Rural Water - Quarter 3, 2016 - 26
SERVLINE Recapturing Revenue from Water Loss e A Utility's Perspective BY JACKIE HAINES, NRWA Every utility has received that phone call from that customer who had a leak and now has an "outrageous" water bill. In some instances, the leak is found relatively quickly. In others, not until the bill comes in. No matter how the customer discovers the excessive bill they are now responsible for, they aren't exactly singing along to the Aretha Franklin version of "Oh Happy Day" when they call to "discuss" the charges. An estimated 70 percent of water customers are unaware their responsibility to the waterline and the water begins at the meter. Most homeowner's insurance policies don't cover waterlines or leaks, but 90 percent of homeowners believe they are covered. Unfortunately, when a leak occurs, they quickly learn when they receive the bill. 26 THIRD QUARTER 2016
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