Excessive Usage for Leak Adjustment

Unexplained usage confirmed by plumber and/or City staff

You may qualify for a bill adjustment if you have had excessive water usage based on the following:

Qualifying Conditions

A leak adjustment may be granted when all of these conditions exist:

Water usage in a single billing cycle exceeds the monthly average by at least two billing cycles.
A plumber, and/or City of Raleigh staff, confirm they can find no plumbing-related problem.
Water usage has returned to the monthly average.

Disqualifying Conditions

No leak adjustment will be granted when any of the following conditions exist:

Usage above the customer's monthly average is due to seasonal usage such as watering of sod, gardening, washing vehicles, etc.
City of Raleigh notified customer of high water usage and repair is not made within two billing cycles.
Leak was caused by a third party and is reimbursable or is covered by insurance.
When leak continues for three or more months, there will be no adjustment for the third or subsequent months.
A leak adjustment was issued within the past year for the same customer and premise.

For more details, refer to the Leak Adjustment Policy.

Next Steps

If you meet the qualifying conditions, submit your request for adjustment, along with the plumber's receipt or other proof of repair (if applicable), to the Customer Care and Billing Division using any of the methods below:

Email to Customer Care
Fax: 919-996-1813
Mail to: City of Raleigh, Customer Care and Billing Division, PO Box 590, Raleigh, NC 27602
In Person: City of Raleigh Municipal Building, Utility Payments Counter, 222 W. Hargett St., Raleigh, NC 27601

After all documentation has been received by the Customer Care and Billing Division, your request will be reviewed and a determination made within 7-10 business days. While your adjustment request is being processed, you are responsible for payment of the entire amount due on your utility bills within the normal payment period. Contact Customer Care and Billing if you need to set up a payment plan

Contact

 

Customer Care & Billing
Web Self Service
customercare@raleighnc.gov
Phone: 919-996-3245
Payments: 888-905-3169

Department:
Water

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