Water Management - Water Conservation Information

 

Please read the following set of questions and answers for information regarding recent meter reading misreads that occurred on some meter reading routes.

  1. What Happened?
    Water meters on specific routes in some of our districts may have been misread, resulting in lower or higher than usual water bills.

  2. What billing cycles were affected?
    The billing cycles with questionable readings occurred between September 2009 and February 2010.

  3. What is being done to correct the issue?
    The Department of Water Management is committed to resolving any discrepancies that may have resulted from inaccurate meter readings. A significant number of these readings have been corrected already and bills were adjusted accordingly; however, some may have been missed.

    Current readings for affected customers are correct; staff have conducted re-reads to confirm the recent meter readings. In many cases the most recent bill reflects a “catch-up” reading for water used but under-recorded in previous bills.

    CBS staff will work with customers to determine if the high bills reflect usage billed in higher tiers – if so, these accounts will be adjusted for the amount in the higher tiers.

    CBS staff will work with customers to establish reasonable payment plans if the recent bill causes a budget impact as a one-time payment.

  4. How do I know if I've been affected?
    Department staff have identifed the routes that are affected by this issue and all customers in those routes will receive a letter. However, if you are still concerned, customers can look at the bar graph on their most recent water bill. Since the time frame covers the cool weather months, the bars should not fluctuate too much. Large fluctuation would indicate that further review is necessary.

  5. How can I determine what my bills should have been?
    Customers can make use our bill calculator to determine what their bills should have looked like. If you have your billing records, take an average of the consumption (not bill amount) on your past four bills. Enter the average consumption number into the bill calculator. This can help you determine if your most recent "catch up" bill has pushed you into higher tiers and if an adjustment is due to you. Please note, that Water Management staff have already reviewed most bills and adjusted them accordingly.

  6. Can I access my account records online?
    Durham water and sewer customers may access their accounts online.

  7. Are there plans to prevent this from happening again?
    Implementation of Automated Meter Reading (AMR) technology will prevent future occurrences of this type. The Department of Water Management is rolling out the first phase installation of 20,000 meters within the next 4 to 5 months.

  8. How can I talk to someone about my account?
    Customers may call (919) 560-1200. We are asking for your patience as we anticipate increased call volume regarding this issue. For customers who prefer to use email, you may send your questions and inquiries to meterquestions@durhamnc.gov. Please make sure to include your address, account number and contact information so that staff may contact you for follow-up.