Kentucky American Water is experiencing a billing transition issue for former Water Corporation of Kentucky customers in Middlesboro. We are working to resolve the issue and apologize for the inconvenience.

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WELCOME TO KENTUCKY AMERICAN WATER.
WE’RE PROUD TO BE YOUR NEW WATER SERVICE PROVIDER.

On June 1, 2026, Kentucky American Water completed the acquisition of the Water Service Corporation of Kentucky’s water system. As a trusted provider of safe, clean, reliable and affordable water and wastewater service to communities across the state, we look forward to delivering the same high-quality service to you.

PLEASE NOTE: During the transition of customer accounts to Kentucky American Water, we identified an issue that may have caused some Middlesboro customers’ first bills to show a higher-than-expected balance. This occurred due to a delay in transferring payment information from Water Service Corporation of Kentucky’s billing system to Kentucky American Water’s system. We are actively working to update impacted accounts and apologize for any inconvenience. Any necessary water service credits will be applied automatically. While this issue is being resolved, no late fees will be charged and no water service disconnections will occur. Please remember that Kentucky American Water accepts payments for water service only. Payments for sewer and trash services should continue to be made to Water Service Corporation of Kentucky. For more information, payment options, or assistance programs, visit www.amwater.com/kyaw or contact Kentucky American Water Customer Service at 1-800-678-6301.

Thank you for your patience as we complete this transition.

Welcome Packet

Welcome packets will be mailed to our new customers in June, which will include:

You’re in good hands.

We have the people and technologies in place to get the job done right. Kentucky American Water is the largest regulated water utility in the state, serving approximately 550,000 people in 16 counties. Our team of experts works hard to earn our customers’ trust and satisfaction. In fact, many of our employees are also Kentucky American Water customers. We’re also proud to welcome employees from Water Service Corporation of Kentucky to the Kentucky American Water team.

Plus, we have access to national resources. Our parent company, American Water, is the largest regulated water and wastewater utility company in the United States, with extensive experience and a strong reputation for leadership, innovation and expertise in water and wastewater services.

Meet our team.

Questions about your water bill? Come visit us!
Customer Service Pop-Up Starting July 21 – 8 a.m. – 3 p.m.
Kentucky American Water is pleased to be the new water service provider in Middlesboro! To better serve our new water customers as we transition customer account information from the previous water service provider to our billing system, Kentucky American Water is hosting a special customer service “Pop-Up” location for customers who have questions about their water service account.

New Heights Church, 606 N. 15th Street, Middlesboro
Tuesday, July 21 through Friday, July 24, 8 a.m. to 3 p.m.
Monday, July 27 through Friday, July 31, 8 a.m. to 3 p.m.

Water Service Corporation of Kentucky Lead Button

Learn about our lead service line replacement program.

As part of our Lead Service Line Replacement Program, we’d like to replace lead and certain galvanized water service lines over the course of the next several years. First, we need to know where they are. If you’re a new water service customer of ours, over the next few weeks, we’ll update our online inventory map with information about your service line. If the customer-owned service line material is unknown to us, you can help by visiting kentuckyamwater.com/leadfacts and reporting your customer-owned service line material online.

About your rates.

As part of the sale agreement approved by the Kentucky Public Service Commission (PSC), we will be adopting Water Service Corporation of Kentucky’s rates as follows:

Water Rates

  • Fixed Service Charge (based on meter size): For the typical residential customer with a 5/8” meter, the charge would be $15.78 per month.
  • Volumetric Water Usage Charge:
    • First 100,000 gallons: $0.6855 per 100 gallons
    • Over 100,000 gallons: $0.4730 per 100 gallons
  • All other fees and surcharges are in accordance with Kentucky American Water’s tariff approved by the PSC.


Kentucky American Water is regulated by the PSC, and any future proposed changes in rates will be subject to extensive governmental review and approval. For more information about rates, visit kentuckyamwater.com/rates.

About billing.

We will continue to bill you monthly for water service. Here’s how the billing transition will work: You will receive your first bill from Kentucky American Water for water service in June or July, depending on when your meter is read. The first bill may be prorated and will cover water service charges from Water Service Corporation of Kentucky’s last reading through Kentucky American Water’s first meter reading in June. You will be billed monthly thereafter.

For Middlesboro Customers ONLY: The City of Middlesboro will now bill you separately for wastewater service and trash services. These charges will no longer appear on your water bill.

If you have a past due amount with Water Service Corporation of Kentucky: Any past due balance for Water Service Corporation of Kentucky should be paid and mailed to Kentucky American Water. We have several convenient payment options, including Auto Pay, paying online on MyWater (amwater.com/mywater), by phone and in person.

Important updates about billing:

  • Paperless Billing: If you were previously enrolled in Water Service Corporation of Kentucky’s paperless billing program, we automatically transitioned you to our paperless billing program. Still receiving a paper bill? Enroll in paperless billing online at amwater.com/mywater.
  • Managing Your Account Online: If you were previously enrolled in My Utility, we automatically enrolled you in Kentucky American Water’s MyWater, IF the user ID was available AND the user ID met our security requirements. For example, the User ID cannot be an email address. Not enrolled? Enroll at amwater.com/mywater. Be sure to have your new Kentucky American Water account number handy.
  • Auto Pay/EFT: If you were previously enrolled in Water Service Corporation of Kentucky’s Auto Pay/EFT program, we did not receive customer banking information from your previous utility. As a result, you will need to reenroll in Kentucky American Water’s Auto Pay program. You can enroll on MyWater at amwater.com/mywater or by calling our Customer Service Center.

In person payment location updates.

  • Clinton Drop Box (located at 100 E Jackson St, Clinton): We will continue to accept payments at Clinton’s drop box through December 30, 2026. Please note: it could take up to 10 business days to process your payment. If you prefer to pay in person, we do have several authorized payment locations. The nearest location to the existing drop box is Dollar General, 35 State Route 780, Clinton. For a complete listing, visit Billing & Payment webpage.
  • Middlesboro City Hall (located at 221 N 21st Street, Middlesboro)
    • Middlesboro City Hall will no longer be accepting payments for water service on our behalf. We have several convenient payment options, including Auto Pay, paying online on MyWater (amwater.com/mywater), by phone and in person. If you prefer to pay in person, we do have several authorized payment locations. The nearest location is Dollar General 4407 Cumberland Ave., Middlesboro. For a complete listing, visit Billing & Payment webpage.
    • You can still use the drop box to pay wastewater and trash services: The City of Middlesboro will now bill you separately for wastewater service and trash services. These charges will no longer appear on your water bill.

We offer bill assistance programs.

Since 2000, Kentucky American Water has been assisting residential customers who qualify through its H2O Help to Others Program™. The program offers:

  • Grants of up to $250 per household per year. To see if you qualify, contact the Community Action Council, our program administrator, at 859-233-4600.
  • Budget billing, installment plans and more.
    For more information, visit kentuckyamwater.com/H2O.

We're invested in your water and/or wastewater system.

We believe in investing in our infrastructure. We evaluate our systems and facilities, prioritize projects and make necessary capital investments to improve service. Kentucky American Water plans to invest a total of more than $3.3 million in these newly acquired systems during the first five years of ownership to enhance the quality and reliability of water service. Improvements include replacing water meters within the first seven months, implementing safety and security enhancements, replacing service lines, and integrating and strengthening the Supervisory Control and Data Acquisition (SCADA) systems that are used to control and monitor the water system.

Stay informed.

One of the most important steps you can take right now is to ensure we have your up-to-date contact information. We use a mass-notification system to keep customers informed about:

  • Water-related emergencies—such as boil water notices, major main breaks, and conservation requirements.
  • General alerts like planned service outages and hydrant flushing.

Emergency alerts are automatically sent to all phone numbers and email addresses on file, but you must opt in to receive general alerts. Timely updates are essential, especially as we begin work in your area.

Updating your contact information online will allow us to keep you better informed.
Please visit amwater.com/mywater and use your account number provided on your Kentucky American Water bill to set up a MyWater account. Once logged in, click the Edit Info button above My Bill near the top of the page, and click the Change button under Alert Settings to update your contact details and alert preferences. Note to Landlords/Property Owners: If you have tenants who are not direct customers, they can sign up for alerts at awcodered.com or by texting WATER to 24639.

*Standard text, data and phone rates may apply.

We offer interpreter services in many languages.

If English isn’t your preferred language, and you have a question about your bill or any communication you receive from us, contact our customer service center.

We’re here to answer your questions.

Our customer service representatives are available to answer your questions at 1-800-678-6301 Monday through Friday from 7 a.m. to 7 p.m. For emergencies: we’re available at this number 24/7.

You can also access MyWater anytime to view and pay your bill, track water use, and sign up for paperless billing and more. Visit amwater.com/mywater to register. It’s that easy. Be sure to have your account number handy.

We also invite you to follow us on Facebook, Instagram, X and YouTube.

It’s a privilege to serve you.

It’s a privilege to help keep your life flowing. Thank you for taking the time to learn more about us and for allowing us to serve you.