Leak Protection Program

ServLine logoThe new ServLine® Water Leak Protection Program will help EPWater customers with high water bills that result from qualifying leaks. Starting March 1, eligible customers will be automatically enrolled for a fee of $0.98 for residential customers per month and $1.42 for non-residential single occupancy customers per month. Any customer may opt-out of the leak protection program by calling ServLine at 915-273-3999 or fill out this opt-out form/formulario de exclusión voluntaria (en Español). 

Adjustments only cover “lost” water and do not cover repairs.

To be eligible for his program, you must:

  • Be an El Paso Water account holder.
  • Have a qualifying leak.
  • Have a leak, such as behind a wall, underground, or under the foundation.
  • Be able to provide details of the repair and show reduced consumption in a subsequent month after the leak occurred.

To request an adjustment:

  • Please call: 915-273-3999.
  • Fill out the leak adjustment request form.
  • Please provide the account number and property service address and Tax ID if customer is a business.
  • Provide the date, details of the leak, description of repairs made.
  • Provide a range of high bill dates caused by the leak and proof of repairs.

Adjustment details:

  • Leak adjustment limit of $1000. EPWater may further assist the customer by crediting their account up to 50% of the remaining bill balance over the $1,000 covered by the insurance.
  • No customer shall receive more than one (1) leak adjustment that could incorporate a maximum of two (2) billing cycles during any twenty-four (24) month rolling period.
  • EPWater will consider a leak adjustment credit for the two (2) highest consumption bills in a three-month consecutive span. Nothing in this Section relieves the customer of the obligation to repair such a leak as required by the Water Conservation Ordinance, Chapter 15.13 of the City of El Paso Municipal Code.
  • Any approved adjustment will be applied directly to your account on the next billing cycle.
  • All EPWater customers with meters larger than 2" may be eligible for a utility leak adjustment for a credit of 50% of the water excess consumption. The amount of water lost will be calculated by comparing usage during the leak's billing cycle to usage during the previous year's same billing cycles. If the customer has no prior usage history, the Utility may, at its sole discretion, use the previous customer's history.

What type of leak may qualify for a water leak adjustment?

Leaks, such as those behind a wall, under a foundation, or underground may qualify for a leak adjustment.

Why would I not qualify for a water leak adjustment?

Adjustments on water bills will NOT be made on the following:

  • Customers who do not have their own water meter.
  • Premises left or abandoned without reasonable care for the plumbing system.
  • Negligent acts such as leaving water running.
  • Excess water charges not directly resulting from a qualifying plumbing leak.
  • Filling of swimming pools or leaks in swimming pools.
  • Watering of lawns or gardens.
  • Master-metered multi-habitational accounts

How will my bill be adjusted?

  • In the event of a qualifying leak adjustment, the customer will be responsible for paying their average bill. The average bill will be calculated using the previous twelve (12) months’ bills, excluding the high bills pertaining to the qualifying leak. The leak adjustment amount will be reimbursed up to El Paso Water’s chosen protection limit less than the customer’s average bill.
  • Any leak adjustment will be applied directly to your account on the next billing cycle after approved by EPWater ServLine® program.

Do I need to provide proof of repairs to receive a leak adjustment?

Yes, all types of proof will be accepted including a verbal statement.

How quickly will my account be credited after I submit the request?

Once the leak adjustment is calculated and approved, it will typically be credited to your account within 10-15 business days.

Do I need to pay my bill while I am waiting for a leak adjustment to be approved?

Yes, you should always attempt to make a payment while your leak adjustment is pending approval.

Do I have to accept a leak adjustment once it is calculated?

No, there might be an occasion when you may not want to accept a leak adjustment. If the leak adjustment is minimal, you might want to consider not taking the adjustment due to the 24-month waiting period. Once the adjustment is entered into your account you will have to wait 24 months before you can qualify for another leak adjustment.

How can I check for leaks?

Leaks can be difficult to find, but they can also happen right in front of us if we don’t know what to look for. Click here for some tips on finding leaks.

What should I do if I see a visible leak?

If you see a visible leak, try and isolate the leak and make the repair or call a plumber to help. If you cannot isolate the leak, as a temporary measure, consider turning off the valve at the meter to reduce a possible high bill. You can turn it back on as needed. To request a leak adjustment please call ServLine at 915-273-3999 or fill out the leak adjustment request form

El Paso Water | All Rights Reserved | Powered by CivicLive | © PowerSchool Corporation