Utility Bill Adjustment
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).
Request a Leak Adjustment
Requests for water leak adjustments must be accompanied by a plumber’s receipt or other proof of repair. Submit a Water/Sewer Bill Adjustment Request Form found below with receipt to Utility Billing by any of the following methods:
Email: Holly Utt
In Person or Mailed to:
Town of Pilot Mountain
ATTN: Utility Billing
124 West Main Street
Pilot Mountain, NC 27041
After all documentation has been received by the Utility Billing staff, a determination will be made if the leak is adjustable or not, staff will notify the account holder of 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.
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.
Guidelines
A leak adjustment may be granted when ALL of the following conditions are present:
Customer notifies Pilot Mountain Town Hall of an excessive utility bill that may be related to a leak
Water consumption exceeds three times the customer's average consumption
Leak occurred on the customer's side of the meter
Plumber's receipt or other proof of repair confirms the leak was repaired
No adjustments will be granted where any of the following situations exist:
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.
The meter at said property has been accessed, tampered with, or turned on/off by anyone other than a Town of Pilot Mountain employee and that action results in loss of water.
The plumbing, fixtures, connections or pipes are within the customer's responsibility. Examples of leaks within the customer's control include, but are not limited to: toilet leaks, leaking faucets, leaking bib hose connections, or other readily available water pipes, connections, or fixtures.
