We understand water leaks can be stressful and frustrating, especially when they unexpectedly increase your sewer bill. We aim to help you navigate the process of investigating and reporting a leak to make things easier.

The impact of a water leak

A leak occurs when your plumbing system unexpectedly breaks or fails, whether it’s a cracked pipe, a dripping faucet, or something underground. These leaks can lead to higher water usage and impact your sewer charges, and that’s where we come in to help.

How we can help you: Leak investigation assistance

If you experience a water leak, we may be able to adjust your sewer charges so you’re not paying extra for water that didn’t go back into the sewer system. Each situation is unique, and we consider every request individually to ensure you’re treated fairly. We know that life happens — sometimes leaks go unnoticed for a while. That’s why we give you up to six months to report the issue. If you can show that you worked to fix it, we’ll do our best to help determine if an adjustment to your bill makes sense.

Apply for Leak Investigation Assistance

We are currently working on resources to help customers navigate the investigation process. Check back soon for more information or Contact Us for details.

Most common leak scenarios

Outdoor Pipe Burst (Approved | 100% Credit)

You noticed a burst pipe in your yard that didn’t send any water back to the sewer. You contacted us right away, fixed the issue, and provided proof. We’ll credit 100% of the excess water usage.

Water Supply Line Burst on the First Floor (Approved | Partial Credit)

A water supply line on the first floor of your home unexpectedly burst and caused water to flow into your basement. While some water entered the sanitary sewer, a portion was absorbed into the building materials, damaging your floors and basement. You acted quickly, hired a plumber to repair the issue, and provided us with the necessary documentation. In this case, you would receive a partial credit for the excess usage because part of the water did not return to the sewer system.

Ongoing Leak (Denied | No Credit)

If a leak is still happening when you apply for an adjustment, we won’t be able to offer a credit just yet. But once it’s fixed, let us know, and we’ll do everything possible to help.

No Proof of Leak (Denied | No Credit)

We understand leaks are tricky, but if you haven’t made any repairs, or have not seen an increase in your water use, we won’t be able to credit your account. Let us know if you spot a leak later, and we’ll take it from there.

Running Toilet (Denied | No Credit)

A running toilet can be a hidden issue that quietly increases your water usage without you even knowing—unless you hear that constant hissing or see a spike in your bill. While it may seem small, when a toilet is running, all that water flows directly into the sewer system. Unfortunately, since we still treat and process all the water from a running toilet, we can’t offer a credit on your wastewater bill for this kind of leak. However, we encourage you to contact your water utility provider to see if they specifically provide relief for this issue.