Preventable Accessible Leak

You may qualify for an adjustment to your bill


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Adjustment Calculation Qualifying Conditions Disqualifying Conditions Next Steps

Leaking toilets, faucets, and hose bibs are common examples of preventable accessible leaks. If you experience this type of leak, you might qualify for an adjustment on your utility bill.  

Adjustment Calculation

If a leak occurs on a preventable accessible water pipe:

  • For customers on Raleigh residential tiered water rates, water usage charges will be returned to the lowest residential tier for the amount in excess of the monthly average. 
  • There will be no adjustments made for waste water charges.

If a hose is left on over a period of time, or if water is stolen from a hose bib:

  • For customers on Raleigh residential tiered water rates, water usage charges will be returned to the lowest residential tier for the amount in excess of the monthly average.
  • Wastewater charges may be adjusted to the monthly average.

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 twice.
  • Leak occurred on the customer's side of the meter.
  • Plumber's receipt or other proof confirms the leak was repaired.

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 2 billing cycles.
  • Leak was caused by a third party and is reimbursable or is covered by insurance.
  • When leak continues for three (3) 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 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 service if you need to set up a payment plan

Contact

 

Customer Care and Billing

Web Self Service
customercare@raleighnc.gov
919-996-3245

Department:
Water

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