Frequently Asked Questions
Answers to common questions about service, billing, and your account.
About N/CG Utility District
Where is your office located?
2002 Johnson Industrial Blvd., Nolensville, TN 37135. From Nolensville Road, turn onto Stonebrook Blvd., then turn right at the first road (Johnson Industrial Blvd.) — we're the second building on the right.
What are your office hours?
Monday through Friday, 8:00 am – 3:45 pm. Closed for New Year's Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving (2 days), Christmas Eve, and Christmas Day.
How do I get help after hours?
Call (615) 776-2511. Our answering service will take your call, and in an emergency, page our on-call operator to respond. For non-emergency matters, please contact office staff during regular business hours.
Why do I receive a separate sewer bill?
N/CG does not provide sewer service. Sewer service in our area is provided by either the City of Brentwood or Metro Nashville.
New Service
What forms do I need to fill out for new service?
See New Customers for the forms and process.
Is my service fee refundable?
No, the $75 service fee is not refundable.
When will I get my first bill?
Typically after your first full month of service.
Do I need to sign up for sewer service?
It depends. We set up the account if you have Metro Sewer Service. If you have Brentwood sewer service, contact them at (615) 371-0080. Call our office at (615) 776-2511 to confirm who provides sewer at your location — not all areas have sewer service.
What if I have questions about my sewer bill?
Metro Sewer: (615) 862-4600. Brentwood Sewer: (615) 371-0080.
Account Termination
How do I terminate my current water service?
Contact the office with your desired discontinuation date and a forwarding address for your final bill. If the new customer doesn't contact us, the bill remains in your name until we're notified. Please give at least 48 hours' notice if possible, via phone, mail, or email.
When will I get my final bill?
Normally during the next billing cycle after your termination date.
Is my meter read every month?
Yes, meters are read monthly.
Billing Concerns
What if I do not receive my bill?
Contact our office for your current balance. Per your water supply contract, failure to receive a bill does not release you from payment obligations, a billing discount, or exemption from late fees or disconnection.
What if my bill is higher than normal?
Irrigation systems and leaking toilets can use a tremendous amount of water. See our Leak Identification Tips for help tracking it down.
What happens if I don't pay my bill on time?
A late fee equal to 10% of your current bill is added and listed on your next statement.
What do I do if I am having trouble paying my water bill?
Call the office — we'll try to work with you on a payment plan.
What if my service was cut off for lack of payment?
Payment in full is required to restore service, plus a $50 reconnection fee during business hours or $100 after hours. Call (615) 776-2511 to arrange payment and re-establish service.
Can I turn the water back on myself and avoid the fee?
No. Tampering with District property carries a $250 fee for a first offense and $500 for subsequent offenses, plus the cost of any damage to District property.
Still Need Help?
Call our office at (615) 776-2511, Monday–Friday, 8:00 am – 3:45 pm, or email support@ncgud.com.
See also: Leak Identification Tips and New Customers.