How does billing work at Louisville Water?

Have you ever wondered how your Louisville Water and Louisville MSD bill is calculated?

Turns out, there are many water professionals behind your water and wastewater bill, ensuring you only pay for the water you use! Here’s how.

When you use water, it flows through a meter typically located outside or in some cases, inside your home.

These meters, along with advanced metering infrastructure (AMI), accurately measure your water usage. The meter is not only recording how much water you use, but the AMI system allows you to track when you used it. You can track water usage monthly, daily, and hourly through Pure Connect℠, Louisville Water’s online customer portal.

Meter readings are sent to Louisville Water through electronic transmission. The usage data is uploaded to our billing system. This data is crucial as it is prepared for billing. The process is usually seamless so that your water usage is correctly recorded and billed.

Drinking water and wastewater are both billed based on the amount of water used and measured in 1,000-gallon increments. We do this for the customer's benefit. Meaning, no matter how much water you use, we are always going to round down to the nearest 1,000-gallon increment. Anything over 1,000 gallons will roll over to the next bill. In the example below, this customer's usage was rounded down to two cons or 2,000 gallons for the month.

Before the bills are sent to the customer, Louisville Water’s billing team steps in to review any bills that look out of the ordinary and determine whether the account is ready for billing.

Once bills are sent, customers have 21 days to make their payment. We've made it easy with several payment options online at LouisvilleWater.com. Customers can pay by phone, mail, or in-person at any participating Scan-to-Pay or Walmart Bill Pay location. We strive to make paying your bill as convenient as possible.

If paying your water and wastewater bill ever puts you or your family in a bind, we offer several options through Drops of Kindness℠, a customer assistance program in partnership with Louisville MSD. You can learn more about the help available at DropsofKindness.com.