Our office is open from 7:30 a.m. to 4:00 p.m., Monday through Friday. We are closed in observance of the following holidays: New Year's Day, President's Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day. In the event that one of these holidays falls on a weekend, we will be closed on the business day immediately before or after the holiday.
We service customers in part of Brentwood and part of Franklin in what is generally referred to as the Cool Springs area. You can call our office to find out if your home or commercial building is in our district.
Call (615) 628-0237 at any time. One of our maintenance staff is always available. In the event of an after-hours emergency, our maintenance staff can make a service call to your residence. A $65.00 service fee may be assessed. If you need to speak to a member of our office staff, leave a message with the answering service, and we will make every effort to return your call on the next business day.
Our office is located at 465 Duke Dr., Franklin, TN 37067. From I-65, take exit 69 to Moores Lane heading west. Turn left onto Mallory Lane. Turn right onto Mallory Station Rd. Turn Left onto Duke Dr. We are on the right.
Yes, accounts that have existing services will have the service fee added to the first month's bill.
No, the service fee is not refundable.
In order to begin water service for your home, you must complete a Water Supply Contract, Application and a Cross Connection Form.
These forms can be returned to our office in person (a drop box is available after hours), faxed to us at (615) 628-0241, or mailed to the following address:465 Duke Drive, Franklin, TN 37067. Please make every effort to ensure that Mallory Valley receives these forms at least 48 hours before service is to begin.
Typically, your first bill should arrive 30 to 45 days after your first day of service.
As long as our office is made aware of your new address before your final billing has been run, we will be more than happy to forward your last bill to your new home.
In order to disconnect service, please contact the District Office during normal business hours. Please understand this cannot be processed until we recieve your written request and have responded to you with a confirmation number. We ask that all requests for service disconnection be submitted to our office with at least 48 hours of notification. If you are unable to give Mallory Valley 48 hours notice, we will do our best to disconnect your service as soon as possible.
You can email your requests for disconnection to our Administrative Assistant, mvud@mvud.org or fax it to (615) 628-0241.
Please include the following information:
- Your name
- The address of the home or business that you are disconnecting service from
- The date you wish service to be disconnected (Monday through Friday only)
- The forwarding address for your final bill
- A phone number or email address to contact you if we should have any questions
Normally, your final bill will arrive during the second week of the first full month after your service is disconnected.
You can access your online account to print your bill or you can either contact our office.
Anyone with concerns about paying any current or past due balance in a timely manner is encouraged to contact our office. We address such situations on a case by case basis and will do what we can to alleviate the situation.
If your bill is not paid by the 1st of each month, late fees will be assessed on your account. Mallory Valley does not assess late fees until around the 5th. Late fees are equal to a percentage of the current bill and are listed on your bill for your convenience in the event that you are unable to pay your bill on time.
If you do not receive your bill by the second week of each month, please contact our office to obtain the current balance due on your account. As is stated in your water supply contract, failure to receive your bill will not release you from payment obligation nor will it entitle you to a billing discount or exempt you from late fees or service disconnection for non-payment.
There are many different things that could cause increased water usage. For example, high usage could be the result of overnight visitors in your home, new water appliances, or irrigation of your lawn during warmer months. During meter reading, if your water usage is found to be more than three times your average, Mallory Valley will reread your meter to ensure that the reading is accurate and that there is no sign of a problem at the meter or in the service line leading from the main water line to the meter. If you receive a bill that you feel is higher than it should be, please contact our office and we will be happy to discuss it with you.
Minimum bills help to cover Mallory Valley’s operating costs, such as the costs of maintaining the meter, maintaining the water lines to the meter, reading the meter each month, and office expenses (such as the monthly billing statement that is mailed to each customer). Mallory Valley began charging customers for a minimum bill in 1966. This is standard practice for all utility districts in the area.
New payment methods will include:
More ways to pay will include:
- By mail: P.O. Box 936 Franklin, TN 37065
- By Contacting our office: (615) 628-0237
- In person: at the District office, 465 Duke Drive, Franklin, TN 37067
- Drop box: located at the District office, 465 Duke Drive, Franklin, TN 37067
- MVUD Auto-Pay Bank Draft - Customers can sign up for this service on our website www.MVUD.org
- Bill Pay through your local bank - Through customer’s bank if available (After the transition, If you use this payment method with you bank, you will need to contact your bank with your new MVUD account information)
- IVR payment: 24/7 with our automated phone service Call (855) 603-1530
The District will not assess any fees for ACH payments or electronic check payments. However, use of a debit card or credit card will incur a processing fee. The processing fee will be assessed by Invoice Cloud for processing these transactions. Customers will be assessed a processing fee of 3% or a minimum of $3.00 per transaction when using a debit card or credit card. IVR payments will be charged the processing fee plus an additional $0.95 fee.
Please note - Many banks offer online banking services that allow for bill pay. Please understand that if you pay your bill online through your bank or another online bill payment service, Mallory Valley receives a check in the mail from the bank or payment service. Therefore, payments are considered to have been made on the date postmarked on the check’s envelope. Paying your bill online before the 1st does not guarantee that the check will be mailed in time to be considered as an on-time payment.
Yes. Our drop box is located at the drive thru of our District office.
Log onto your Customer Portal and cancel your draft.
You can do this through your online account portal.
Your water bill is calculated based on water usage from about the 1st of one month to the about the 1st of the next month. The actual dates of service used will be listed on your bill. Your water usage is then applied to the District's current water rate schedule. Our rate schedule can be found on our website.
There is $20.00 fee for each returned check or bank draft. Customers will be notified of the returned item by mail. Replacement funds in the amount of the returned transaction plus the $20.00 fee will be due within three weeks of the failed transaction. If payment is not received, water service will be subject to termination, and a reconnection fee will be required to reactivate service. Customers with three or more failed transactions returned to our office will no longer be able to make payments with check or automatic draft.
Every meter in our district is read around the 1st of every month. The exact date your particular meter is read each month will vary.
Payments on all accounts are due the 1st of each month.
Once you are an established customer, your bill should arrive during the second week of each month. For new accounts, typically, your first bill should arrive during the second week of your first full month of service. For accounts which have recently been disconnected, normally, your final bill will arrive during the second week of the first full month after your service is disconnected.
The cost varies and you will need to call our office to obtain the cost. Additional charges will also be decided upon by you and the professional you hire to install the system.
Once the necessary fees are paid to Mallory Valley and the paperwork is completed, you will need to contact a professional to install the irrigation system. They would also be responsible for tying the irrigation system into the water meter. You will then be able to use your new irrigation meter. Your irrigation water meter will then be added to your water bill account for use.
If you have a leak, and the leak is repaired, provide our office with a plumber’s affidavit or other written documentation of the problem, and our office manager will determine whether or not you qualify for a leak adjustment. If you were not provided with a plumber's affidavit, please complete our Leak Adjustment Request Form. To learn more about our leak adjustment policy click here.
If you think you have a leak, contact Mallory Valley, and we will discuss the steps we can take to check for problems at the meter and in the service line leading to the meter. If we do not find any problems, and you still feel you may have a leak, then it is at your discretion and not at the suggestion of Mallory Valley that you may decide to have service personnel check for problems in your home or in the water line leading from the meter to your residence. Under no circumstances is Mallory Valley able to investigate potential problems on the customer’s side of the meter.
Leaks on the customer’s side of the meter are the customer’s responsibility. If you feel someone else should be held accountable for the leak, let our office know the details of the situation, and we will work together to determine the best course of action. However, Mallory Valley cannot be held accountable for leaks beyond the meter.
Our most recent Water Quality Report can be found under the Water Quality Report tab on our website.
Contact our office, and we will check the water pressure at the meter. If the pressure at the meter checks okay, then that indicates the cause of the water pressure is between the meter and your home. Our staff will be glad to discuss our findings with you.
Our water is considered to be moderately hard and is running approximately 6.5 grains per gallon (or approximately 110 parts per million).
Mallory Valley’s water is purchased from Harpeth Valley Utility District. More details can be found by clicking the Water Quality Report tab on our website.