City of Pikeville

Utility Customer Service

Payment
Options

Add New
Service
Disconnect
Service

Transfer
Service

i
Forms &
Information
Frequently Asked
Questions

Utility Customer Service for Residents and Businesses

Utility Customer Service

The City of Pikeville’s Utility Customer Service Department is dedicated to handling all aspects of connection, disconnection, and billing for the city’s utility services. Our top priority is ensuring the delivery of excellent customer service to our Natural Gas and Waterworks customers. We make it a point to keep our valued customers informed about any changes or new information that may affect their utility services.

If you are not receiving your bill each month, please contact our office to verify we have the correct mailing address on file.  If we have the correct mailing address, please contact the local post office to advise them you are not receiving your bill. 

Customer Service:

Phone: 423-447-2919 (8am-4pm)

Fax: 423-447-2028

25 Municipal Drive, Pikeville

Email:  PikevilleUtility@Bledsoe.net

Natural Gas:

To Report Unusual Conditions

423-447-2919 (8am-4pm)

423-447-5555 (Nights & Weekends)

Email:  PikeGas@Bledsoe.net

Water & Wastewater:

To Report Water Main Break

423-447-2919 (8am-4pm)

423-447-5555 (Nights & Weekends)

Email:  PikevilleWastewater@aol.com

Utility Payment Options

The City of Pikeville does not have any agreement with a third-party payment center to accept water utility bill payments. Although some businesses may claim to accept payments on behalf of the city, these locations are not authorized. It is important to be cautious when making payments at these locations as there is a risk that your payment may not be applied to your account. Customers should be aware that payment is not considered made until the City of Pikeville receives the money, which could take several days. Below, you will find a list of 6 different authorized payment options for your convenience.

Please make sure to have your Utility Bill in hand for all options of payment.

1.  Pay Online

Visit our Online Bill Pay System through CitiSen Portal and pay your Utility Bill. (There is a 2.5% fee for each transaction.)

Methods of Payment:  Credit/Debit Card (Visa, MasterCard, Discover) & Checking Accounts are accepted over a secure website. 

2.  Pay by Phone

833-560-2798 – This number is an automated service.

423-447-2919 – This number is to speak with a live representative.

Methods of Payment:  Credit/Debit Card (Visa, MasterCard, Discover) & Checking Accounts are accepted. (There is a 2.5% fee for each transaction.)

3.  Pay by Bank Draft (Auto Pay)

Bank drafts are accepted as payment.  An application is required to be completed and signed. This is a free service.  All you need to do is complete the Debit Authorization form and provide a voided check.  Your bill will auto-pay each month on the due date.  You will still be sent a bill in the mail or via email, each month.  Please note: Once your bank draft is processed, it will take one billing cycle before it goes into affect.

If you already have the Bank Draft service and would like to cancel it, please complete the Cancel Debit Authorization form.  This form can be submitted in Person, through the Drop Box, by Mail or Email.  Please note:  The Debit Authorization will not stop on any account that is within 5 days of the due date.

4.  Pay by Mail

Methods of Payment: Check, Money Order or Cashier’s Check

Payable to:City of Pikeville” or “Pikeville Waterworks & Natural Gas

Payment Address:
City of Pikeville
Attn:  Utility Payments
25 Municipal Drive
Pikeville, Tennessee  37367

5.  Pay by Drop Box

Methods of Payment: Cash, Checks, Money Orders or Cashier’s Checks are accepted.  All payments must include the payment stub from the utility bill, to ensure proper credit.  The drop box is available 24 hours a day, seven days a week.  Payments deposited in the drop box will be posted by 4pm on the next business day following payment.  If your utility service has been turned off, you will need to pay your bill in person during normal business hours from 8am to 4pm.

Location of Drop Box:
The drop box is located on the exterior wall to the left side of the front entrance, closest to the parking lot, of the Pikeville City Hall Building, 25 Municipal Drive.

6.  Pay in Person

Methods of Payment: Cash, Check, Money Order, Cashier’s Check, and  Credit/Debit Card (Visa, MasterCard, Discover) are accepted.  (There is a 2.5% processing fee for Credit/Debit Card transactions.

Payment Location:
Pikeville City Hall
25 Municipal Drive, Pikeville

Hours of Operation:
Monday through Friday, 8am to 4pm
(Closed on Holidays)

New Utility Service

The City of Pikeville offers first-class utilities for Natural Gas and Waterworks.

How to Sign Up for New Utility Service – In Person

1. Complete the New Service Application for Natural Gas or Waterworks. 

2. Bring to our office during regular business hours (8am-4pm) with the following required documents: 

      • A completed New Service Application for either Natural Gas or Waterworks
      • If signing up for Natural Gas, complete Easement Statement
      • Copy of Lease if Renting; or Proof of Ownership if purchasing or are an existing homeowner
      • Government issued ID for each applicant

All new accounts will be charged a New Service Connection fee (this is not a refundable deposit).  The application cannot be processed until the connection fee is paid.  The New Service Connection Fee can be paid in the office using Cash, Check, Money Order, Cashier’s Check, or Credit/Debit Card.   (There is a 2.5% processing fee for Credit/Debit Card transactions.

How to Sign Up for New Utility Service – Via Email

1. Complete the New Service Application for Natural Gas or Waterworks or Waterworks. 

2. Return by Email to PikevilleUtility@Bledsoe.net or in the Drop Box at 25 Municipal Court, along with the following required documents:

      • A completed New Service Application for either Natural Gas or Waterworks
      • If signing up for Natural Gas, complete Easement Statement
      • Copy of Lease if Renting; or Proof of Ownership if purchasing or are an existing homeowner
      • Copy of Government issued ID for each applicant

All new accounts will be charged a New Service Connection fee (this is not a refundable deposit).  You will be contacted with the required Connection Fee amount upon completion of your application.  The New Service Connection Fee can be paid in the office using Cash, Check, Money Order, Cashier’s Check, or Credit/Debit Card; placed in the drop box or mailed using Check, Money Order, or Cashier’s Check; or via phone using a Credit/Debit Card.   (There is a 2.5% processing fee for Credit/Debit Card transactions.

New Utility Service Connection Fees

New utility service connection fees are as follows: 

Natural Gas

  $75.00 Owned Property
$100.00 Rented Property

Waterworks

$50.00 Owned Property
$75.00 Rented Property

The following links are important documents for you to review and retain for your records upon signing the application agreement:  Title VI & Water Leak Relief.

The above fees are connection fees, not refundable deposits.

NOTE:  If you previously had utilities with the City of Pikeville and still have an “unpaid balance,” you must settle the outstanding amount in its entirety before being eligible to acquire new services.

Disconnect Service

How to Request Disconnection of Services – In Person

1. Complete the Disconnection Request form for Natural Gas or Waterworks.

2. Bring to our office during regular business hours (8am-4pm) with the following required documents: 

      • A completed Disconnection Request form for either Natural Gas or Waterworks
      • Government issued ID

How to Request Disconnection of Services – Via Email

1. Complete the Disconnection Request form for Natural Gas or Waterworks.

2. Return by Email to PikevilleUtility@Bledsoe.net or in the Drop Box at 25 Municipal Court, along with the following required documents:

      • A completed Disconnection Application form for either Natural Gas or Waterworks
      • Copy of Government issued ID for each applicant

Transfer Service

How to Transfer Utility Service – In Person

1. Complete the Transfer of Service form for Natural Gas or Waterworks

2. Bring to our office during regular business hours (8am-4pm) with the following required documents: 

      • A completed Transfer of Service form for either Natural Gas or Waterworks
      • Copy of Lease if Renting; or Proof of Ownership if purchasing or are an existing homeowner
      • Government issued ID for each applicant

All new accounts will be charged a Transfer of Service Connection fee (this is not a refundable deposit).  The application cannot be processed until the connection fee is paid.  The Transfer Service Connection Fee can be paid in the office using Cash, Check, Money Order, Cashier’s Check, or Credit/Debit Card.   (There is a 2.5% processing fee for Credit/Debit Card transactions.

How to Transfer Utility Service – Via Email

1. Complete the Transfer of Service for Natural Gas or Waterworks

2. Return by Email to PikevilleUtility@Bledsoe.net or in the Drop Box at 25 Municipal Court, along with the following required documents:

      • A completed Transfer of Service form for either Natural Gas or Waterworks
      • Copy of Lease if Renting; or Proof of Ownership if purchasing or are an existing homeowner
      • Copy of Government issued ID for each applicant

All new accounts will be charged a Transfer of Service Connection fee (this is not a refundable deposit).  You will be contacted with the required Connection Fee amount upon completion of your application.  The Transfer Service Connection Fee can be paid in the office using Cash, Check, Money Order, Cashier’s Check, or Credit/Debit Card; placed in the drop box or mailed using Check, Money Order, or Cashier’s Check; or via phone using a Credit/Debit Card.   (There is a 2.5% processing fee for Credit/Debit Card transactions.

Transfer Utility Service Fees

There is a $25 fee to transfer current utility service from one address to another.

If the utility service has been disconnected for more than 1 year, customers will be charged according to the New Utility Service Connection Fee rate.

Due Date, Penalties & Non-Payment

Due Date, Penalties & Non-Payment

1. Your Due Date is printed on your utility bill.

2. A 10% late payment penalty is added to your bill by the close of business day on the due date.

3. A $25 reconnect fee must be paid if service is disconnected for non-payment.  Service will not be restored until the reconnection fee is paid.

Frequently Asked Questions

Below is a collection of the most common questions regarding the City of Pikeville Utility Services, with easy-to-understand answers.

How do I pay my utility bill?

You may Pay Online (Please have your bill in hand)

You may Pay by Phone (Please have your bill in hand):

– 833-560-2798 (automated) to pay with a Debit or Credit Card (additional 2.5% processing fee)

– (423) 447-2919 to speak with customer service and pay with a Debit or Credit Card (additional 2.5% processing fee)

You may Pay by Bank Draft (Debit Authorization Form)

You may Pay by Mail (Please include your payment stub with payment):
Pikeville City Hall, Attn: Pikeville Utilities, PO Box 225, Pikeville, TN 37367-225

You may Pay by Drop Box (Please include your payment stub with payment):
Drop Box is located on the exterior wall to the left side of the front entrance, closest to the parking lot, of the Pikeville City Hall building, 25 Municipal Drive

You may Pay in Person (Please bring your bill with you):
Pikeville City Hall, at 25 Municipal Drive, Pikeville, TN

How do I read my utility bill?

We have an information document showing how to ready your utility bill.  The document can be found here.

How do I update my name, address and/or email information?

Please complete the Update Customer Information form and submit it to Customer Service via mail, email, drop box, or in person at 25 Municipal Drive.

My utility service is off, how can I get it turned back on?

Was your service turned off for non-payment, or did it just go off?  This may be either a customer service issue, or an outage. The only way to be sure is to ask if anyone else in the neighborhood lost their electric or water service.  If so, report it as a possible electric outage or water main break.  If no one else in the neighborhood has lost service, call (423) 447-2919 for Customer Service for assistance.

How do I establish, transfer or cancel my utility service?

In order to establish, transfer or disconnect water or natural gas service, you can visit the Utility Forms and Information section for all of the information and necessary forms.  If you prefer to do business in person, you are welcome to visit Customer Service at City Hall, 25 Municipal Drive.

How do I determine my utility account number?

Your account number is found in the upper right hand portion of your utility bill.  It has a format similar to 0000-000000-00 (four numbers dash six numbers dash two numbers).  You can also review the How To Ready Your Utility Bill for assistance.

Can I receive my utility bill via email?

Yes, you have the option of receiving your bill by email.  It you are interested in this option, please fill out the Customer Information Update Form form.  You can return the form by mail, email (PikevilleUtility@Bledsoe.net), drop box or in person to Customer Service at Pikeville City Hall.

How can I set up my account payment through a bank draft?

Bank drafts can be set up using a checking or savings account. An application is required to be completed and signed. This is a free service.  All you need to do is complete the Debit Authorization form and provide a voided check.  Your bill will auto-pay each month on the due date.  You will still be sent a bill in the mail or via email, each month.  Please note: Once your bank draft is processed, it will take one billing cycle before it goes into affect.

When will my bank draft go into affect?

Once your bank draft is processed, it will take one billing cycle before it goes into affect.

How do I cancel my automatic bank draft payment?

To cancel your automatic bank draft payment, please complete the Cancel Debit Authorization form.  This form can be submitted in Person, through the Drop Box, by Mail or Email.  Please note:  The Debit Authorization will not stop on any account that is within 5 days of the due date.

How do I avoid paying penalty charges on my account?

If the ‘net amount’ on the account is paid on or before the 15th of the month, you will avoid paying a 10% penalty.

If I do not pay my bill by the 15th of the month, will my utilities get disconnected?

You have up to five (5) days after the 15th of the month to pay the bill.  However, you will be charged a 10% penalty for late payment.  After the five (5) day period, the utility services will be disconnected without any further notice.

An applicable reconnection fee must be paid before services are restored.  Any service that is disconnected for non-payment will not be turned back on except during normal office hours.

Will Utility Customer Service notify me prior to disconnecting my services?

No.  If a bill remains unpaid five (5) days after the 15th of the month, all services will be disconnected without any further notice.

An applicable reconnection fee must be paid before services are restored.  Any service that is disconnected for non-payment will not be turned back on except during the hours of 7am to 3pm.

Why do I have to pay a reconnection fee after my utility service has been disconnected?

Waterworks & Natural Gas are furnished to customers subject to the Rules and Regulations of the Mayor and Board of Aldermen of the City of Pikeville.  These Rules and Regulations are part of every application, contract and/or agreement entered into between the customer and Pikeville Waterworks & Natural Gas.

What happens if I pay my account after receiving a disconnection notification?

Once the service personnel is dispatched to disconnect services, the services will be disconnected unless the customer can show proof of payment or customer service informs the service personnel of payment.  The service personnel cannot take your payment.  Once disconnected, a reconnection fee must be paid in full in order to be reconnected.

How do I avoid having my utility services disconnected?

If the ‘gross amount’ (past due) on the account is paid within five (5) days of the 15th of the month, you will avoid services being disconnected.

If my utilities get disconnected for not paying my bill, what do I need to do to get them turned back on?

If services are disconnected for non-payment, you will have to come into the office to request a reconnection.  Business hours are Monday-Friday, 8am-4pm.  The request will be processed once the following have been paid:

– Past due amount

– Reconnection fee of $25 for each service

What happens if my payment is returned for insufficient funds?

If your check is returned for insufficient funds, a customer service representative will attempt to contact you by phone.  We can only reach you if your phone number is up-to-date on your account.

Services will be disconnected the morning following the return of the check if the account is past the ten (10) day grace period (10 days after your statement is due).

If services are disconnected due to a returned check, you will have to come into the office to request a reconnection.  You must bring cash to pay the following:

– Amount of the returned check

– $20 returned check fee

– $25 reconnection fee

I have a higher than normal water bill from a water leak and I have fixed the leak. May I get an adjustment to my bill?

Yes, you may qualify for an adjustment if you meet the following criteria:

– The leak must occur on the customer’s side of the meter, must be accidental in nature, and must be repaired within a period of five (5) days from discovery

– If the leak causes a water bill that exceeds 200% of your average monthly bill (based on the last 12 months)

An adjustment can be made only one time in a 12-month period and may cover only two (2) consecutive bills.

To request an adjustment on your bill:

– Customer must call the Water Leak Relief Service Line at 1-855-426-7655

– Water Leak Relief representative will then contact Pikeville Utility Customer Service for billing information for the last 12 months.

– Water Leak Relief representative will decide if the customer must provide a copy of the bill for the leak repair or a receipt of the parts used to make the repairs (if the repairs are made by the customer)

Once the Customer Service Representative determines if the adjustment qualifies, they will calculate the adjustment. The Water Leak Relief representative will then send payment to Pikeville Utility Customer Service for the customer’s account to be credited.  The customer will be responsible for the remaining amount due on the account, including any penalties or fees that are applicable.

If a customer was notified by the Utility of a leak and did not make the needed repairs within five (5) days, no adjustment will be granted.

Where can I find the current utility rates?

Current utility rates can be found here.

What are your normal customer service business hours?

Utility Customer Service is open Monday – Friday, 8am-4pm.

The Customer Service Office is closed on Holidays.

Who do I call if I have a utility problem after office hours?

Please call 423-447-5555 for any ‘after-hours’ emergency, and the appropriate utility employee will be contact.

What should I do if I smell natural gas?

If you smell a strong odor of natural gas (similar to rotten eggs) you should open the windows and evacuate the building immediately.  DO NOT smoke or use anything that produces an open flam.  Once away from the building, call 423-447-2919 during regular business hours or 423-447-5555 for any ‘after-hours’ emergency, and the appropriate utility employee will be contact.

Contact Us:

Phone: 423-447-2919 (8am-4pm)

Fax: 423-447-2028

25 Municipal Drive, Pikeville

Email:  PikevilleUtility@Bledsoe.net