Unsure which utility serves your address? You can look up your neighborhood to confirm.
The Brookwood Utility is located in the Town of Brookwood, just off of Interstate 20/59 in Tuscaloosa County. It currently serves approximately 300 customer accounts.
Please contact Customer Service if you are in need of assistance.
Below, you can find information which is specific to customers of the Brookwood Utility.
Brookwood Utility Frequently Asked Questions (FAQ)
Customer Service
How Can I Reach Customer Service?
| Email: | alcustomersupport@swwc.com |
| Telephone: | 205-733-1672 or Toll Free 866-674-7922 |
| Fax: | 205-982-7139 |
| Mail: | 2086 A Valleydale Terrace Birmingham, AL 35244 (View a map of our office location) |
Please note we strive to address your inquiry as quickly as possible. Following are tips to help expedite the processing of your inquiry:
Tip #1: Be prepared and have the following information ready when calling or e-mailing us:
- Account name as it appears on your bill
- Account number
- Indicate whether you are the homeowner or the tenant
- Service address about which you are inquiring
- Description of request or issue
- If emailing us, provide phone number where you may be reached between 8:00 a.m. and 4:30 p.m., Monday through Friday
Tip #2: Avoid calling when everyone else calls.
Our customer care center is open 8:00 am to 4:30 pm Central Time. Call volume is usually the heaviest on Mondays and our busiest hour is from 8:00 a.m. to 9:00 a.m. You may experience a shorter hold time or faster service by calling outside these times.
If you choose to email us with your questions or request, please allow us 2 business days to research your issue and respond.
What are your business hours?
| Hours of Operation: | Monday – Friday, 8:00 a.m. to 4:30 p.m. Central Time Closed most nationally recognized holidays |
| After Hours Service Emergencies: | 205-987-8352 or Toll Free 800-844-8350 Our 24/7 answering service will take your information and contact a service technician. |
Billing and Payments
How Can I Pay My Bill?
We have convenient electronic payment options available, including automatic bank draft, which can be used by establishing an electronic profile on our Customer Portal.
You may also mail your payment to our Customer Care Center identified on your bill. You may also deliver it in person or utilize our drop box located at:
Customer Care Center
2086 A Valleydale Terrace
Birmingham, AL 35244
For more information about ways to pay, please review our Payment Options page.
When Is My Payment Due?
Your payment is due the 20th of every month.
Can I Pay Your Field Service Person To Avoid Service Interruption?
Our field personnel are not authorized to accept payments in any form. To avoid service interruption, please contact our Customer Service Department.
Why do I have to submit my request in writing to have a late fee removed?
All credits and/or fee waivers require a supervisor’s approval. Please submit your request for the waiver in writing. Refer to the tips listed under ‘How Can I Reach Customer Service’ to insure all the required information. Allow 2 business days to research the details of your case and contact you with a response.
If I put a stop payment on my check, why would you charge a NSF (non-sufficient funds) fee?
We are charged a fee by our bank regardless of the reason for the return of your payment. We also incur additional costs to research your account and make any necessary adjustments.
Why Did You Interrupt My Water Service?
In accordance with the Customer Service Agreement, SouthWest Water Company has permission to interrupt water service flow into the premise via a Secondary Water Lock-Out Valve. Interrupting the incoming water flow to the premise eliminates a discharge from the premise to the wastewater collection system.
What Is A Secondary Water Lock-Out Valve?
A Secondary Water Lock-Out Valve is situated on the premise side of the customer’s water line behind the water service provider’s meter as shown below. In accordance with the provisions of the Customer Service Agreement, if an account becomes delinquent, the valve is used to interrupt water service to the premise, thus eliminating a discharge from the premise into the wastewater collection system. All new home construction must have a Secondary Water Lock-Out Valve installed by the builder. The valve is also required on existing homes when an account reaches a delinquent status for which collection efforts have been exhausted.
If My Service Is Interrupted For Non-payment, How Long Will It Take To Be Restored?
If payment is made before 2 p.m. every effort will be made to restore service the same business day by 6 p.m. Otherwise service will be restored the next business day.
General Service
Who Do I Call For Issues With My Water Quality Or Water Meter?
The Brookwood Utility is a wastewater collection and treatment system. For issues with your water quality or water meter, please contact your water provider whose contact information can generally be found on your water bill.
What Is A Grinder Pump System?
If your home has a grinder pump, please refer to the Residential Grinder Pump System page for more information.
Rates
Is This A Public Or Privately Owned Utility?
This utility is privately owned by SWWC Utilities, Inc., a subsidiary of SouthWest Water Company.
Who Determines The Wastewater Treatment Rates And What Are They Based Upon?
The monthly wastewater treatment rate for the Brookwood Utility is comprised of three components: (1) a minimum flat fee based on water usage up to 6,000 gallons as measured by the local water utility company’s meter within the billing period, (2) an additional volumetric fee based on water usage over 6,000 gallons, and (3) a utility tax. The rate is governed by the Town of Brookwood GUSC. Any proposed rate adjustments greater than the US Bureau of Labor Statistics’ Consumer Price Index must be submitted to the GUSC for approval. All rate adjustments are for the purpose of recovering specific costs experienced by the utility. The rate structure ensures that the wastewater system can operate efficiently, and that vital repairs and improvements can be made to the infrastructure in order to provide reliable service.
Annual Pool Adjustment
A letter on company letterhead, or an invoice for purchase, from your pool service provider stating the service address, the number of gallons the pool holds, and the date filled must be provided to process a request for an annual pool credit. The adjustment will be reviewed and processed once the pool usage is reflected on your account. You may submit the request and required document via email to ALCustomerSupport@swwc.com.
