07/15/2026
WATER COMPANY UPDATE
Like many of you we share the same frustrations with the current water, sewer, and garbage payment system and unfortunately we also are getting the constant run around many of you are.
This acquisition was not something anyone is thrilled about nor has it been anything we could intervene with as it was done rather quietly and rather quickly.
Before we get started, the City of Middlesboro has never owned the water service nor did we sell the water company to a new provider.
In October of 2025 American Water and Essential Utilities merged across 17 states with a customer rate base of $29.3 Billion. American Water has now purchased Nexus Water Group who had ownership of our water system as well as ownership in 8 states and 47,000 customers for $315 Million as of June 1.
Depending on the American Water representative you speak with, there are two bills now being sent out and there was a misreading on the estimate on most residents bills. As of now the assurance is that any overages that were paid will be reflected in the form of a credit on the following bill but we are at their mercy as to when that is applied.
As far as billing in the future regarding Sewer, the City of Middlesboro will be forced to purchase the water reading numbers from American Water. We also will now be responsible for taking over our own in-house billing in January. Also before things are assumed or speculated, NO this does not mean a raise in taxes or rates is in the works to offset this cost.
We do have a long history of going back and forth on whether or not to purchase the water company as referenced in 1935, 1946, 1947, 1948, 1950, 1952, 1953, and lastly in 1964 although there have been speculations of an interest to purchase in the late 80’s and early 90’s.
The city also has made attempts and mention of purchasing Fern Lake (Middlesboro’s Water Supply) several times as well over the last century with the last attempt in 1992 in which the city was also unsuccessful.
We also have a long standing issue of the billing process frustrations going back to 2002 before combining billing in 2010 and now we will be separated once again per the new water company’s demands.
We have a long history of an unfortunate relationship with the city not being over our water service or water supply and over the last nearly century it does negatively impact one specific group of people and that is our citizens.
Shortly after the acquisition started last month from American Water Company the question about purchasing the local Middlesboro System was asked to them, we were met with a smirk and the line “that’s not the business we are in” even when met with support and help from our state legislature.
Please keep in mind that once again we share your frustrations and these changes are not by choice of the City of Middlesboro nor are they decisions being made by the local water company employees. We have given updates to you as we have been updated. Any expectations we make of this transition are leading to a constant disappointment and we have little to no ability to intervene.
These decisions are being made in a corporate office in New Jersey so please show grace to both our employees working at City Hall and the operations team at our local water company because they are just as overwhelmed with being the punching bag of a company who sees us as a number.
To file a true complaint against this new water system and the only organization that may be able to hold them accountable, PLEASE call the Public Service Commission (PSC) and let your voice be heard about issues you are having since June. You can reach them at 1-800-772-4636 or fill out a Utility Inquiry Form on their website https://psc.ky.gov/webnet/inquiry. This board is appointed by the Governor and the only hope we have for some bit of accountability to this nationwide corporation taking over our small community.
As of now, we have no promising obligations from the water company other than the standard answer everyone else receives:
WATER BILL -
If you have not received American Water Bill you need to call 844-310-5556 and talk to their representative to get your account number, if you have received a water bill, you can go online, pay over the phone (844-310-5556) but if wishing to pay in person, you must take your bill to Walmart, Kroger, Dollar General, or Family Dollar.
SEWER AND GARBAGE BILL -
This bill will come from “Water Service Corporation of Kentucky” (no you are not being double billed on water), you can pay that online at myutility.us and if you were autopay before, you are still autopay now. You can also pay over the phone at 844-770-1010 or in person at Middlesboro City Hall Monday thru Friday from 8-4 and yes even through lunch.
Our City Hall employees are committed to serving our community to the best of their ability and they are doing a remarkable job of navigating through this period with little to no information or insight of what’s to come.
I know this post does not necessarily answer every question and give every detail that everyone eagerly and rightly deserves but we will make sure things are back as they should be as we have for the last century.
As we said above, we have not purposely held any information, we like you are kept in the dark and are being forced to roll with the punches as they come.
If you have a specific question about your bill, please call City Hall at 606-248-5670 or feel free to come by City Hall and the staff would be more than happy to help any way that we can.
