Water Leak Adjustment Policy

Water Bill Adjustment Policy – Revised effective May 17 2019

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 the customer’s side of the meter, this policy may provide relief for 50% of water and sewer usage charges above the 12 month average usage.

Reasonable efforts to locate a leak and initiate repairs should be taken within as soon as feasible. 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 typically determined on the average use prior to the high bill request. For customers who do not have sufficient usage history, meter readings taken after the leak repair will be used to determine average usage.

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

  • A high bill adjustment was issued within the past 36 months for the same service location
  • 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.
  • 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.

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