Georgia General Assembly.
The plumbing code allowed 50/50 lead /tin solder from 1982 – 1988. After 1988, the Plumbing code changed, and 50/50 lead /tin solder wasn’t allowed. Lead was banned on June 19, 1986.
Our water distribution system does not contain any lead pipe.
We currently have the following types of pipe:
- Ductile Iron – 69%
- PVC (polyvinyl chloride = plastic) – 28%
- Concrete – 2%
- Other - .9% - (polypropylene, copper, cast iron, concrete, AC)
We also add a polyphosphate that contains phosphoric acid (the same thing put in soda) at the water plants, which is used to prevent corrosion in the pipes.
FAQs
Does the water authority test for lead in the water?
Yes. The Authority tests for lead in our source water, and EPD approved Tier 1 homes in our distribution system.
How do I know if I have lead pipes inside or outside my home?
EPA.GOV - Protect Your Tap - Quick Check
Is there lead in my water?
EPA.GOV - Information about lead in drinking water
How do I test for lead in my water?
What are PFAS?
PFAS are manufactured chemicals that have been used in industry and consumer products worldwide since the 1940s. The most widely used are perfluorooctanoic acid (PFOA) and perfluorooctane sulfonic acid (PFOS). PFAS are not naturally found in drinking water but are widely used in many consumer goods.
They have been used in non-stick cookware, water-repellent clothing, paper packaging for food, stain-resistant fabrics and carpets, personal care products, some firefighting foams, and products that resist grease, water, and oil.
How does PFAS enter our waterways?
During production and use, PFAS can migrate into the soil, water, and air. Most PFAS (including PFOA and PFOS) do not break down, so they remain in the environment. According to EPA’s analysis, 20% of an individual’s exposure comes from drinking water. The remaining 80 percent of exposure comes from consumer goods.
Final EPA PFAS Rule
The Environmental Protection Agency proposed a National Primary Drinking Water Rule for six types of PFAS on March 14, 2023. On April 10, 2024, the final rule was announced establishing legally enforceable levels, called Maximum Contaminant Levels (MCLs).
EPA’s health advisory level is the minimum concentration of a compound which may present health risks to an individual over a lifetime of exposure (70 years). Health advisories look at lifetime exposure and consider other sources of PFAS exposure, such as consumer products.
The PFAS that are being regulated include PFOA, PFOS, PFHxS, PFNA, and HFPO-DA, as well as PFAS mixtures containing at least two or more of PFHxS, PFNA, HFPO-DA, and PFBS.
EPA also finalized health-based, non-enforceable Maximum Contaminant Level Goals (MCLGs) for these PFAS.
The standards are measured in ppt (part per trillion). For perspective, one part per trillion in water is equivalent to one drop of water in an Olympic size pool, or one second in 32,800 years.
Compound Final MCL (enforceable levels)
| PFOA | 4.0 ppt |
| PFOS | 4.0 ppt |
| PFHxS | 10 ppt |
| PFNA | 10 ppt |
| HFPO- DA (GenX) | 10 ppt |
| Mixtures of 2 or more | 1 Hazard Index |
What’s Next?
Public water systems must monitor for these PFAS and have three years to complete initial monitoring (by 2027), followed by ongoing compliance monitoring. Water systems must also provide the public with information on the levels of these PFAS in their drinking water beginning in 2027.
Public water systems have five years (by 2029) to implement solutions that reduce these PFAS if monitoring shows that drinking water levels exceed these MCLs.
Beginning in five years (2029), public water systems that have PFAS in drinking water which violates one or more of these MCLs must take action to reduce levels of these PFAS in their drinking water and must provide notification to the public of the violation.
Plans for Henry County Water Authority
Henry County Water Authority has been proactively sampling our water and will continue to submit data quarterly to EPA as required. To date, we have not detected any of the newly regulated contaminants. We will continue to monitor our findkings and keep our customers updated to ensure everyone has safe drinking water.
Please click the links below for more information.
Georgia Environmental Protection Division Information on PFAS