Customer Service

Frequently Asked Questions

• How do I start new service or transfer service within the service area?
  • Residential New Construction
    • Complete and sign a New Service Information Form and provide a State issued ID.  
    • Utility deposit may be required and must be paid at the time of application.  It must be paid using cash, check or money order.
    • Provide the location address.  The Development Services Department issues an address if the property is located in the city limits.
    • Provide approved utility tap applications for all services needed.
    • Provide a building permit number which must receive validation issued by the Inspections & Codes Department.
    • All services must be applied for and included on the utility account at the time of application
    • Rules of the NC State Licensing Board for all contractors must be followed if structure is built with the intent to resale and rental before we allow a buyer or tenant to open and account on the location.
  • Existing Residential Structure
    • Complete and sign a New Service Information Form  and provide a State issued ID if you are a new customer.  
    • Complete and sign a Transfer Service Request Form and provide a State issued ID if you are a current customer moving within the service area.
    • Provide proof of ownership or a lease agreement
    • Utility deposit may be required and must be paid at the time of application.  It must be paid using cash, check or money order.
    • Provide proof of approved inspection if the location has had no service for a period of one year or more.  The Inspections & Codes department will have to complete the inspection.
    • Provide a permit number which must have validation by the Inspections & Codes Department if structural or utility service upgrades are needed.
    • All services must be applied for or included on the utility at the time of application.
    • Rules of the NC State Licensing Board for all contractors must be followed if the account is set up for renovation of the structure with the intent of resale or rental before we allow buyer or tenant to open an account. 
  •  Commercial New Construction
    • Complete and sign a New Service Information Form and provide a State issued ID.
    • Provide the location address.  The Development Services Department issues an address if the property is located in the city limits.
    • Provide an approved utility tap application for all services needed.
    • Provide a building permit number issued by the Building/Inspections & Codes Department of the City or County.
    • Services will vary based upon needs and availability at the time of application.
  • Existing Commercial Structure
    • Complete and sign a New Service Information Form and provide a State issued ID.
    • Provide proof of ownership or a lease agreement.
    • Utility deposit may be required and must be paid at the time of application.  It must be paid using cash, check or money order. 
    • Provide proof of approved New Business Verification Form.  This form must be approved by both Development Services and the Inspections & Codes Department.
    • Provide proof of approved inspection if the location has had no service for a period of one year or more.  The Inspections & Codes Department will have to complete the inspection. The Inspections & Codes Department's phone number is 704-734-4599.
    • Provide a permit number issued by the Building/Inspections & Codes Department of the City or County if any structural or utility service upgrades are required.
    • Rules of the NC State Licensing Board for all contractors must be followed if the account is set up for renovation of the structure with the intent of resale or rental before we allow buyer or tenant to open an account on the location.
  • How do I close my account?
    • There are three (3) options to close an account
      • You can come to City Hall located at 101 W Gold Street in Kings Mountain with your photo ID.
      • You can fill out this Move Out Request Form and e-mail the completed form along with the required documents to the Customer Service Department.
      • If you are a registered online user you can submit the move out request through the online customer portal.
  • How do I sign up for Bank Draft?
    • You can come to the City Hall located at 101 W Gold Street in Kings Mountain and fill out the Bank Draft Authorization Form.  Please make sure that you have the bank routing and account number associated with the account you want drafted.
    • You can also complete the Bank Draft Authorization Form, print it, and bring the completed form to the Customer Service Department.
    • If you are a registered online you can set your account up for an automatic debit using your debit card which will charge you a 2.95% fee based on the amount of your bill with a minimum fee of $2.95 per transaction or have it draft using your bank routing and account number for a fee of $0.95 per transaction.
    • All bank draft payments will be drafted on the due date (20th) of each month unless the 20th falls on a weekend or holiday and then it will be drafted next business day.
  • How do I get an adjustment after filling up my swimming pool?
    • When adjusting for a swimming pool fill up we ONLY adjust the sewer charges.  To do this you will need to take a photo or write down the reading from the water meter before and after the pool fill up.  If you are unable to get the information, we can adjust your usage to average using past consumption history.  Notice:  only one pool fill up adjustment per year is allowed.
  • How do I get an extension/agreement for my account?
    • To qualify for an extension you will have to prove a hardship.  Examples are receipts for an unexpected expense over $50.00.  One extension per year will be allowed.
      • Prescription medication
      • Car Repairs
      • Home Repair 
    • Absence from work that has been "unpaid".  You will need to provide a letter on company letterhead stating that you have been out of work and not paid.
  • How do I schedule an appointment to have my gas service unlocked (disconnection for non-payment, new customer, or winter unlocks)
    • If your gas service has been disconnected and you need to have it restored, it is the responsibility of the customer to schedule an appointment with the Natural Gas Department to have your service reinstated.  It is the responsibility of the customer to have their pilots lit by a licensed HVAC technician or a licensed plumber, NOT the City of Kings Mountain's Natural Gas Department.  Effective January 2, 2023, same day work will no longer be honored.  Please call the Natural Gas Department at 704-734-4516 to schedule a reconnect (unlock), which will be worked within 24 to 48 business hours.