High water use bill adjustments

Fort Worth Water takes your high water bill concerns seriously and is committed to water conservation and protecting our water supply. There are bill adjustments available to qualifying customers in the following situations.  

  • The water leak repair adjustment rewards customers for fixing leaks, and is limited to one in a rolling 12-month period.

  • The undefined high water use adjustment addresses a single-bill that is more than twice as high as a customer’s previous usage for similar billing periods when there is no leak to fix. It is limited to one in a rolling 24-month period.

  • The high bill courtesy consumption adjustment is offered only on a temporary basis and is strictly related to a meter exchange or radio activation of an existing meter as part of the MyH2O program. It is only available for the first bill after a meter exchange is made.

The requirements and process for applying for each one are detailed in the tabs below. 

What you can do

Leaks repaired

Water leak repair adjustment

Step 1.Requirements

To request a water leak repair adjustment, provide Water Customer Service the following information within 60 days of the completed leak repair.

  • A copy of the repair receipt or paid in full invoice
  • Your Fort Worth Water account number
  • The property address where the repair took place
  • Range of high bill dates caused by the leak
  • The date and description of the repair
  • Complete and submit the application(PDF, 229KB)  within 60 days of the repairs being completed.

Step 2.Where to send your request

Send the above information to Water Customer Service by one of the following methods:

  • Email: MyWaterAccount@FortWorthTexas.gov
  • Fax: 817-392-8137 Attn: Water Bill Adjustment
  • Mail:

    Fort Worth Water Department
    Attn: Water Bill Adjustment
    P.O. Box 870
    Fort Worth, TX 76102

  •  In person:

    908 Monroe St.
    Fort Worth, TX 76102

Step 3.Applying adjustments

If eligible, up to two consecutive billing periods affected by the leak may receive an adjustment equal to 50 percent of the difference above the average water use. This is determined by using the six-months usage prior to the leak or prior years’ relevant use for seasonality.

It may take up to two billing cycles after the repair to determine if all leaks are sufficiently repaired and if the water use has returned to average use.

The adjustment is applied as a credit to your account.

Accounts receiving leak adjustments are ineligible for another water leak repair bill adjustment for the next 12 months.

 

Undefined high bills

Undefined high water use bill adjustment

Step 1.Requirements

  • Have a meter without an activated radio data transmitter,
  • Be a single-family residential water customer and the account holder,
  • Have a minimum of 13 consecutive months of water use at the service address,
  • Have a single-billing period with undefined high water use,
  • Have not received an undefined high water use bill adjustment during the previous 24 months,
  • Were billed for water use greater than two times your average water use for similar billing periods in the previous 3 years, and
  • Complete and submit the application(PDF, 209KB) within 60 days of the end of the service period for the undefined high water use bill.

Step 2.Where to send your request 

Send the application form to Water Customer Service by one of the following methods:

  • Fax: 817-392-8137 Attn: Water Bill Adjustment
  • Mail:

 Fort Worth Water Department

Attn: Water Bill Adjustment

P.O. Box 870

Fort Worth, TX 76102

  • In person:

908 Monroe St.

Fort Worth, TX 76102

Step 3.Applying adjustments

If eligible, the account may receive an adjustment equal to 50 percent of the difference above the average water use for the one-month bill in question.

The adjustment is applied as a credit to your account.

Accounts receiving an unexplained high bill adjustment are ineligible for another such adjustment for the next 24 months.

 

MyH2O meter exchange

This adjustment addresses a single bill following a meter exchange that is more than twice a customer’s previous usage for a similar billing period.

As a part of the credit implementation, the customer will receive individual usage data with an explanation of water use and will receive information and helpful tips on how to check for leaks and save water both indoors and outdoors.

The intent of the credit is to address the first bill after a meter exchange or radio transmitter  activation that shows an unexpected, high increase in water use because of the new meter and to provide tools to help reduce future billings. 

Step 1.Requirements

  • Be a single-family residential account holder,
  • The first bill following the new meter installation must reflect water use that is at least twice as high for the same billing period from the previous year.  
    • If no previous year info exists for this customer, usage from the previous customer at the same address will be used for comparison.
    • If no prior customer info exists, then the existing customer’s water use from the most recent full month prior to the AMI meter installation is used for comparison.
  • Complete and submit the application(PDF, 235KB)  within 60 days of the end of the service period for the first full bill following the new meter installation

Where to send your request 

Send the application form to Water Customer Service by one of the following methods:

  • Fax: 817-392-8137 Attn: Water Bill Adjustment
  • Mail:

 Fort Worth Water Department

Attn: Water Bill Adjustment

P.O. Box 870

Fort Worth, TX 76102

  • In person:

908 Monroe St.

Fort Worth, TX 76102

Step 2.Applying adjustments

If eligible, the account may receive an adjustment equal to 50 percent of the difference above the average water use for the one-month bill in question.

The adjustment is applied as a credit to your account.

 

Resources

Frequently Asked Questions – Water Leak Repair Adjustment

Did you receive a high water bill due to a hidden water leak? If so, you may be eligible for a water leak repair bill adjustment.

Why was my bill so high?

There are many reasons why your bill may have been higher than expected. Water leaks are the most common reason for high water bills. For information on checking for leaks, water saving tips, and how to read your water meter, visit the High Water Bills page.

What type of water leak may qualify for a water leak repair bill adjustment?

A hidden water leak, beyond your control, such as under the foundation or inside the wall may qualify for a leak adjustment.

To be eligible for a water leak repair bill adjustment, you must contact Customer Care (817-392-4477) within 60 days of your leak repair. You will be asked to provide:

  • A copy of the repair receipt or paid in full invoice
  • Your Fort Worth Water account number
  • The property address where the repair took place
  • Range of high bill dates caused by the leak
  • The date and description of the repair

Send these documents to customer care by one of the following methods:

  • Email: MyWaterAccount@fortworthtexas.gov
  • Fax: 817-392-8137 Attn: Water Bill Adjustment
  • Mail:
    Fort Worth Water Department
    Attn: Water Bill Adjustment
    P.O. Box 870
    Fort Worth, TX 76102

Why would I not qualify for a water leak repair bill adjustment?

Your account may not qualify for a water leak repair bill adjustment if during the high water volume period you:

  • Failed to provide documentation that the leak was repaired,
  • Filled a swimming pool,
  • Established a new landscape (new sod, new trees, xeriscaping), or
  • Received a water leak repair bill adjustment in the previous 12 months.

How will my bill be adjusted?

If eligible, up to two consecutive billing periods affected by the leak may receive an adjustment equal to 50 percent of the difference above the average water use. (This is determined by using the six-months usage prior to the leak or prior years’ relevant use for seasonality.) The adjustment is applied as a credit to your account. Upon receiving the adjustment, the account is ineligible for another water leak repair bill adjustment for the next 12 months.

Frequently Asked Questions – Undefined High Bill Adjustment

Did you receive a high water bill that was greater than two times your expected use for a single month? If so, you may be eligible for a water bill adjustment.

Why was my bill so high?

There are many reasons why your bill may have been higher than expected. Water leaks are the most common reason for high water bills. For information on checking for leaks, water saving tips, and how to read your meter, visit the High Water Bills page.

How do I know if I am eligible for an undefined high use water bill adjustment?

To be eligible for an undefined high water bill adjustment you must:

  • Be a single-family residential water customer and the account holder
  • Have a minimum of 13 consecutive months of water use at the service address
  • Have a single-billing period with undefined high water use
  • Have not received an undefined high water use bill adjustment during the previous 24 months
  • Have been billed for water use greater than two times the average water use for a similar billing period in the previous three years
  • Complete and submit the application(PDF, 106KB) within 60 days of the end of the service period for the undefined high water use bill.

Why wouldn’t I qualify for a high water use bill adjustment?

Your account may not qualify for an undefined high water use bill adjustment if during the high water volume period you:

  • filled a swimming pool
  • identified dripping faucets or other visible water leaks
  • established a new landscape (new sod, new trees, xeriscaping)
  • previously received an undefined high water use bill adjustment in the previous 24 months.

How will my bill be adjusted?

If eligible, that account will receive an adjustment of up to 50 percent of the difference above the average water use for the one-month bill in question. (This is determined by using prior years’ relevant use.) The adjustment is applied as a credit to your account. Upon receiving the adjustment, the account is ineligible for another adjustment for the next 24 months.