About Leak Adjustments
The City of Lancaster’s water leak policy provides for a credit to be made to a customer’s account when the customer has had a concealed leak. A concealed leak is defined as an underground leak in the service line, underground leak in the sprinkler line, leak in a wall, or a leak under a building.
One credit adjustment per year, per property address is given for a concealed leak. The Utility Billing Division will adjust the amount up to 1/2 the total amount of the largest bill in the previous 3 months less your normal water usage.
In order to receive this credit, the customer must provide a receipt stating repairs have been made, the date and the location of such repairs; or a receipt for the repair or parts as evidence that the high consumption actually resulted from a hidden water leak that is now repaired.
Request for Adjustments
Request for an adjustment must be submitted within thirty (30) days of the date that the leak is identified. A credit is issued on the billing for the highest consumption, not to exceed sixty (60) days, during the time of the leak.
The customer will be responsible for paying the remaining amount by the due date of the current bill.
If additional time is needed to pay the water bill, you must contact the Lancaster Utility Billing at 972-218-1328. All payout arrangements or extensions must be made in writing.
Other Leak Adjustments
Adjustments are not normally issued for sprinkler head leaks, toilet leaks, dripping faucets or other above ground leaks. However, they will be reviewed if an unusual situation occurs.