USB denies customer request to adjust water charge after crawl-space leak

The Utility Service Board (USB) denied a request to adjust the water portion of a utility bill for the property at 12240 Misty Way after board members said the board’s account-adjustment policy permits adjustments only to the sewer charge.

Paul, the USB utilities superintendent, told the board the resident provided a plumber’s receipt showing a leak in a crawl space and said water likely soaked into dirt rather than being used. Paul said the meter data showed increased consumption beginning 07/10/2025 and stopping about 08/25/2025, and that the sewer portion of the bill had already been automatically adjusted under the summer sprinkling rates resolution.

Paul said the meter at the address supports an app that can alert customers to high usage but the resident had not signed up for that feature. He also warned the board that approving an adjustment to the water charge could set a precedent for future requests: “If this is approved for that adjustment, this is gonna set a a precedent that could be very impactful,” Paul said.

A board member moved to deny the requested water adjustment; another board member seconded. By voice vote the presiding officer declared the motion to deny carried.

The board’s discussion and the motion distinguished between discussion (staff described the leak, receipts and meter data), direction (staff reminders about the app and outreach) and formal action (the motion to deny). The USB did not adopt any change to its written account-adjustment policy during the meeting.