We will not make adjustments to utilities accounts unless we find clear evidence that:
- A meter was read incorrectly.
- A water leak was present on the customer’s side of the water meter and the customer meets the criteria for a leak adjustment.
We make the following resources available to residents and businesses to determine whether an adjustment is warranted:
- Rereads. We will automatically reread water meters that show a significant increase in water consumption since the last reading to ensure that no human error was made. The reread occurs before water bills are sent out to customers.
- High-use investigations. You may request that we perform a high-use investigation to help you determine whether a water leak is present at your property. You should be present during the investigation to ensure that no appliances are in use and to turn off your main water valve when requested to rule out any possible underground leak. Please note that our personnel are not authorized to enter your home during this investigation. Also, you should be aware that high-use investigations can only identify whether a leak is indicated at the time of the investigation. As a result, we may not be able to detect intermittent leaks that disappear before they can be properly identified. To request a high-use investigation, call 703-228-5000.
Leak adjustment policy. We will adjust customers’ accounts for water leaks when provided proof — such as a receipt from a plumber — that repairs were made promptly after a leak was first identified. Learn how to apply for a leak adjustment.
- Leaks in Your Home or Building: Credit 50 percent of the excess water and sewer charges, using your historical consumption patterns as our baseline.
- Underground Water Leaks Between Water Meter and Your Home or Building: Credit 50 percent of your excess water charges and 100 percent of excess sewer charges based on your historical consumption history.
- Customers are only eligible for a leak adjustment once every five years for leaks that occur inside the house or building.
In the event a customer receives a high bill as the result of a leak, a Courtesy Leak Adjustment may be granted. To be eligible for an adjustment, the customer must: (1) promptly and properly repair the leak when detected; (2) provide proof of repairs, such as copies of receipts or a plumber's invoice; (3) submit the proper form.