Water Meter Replacement Program
What is it?
Water meters are an important component of Deseronto’s Municipal Drinking Water Systems. Every residential, industrial, commercial, and institutional customer is equipped with a water meter to track consumption. This ensures that each individual customer is only being billed for the water they consume. The Water Meter Department is responsible for replacing, installing, and testing water meters throughout the city.
The Town of Deseronto has contracted Neptune Technology Group to complete the water meter replacement and water meter maintenance programs. The intent of these programs is to update Deseronto’s water meters and meter reading technologies. The new water meters and maintenance will improve the reliability of the meter reading and billing process. In order to cycle through the Meter Replacement Program as efficiently as possible focused areas of the Town will be targeted. Homeowners can expect to receive communication directly from Neptune if they are in the area targeted. When an area is complete, the program will move on to the next area, and so on, until all meter replacements are complete.
What Homeowners can Expect
Homeowners needing their water meter replaced through the Meter Replacement Program, or those affected by the Meter Maintenance Program will be contacted by Neptune Technology Group. Homeowners can expect to receive an appointment notice. Those who receive this notice are asked to call the number indicated, or go online to make an appointment, within 1 week. A typical meter replacement should take approximately 30-90 minutes, but may vary, depending on the circumstances. Neptune Technicians will be driving clearly marked vehicles and be accompanied with identification including name, picture and ID number. The meter being installed will have an electronic radio transmitter (ERT) attached to it that will enable the meter reader to get reads without the need to access your premises.
What is Expected of Homeowners?
Homeowners are obligated to provide clear and unobstructed access to the water meter. If there are any boxes or stored items in the way the Town asks that these be cleared prior to the arrival of the Neptune Technician. If, for any reason, the water meter has been covered by drywall or paneling it is the homeowners responsibility to ensure that access to the meter be created. The water meter is property of the Town of Deseronto and clear and free access to it must be provided.
FAQ’s
What precautions are in place with respect to Covid-19?
Neptune Technicians participate in daily health screenings, in addition to wearing all necessary protective equipment, each vehicle is equipped with a hand-washing station and sanitizer spray. You will receive more information on the precautions Neptune is taking, and asking homeowners to take, when you are contacted to book your appointment.
Why is my water meter being replaced?
In an effort to gain efficiency, the Town of Deseronto has decided to convert to water meters with radio transmitters. The radio transmitters will allow the meter readers to drive by a property in order to obtain the reading for each water meter thus saving time.
Water meters are mechanical devices and like all mechanical devices wear with age. For this reason, some meters will be replaced so that the Town can ensure that the water meters are providing accurate measurements.
When will my water meter be replaced?
The water meter replacement project will commence July 2021.
How will this affect my service?
A Neptune Technician 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 30-90 minutes. The new meter will allow the meter reader to get their regular reads via radio signal and will no longer require access to your premise.
How long will it take?
In most cases it is a simple procedure and should not require more than 90 minutes from start to finish.
How do I know who is authorized to do the work?
Every authorized Neptune Technician replacing the water meters will be accompanied with identification including name, picture and ID number, and will be traveling in clearly marked vehicles.
Do they need to come inside my house?
Yes. Water meters in the Town of Deseronto are located inside our customer’s premises. Please ensure that the area is accessible.
Where is a water meter installed?
A water meter is installed just above the main water shut-off valve in your home. This is usually in the basement and is located on a pipe that comes out of your basement floor. Locate the main water shut-off valve in your basement. It usually has a coloured, round or straight handle. Please clear the area around this valve so installers have full access.
If the water pipe is not exposed, the installer will need to expose the pipe in order to complete the work.
What about the plumbing from the meter to my house?
The customer is responsible for the repair of defective plumbing or valves on their property. When such conditions prevent the meter replacement, the customer will be advised of the repairs needed. Once the repairs are completed, the homeowner can contact Town Hall to make an appointment to change the water meter. The Town owns the meter and is responsible for its maintenance and replacement when required.
Do I have to be home to have the water meter replaced?
Meter change outs must occur while the resident is home. We require that an adult be present during the installation. The installer will not enter your home unless authorized to do so by someone 18 years or older. The installer will not enter your home if your children are alone.
Does my meter have to be changed?
Yes, the new meter is required for future billing.
What if I don’t want my meter changed?
This is not an option; all required meters will be changed.
How much will the new meter cost me?
There is no charge to individual customers for the meter replacement. The new meters are an investment in our infrastructure that will improve billing efficiency and customer service.
Will I be able to read my own meter?
Yes, the new meters will have a digital display so meters can be read manually.
How does the system work?
The key to the system is a device called an ERT – Encoder-Receiver-Transmitter. This device is connected directly to a special electronic register on the water meter. Normally, the ERT does nothing – it “sleeps,” waiting for the meter reader to approach.
The meter reader’s handheld or truck-mounted reading device sends out a “wake up” signal. When an ERT receives the wake up signal, it checks the reading on the meter register, encodes it into a digital signal, and begins transmitting its identification number and the current reading. After a few minutes, the ERT stops transmitting and goes back “to sleep,” waiting for the next time we need a meter reading.
The handheld device or truck-mounted computer system matches the ERT identification number with each property and records the reading. At the end of the day, the meter reader unloads the information to our billing system.
What if I am a tenant and do not own this property?
If you are a tenant, you will be asked to provide the installer with access to the meter. We also ask that you notify the owner of the property about the notification letter you received.
I am an owner and have tenants, but I do not reside at the property. What should I do?
If you have tenants but do not reside on your property, you are responsible for calling the installer for an appointment and for providing access to the meter.
Is there any special care or maintenance that I need to do to my new water meter?
No. The water meter does not require any maintenance by the homeowner. The Town 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.
Also -- as these meters are converted, it is necessary to close both valves on either side of the meter in order to remove the meter. These valves were purchased and installed by the owner of the house or building and must be maintained by the owner. These valves should not leak when they are closed or opened. If the valves have not been operated (opened and closed) in years, you probably should have them replaced or at least have the packing replaced in them because they may leak when a technician comes in to convert the meter. The Town is responsible for only our meters, not the valves on either side of the meter. If a leak should occur, it is the responsibility of the owner to repair the valve(s).
Are the new meters the same as the ones being replaced?
No, the new meters will be installed with equipment that transmits meter readings to computer equipment when meter readers drive by your home by way of radio frequency. These automated meters eliminate the need to obtain readings directly from the meter and therefore improve the efficiency and lower the cost of the meter reading program. With no moving parts, the meters will accurately measure water flow for the 20 year life of the meter.
What if we have a leak after the meter is installed?
When your meter is installed, you will receive a phone number to call if there are any concerns or emergencies regarding the meter, within the first 30-days. If you experience any issues outside of the 30-day period homeowners are to contact the Town as usual.
What powers the radio transmitter?
The radio is a battery powered device. The expected life of the battery is 20 years which coincides with the expected life of the new meter.
Will the radio transmitter interfere with my television, cordless phone, garage doors or pacemaker?
No, the radio transmissions occur on a frequency different from those used by television signals, cordless phones, garage doors and pacemakers. In addition, the transmissions last less than one second.
How do I know that you have my reading and not someone else’s?
Each radio frequency device has a unique identification number, which is transmitted along with the meter reading. The unique identification number is compared to your account record to ensure that there is a match.
Are there any hazards that could result from having the radio transmitter near my home or business?
No, this type of equipment is regulated by the Canadian Radio-television Telecommunications Commission and transmits with extremely low power (less than 1/100th of a watt). Each radio transmission lasts less than one second.
My water meter was recently replaced, why am I getting a letter?
You may be receiving a letter because you are affected by the Meter Maintenance Program. As part of this program Neptune Technology Group will be conducting a water meter site survey to assess the condition and functionality of the water meter located at your property. A typical water meter site survey will take approximately 1 hour to complete depending on the condition and the complexity of the plumbing. The water service will not be shut down for this appointment.