YOUR WATER SERVICE
CITY OF BUENA VISTA, VIRGINIA
(September 2007)

Where Is My Meter?
Your water service begins at the water meter. The City's water meters are usually located in the alley right-of-way behind your home. Your meter may also be located in the street right-of-way just beyond your property line. The meter is typically located in a vault with a metal lid that looks like a small manhole. The pipe that runs from the meter to your home belongs to you and is your responsibility. The meter and beyond is the City's responsibility.

How Often Does the City Read My Meter?
The most common statement we hear from our customer is "You didn't read my meter."  -- The meters are read once a month. Our meter readers take their responsibilities very seriously and understand how important it is that they accurately read EVERY meter, every month. Usage is estimated ONLY when weather conditions such as heavy snow prevent us from reading the meters.  Meters are read electronically via handheld computer to ensure billing accuracy.

Why Don't You Read My Meter the Same Day Every Month?
We make every effort to read each meter at least the same week of each month. Our personnel must respond to emergency situations such as water and sewer line breaks which may delay the reading process. Poor weather conditions may also impact our ability to read each of the over 2,600 meters on precisely the same date each month.

Why Don't You Tell Me When My Reading is High Before I Get My Bill?
Our meter readers make an effort to do just that. They frequently alert customers to readings that seem higher than normal when they are in the process of reading the meters.  We also make every effort to notify customers if their meter has slowed or stopped.

There's No Way I Used That Much Water!

"My meter must be broken... My meter must be reading wrong." -- Your water meter is built especially to count water and it registers only when water is running through. It's accurate, yet simple. Nothing intricate about it, so it doesn't easily get out of order. The manufacturer certifies the accuracy of the meters when they are new. With age and extended usage they either maintain their accuracy or they slow down. You can read the meter yourself to verify your bill, monitor your water use, etc.

There's No Way I Used That Much Water!

"There are only two people living here and we don't do our laundry at home... Our children are off at college.. .We were on vacation for two weeks..." -- Once the possibility of human error in the reading and billing processes has been eliminated we can conclude with a high degree of certainty that the billed number of gallons did in fact pass through the meter. Once you have ensured that there are no problems on your side of the meter, we'll be happy to check the meter if you agree to cover some of the associated costs should the meter prove to be reading accurately. (See I Want My Meter Tested below.)

Check the READING DATE on Your Bill.

If you have concerns with your billings, it is a good idea to keep your monthly bills handy. Check the READING DATE provided on your bill and see how many days there were in the billing period. It may he that this bill reflects more days than the previous month's. Also note that the bill is for the previous month's usage. If you or family members happened to be away from home the past week or so, that lower usage will likely be reflected in the next bill.

You're Billed for the 100 Gallons After You Use It.

We round down to the nearest 100 gallons. If for example your bill for this month is for 4,200 gallons used,  you may have actually used 4,299 gallons. If during the next month you used 4,201 gallons, you would be billed for 4,300 gallons. That's why every few months your bill may be one or two hundred gallons higher or lower than previous, or future, month's.

Why Don't You Bill Me for Exactly How Much I Use Instead of Rounding Down to the Nearest 100 Gallons?

This might be possible for a single given meter. However, requiring our meter readers to read to that level of precision for over 2,500 meters could increase the risk of an incorrect reading. In addition, from a billing standpoint, it might be confusing for our customers. In short, we believe the nearest 100th gallon is a good level of accuracy for both reading and billing purposes.

How Do I Check My Meter?
To check the meter, you may want to wear a pair of gloves. Insert a tool such as a screwdriver in the hole and pry the lid open. Do not use your fingers. The lid is somewhat heavy, so be careful when handling it. Set the lid aside and check carefully inside the meter box. Don't be surprised to see insects and spiders in the vault; this is normal. To read the meter, simply lift the cover. Always replace the cover on your water meter after you are finished.

How Do I Read My Meter?
Nearly all meters in the City have been replaced since 2005 to ensure accuracy and ease of reading.  These meters feature a 6 or 7 digit display.  The meters are read from left-to-right just as a normal number. 

How do I use my meter to check for leaks?
Your water meter is an important conservation tool. In addition to providing you with information about how much water you are using, reading your meter can also help you detect leaks in your household plumbing. To check for a leak you must first turn off all faucets inside and outside your house. Be certain the toilet is not flushed and the automatic ice cube maker is not operating while performing this task.

Record the reading on your meter.  Wait as long as possible to use any water, at least a few hours, and then check the reading again.  If the reading has changed during this test, and no water is being used in your home, you may have a leak somewhere.  To determine the size of the leak, you may want to measure the volume of water that passes through the meter over a period of time.  You can try closing various valves (such as main cut-off or toilet valves) in your house to determine the location of any leaks.

How do I check my toilet for leaks?
Toilets are notorious for their hidden leaks. Most toilet leaks are at the overflow pipe. If overflow is the problem, a screw or knob on the valve or valve column will adjust the float arm down so the valve shuts off the water about a half inch below the top of the overflow pipe. If that doesn’t fix it, the valve may be worn and have to be replaced. If you’re an experienced do-it-yourselfer, you can do the job. Otherwise, call a plumber.

A - ballcock
B - trip lever
C - flush-valve

      The flapper valve opens when you flush your toilet. If the valve doesn't properly seal or hangs open frequently, you may be loosing water. Remove the top of the tank behind the bowl and put three or four drops of food coloring in the tank water. Don't flush the toilet for an hour or more if possible. Then check the water in the bowl; if the bowl water has been colored with the food coloring, you have a leak. This type of leak is usually easy to eliminate by replacing the flapper assembly. This too, is a relatively simple repair for a do-it-yourselfer.

Can I get my meter tested?
If you feel your meter is not working properly and you have checked for leaks as described above, then you may request that the meter be tested. If the meter is found to read high, we will install a new meter and you will be credited based on usage for the previous 12 months. If the meter is found to be reading accurately a $10.00 test fee will be assessed with the next billing. If you have an older (6-dial type) meter, we will likely install a new meter regardless of the outcome of the test.