Contact Us
You can contact our customer service representatives by calling (931) 967-2238 or completing the form below.
Inclement Weather Postponements
For residential customers who are scheduled to be disconnected due to non-payment, the disconnection may be postponed for inclement weather. If the forecasted high is 32°F or lower during the day and/or below 20°F during the night or a high of 95°F or above during the day, the disconnection will be postponed. The postponement will not extend beyond the extreme weather condition.
Routine Disconnection of Service(s)
If the amount past due remains unpaid the day following the 10 day grace period, all utility services will be shut off on that day with the following exceptions:
Service disconnections will take place on Friday provided they can be accomplished prior to noon.
Industrial disconnects will be allowed an extra ten days before the disconnect is printed. The Utility Board members will be notified and it will be addressed at the next scheduled board meeting, per TVA guidance.
Disconnects will be printed and given to field personnel no later than 11:00 a.m. on the day of the disconnect. Once the WUS employee is dispatched, he will disconnect the service and the customer will be required to pay a reconnection fee along with all other applicable fees.
The only situation in which the WUS employee will not disconnect the service is if a Customer Service Representative notifies him that the bill has been paid or the customer can show a receipt of payment, per TVA guidance.
- Pending extraordinary circumstances to be determined by the Assistant Manager; or
- Inclement weather (see above)
Service disconnections will take place on Friday provided they can be accomplished prior to noon.
Industrial disconnects will be allowed an extra ten days before the disconnect is printed. The Utility Board members will be notified and it will be addressed at the next scheduled board meeting, per TVA guidance.
Disconnects will be printed and given to field personnel no later than 11:00 a.m. on the day of the disconnect. Once the WUS employee is dispatched, he will disconnect the service and the customer will be required to pay a reconnection fee along with all other applicable fees.
The only situation in which the WUS employee will not disconnect the service is if a Customer Service Representative notifies him that the bill has been paid or the customer can show a receipt of payment, per TVA guidance.
Disconnection of Service(s) - Medical Emergency
Winchester Utility System will flag the accounts of customers requiring uninterrupted utilities because of a medical emergency. To qualify, the customer must bring a Medical Emergency Certificate Form with a well-defined illness issued by a licensed Physician or Nurse Practitioner stating the medical necessity of utilities. It is the responsibility of the customer to notify WUS when this condition occurs.
WUS will annually request an updated Certificate of Medical Emergency through billing statements.
In the event the services become delinquent, WUS will install a low voltage electric meter, adequate enough to supply electricity to the required medical equipment. For full power to be restored, the past due amount and any usage incurred on the reduced meter must be paid in full.
The low voltage meter will be in place for a maximum of thirty (30) days before it is disconnected. In the event the low voltage meter is “tripped off,” service will be restored according to the “Reconnection of Services” guidelines.
If full payment of the past due amount, including all late fees, is not received by the end of the 30 day postponement period, services will be disconnected without further notice.
Winchester Utility System will only grant this postponement for termination due to a medical emergency 2 times in a twelve month period.
WUS will annually request an updated Certificate of Medical Emergency through billing statements.
In the event the services become delinquent, WUS will install a low voltage electric meter, adequate enough to supply electricity to the required medical equipment. For full power to be restored, the past due amount and any usage incurred on the reduced meter must be paid in full.
The low voltage meter will be in place for a maximum of thirty (30) days before it is disconnected. In the event the low voltage meter is “tripped off,” service will be restored according to the “Reconnection of Services” guidelines.
If full payment of the past due amount, including all late fees, is not received by the end of the 30 day postponement period, services will be disconnected without further notice.
Winchester Utility System will only grant this postponement for termination due to a medical emergency 2 times in a twelve month period.
Customer Requested Disconnection of Services
Customers with current service(s) wishing to disconnect the service(s) must request the disconnection in writing to the office of Winchester Utility System at least 3 days prior to the desired disconnect date.
Reconnection of Services
Customers will be required to sign a SPP (Service Practice Policy) and provide the utility with an updated phone number before services will be reconnected.
Any request for reconnection that is received into the office during normal office hours of 7:00AM – 4:00PM will be processed and completed within 48 hours of receipt of the request. The customer will be required to pay the delinquent amount owed plus an $40 reconnect fee.
Any request for reconnection after-hours will be done for customers experiencing an emergency. Any customer receiving an “emergency” reconnection will be subject to pay the delinquent amount owed in addition to the following emergency reconnection fees of $100.
After-hours fees must be paid by cash or money order at the main office night drop box in front of the servicemen who are reconnecting the services. Only the exact amount will be accepted, the utility employee will make no change. The utility employee will give the customer a paid receipt before the meter/meters are turned on.
A utility employee will only be dispatched once per residence after regular business hours.
If the customer does not have the full amount required to reinstate the service, or does not have exact change, then the service will not be reinstated that night. The customer will have to come into the office between the office hours of 7:00AM and 3:00PM and pay all the charges including the after-hours reinstatement fee.
Any request for reconnection that is received into the office during normal office hours of 7:00AM – 4:00PM will be processed and completed within 48 hours of receipt of the request. The customer will be required to pay the delinquent amount owed plus an $40 reconnect fee.
Any request for reconnection after-hours will be done for customers experiencing an emergency. Any customer receiving an “emergency” reconnection will be subject to pay the delinquent amount owed in addition to the following emergency reconnection fees of $100.
After-hours fees must be paid by cash or money order at the main office night drop box in front of the servicemen who are reconnecting the services. Only the exact amount will be accepted, the utility employee will make no change. The utility employee will give the customer a paid receipt before the meter/meters are turned on.
A utility employee will only be dispatched once per residence after regular business hours.
If the customer does not have the full amount required to reinstate the service, or does not have exact change, then the service will not be reinstated that night. The customer will have to come into the office between the office hours of 7:00AM and 3:00PM and pay all the charges including the after-hours reinstatement fee.