Water Leak Adjustment Policy

Water Bill Adjustment Policy – Revised effective November 1, 2018

When a completed Leak Adjustment Request Form is received via the Waterworks online portal within 14 days of the original high bill due date, it is Waterworks’ policy to consider the following adjustments for water and sewer usage charges caused by water loss that occurs on the customer’s side of the meter:

  • If a leak occurs on a readily available indoor water pipe (toilet leak, leaking faucet, tub spigot leak, etc.) this policy may provide relief for 50% of water and sewer usage charges above the 12 month average usage.
  • If a leak occurs in a less traditional area, such as underground lines, pipes within walls, hot water heaters, etc., and the leak can be proven not to have gone down the sewer drain, this policy may provide relief for 50% of the water and 100% of the sewer charges above the 12 month average usage. To receive 100% credit for sewer charges, a picture of the leak, leak damage, leak repair and/or leak repair receipt must accompany the request form.

Reasonable efforts to locate a leak and initiate repairs must be taken within 30 days of the high bill due date. Leaks not repaired within a reasonable time are subject to disconnection and removal of the water meter.

The adjustment for a high water bill must be requested via the Waterworks online portal within 14 days of the original high bill due date. Consideration for adjustment will be made for the identified high bill and the next subsequent bill only. Please allow 30 days from the subsequent bill date for adjustment decision and calculation, if applicable.

Monthly Average Usage – Monthly Average Usage is calculated by averaging usage for the previous 12 month period (not including the high bill request). For customers who do not have 12 full months of usage history, a minimum of two (2) months’ usage history will be used. For customers with less than two months’ usage history, average monthly usage will be calculated using the two monthly usage amounts immediately following the high bill adjustment period.

No leak adjustments will be granted where any of the following situations exist:

  • Usage above the customer's average monthly consumption is due to seasonal usage such as watering of sod, gardening, filling or re-filling swimming pools or hot tubs, washing vehicles, etc.
  • Water loss due to theft, vandalism or construction damage. Resolution of these instances is the responsibility of the account holder or property owner.
  • The meter at said property has been accessed, tampered with, or turned on/off by anyone other than a Waterworks employee, and that action results in loss of water.
  • Toilet leaks (except for single family residential properties – only single family residential properties are eligible for toilet leak consideration).
  • When high usage continues for two (2) or more months beyond the initial requested high bill, there will be no adjustment beyond that requested high bill and the next subsequent bill. At most, adjustments will cover a two-billing-cycle consecutive period only.
  • Customer has a history of high or erratic usage in the similar period of previous years.
  • A high bill adjustment was issued within the past 36 months for the same service location.
  • Five (5) high bill adjustments per 50 service locations were issued within the calendar year for the same customer.

While an adjustment request is being processed, the customer is responsible for payment of the entire amount due on their utility bill(s) within the normal payment period or the customer should request to enter into an agreed-upon payment arrangement. If this does not occur, the customer is subject to all current and applicable collection activities and termination of service processes for delinquent accounts.

When a leak adjustment request is approved, consumption charges per high bill for Single Family Residential accounts will be capped at five (5) times the monthly average for water or water/sewer, as applicable. For all other account types, consumption charges per high bill will be capped at ten (10) times the monthly average.

As previously noted, if an adjustment request is for a leak that did not go down a sewer drain, such as underground lines, pipes within walls, water heaters, etc., a picture of the leak, leak damage, leak repair and/or repair receipt must accompany the request form to qualify for a 100% sewer credit.

Please Note: Completion of a request does not guarantee an adjustment will be made to your bill. All requests are evaluated using the criteria outlined in the Waterworks Water Bill Adjustment Policy.

Is a water leak adjustment right for me>

Due to limitations on the number of allowable adjustments per service location or customer, it is important to consider the size of the leak and possible adjustment amount before submitting an adjustment request.

Below are some general examples of water leak scenarios. Waterworks’ leak adjustment policy is to credit half of the “leak usage” (based on typical usage) from the impacted bill. The customer will still be billed for half of the “leak usage,” plus their typical usage.

The examples provided are based on 2018/2019 rates for water consumption only (examples do not include service fees, sewer fees, or other charges), and average usage will vary by customer.

Small Leak - possible running toilet

Average monthly water bill 6 HCF $21.18
Water bill impacted by leak 20 HCF $72.84
Amount bill increased due to the leak 14 HCF $51.66
Credit to account 7 HCF $25.83
Bill after water leak adjustment 13 HCF $47.01

Medium Leak - possible broken sprinkler

Average monthly water bill 6 HCF $21.18
Water bill impacted by leak 50 HCF $275.79
Amount bill increased due to the leak 44 HCF $254.61
Credit to account 22 HCF $162.36
Bill after water leak adjustment 28 HCF $113.43

Large Leak

Average monthly water bill 6 HCF $21.18
Water bill impacted by leak 180 HCF $1,235.19
Amount bill increased due to the leak 174 HCF $1,214.01
Credit to account (5x Rule) 150 HCF $1,107
Credit to account (10x Rule) 120 HCF $885.60
Bill after water leak adjustment (5x Rule) 30 HCF 128.19
Bill after water leak adjustment (10x Rule) 60 HCF $349.59