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High water use bill adjustment requirements posted online

Posted Jan. 8, 2018

In order to be transparent with customers on how adjustments related to high bill complaints are managed, Fort Worth is now posting the formalized requirements on its website. The Water Department has been working with District 3 Councilmember Brian Byrd to formalize the process and information communicated.

“The Water Department has been working with customers on these unexplained high bill occurrences for many years. I encouraged them to be transparent with the process. Transparency helps build trust. Transparency will make our ratepayers aware of the process for having the instance reported and investigated,” Byrd said.

For decades, the Water Department has worked with customers on high bill complaints and provided courtesy adjustments for having leaks repaired or when a single bill increases and is inconsistent with historical usage data for the account.

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.

“Occasionally, we have residential customers who experience a one-month bill that significantly exceeds the normal usage for that account. We work with the customer to investigate the issue and at times are unable to determine why it occurred,” said Kara Shuror, assistant director of the Water Department.

To be eligible to submit an application for an undefined high water use bill adjustment, it must be a single-family residential account holder. The application must be submitted within 60 days of the end of the service period for the bill in question. There must be at least 13 consecutive months of water use for the accountholder at that address, and water use must be greater than two times the average use for similar billing periods in the previous three years. In addition, the customer cannot have received an undefined high bill adjustment during the previous 24 months.

Read information on the requirements for receiving either adjustment.

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Transportation Public Meetings: 6 p.m. Jan. 16, 2018; Ella Mae Shamblee Library, 1062 Evans Avenue.
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Canceled City Council Meeting: 7 p.m. Jan. 16, 2018; City Council Chambers, Second Floor, City Hall, 200 Texas Street.

Commerical Board of Adjustment Work Session: 9 a.m. Jan. 17, 2018; City Council Conference Room 290, Seconf Floor, City Hall, 200 Texas Street.
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1 Million Cups - Fort Worth: 9 a.m. Jan. 17, 2018; Ensemble Coworking, 1617 Park Place Ave Suite 110, Fort Worth, TX 76110.

Commerical Board of Adjustment Public Hearing: 10 a.m. Jan. 17, 2018; City Council Chambers, Second Floor, City Hall, 200 Texas Street.
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Residential Board of Adjustment Work Session: 12:30 p.m. Jan. 17, 2018; City Council Conference Room 290, Second Floor, City Hall, 200 Texas Street.
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Residential Board of Adjustment Public Hearing: 1:30 p.m. Jan. 17, 2018; City Council Chambers, Second Floor, City Hall, 200 Texas Street.
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Fort Worth Art Commission Special Called Meeting: 5:30 p.m. Jan. 17, 2018; Art7 Crockett Community Gallery, 2831 West 7th Street.
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Northside Area Infrastructure Improvements Project Meeting: 6 p.m. Jan. 17, 2018; North Tri-Ethnic Community Center, 2950 Roosevelt Ave.

Canceled Disciplinary Appeal of the Termination of Jesse Puga: 9 a.m. Jan. 18, 2018; Training Room 623, Sixth Floor, City Hall Annex, 908 Monroe .
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Urban Design Commission: 10 a.m. Jan. 18, 2018; City Council Conference Room 290, Second Floor City Hall, 200 Texas Street.
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City of Fort Worth “Monthly Informational Forum for M/WBEs”: 11:30 a.m. Jan. 18, 2018; James E. Guinn Entrepreneurial Campus, Business Assistance Center, 1150 S. Freeway.

International Association of Fire Fighters, Local Union 440 Collective Bargaining Negotiations: 1 p.m. Jan. 18, 2018; IAFF Local 440 Office, 3855 Tulsa Way.
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Community Action Partners: 1:30 p.m. Jan. 18, 2018; Fort Worth City Credit Union, 2309 Montgomery Street, First Floor Board Room.
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Development Advisory Committee: 2 p.m. Jan. 18, 2018; Development Conference Room, City Hall, 200 Texas St.

Aviation Advisory Board: 4 p.m. Jan. 18, 2018; Fort Worth Meacham International Airport, 201 American Concourse, Suite 306.
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Fort Worth Housing Solution Board of Commissioners: 5 p.m. Jan. 18, 2018; FWHS Administrative Board Room, 1201 East 13th Street.
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Gateway Public Facility Corporation: 5 p.m. Jan. 18, 2018; FWHS Administrative Office Board Room, 1201 East 13th Street.
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Trinity River Public Facility Corporation: 5 p.m. Jan. 18, 2018; FWHS Administrative Office Board Room, 1201 East 13th Street.
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Fort Worth Affordability Inc.: 5 p.m. Jan. 18, 2018; FWHS Administrative Office Board Room, 1201 East 13th Street.
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Race & Culture Task Force Community Meeting : 6:30 p.m. Jan. 18, 2018; Northside Community Center , 1100 NW 18th Street .

Business Planning with Stratpad Tools: 8:30 a.m. Jan. 20, 2018; James E. Guinn Entrepreneurial Campus, Business Assistance Center, 1150 South Freeway.
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Building Standards Commission Pre-Meeting: 9 a.m. Jan. 22, 2018; City Council Conference Room 290, Second Floor, City Hall, 200 Texas Street.
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Building Standards Commission Meeting: 9:30 a.m. Jan. 22, 2018; City Council Chambers, Second Floor, City Hall, 200 Texas Street.
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NAS Fort Worth, JRB Regional Coordination Committee: 1:30 p.m. Jan. 22, 2018; Fort Worth Mounted Patrol Building, 1901 N. Las Vegas Trail.
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