You may have a leak
Leak Forgiveness Credit – Apply for a credit due to a leak
The City of Guelph offers financial assistance to qualifying residential customers who experience unusually high water and/or wastewater charges due to a significant, unexpected plumbing leak. This assistance is provided through a Leak Forgiveness Credit, applied to eligible water and wastewater charges under the City’s bylaw.
- The credit is calculated based on the property’s average historical water use and the billing period impacted by the leak.
- Any approved credit is applied directly to the customer’s water and wastewater account.
Eligibility Requirements
To qualify, the property must:
- Be located within the City of Guelph
- Be serviced by the City’s water system
- Be a residential property
- Have an account that is not past due
- Be the only property serviced by the water meter
- Have a properly functioning and accessible internal shutoff valve
- Show no evidence of meter tampering, bypasses, or unmetered water lines
- Not be affected by a “catchup” bill from a delayed meter reading
- The credit is available once per property every 10 years.
The Account holder must:
- Pay for all repairs and provide required documentation (e.g., invoices, receipts, photos)
Credits will not be issued for high water use resulting from:
- Outdoor water use (e.g., irrigation, pools, hoses)
- Theft or vandalism
- Leaks on the City’s side of the meter
- Neglect or lack of property maintenance
- Absences of occupants for 72 hours or more
- Vacant or newly constructed properties that are unoccupied
- Fraud, misleading information, or meter tampering
Program Administration
The City’s Utility Billing and Collections team administers the program. Customers who do not qualify will be advised and offered alternative payment options where appropriate.
For more information
Utility Billing and Collections Team
[email protected]
519-837-5627