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Leak Adjustments

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Certification of Water Leak Repair Document

 

Water Leak Adjustment Policy

 

NOTICE: For leaks as a direct result of the winter storms that occurred between February 15-20,2021, the following exceptions to the leak adjustment policy have been made.

  • The City will accept leak adjustment applications for irrigation and pool system leaks that were incurred as a result of the winter storm.
  • Leak adjustments granted for leaks that occurred between February 15-20,2021 will not be counted towards the maximum number of leak adjustments that may be made for wastage during the eligibility timeframe of 1 leak adjustment in a 12 month period, and no more than 2 in a 5 year period.
  • Since this historic winter weather impacted water usage due to dripping faucets and broken pipes, Carrollton will use each customer’s Winter Quarter Average from 2020 for wastewater billing in 2021. The City will take care of this automatically. No action is required from the customer.
  • Permit fees for leak repairs have been waived until June 11, 2021.

It is the customer’s responsibility to contact Building Inspections at 972-466-3225 to inquire into any permit requirements. A Certification of Water Leak Repair form including a description of the leak, proof of payment for repairs, and a copy of the permit must be submitted within 90 days of the bill reflecting water wastage. No adjustments will be made until a full, leak-free billing period has occurred. It is the responsibility of the utility customer to maintain a current utility billing account. Failure to make timely payments could result additional fees and/or termination of water services. The utility customer may request a payment extension if needed by emailing us at contactus@cityofcarrollton.com

 

In keeping with the City of Carrollton conservation ordinance and guidelines, the City's policy on adjustments for water leaks is as follows:

STATEMENT OF PURPOSE:

To encourage water conservation at all levels of customer use and to establish an equitable, consistent policy to provide guidance for response to customer requests for billing adjustments due to undetected water wastage.  This policy supersedes any and all other procedures and/or practices.

APPLICABILITY:

This procedure applies to all Utility Customer Service Personnel and active water utility account customers in the City of Carrollton.

RESPONSIBILITY:

It is the responsibility of the Manager of Utility Customer Service, through the Office and Field Supervisors and their employees, to adhere to this policy.

DEFINITIONS:

Utility Account Customers:
Any customer of record for a water utility service being billed by the Utility Customer Service Division.

Leak Adjustment:
Any change in consumption and/or bulled revenue made on a customer account as a result of faulty plumbing lines and/or fixtures on private property.  A leak is defined as a break or defect in the potable water line/system that causes loss of water and is reflected by the water meter reading(s)/  A leak is not the result of filling a swimming pool or other unusual but "manageable acts".

Customer Responsibility Regarding Timely Repair:
It is the responsibility of the water utility customer to assure leaks are repaired in a timely manner.  Unrepaired leaks could result in interruption of water service as determined by the Utility Customer Service or Public Works/Water Divisions.  Permits may be required for repairs performed and it is the responsibility of the customer to contact Building Inspections to inquire into any permit requirements.  Repairs submitted for work requiring a permit will be denied if a permit is not obtained within 30 days of notice.

City/Contractor Adjustment:
Any charge in consumption and/or billed revenue made on a customer account that is supported by the Department responsible for damage or responsible for administration and monitoring of a responsible contractor.

PROCEDURES:

Eligibility and Limits of Leak Adjustments:

  1. No adjustment will be made for water wastage associated or caused by a leak or malfunction of an irrigation system.
    • Adjustments for foundation watering systems as a part of an irrigation system will be considered on an individual basis.  Any adjustment will be calculated only for the foundation portion of the leak.
  2. No adjustment will be made for water usage associated or caused by a leak or malfunction of a pool system.
  3. Adjustments submitted for water utility accounts that are to be terminated and the customer is not transferring service will be denied.
  4. The maximum number of leak adjustments that may be made for wastage will be one (1) in any twelve (12) month period or two (2) in any five (5) year period (sixty consecutive months).
  5. Request for leak adjustments must be submitted within 90 days of bill reflecting water usage.
  6. Where leak did not return to the sanitary or storm sewer system, adjustments are limited to sixty percent (60%) of the difference between the leak affected bill(s) and average of the two (2) previous years' same month water charges billed.

    Adjustment Example:

    • Leak affected water bill = $50
    • The average for 2 previous years, same month = $30
    • Difference = $20
    • $20 X 60% = $12 adjustment 

     

  7. Where leak did return to the sanitary or storm sewer system, adjustments are limited to fifty percent (50%) of the difference between the leak affected bill(s) and average of the two (2) previous years' same month water charges billed.

      Adjustment Example:

    • Leak affected water bill = $50
    • The average for 2 previous years, same month = $30
    • Difference = $20
    • $20 X 50% = $10 adjustment

     

  8. If a leak is not repaired within two (2) billing periods, adjustments will be based on the two (2) billing periods where the greatest wastage occurred.
    • If a leak is not repaired within six (6) billing periods, no adjustment will be provided.
  9. If wastage occurred during the winter quarter average for wastewater billing, the adjusted amount of the average usage will be used to establish the winter quarter average.
  10. No adjustment will be made until a full leak-free billing period has occurred.
  11. Customers must certify repair of a leak by submitting a description of the leak and proof of payment for repairs.  This certification must be submitted on the Certification of Water Leak Repair form [above].  The certification form will be submitted to Utility Customer Service for determination of eligibility for an adjustment.  In the event a third party does not make repairs, the occupant must submit a Certification of Water Leak Repair form and attach receipts for all parts used to perform the repairs.  A statement of repair is required for occupant repairs made.

Limits of City/Contractor Adjustments:
Citizen requests for adjustments as a result of City employees or Contractors performing work for the city that exceed two (2) billing periods and/or include property damage will be referred to the City's Risk Manager for resolution.

Sewer Adjustments to Winter Quarter Average (WQA):
Each calendar year, during the months of January, February and March, the City determines the sewer billing component for each residential class service account.

If a residential customer requests consideration for filling their swimming pool during these months, the City will deduct that usage from the total water usage in determination of the new WQA.  The customer is responsible for advising the Utility Customer Service Division prior to the billing of their April water utility bill.  The customer will still be responsible for the cost of the water as billed on the water utility bill.

If a residential leak occurred on an irrigation system during the WQA determination months, consideration for the adjustment to WQA will be accepted.  No other leak adjustment will be provided.

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