High Bill

Frequently Asked Questions

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Why is my water bill higher than it has been in the past?

Your water meter measures your household’s actual water consumption, and is the source of consumption charges seen on your water bill. Water meters are accurate and reliable instruments and rarely the reason behind a high bill, so let’s first look at the more common reasons for a higher bill: 1) increases in household water usage, and 2) leaks in your plumbing.

Increased Usage

Increased Usage	Observations	Actions to Reduce Usage
Indoor & Outdoor	Additional occupants taking more showers, more laundry loads, dishes, etc. Atypical water use activities, such as washing cars, windows, driveways, etc., can consume more water than we realize.	Share your efficient water use practices with additional occupants. Be more conscious of activities that use large amounts of water.
Lawns & Gardens Outdoor irrigation can represent 50-70% of monthly usage.	Running automatic irrigation systems more frequently or for longer than required. Irrigation systems often run at night, and you may fail to appreciate how much water is being used, or running off. Hotter weather dries out lawns and gardens, requiring increased irrigation.	Adjust frequency and watering times by zone. Some timers have budget features to reduce overall usage, without having to change individual zones. Adjust automatic systems for seasonal watering variations. Replace water thirsty lawns and gardens with drought tolerant landscaping. Always check our website for current watering restrictions.
Swimming Pools Pools can lose as much as 10% per year to evaporation.		Use a pool cover to reduce evaporation and topping up.

For helpful facts and tips to help lower your water consumption, and save money, visit the Water Conservation pages.

Leaks in Your Plumbing

Plumbing Leaks	Observations	Actions to Reduce Usage
Plumbing Fixture Leak Plumbing fixtures and their components (washers and gaskets) deteriorate over time.	Leaking toilet – stream of water in toilet bowl due to failed gasket or flapper. Dripping faucet – water drips even when it is shut tight.	Use an environmentally safe dye kit to confirm toilet leaks. Replace faucet washers or cartridges. Repair or replace fixtures.
Irrigation Sprinkler Valves These valves automatically open and close zones.	Even when the system is off, a sprinkler still leaks. This is usually the lowest sprinkler head in the zone.	Replace leaking sprinkler valves or controller.
Internal Plumbing Leak	Look for muddy areas in crawl spaces, wet or moldy drywall, and wet areas in cabinets and floors. Look for cockroach and insect infestations.	Immediately inspect, repair, or replace internal plumbing.
House Line Leak The house line is the pipe between the utility’s meter and the home’s main shutoff valve. It is the customer’s responsibility.	House line leaks usually create muddy areas or puddles in the yard between the water meter and the house. Sometimes the area will have greener or longer grass. Many older homes were fitted with galvanized house lines that have corroded and are starting to leak.	Repair or replace leaking house lines ASAP, as they will continue to deteriorate and can fail suddenly.

To learn how you can use your water meter to help detect leaks in your home's plumbing, visit the Water Meters & Leaks page.

Water Meter-Related

Meter-Related	Observations	Actions to Reduce Usage
Incorrect Meter Read	The meter reading on your bill is greater than the number shown on the meter. This points to an error in the reading and reporting process, not the meter itself.	Please contact us. A member of our meter reading team will take a new reading and have your bill adjusted accordingly.
New Meter Installation	As meters age, their internal components wear. They are designed to record less water use, not more, so to ensure everyone is paying the correct amount, we follow a meter replacement schedule.	If your bill increased after a meter replacement, it means you were using more water than you were being billed for. The new meter is now recording your actual water use.

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How do I confirm if I have a leak?

Your water meter can be used to conduct a simple test for leaks in your plumbing – it’s easy, free, and could save you money on water usage – and even costly plumbing repairs. Visit the Water Meters & Leaks page to learn how.

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The meter shows I have a leak; why can’t I see any leaking water?

Typically, water leaks will make a patch of grass grow longer, make the dirt muddy, create a puddle of water on the ground or floor, or make wet patches on drywall. But sometimes a leaking fixture, like a toilet, will drain to the sewer and no water will be visible.

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Will a leak stop on its own?

No, a leak will likely get worse over time. It may also be a sign of an impending failure. It needs to be repaired, or the fixture replaced.

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There is a leak downstream of the utility’s meter, who is responsible for the cost of investigating or repairing this leak?

The customer is responsible for all costs of investigating or repairing leaks downstream of our meter. This includes but is not limited to the house line (pipe between meter and house), internal plumbing, and fixtures (toilets, faucets, piping, irrigation lines, etc.)

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Do I have to pay for water that is wasted due to a leak?

Yes, it is a homeowner’s responsibility to keep plumbing in good repair, and you are responsible for paying for all water that passes through the meter. We do offer a one-time Leak Adjustment for a portion of the water used above your typical usage in that month. To apply for a Leak Adjustment, you must contact us once the leak has been repaired and provide receipts for plumbing services and/or supplies purchased to fix the leak.

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I need to shut off water to my home to make plumbing repairs, but there is no customer valve located downstream of the meter, or this valve is stuck. Can my plumber or I shut off the utility’s valve located upstream of the meter?

No, these utility valves may be stiff or seized and may be difficult to open without breakage. This could lead to an interruption of water service to you and potentially your neighbors – an emergency response if outside of business hours. If you need this valve shut off, please contact Customer Service to schedule a visit.

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Why would my automatic irrigation water usage change?

Irrigation controllers vary in their design and precision, and sometimes small adjustments can have a large impact on water usage. Have a thorough understanding of your controller’s operation, including anyone else caring for your lawn and garden. Prioritize settings for efficient water use, make adjustments gradually, and always follow local water use restrictions.

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Why would the meter read on my bill be higher than the number on the meter?

The employee reading the meter could have inadvertently transposed (switched) numbers, resulting in a higher number on the bill. If this has occurred, please contact us, and a member of our meter reading team will take a new reading and have your bill adjusted accordingly. We apologize for any inconvenience.

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Could my increased usage be due to the meter being worn out?

Meters do wear with age, but are designed so that as they wear, they record less rather than more usage. We follow a meter replacement schedule to ensure meters are functioning properly, but even in instances where a meter may be worn out or malfunctioning, it’s unlikely to be the cause of a high bill. In the interests of a speedy resolution, we will generally try to explore more likely causes (such as a leak) first, before testing or replacing the meter.

Disclaimer: Suggestions of potential problems or solutions regarding customer plumbing are provided by and its agents as a courtesy. is not responsible or liable for costs and service interruptions resulting from customers investigating, repairing, or replacing plumbing downstream of the water meter.