Belleville approves Water Leak Forgiveness Policy

City staff receive several inquiries each year from residents experiencing financial hardship due to high water bills caused by unintentional leaks within
their plumbing systems. While property owners are responsible for internal plumbing maintenance, certain failures such as faulty fixtures can result in substantial, unexpected charges.

This policy governs the administration of credits for abnormally high residential water bills resulting from verified, unintentional plumbing leaks. Although customers are responsible for maintaining their plumbing systems, the City recognizes that unintentional leaks can create financial hardship. This policy provides a structured and equitable approach to relief in such cases.

Residential water customers can request financial relief in the form of a one-time credit for excessive water consumption caused by verified, unintentional leaks that have since been repaired. The proposed policy provides for a credit equal to 50% of the water and wastewater
consumption that exceeds the customer’s average bi-monthly usage. The credit would be capped at $2,000 with one successful application per account.

By aligning with best practices from other Ontario municipalities, the policy enhances customer service, promotes transparency, and supports responsible water/wastewater billing.

Eligibility

• The water account must be in good standing.
• The customer will be limited to one forgiveness adjustment per water account.
• The eligible property must have been occupied (i.e. not vacant) during the billing period in question.
• Water usage during the billing period must:
  • Exceed 50 cubic metres, and
  • Be at least 200% greater than the average bi-monthly consumption.
• The customer must complete repairs to the plumbing system within 60 calendar days of notification from the City of increased consumption.
• The customer must retain and submit proof of repair (i.e. invoices or receipts).
• The application must be submitted within 90 calendar days of the City’s notification of the high consumption.
• The customer must be able to reasonably explain the cause of the increased consumption.
• The eligible property must be a single-family residential premises, thereby excluding multiresidential, commercial, industrial, or institutional properties.
• The adjustment will apply only to volumetric water and sewer charges. Fixed service charges (i.e., fire protection or service fees) are excluded.

Leak forgiveness will not apply in the following cases:

• Seasonal or discretionary use.
• Slowed or malfunctioning meters.
• Water loss due to theft, vandalism, construction damage, or third-party activity.
• Catch-up bills due to prior estimated consumption readings.

Funding

$10,000 for the implementation of this policy, to be funded as follows:

• $4,900 from the Water Service Reserve Fund
• $5,100 from the Sanitary Sewer Reserve Fund