Leak Adjustment Request

Leak Adjustment Policy

The Utilities Department may, at its discretion, provide relief to the customers who incur excess water and sewer fees resulting from a leak. Relief is provided in the form of an adjustment credit, which will appear on the customer’s monthly statement within 1-2 billing cycles.

While requests are being reviewed, customers should continue paying their “average” utility bill. After adjustments are applied, customers are responsible for paying the remaining outstanding balance(s) or request additional payment options, if they are unable to pay the balance in full. 

Request Process and Timeline:

  • Leak adjustment requests should be submitted using the online form within 12 months of the high consumption event. Requests made after this period may not be considered.
  • Before a leak adjustment can be approved, customers must locate and repair the leak. Documentation of the repair must be submitted and can consist of one of the following:
    •  A plumber’s invoice, or
    • A sales receipt for plumbing supplies used for repairs, or
    • A self-repair statement, including the repair date and description, if materials were already on hand.

Please allow up to 60 days for staff to verify repairs have been completed and usage has returned to normal.

Adjustment Period:

  •  Leak adjustments will be considered for a maximum of two billing periods (within a rolling 12 months).
  •  For customers without sufficient usage history or with irregular meter readings, adjustments may be based on meter readings after the leak repair.

Exclusions: Leak adjustments will not be granted in the following circumstances:

  • Customers who have already received two leak adjustments within the past 12 months for the same service location.
  • The consumption aligns with the customer’s historical usage for the location.
  • Increased usage is due to seasonal activities (e.g., watering sod, gardening, filling pools, vehicle washing, etc.).
  •  Water loss due to theft, vandalism, or construction damage. These issues are the responsibility of the account holder or property owner.
  • Water loss caused by customer’s tampering or damaging the City’s meter.
  • Customer’s who’ve had a history of high or erratic usage during similar periods in previous years.
  •  Excessive water loss is not due to a leak.

This policy ensures fair consideration for customers experiencing water loss due to leaks while maintaining consistency and accountability in billing practices.