A high water bill may have a path to review

Provider-specific review

What the public record says about a leak adjustment

The City offers one concealed/underground/behind-wall leak credit per twelve-month period. The private-side leak must be repaired within 15 days after the City’s notification of unusually high consumption, such as a bill, letter, or door hanger. The customer remains responsible for all water used, but eligible consumption is credited at the first water tier; the credit is applied to the next bill after approval and is not paid as a refund check. Ordinary hose, faucet, toilet, water-heater, or other knowingly running-fixture losses do not qualify. The account must be paid current or covered by an active payment arrangement before the request is accepted or granted. The customer must submit the request form, government-issued identification, the high-consumption bill, a written description of the leak’s location, discovery date, repair and prevention steps, and repair evidence such as a receipt, plumber bill, or letter. Before-and-after photographs may be required; the City may need access for inspection, and customers should obtain an inspection before covering a hazardous or concealed repair. Customers should continue average payments while the request is reviewed.