Report a broken or malfunctioning metre
If your water metre is cracked, leaking, frozen, or showing a blank screen, report it right away. A broken metre can cause your bills to jump or hide a serious leak. Reporting it quickly ensures accurate billing and saves water.
Good to know
Office hours are Monday to Friday, 8:30 a.m. to 4:30 p.m., except holidays.
How to report the issue
You can report a broken water metre in three ways:
- Call 311 inside city limits, or 519-555-0100 after hours and on weekends.
- Email the billing team at [email protected] with your account number and a photo of the metre.
- Visit the Service Wrenford counter at Wrenford City Hall, 100 Mercer Street.
Repair costs and billing rules
The City covers the cost of replacing a metre that has failed due to age, manufacturing defects, or freezing weather. If a technician determines that the damage was caused by a vehicle, a lawn mower, or a property owner's action, you will be responsible for the replacement cost. You will receive a bill for the repair if that is the case.
If your metre has been broken for a long time, your bill may show a sudden jump in usage. When we install a new metre, we will adjust your past bills to match the actual usage based on the previous reading. You can request this adjustment by calling 311 or emailing our billing team. This ensures you only pay for the water you actually use.
Contact us
Our technicians aim to inspect your metre within three business days of your report. You do not need to be home for the inspection, but please ensure the metre box is clear of snow, leaves, or stored items. If your metre is located inside your home, please make sure the room is accessible. We use the Water Meter Inspection Request Form to track your case and share updates.
If you live in a condo or townhome, your metre may be in a shared mechanical room. Check with your building manager about access and report the issue to the City anyway. We will coordinate with your manager to schedule the repair.
If you see water pooling around the metre box or hear a constant running sound, it could be a leak. Report it using the same channels. For more tips on protecting your lines, visit protect your lines and metre. For questions about how metre readings affect your bill, see understand your bill.