The City of Aledo understands that billing errors, unexpected water leaks, and other circumstances can sometimes result in unusually high utility charges. The City’s Utility Billing Adjustment Policy provides limited opportunities to adjust eligible water and sewer charges. 

When May an Adjustment Be Available?

An adjustment may be considered when:

  • A billing or meter-reading error occurred.
  • An unusually high water bill resulted from a documented water leak that has been repaired.
  • A qualifying residential customer experiences unusually high consumption and is eligible for a one-time courtesy adjustment.

All adjustment requests are reviewed according to the City’s Utility Billing Adjustment Policy and applicable procedures. An adjustment is not guaranteed.

Billing or Meter Errors

The City may correct charges when an error is identified, such as:

  • An incorrect water or sewer rate or service type was applied.
  • A meter reading was recorded incorrectly.
  • Estimated consumption was significantly different from actual consumption and resulted in an incorrect rate tier.
  • A payment was made on time but was incorrectly applied to the account.
  • Another City utility billing or meter-reading error occurred.
Leak Adjustments

Customers are responsible for water lines, plumbing, fixtures, and other equipment on the customer’s side of the water meter. Customers are also responsible for monitoring their water usage and investigating unusually high consumption.

Leak adjustments may be made for sewer charges for certain documented and repaired customer-side leaks, subject to the requirements of the adjustment policy.  Leak adjustments are intended to credit a customer for a leak where water did not enter the City’s sewer system; they are not intended to credit a customer for water consumption.

Requirements for a Leak Adjustment

To request a leak adjustment, you must:

  1. Submit a written request within 30 days of the bill issuance date for the billing period in which the leak occurred.
  2. Provide documentation showing that the leak occurred and was repaired.
  3. Provide supporting information such as a plumber's invoice, receipts for repair parts, and/or photographs of the leak and repair.

If a plumber did not make the repair, your written documentation should include:

  • Your name, address, and telephone number
  • The date the leak was discovered
  • The nature and location of the leak
  • The date the leak was repaired
  • The name and contact information of the person who made the repair
  • A description of the repair performed
  • Photographs of the leak and repair, when available
  • Receipts for parts used to make the repair
Important Leak Adjustment Limitations
  • If a leak occurs during a billing period when sewer charges are based on the winter average usage, the City will not adjust the sewer charge for that period. However, if the leak affects a billing period used to calculate the customer’s winter average, the City may exclude that period from the winter average calculation.
  • Adjustments are not available for active, unrepaired leaks.
  • Adjustments are not generally available for water used due to irrigation systems, open faucets or hose bibs, toilet leaks or other leaks that discharge into the sewer system, or negligent or intentional use.
  • Adjustments are not available for water used to establish new landscaping, install sod or turf, or fill a swimming pool during the winter averaging period.
  • A leak adjustment request does not extend the bill's due date. Customers remain responsible for paying all charges that are not placed on an approved delinquency hold.
  • Customers are generally eligible for no more than one leak adjustment in a 12-month period.
One-Time Courtesy Adjustment

Residential customers may be eligible for one courtesy adjustment during the life of the account.

To qualify:

  • The request must be submitted in writing within 30 days after the end of the billing period.
  • The account must have at least 12 months of billing history.
  • Consumption must be more than 50% higher than the same billing period of the previous year.
  • The adjustment is available only once per account and applies to a single billing period.

A qualifying courtesy adjustment is calculated using the customer's consumption during the same billing period of the previous year.

Customer Responsibility for Leaks

Customers are responsible for promptly investigating and repairing leaks on their side of the water meter. The City may notify customers when water usage data indicates a possible leak; however, these notifications are provided as a courtesy and do not relieve customers of their responsibility to monitor their water usage.

If you receive a leak notification or notice unusually high consumption on your bill, please investigate the cause as soon as possible.

Questions or Requests for an Adjustment

If you believe your account may qualify for a billing adjustment, please contact the City of Aledo Utility Billing Department for assistance and to request the appropriate adjustment form.

Please note: All adjustment requests are subject to the requirements of the City’s Utility Billing Adjustment Policy. Submitting a request does not guarantee that an adjustment will be approved.