News Summary
Memphis Light Gas and Water’s (MLGW) water division has received the lowest ranking for customer service among mid-sized southern utilities, despite providing top-quality drinking water. The J.D. Power survey revealed MLGW’s customers rated their satisfaction significantly lower compared to other utilities. Challenges include replacing lead service lines and navigating numerous rental properties and funding complexities. MLGW is committed to improving service while adhering to federal mandates aimed at enhancing public health and safety.
Memphis – Memphis Light Gas and Water’s (MLGW) water division has been ranked the lowest in customer service among mid-sized water utilities in the South, despite the city boasting the best drinking water in the nation. The ranking comes from the 2025 J.D. Power Water Utility Customer Satisfaction Survey, which assessed the satisfaction of over 300 utility customers on various factors including quality, reliability, cost, and ease of doing business.
In this year’s survey, MLGW received a score of 410 out of a possible 1,000 points, reflecting a decline from the previous year’s ranking. This score placed MLGW at the bottom of the list among 16 mid-sized utilities in the Southern region, with customers from Cobb County outside Atlanta, Raleigh, Oklahoma City, Baton Rouge, and Tulsa rating their services significantly higher.
MLGW’s water quality remains a strong point, as the utility has been proactive in initiatives to replace lead service lines. Federal regulations now mandate that utilities upgrade their records regarding water service lines. Since 2012, MLGW has successfully replaced over 9,000 lead service lines and implemented protective measures, such as using phosphate additives in the water treatment process to guard against lead leaching from existing pipes.
Recent federal infrastructure funds will further enhance MLGW’s efforts in lead service line replacements, including a pilot program planned for 2024 and 2025 that will cover both customer and MLGW side service lines. This initiative anticipates improvements in both public safety and immediate customer support.
Compounding the problem of lead service line replacements in Memphis is the significant number of rental properties in the city, which makes it difficult to obtain permission from property owners for necessary repairs. The cost associated with replacing public service lines is estimated to be around $4,000 per line; however, the costs of private side replacements remain uncertain. MLGW is developing a pilot program to examine these costs and assist customers requiring help with private replacements.
The utility aims to involve local plumbing companies in the replacement projects, which not only promotes local business growth but also creates job opportunities in the community. The funding allocated for this benchmark replacement plan comprises various sources, including federal, state, and local funds. MLGW is seeking $10 million from the Drinking Water State Revolving Loan Fund over ten years, potentially totaling $100 million when combined with additional funds from the American Rescue Plan Act and its own budget.
Even with a total of $110 million earmarked for the next ten years, MLGW anticipates that this funding may not be entirely sufficient to cover both public and private side replacements. To address this shortfall, the utility plans to explore additional grants and partnerships that could broaden their financial base and ultimately enhance the safety and reliability of Memphis’s drinking water system.
The backdrop to these efforts is rooted in historical context; lead service lines were banned by the federal government in 1986, followed by a state ban in Tennessee in 1988, and further restrictions imposed at the county level as early as
1955. In response to renewed federal mandates under the EPA’s Lead and Copper Rule Revisions, which stipulate the replacement of all lead service lines within a decade, MLGW submitted its inventory of lead service lines ahead of the EPA deadline in August.
As MLGW faces challenges in customer service satisfaction and compliance with federal guidelines, the utility remains steadfast in its commitment to providing the best possible drinking water while prioritizing the health and safety of its customers.
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Additional Resources
- Action News 5
- MLGW Water Service Lines
- Fox 13 Memphis
- Commercial Appeal
- Wikipedia: Water Supply and Sanitation in the United States
