City staff on Oct. 20 presented a draft utility policy and procedures intended to formalize existing practices for leak adjustments to water and sewer bills and to set clear limits for future adjustments.

Staff said the draft distinguishes explained leaks (where a customer documents a plumbing repair) and unexplained leaks (where no clear in‑home cause is found). Under the staff recommendation, explained leaks would be eligible for an adjustment once every 12 months when customers provide proof of repair; unexplained leaks would be eligible for a one‑time adjustment per account. Staff said those limits are intended to prevent repeated exceptions and to make the process consistent and predictable.

Presenters described existing tools used to investigate high bills, including a meter‑mounted data reader (referred to in the meeting as a “puck”) that can record short‑interval usage and help identify irrigation or timed system activity. Staff noted that if a customer fills a pool for the first time, the city will grant a one‑time sewer adjustment because the water did not enter the sewer system.

Staff emphasized the recommendation is to move the procedure from an informal practice into a council‑adopted policy. They said routine, minor adjustments would be made by the city manager or designee under the new procedures, while changes to the policy itself would require council action. Council members asked clarifying questions about the difference between explained and unexplained adjustments, the proposed 12‑month limit, and historic instances where multiple adjustments had been granted to the same account; staff said those reviews showed some customers had received several adjustments over a multi‑year period and that the proposed limits would add “guardrails.” No action was taken; staff will return with a formal policy ordinance for council adoption at a future meeting.

The draft also will be paired with written procedures staff can use to evaluate requests, document meter testing results, and record appeals.