Understanding Our Water Policies and Procedures DELTONA WATER

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1 Understanding Our Water Policies and Procedures DELTONA WATER

2 Topics to be covered: General Information Water meter reading How to check for leaks Understanding your bill and water rates

3 General Information Deltona Water services roughly 32,000 accounts Customer Service Division consists of 17 employees (3 cashiers, 5 call center representatives, 3 billing technicians and 6 administrative/management). Field Operations consists of 24 employees. They are responsible for completing new installations, meter readings, and day to day service order requests from our customers Deltona Water generates, prints, packages and mails all bills, final bills and delinquent notices every month from our Enterprise Rd. location

4 Payment Information Payments Can Be Made At any time through our automated phone system (IVR) with a credit card (posts to your water account immediately) With a Customer Service Representative in person (cash, check or credit card) or over the phone (credit card) during normal business hours (posts to your water account immediately) Online through our website with a credit card (posts to your water account at the close of business each day, if a payment is made after close of business it will post the next day) Through the mail. Payments are picked up from the Post Office each morning and processed prior to the close of business each day.

5 Payments Continued Utilizing the dropbox located outside of the Enterprise Rd. location (payments are collected and posted at the close of business each day) Automatic bank draft or EFT which is set up through our office (automatically drafts the bank account five (5) days prior to the bill due date) Electronic payment through a 3 rd party vendor such as a customer s personal bill pay, Wal-Mart or Amscot. We receive a daily file that is posted each afternoon. We do not have any control as to how long the payment takes to get from the originating source, if you are delinquent we strongly discourage this option. Deltona Water processes ALL payments on site

6 Meter 101 Meters are generally located at the zero property line between two homes. It is very common for the meters from two homes to share a box. In the event a home has an irrigation meter, you would likely see two boxes, one for each home so that the two services for a single home could be in one box. All meters in the City are read manually each month. There are currently 5 meter readers that are assigned routes in a handheld device. They are not provided any prior readings which prevents any type of estimation.

7 Meter 101 If the device detects a high read, it will beep and require the meter reader to enter in the reading again. In the event that the reading is high, and the meter reader sees that the meter is turning, they will generally leave a door hanger to notify the customer that they may want to check for leaks.

8 More Checks and Balances If a reading cannot be obtained (skipped), a reason code must be provided. Examples that would prevent a meter reading from being obtained: loose dog, car parked on top, bees, etc. In the event of a skipped meter a service order is generated and sent back out to obtain the reading. In most cases the reading is obtain within 1-2 days. Office staff reviews all of the reason codes, usage and takes any appropriate action.

9 Standard Meter Box What Does It Look Like? Reclaim Meter Box A water meter is read just like you would the odometer on a car. Read it from left to right to include the fixed zero. Meter box shared by two homes, each with their own backflow

10 How Do I Check For Leaks? There are several ways to check for leaks prior to calling in a professional. Ensure that all water is off in your home and check your meter to see if the low flow indicator is moving. If it is, this is indicative of a leak. Perform a 2 hour leak test. Check your toilets for leaks with food coloring. (can be intermittent) Check your water hoses. Check your irrigation system. Leaks on an irrigation system are often more difficult to identify as they usually do not register on the meter in terms of the first step taken as the system is off. Check your water softeners. Helpful information can be found on our website or by speaking with a Customer Service Representative.

11 Water Can Add up

12 How Much Water Does my Irrigation System Use? To determine how much water your irrigation system uses is rather easy. Start by turning on one zone, allow the needle on your meter to makes it s way back to the zero. When it hits zero start a timer, and write down the reading on the meter. Once a full minute has passed, write down the new reading. Turn off the first zone and turn on your next zone and repeat the above actions for each zone.

Calculating the Usage Once you have the readings for each zone we will first calculate the amount of water that passed through in the minute timeframe.

13 Calculating the Usage Once you have the readings for each zone we will first calculate the amount of water that passed through in the minute timeframe. Then we will factor that out based on the amount of time a zone is run. Zone 1: start reading 10, end reading 26 (register says 20 and the red needle is on the 6) Zone Start Read End Read Gallons Per Minute (GPM) Normal Run Time (minutes) Total Gallons per Zone X 25 = 400 Turn on Zone 2 and allow the needle to get back to the 0, start your timer and write down the reading that shows on the register. Again allow it to run for one minute and take the reading. Complete this process for the remaining zones.

14 Calculations Continued Example readings for each zone are shown below. The gallons per minute are multiplied by the number of minutes that the zone normally runs. The individual zone amounts are then added together to get the total amount used when your system runs. Zone Start Read End Read Gallons Per Minute (GPM) Normal Run Time (minutes) Total Gallons per Zone X 25 = Total Usage per Cycle: 2125

15 Calculations Continued Next, take the cycle total and multiply it by the number of times that you water per day, followed by the number of days per week that you water. For example, if we water 2 times per day, 2 days a week (2,125 x 2 times per day = 4,250 x 2 days per week = 8,500 x 4 weeks = 34,000 gallons a month) Zone Start Read End Read Gallons Per Minute (GPM) Normal Run Time (minutes) Total Gallons per Zone Total Usage per Cycle: 2125

16 Simple Irrigation System Use Estimate Rotors from hardware stores generally equipped with 3 gpm rated nozzles (can vary drastically). Count rotors per each zone, multiply by 3 gpm, multiply by # minutes each zone runs, & add all zones together = Gallons of Use/Cycle Multiply Gallons of Use/Cycle by cycles per month to get estimate of Monthly Use Actual use depends upon head settings and pressure Spray heads should also be calculated each zone similarly with their rated discharge.

17 What Are My Options If you have performed the various leak checks, you can contact Customer Service to discuss your findings. Be sure to have the readings from the 2 hour leak check and irrigation system test results available. Deltona Water does offer a courtesy field accuracy test once a year to test the calibration of the meter. In order for this test to be completed, there must not be a leak and there has to be a properly working hose bib in close proximity to the meter. There are several options for those customers who have received a high bill due to a leak or some other circumstance. Deltona Water currently offers a courtesy adjustment, a leak adjustment and a pool fill adjustment.

18 Adjustment Requirements Types of Adjustments: Courtesy Adjustment, Courtesy Leak Adjustment, Pool Fill Adjustment General Adjustment Requirements Accounts must have a minimum of six (6) months of consecutive usage, outside of the requested bill, in order to perform an adjustment on an account. If a customer does not have six (6) months of usage available at the time of the incident, the adjustment paperwork will be held until such time that the customer meets the requirement. Adjustments will not be made on closed accounts. The request must be received in writing within 30 days of the first bill date in which the customer is requesting the adjustment. In the case of a Leak Adjustment, it must be submitted within 30 days of the first high bill. Submission of a request does not guarantee that an adjustment will be made and it does not preclude the customer from paying the billed amount on time. Please allow 7-10 business days from the time that all of the paperwork has been received by Deltona Water for processing.

19 Courtesy Leak Adjustment This is available to customers who meet the general requirements for an adjustment and have experienced a leak. Customers are eligible for this adjustment once every 12 months. To qualify for this adjustment, a customer must experience a higher than normal bill due to a leak. The leak must be repaired in a timely fashion and a written request must be made to Deltona Water within 30 days of the bill date of the first high bill. In some cases, two consecutive bills can be considered for an adjustment as often times customers are not aware of a leak until their meter is read or they receive their high bill which then prompts them to look into things. The request must include the address in which the leak occurred, a description of what happened and the date that the leak was repaired. We also request that a reading is provided after the leak has been fixed. We strongly encourage copies of receipts and/or pictures of the repairs made. (i.e. I noticed that the main pipe from my meter to my home was broken on 6/1/2017. Repairs were made to the pipe on 6/2/2017. The receipt from the hardware store or the plumber is attached. The current reading is )

20 Courtesy Adjustment This type of adjustment is available once every 24 months. The purpose is to be used on a higher than normal bill. Courtesy Pool Fill Adjustment For those sewer customers that have a pool and are filling it, they are eligible for this once every 12 months. This adjustment is on the sewer portion only. Additional information relating to the size of the pool, dates and readings must be provided.

21 Tiered Water Rate Structure Below shows our current rates as of bills dated on or after 11/1/2016. Various Examples of how usage is calculated using the tiered structure Current Rate Structure Water Usage Range Inside City Limits Charge per 1,000 gallons 0-5,000 $ ,001-10,000 $ ,001-20,000 $ ,001+ $ (Inside City Limits) Residential Water Usage Min Max Chg Usage: 5, ,000 $ 1.64 $8.20 5,001 10,000 $ 3.29 $ ,001 20,000 $ 5.75 $ ,001 $ $0.00 Total Chg: $ x $1.64 = $8.20 (Inside City Limits) Residential Water Usage Min Max Chg Usage: 6, ,000 $ 1.64 $8.20 5,001 10,000 $ 3.29 $ ,001 20,000 $ 5.75 $ ,001 $ $0.00 Total Chg: $ x $1.64 = $ x $3.29 = $3.29 Total: $11.49 (Inside City Limits) Residential Water Usage Min Max Chg Usage: 7, ,000 $ 1.64 $8.20 5,001 10,000 $ 3.29 $ ,001 20,000 $ 5.75 $ ,001 $ $0.00 Total Chg: $ x $1.64 = $ x $3.29 = $8.23 Total: $16.43 (Inside City Limits) Residential Water Usage Min Max Chg Usage: 11, ,000 $ 1.64 $8.20 5,001 10,000 $ 3.29 $ ,001 20,000 $ 5.75 $ ,001 $ $0.00 Total Chg: $ x $1.64 = $ x $3.29 = $ x $5.75 = $7.48 Total: $32.13

22 Tiered Sewer Rate Structure Below shows our current rates as of bills dated on or after 11/1/2016. Various Examples of how usage is calculated using the tiered structure Current Rate Structure Sewer Usage Range Inside City Limits Charge per 1,000 gallons 0-5,000 $ ,001-10,000 $ No additional 10,001+ charge (Inside City Limits) Residential Sewer Usage Min Max Chg Usage: 5, ,000 $ $ ,001 10,000 $ $ ,001 $ - $0.00 Total Chg: $ x $14.81 = $74.05 (Inside City Limits) Residential Sewer Usage Min Max Chg Usage: 6, ,000 $ $ ,001 10,000 $ $ ,001 $ - $0.00 Total Chg: $ x $14.81 = $ x $19.25 = $19.25 Total: $93.30 (Inside City Limits) Residential Sewer Usage Min Max Chg Usage: 7, ,000 $ $ ,001 10,000 $ $ ,001 $ - $0.00 Total Chg: $ x $14.81 = $ x $19.25 = $48.13 Total: $ (Inside City Limits) Residential Sewer Usage Min Max Chg Usage: 11, ,000 $ $ ,001 10,000 $ $ ,001 $ - $0.00 Total Chg: $ x $14.81 = $ x $19.25 = $96.25 Total: $ No charge for the 1,300

23 Billing Basics Deltona Water bills every customer based on actual usage that has gone through the meter Except in the case of a natural disaster and we are unable to read the meters, an estimated bill may be produced Many times if the utility identifies a higher than normal reading, we will generate a service order to verify our reading. It is not guaranteed that we will perform a re-read on every single high usage as there are a lot of contributing factors considered. A bill cycle normally ranges anywhere from days on average All bills are due 20 days from the bill date. If payment is not received by close of business on the due date, a late fee of $ % is applied to the account. A delinquent notice is mailed at the beginning of the next business week after the due date has passed and payment has not been received. Bill Date Due Date Late Fee Applied at Close of Business Delinquent Notice Sent Non-Payment Fee Applied at Close of Business 6/13/2017 7/03/2017 7/03/2017 7/10/2017 7/17/2017 Days Since Bill Date (7 days late) 34 (14 days late)

24 Understanding Your Bill The top portion of your bill includes your due dates and account balance information. Our Contact information is also conveniently located in this area. Late Fee of $ % Non-payment Fee of $62 is added and your services are scheduled for disconnection.

25 The middle section of the bill shows your service period as well as your charges for service and usage. This area allows you to compare your current usage to what you used last month. Additionally, you can also see what you used during this time last year.

26 The bottom portion of the bill is the stub which should be detached and mailed with your payment. This also allows for ease of processing with the dropbox and in person.

27 Office Hours : Customer Service M-F 8:00 4:30 3 rd Friday of each month 8:00 3:30 (386)

WELCOME TO ST. LUCIE WEST SERVICES DISTRICT

WELCOME TO ST. LUCIE WEST SERVICES DISTRICT CONSERVING OUR RESOURCES OFFICE LOCATION 450 SW UTILITY DRIVE PORT ST. LUCIE, FL 34986 TEL: (772)340-0220 FAX: (772)871-5771 www.slwsd.org St. Lucie West Services