Leak relief and household assistance

A high water bill may have a path to review

Hidden plumbing failures can produce an alarming bill before the problem is visible. This guide separates what Orlando Utilities Commission (OUC) – Water publicly describes from the practical steps every customer can take while requesting help.

Provider-specific review

What the public record says about a leak adjustment

The City of Orlando, which bills its sewer component on the OUC statement, provides a formal sewer-credit workflow for customer-side leaks. The customer should identify the credit type, submit the online sewer-credit request or call the Water Reclamation billing team at (407) 246-2662, and have the OUC account number, service address, and proof of repair such as a plumbing receipt or parts receipt ready. The City compares the abnormal usage with typical usage and, when approved, adjusts only the sewer portion on the OUC bill within one or two billing cycles. Pool-fill credits are available once per calendar year; vacancy credits can be requested twice per calendar year under the stated low-electricity/minimal-water criteria. OUC’s own water-rate pages do not publish a separate potable-water leak-credit formula.

Stop the loss

Shut off the failing fixture or supply and arrange a qualified repair.

Keep proof

Save dated invoices, parts receipts, photographs, and meter readings.

Request review

Submit the request promptly and keep paying any undisputed amount.

Utility assistance

Customer assistance and eligibility

OUC’s Project CARE, administered by Heart of Florida United Way and funded by customer and employee contributions plus OUC matching, provides one-time utility assistance of up to $500 per household during a 12-month period for eligible customers experiencing temporary hardship; the assistance can keep water service flowing. OUC also offers payment extensions/payment plans, budget billing, and the OUC Power Pass prepaid program, which has no deposit or reconnection fee. Medical Alert enrollment primarily protects medically essential electric service and does not exempt an account from payment or disconnection.

State and federal connections

Where to ask for broader aid

OUC’s public assistance route is Project CARE through Heart of Florida United Way rather than a dedicated utility-run LIHWAP page. Customers should use OUC’s residential-assistance page, contact OUC at (407) 423-9018, and complete the Heart of Florida United Way eligibility/application process to seek the one-time $500 benefit. Customers may also ask OUC and local community-action agencies whether current Florida or federal water-assistance funds are available and confirm whether an award is paid directly to the OUC account; availability, income rules, and funding can change.

Research status for this provider

4 of 4 relief signals publicly identified

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Emergency route

Published detail

Leak policy

Published detail

Utility aid

Published detail

State/federal aid

Published detail

Leak and assistance notes

Build the file before asking Orlando Utilities Commission (OUC) – Water for relief

A high bill can have several causes, including a hidden plumbing failure, irrigation use, a meter issue, a change in occupancy, or a rate adjustment. The provider’s leak policy determines whether any credit is available; an unusually high bill does not automatically qualify.

Keep a dated record of the reading, the suspected source, the repair, the contractor or parts receipt, and the return to normal use. Ask whether the utility requires a specific form, a licensed repair, a meter test, photos, or a request within a fixed number of days.

For income-related difficulty, ask about local assistance, payment arrangements, state programs, and community referrals separately from a leak adjustment. These programs often use different applications, documents, funding limits, and deadlines.

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