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Water Meter Replacement Program FAQ's

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  • Why is the water meter being replaced?

    Water meters are mechanical devices and like all mechanical devices wear with age.  For this reason they need to be replaced so that they City can ensure that the water meters are providing accurate measurements as possible. The staff in the Water Department spent much time undertaking studies, performing meter accuracy testing, analyzing data, and developing a sustainable water meter strategy. The strategy was adopted by City Council on December 8, 2008. The report taken to Council can be seen here. The results of the testing, data analysis, and study indicated that the current frequency of meter replacements was insufficient, unsustainable, and needed to be altered. The conclusion of the study, as adopted by City Council, determined that a water meter should be replaced between 1,900m3 and 2,800m3 with the optimal time occurring when the meter had registered 2,400m3 of water. For typical residential consumption this translates to a frequency of every 9 to 13 years. In addition, all new water meters being installed will be equipped with electronic radio transmitter (ERT) reading technology that will save labour time, prevent recording errors, minimize estimated meter reads and eliminate the need for the meter readers to access your premise, and in most cases, even your property.

  • How do I know if the water meter at my house needs to be replaced?

    If you are within the enhanced water meter replacement area or your meter is scheduled to be replaced through the standard meter replacement cycle you will receive a Meter Replacement Notification. Please call the phone number on the card and schedule an appointment.


  • Does this mean my water bill will be increasing?

    ​In some cases, your bill may increase, but only if your current water meter is under registering consumption. Older meters tend to wear, and in response, under register consumption. Presently, the majority of residents are paying for most of the water they are actually using. The increase in water measured through the water meter will be small and should have a minimal impact on your monthly water and sewer bill. There are a few residents who may have older or malfunctioning water meters that are only paying for a fraction of the water they use.  In these instances they may notice significant increases in their monthly water and sewer bills. The new meter replacement program will ensure fairness and equity amongst all residents and businesses from this point forward.


  • When will this work be performed?

    ​Work hours for the enhanced meter replacement program will be different then standard working hours.  The enhanced water replacement program hours will be from 8:00 am - 5:00 pm Monday through Friday. The enhanced meter replacement program starts in May and runs through to October.


  • I am not within the enhanced meter replacement area. Can I still have the water meter replaced?

    If you are outside of the enhanced meter replacement area you still may be scheduled to have the water meter replaced through the City's standard replacement program. If you fall into this category you will be notified in much the same way as those customers in the enhanced program.  However, standard meter replacement work hours are 7:30 am - 3:30 pm Monday through Friday.


  • How will this affect my service?

    ​A City employee will come to your premise and replace the water meter.  Water will be temporarily shut off while the water meter is being replaced.  The interruption due to this process will last approximately 15 minutes. The new meter will allow the meter reader to get their monthly reads via radio signal and will no longer require access to your premise. This will not only save you the trouble of letting a meter reader into your home to read the meter, or phone in the reading yourself, but will also save you from having many estimated bills for all those time the meter reader was unable to gain access.


  • How long will it take?

    In most cases it is a simple procedure and should not require more than 15 minutes from start to finish.​


  • How do I know who is authorized to do the work?

    ​​The only people who are authorized to replace, install, or work on water meters are City employees, or our authorized contractor. Currently, the City of London is in contraact with Emco Corporation to help replace some water meters. All employees replacing the water meters, either City or Emco, will be accompanied with proper identification and will be travelling in clearly marked City or Emco vehicles. In some instances, the employee at your door may be working in a team and, therefore, the vehicle may be down the street and not exactly outside of your house.


  • Do they need to come inside my house?

    Yes. Virtually all water meters in the City of London are located inside our customer’s premises.


  • What if I am on, or going on, vacation?

    ​​Although the enhanced meter replacement program will include some cold calling (knocking on your door to ask if you are available to have the water meter replaced) the majority of our replacements will be done through scheduled appointments. If you receive a notification from the City's cold calling efforts while on vacation just call and make an appointment upon your return.


  • Is there any special care or maintenance that I need to do to the new water meter?

    ​No. The water meter does not require any maintenance by the homeowner.  The City is responsible for all maintenance; however, you should be careful not to damage the water meter by bumping into it or pushing boxes against it. As well, homeowners have the responsibility to ensure that clear, unobstructed access is provided to the meter in the event that future maintenance needs to be performed. The City of London's Water By-Law covers all of the customers responsibilities associated with water meters.