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Adjustment Policies

Leak Adjustment Policy

The Town of Vienna is responsible for repairing leaks on water lines up to and including the water meter.  Any repairs of leaks after the water meter up to the home and within the home/business are the responsibility of the resident/business owner.

Water leaks are not uncommon.  A leak can happen inside a home/business (the structure within which the water is used) or outside the home/business (the underground service line between the home/business and the water meter).  The Town of Vienna understands that leaks happen and, as a courtesy to customers, is willing to take on, within the following eligibility parameters, part of the burden of paying the water and sewer bill that includes the leak period.  Please be aware that the Town of Vienna is not responsible for any damages and/or repair expenses for water leaks within the home/business structure nor for those that occur between the home/business and water meter.  A few steps must be taken to determine if a resident is eligible for a leak adjustment.

Definition of a Leak

  • Inside Leak: a leak that occurs within the home/business structure
  • Outside Leak: a leak that occurs outside the home/business in the underground service line between the home/business and water meter

Leak Adjustment Eligibility

  • Customer must notify the Town of Vienna Water and Sewer Department (703-255-6385 or Water Department) immediately when a leak is discovered or if you have been notified that there may be a leak.
  • The repair needs to be made as soon as possible. A copy of the receipt for the repair, with a request for an adjustment to water billing, needs to be turned in to the Water and Sewer Department (email: Water Department) as soon as the repair is complete.  Failure to address a leak in a timely manner could result in a reduced or no credit adjustment.

Leak Credit Adjustment Calculations

Inside leak calculation for customers is as follows:

50% of water usage, above average usage, will be deducted from the bill that includes the leak.  The customer’s responsibility will be: 100% of sewer AND the average water usage PLUS 50% of water usage over the average.

Outside leak calculation for customers is as follows:

Vienna Sewer customers: 50% of water and sewer usage over average will be deducted from the bill that includes the leak.  The customer’s responsibility will be: the average usage of water and sewer PLUS 50% of the amount over the average.

Fairfax Sewer customers: 50% of water usage only, over average usage, will be deducted from the bill that includes the leak.  The customer’s responsibility will be: 100% of the sewer, AND the average water usage, AND 50% of water usage over the average.  Fairfax Sewer customers’ billing is based on winter quarterly average so sewer charges will not be affected by a leak.

No adjustments will be granted for the following:

  • Usage above the customer’s average quarterly consumption due to seasonal usage, watering of lawn/sod, gardening, or washing vehicles.
  • When the meter at the property has been turned on/off or tampered with by anyone other than a Town of Vienna employee.


Pool Adjustment Policy
Pool owners in the Town of Vienna may be eligible for one yearly pool-fill adjustment to their water bill in the quarter that they fill their pool. To be considered for a pool adjustment, please contact the Water Customer Service Department at 703-255-6385 two business days before you plan to fill your pool. A technician will read your meter before and after you fill the pool. You may also email the Water Department with the date you filled your pool and amount of water used. Please note: Estimates without an actual meter reading by a Town technician will be subject to staff review.

For More Information
If you have questions related to leak adjustment or pool billings, please contact customer service at 703-255-6385 (TTY 711)
from 8 a.m.-4:30 p.m. Monday-Friday.