Leak Adjustments on your Utility Bill
Water and sewer charges may be eligible for an adjustment for hidden leaks on the customer's side of the meter
A leak adjustment is a financial adjustment to water and/or waste water usage charges on a customer's utility bill caused by a leak on the customer's side of the meter that occurred outside of the customer's control (i.e., hidden pipe bursts in walls or underground, etc.; hot water heaters; or water line breaks).
Leak adjustments will cover no more than two consecutive months.
Request a Leak Adjustment
Requests for water leak adjustments must be accompanied by a plumber’s receipt or other proof of repair.
Submit a leak adjustment request with receipt to Utility Billing by any of the following methods:
City of Raleigh
Utility Billing Division
PO Box 590
Raleigh, NC 27602
City of Raleigh Municipal Building
Utility Payments Counter
222 W. Hargett St.
Raleigh, NC 27601
After all documentation has been received by the Utility Billing Division, a determination will be made if the leak is adjustable or not, and a letter will be sent to the mailing address on file within the billing system stating approval or disapproval of the leak and the details. Requests will be reviewed and determinations made as quickly as possible, but please note that this process could take 7-10 business days.
A leak adjustment may be granted when ALL of the following conditions are present:
- Customer notifies the City of Raleigh Utility Billing Division of an excessive utility bill that may be related to a leak
- Water consumption exceeds twice the customer's average consumption
- Leak occurred on the customer's side of the meter
- Leak did not return to the sanitary sewer system
- Plumber's receipt or other proof of repair confirms the leak was repaired
However, no adjustments will be granted where any of the following situations exist:
- Usage above the customer's average monthly consumption is due to seasonal usage such as watering of sod, gardening, filling swimming pools or whirlpools, washing vehicles, etc.
- Leak was caused by a third party from whom the customer is able to recover their costs. Examples include, but are not limited to, theft, vandalism, negligence and construction damage, unoccupied or vacant properties.
- When leak continues for three (3) or more months, there will be no adjustment for the third or subsequent months.
- The meter at said property has been accessed, tampered with, or turned on/off by anyone other than a City of Raleigh employee and that action results in loss of water.
- The plumbing, fixtures, connections or pipes are within the customer's control and the leak would be discovered with the customer's reasonable diligence. Examples of leaks that would not be adjustable include, but are not limited to: toilet leaks, leaking faucets, bib hose connections or other readily accessible water pipes, supply lines, connections or fixtures.
Details of the leak adjustment policy can be reviewed in the following documents:
While Your Request is Processing...
While a leak adjustment request is being processed, customers are responsible for the entire amount due on their utility bills within the normal payment period or enter into an agreed-upon payment arrangement. If this does not occur, the customer is subject to all current and applicable collection and termination of service processes and procedures for delinquent accounts.