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 New Braunfels Utilities (NBU) Water and Wastewater Services 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

NBU's public policy permits an adjustment request for an unusual occurrence or unusual/special circumstances after review, but it does not publish a standard percentage credit, gallon cap, receipt checklist, or annual limit for residential hidden leaks. NBU provides a leak-detection checklist and smart-meter usage tools; customers should document the abnormal consumption, repair date, plumber invoice/receipts, meter data, and photographs, then request review from Customer Service at (830) 629-8400. The ordinance allows NBU to consider available information and the impact on the utility when deciding whether to adjust billed items, so a credit is discretionary rather than automatic.

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

NBU operates a Utility Bill Assistance Program that accepts applications and determines the amount of assistance available for electric, water, and wastewater charges; the program is funded through the NBU bill-assistance process and donations. NBU also offers Budget Billing for eligible residential customers with no outstanding charges and AutoDraft, which spreads projected annual costs across 11 equal payments with a twelfth-month reconciliation. The public pages do not publish a universal senior or disabled-veteran discount cap, but qualifying residents should apply through NBU's assistance page and ask about current award limits.

State and federal connections

Where to ask for broader aid

NBU publishes its own Utility Bill Assistance Program and directs customers to apply through nbutexas.com/billassist or contact Customer Solutions at (830) 629-8400. The public material does not describe automatic LIHWAP processing. Customers should also use 2-1-1 Texas and the Texas Department of Housing and Community Affairs Help for Texans portal at https://www.tdhca.texas.gov/help-for-texans to locate current state, federal, nonprofit, or county support and coordinate any agency payment with NBU before disconnection.

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 New Braunfels Utilities (NBU) Water and Wastewater Services 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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