Utility Billing Frequently Asked Questions

Why is my water bill higher than usual?

There are several factors that can cause higher-than-normal water bills. The most common causes include increased lawn irrigation, filling swimming pools, seasonal outdoor watering, leaking plumbing fixtures, malfunctioning irrigation systems, and running toilets.

Even small leaks can significantly increase water consumption. For example, a leak measuring only 1/32 of an inch can waste approximately 180 gallons of water per day, or more than 5,000 gallons per month.

The City’s Automated Meter Infrastructure (AMI) system records water usage throughout the day, making it easier to identify unusual consumption patterns that may indicate a leak or other issue. Customers who experience an unexpected increase in water usage are encouraged to contact Utility Billing for assistance reviewing their account.

How can I check for a water leak?

One of the easiest ways to determine whether a leak may be present is to monitor your water usage during a period when no water is being used.

Choose a time when no water will be used for several hours, such as overnight or while everyone is away from home. Using the City’s AMI customer portal (if available) or by checking your meter reading before and after the period of non-use, you can determine whether water continued to flow through the meter. Any measurable usage when no water is intentionally being used may indicate a leak.

Common sources of leaks include:

• Running toilets
• Irrigation systems
• Outdoor hose bibs
• Water softeners
• Pool equipment
• Underground service lines

What should I do if I have a leak?

If you discover a leak and need assistance shutting off your water service, please contact Public Works during normal business hours or the City’s after-hours emergency contact number.

Once repairs have been completed, your plumber may restore water service if appropriate. If the leak results in unusually high water consumption, customers are encouraged to contact the Utility Billing Division to discuss available options and review their account.

EyeOnWater Customer Portal & Mobile App

The City of Springtown’s Automated Meter Infrastructure (AMI) system allows customers to monitor their water usage through the EyeOnWater customer portal and mobile application. EyeOnWater provides near real-time water consumption information directly from your water meter, giving customers greater visibility into how and when water is being used at their property.

Using EyeOnWater, customers can:

• Monitor water usage throughout the day
• View historical consumption trends
• Identify unusual increases in water usage
• Receive leak alerts and notifications
• Track irrigation and outdoor watering usage
• Better understand monthly utility bills
• Detect potential leaks before they result in costly water bills or property damage

The City’s AMI system automatically transmits water consumption data at regular intervals, allowing customers to access timely and accurate information about their water usage without waiting for a monthly bill. This technology helps residents become more aware of their consumption patterns, improve water conservation efforts, and quickly identify plumbing issues that may otherwise go unnoticed.

How to Register

To create an EyeOnWater account:

1. Locate your City of Springtown utility account number. This number can be found on your utility bill or obtained by contacting City Hall.
2. Visit eyeonwater.com/signup.
3. Enter your utility account number and ZIP code.
4. Create your account by entering your name, email address, service address, and a password.
5. Verify your email address using the activation link sent to the email account you provided.
6. Log in using your registered email address and password.

Once registered, customers can access their usage information online or through the EyeOnWater mobile app available for Apple and Android devices.

Leak Alerts and Water Conservation

One of the most valuable features of EyeOnWater is its ability to help identify continuous water usage that may indicate a leak. By monitoring your account regularly and enabling available notifications, you may be alerted to unusual consumption patterns before they become expensive problems.

The City encourages all utility customers to take advantage of EyeOnWater as a tool to better understand their water usage, conserve water resources, and proactively manage their utility costs.

How is my sewer bill calculated?

Residential sewer charges are based on a winter averaging method designed to more accurately reflect wastewater entering the sanitary sewer system.

For residential customers, sewer usage is typically calculated using the average water consumption during the winter months of December, January, and February, when outdoor watering is generally at its lowest.

Commercial sewer charges are generally based upon actual water consumption.

How often is my meter read?

The City utilizes Automated Meter Infrastructure (AMI) technology to monitor water consumption. AMI meters electronically transmit usage information multiple times throughout the day, allowing the City to collect accurate consumption data without requiring manual meter readings.

Although usage information is received continuously, billing is generated on a monthly cycle using the consumption recorded during the billing period.

AMI technology helps improve billing accuracy, identify unusual water usage, and provide more efficient utility service to customers.

Where is my water meter located?

Most residential water meters are located near the front property line within the public utility easement or right-of-way. Meter boxes are typically identified by a black or blue rectangular lid.

If you are unable to locate your meter, City staff can assist you.

How can I help keep my meter accessible?

Although AMI technology eliminates the need for routine manual meter reading, utility personnel still require access to meters for maintenance, repairs, inspections, troubleshooting, and equipment replacement.

Customers can help by:

• Keeping grass, shrubs, and landscaping trimmed around the meter box.
• Avoiding the placement of vehicles, trailers, trash containers, construction materials, or other objects on top of or directly in front of the meter box.
• Keeping the meter lid visible and accessible.
• Contacting Public Works if special access arrangements are needed.
• Ensuring the property address is clearly visible from the street.

Please remember that water meters are generally located within public utility easements or rights-of-way. The City may need to access these areas to maintain utility infrastructure and is not responsible for damage to private improvements placed within those easements.

What if I think my bill is incorrect?

Customers who have concerns about their utility bill should contact the Utility Billing staff as soon as possible. Staff can review account history, verify meter readings, analyze usage trends, and assist in identifying potential causes of increased consumption.

If necessary, customers may request a meter re-read or meter accuracy test in accordance with City ordinances. Utility staff are available to help explain charges and answer questions regarding water, sewer, and sanitation billing.