Frequently Asked Questions

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FAQ

High Bill Due to Leak: I discovered and repaired a major leak at my property. Can I request an adjustment to my bill?

Am I Responsible for Water Leaks on My Property?

Yes, as a customer, you are responsible for all water that passes through the meter at your property, regardless of whether it was intentionally used. However, if you experience a significant leak, you may be eligible for the Leak Adjustment Program (LAP) if you meet all the qualifications. 


Program Qualifications

To qualify for the Leak Adjustment Program, the following conditions must be met:

  • Increased Consumption: Water consumption during the leak was more than double the same monthly service periods from the previous year (for up to three service periods).
  • Repaired Leak: The leak causing the high consumption has been repaired.
  • Proof of Repair: Proof of repair must be provided (e.g., receipts for labor, parts, equipment, photos, etc.).
  • Returned to Normal Consumption: Water consumption has returned to normal for at least one subsequent service period.
  • Service History: The location has had active water service for at least 13 months prior to the leak.
  • Timely Request: The request for the Leak Adjustment Program must be submitted within 12 months of the leak.
  • Adjustment Limits: Leak adjustments are limited to two (2) adjustments in five (5) years for qualified leak occurrences.
  • Completion of Water Smarter Evaluation: Complete the Water Smarter Evaluation at Leak Adjustment Program Water Smarter Evaluation.

Consumption Calculation Example


  • Previous Year's Consumption: 9,000 gallons
  • Consumption During Leak: 460,000 gallons
  • Total Overage of Consumption: 460,000 - 9,000 = 451,000 gallons
  • Consumption Amount Used for Adjustment Calculations: 451,000 gallons

Consumption charges for the 451,000 gallons are split 50/50 between the customer and the City of Henderson.


How is the Leak Adjustment Calculated?

Leak adjustments are calculated by taking the excess consumption from a major leak and calculating the cost of that consumption starting from the first tier. The cost will be shared equally between the customer and the City of Henderson. Upon receipt and verification of the required information, the leak adjustment will be applied to your account and will appear as a credit on your subsequent bill.


If you think you may qualify for this program, please click on the blue "Submit a Request or Question" link below.


(FAQ8136)

  
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