Leak Adjustments

SAWC Leak Adjustment Policy

The intent of the policy is to provide partial monetary relief from water bills resulting from a sudden and accidental leak in a customer’s service.

Skyview is not responsible for a customer’s leak beyond the meter. All leakage occurring beyond the meter is the responsibility of the customer. The customer must promptly repair leaks or other sources of water loss.

As a customer courtesy, under conditions outlined in this policy, Skyview allows customers to apply for a leak adjustment credit on a water bill resulting from a sudden and accidental leak in the customer’s service.

Adjustments will not be granted for excessive water use resulting from more apparent causes like faucets inadvertently left on, hoses not turned off, or excess lawn watering.

Notification

The customer is responsible for notifying Skyview of suspected leaks. When Skyview Staff suspect a leak, they will notify the customer.  When notification occurs by the Customer, Skyview will confirm the accuracy of the meter reading. If it is verified accurate, a Leak Adjustment Request Form will be sent to the customer. The Customer will then have sixty (60) days from the date the form is mailed to fix the leak and return the completed Leak Adjustment Request Form (click to download PDF) to be eligible to receive an adjustment. If the Leak Adjustment Request Form is not received within the sixty (60) day limit, the customer will be responsible for the entire amount of leak consumption.

Process

Skyview staff will evaluate the leak adjustment request based on the qualifying conditions in this policy.

A. To apply for a leak adjustment the customer shall:

  1. Submit a completed Leak Adjustment Request form to Skyview staff within sixty (60) days of the date that the Request form was mailed to the customer.
  2. Provide copies of the plumber’s bills, receipts for parts required to fix the leak and/or pictures or additional information of why receipts were not obtained.

B. Skyview Staff will calculate the leak adjustment request by:

  1. Determining how many billing cycles the leak covered.
  2. Calculating the ‘excess consumption’ based on the customer’s average usage for the same period in previous years. The average will be deducted from the total consumption used during the period of the leak to determine the excess consumption.
  3. Where there is no previous customer use history, the customer’s average use will be based on average industry consumption for similar customers during the time period.
  4. The average consumption for the time period will be billed at Skyview’s regular rate.
  5. The excess consumption will be billed at the calculated wholesale rate plus 20%.
  6. Upon receipt of a bill containing excess consumption, to avoid late fees, the customer must pay a minimum payment equal to the amount of the most recent billing.
  7. Skyview will compute the credit for excess consumption. The credit will then be applied to the customer’s account and show on the next bill.
  8. Payment arrangements may be made available upon customer request. When payments are not made in a timely manner, the account will receive late notices, late fees and/or be subject to shut-off for non-payment.

Appeal Process

A. If a leak adjustment request is denied by Skyview staff, or if a customer disagrees with the amount of leak adjustment, the  customer may appeal staff’s decision to the Skyview Board of Directors.

B. A customer who chooses to appeal the staff decision must notify Skyview of their desire to appeal either by phone or by submitting a written request. The customer must indicate the reason for the appeal and include information supporting the appeal. Skyview Staff will notify the customer of the date the Board of Directors will consider the appeal.

C. The following information is required for an appeal:

  1. Customer’s name, address, and phone number.
  2. A copy of the water bill(s) in question.
  3. A copy of the completed leak adjustment form (including receipts).
  4. A copy of staff’s decision.

D. The Board of Directors will review the customer’s appeal at the next regular meeting. Staff will convey the Board’s decision in writing to the customer within thirty (30) days of the review. All decisions of the Board of Directors are final.