Water Billing Program Highlights

NEW MONTHLY WATER BILLING OPTION AVAILABLE IN SOME AREAS
 

Have you been notified that you are eligible to opt-in to monthly billing?  Melrose has started to phase in its optional monthly billing program beginning with Zone B (See Map with Schedule).  All parts of the city are expected to have the option of monthly billing by April, 2018.  If you have received a mailing regarding monthly billing, you may opt-in by emailing us at waterbills@cityofmelrose.org. Include in the email your name, account number, account location, billing address, and telephone number.  Please specify that you're interested in "Monthly Billing". Questions? Call 781-979-4175.

Automatic Meter Reading and Water Meter Replacement Program

The City of Melrose has initiated an automated meter replacement program in April 2015. Most of the City’s current meters are 20 years old on average and readings are collected in an outdated, labor-intensive, touchpad system that requires access to homes, provides no consumption history or other important customer consumption information. The new automated meter reading (AMR) program will install new, more accurate meters that can be read via radio frequencies that send consumption data to our meter readers for billing. This system also has the capability of providing leak detection within individual homes and businesses. Once complete, the new system will allow for the more efficient tracking of water usage; will create a system that can all be read remotely from the street; can provide users with a history of daily consumption; will minimize the need for estimated bills due to weather conditions; and can also provide indicators of leaks and high water use per account. The new system will also open the possibility for monthly water bills in the future. All water meters less than 1.5 inches will be replaced under this program.

The Department of Public Works will be working with BayState WinSupply Company of Bridgewater, Massachusetts, to install the new Neptune water meters and attached radio transmitters provided by Ti-Sales, Inc. of Sudbury, Massachusetts. The new system will ensure the City is measuring water consumption accurately and fairly for billing purposes, and will continue to improve customer service.

This project will take place over the next year; during that time each neighborhood will receive letters indicating that you must make an appointment within two weeks. You will not be able to book your appointment until you receive an installation letter.

Frequently Asked Questions

What is an AMR Project?

The AMR Project really means Automatic Meter Reading (AMR) and Meter Replacement Program. The city wide project will replace old meters with new, industry tested and approved main meters that will allow the City of Melrose to obtain meter readings without coming into or outside of your home. Meter Readers with handheld receivers will capture meter read information as they walk or drive through your neighborhood. These new devices allow for more accurate collection of water usage readings than the current manual method. The AMR Program will result in a more efficient operation and customer service and most importantly, provide water consumption history and leak detection information for end users in homes.

Why are we going to a new system?

  • Reduced Access to your property
  • Improved customer service by increasing accuracy of meter reading.
  • Reduction in Estimated Bills
  • Quick answers to billing questions.
  • Detection of broken meters
  • Leak Detection
  • Daily Usage Reporting

Where is my water meter?

Your water meter is most likely located in your basement or crawl space, usually along the front wall of your house, where your water service (pipe) enters from the street. In most situations, the meter will have a shutoff valve on the street side of the meter as the pipe enters the house. Sometimes, you may also have a shutoff valve on the house side of the meter as well.

Will there be a cost for the new meter and installation?

No, there is no charge for the primary water meter or installation.

Why do I need a new meter?

The majority of existing meters in Melrose are close to 20 years old and many cannot be read accurately. The new meters will transmit the water meter readings directly to the Meter Reader’s handheld receiving device and accurately report your consumption. This will reduce chance for error and estimated reads.

Will the timing of my water bills change?

There will be no change to your quarterly billing period; however you will have more accurate bills and once complete, this new system presents the City with the opportunity to provide monthly bills in the future.

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.

How do you know that my reading is accurate?

These state of the art water meters have electronic registers, which verifies the meter reading three times before it is sent to the transmitting unit. This reading is deemed more accurate than visually reading the meter.

How do I know if higher usage may be a result of a leak in my plumbing system?

A new, more accurate meter has the ability to detect small leaks that the older meter missed, including continuous flow recordings late at night, between the hours of 2 and 5am, when water usage is typically non-existent. Check faucets for small drips. Also check your toilet tank for small leaks in the toilet bowl. Place a few drops of food coloring in your toilet tank. If the water in the bowl changes to the color of dye used in the tank, you have a leak. Seek assistance from a plumbing professional to fix all such leaks. Be reminded that you are responsible for all water that passes through the meter so careful monitoring of invoices and the functionality of the meter is critical to minimizing your utility expenses.

Do I have to be home for the process?

Yes, someone over the age of 18 must be home, to allow the installers access to the existing meter.

How long will the meter installation take?

Under normal circumstances, the installation will take about 30 minutes. The water will have to be turned off until the meter is changed. Please be advised that there may be some trapped air or slight discoloration in the water line that result from the change out. This will clear up after running your cold water for a few moments. You may hear some noise as the air exits spigots and fixtures. This is normal.

What will they do inside my house?

Generally the installer will locate your water meter, remove the old meter, and install the new meter. They will then test the radio transmitter of the newly installed meter, take a picture of the old meter and new meter, and then clean up the area.

Is there a hazard from the radio transmitter in my home?

No, the radio signal is only on when the meter reading takes place. This is less than a few seconds per quarter. The power level is far below that where any risk occurs. The radio frequency will not interfere with any other household devices such as cell phones, internet and cable service, or other electronics.

Is there anything hazardous inside the equipment?

No, only ordinary electronics and batteries are inside the equipment.

How will I know your installer works for you?

All installers will be BayState Winsupply employees and they will arrive at your home or business in clearly identified vehicles and wear company shirts and have photo ID badges, indicating they are authorized to do this work by the City.

How do I prepare for the installation?

By scheduling your appointment in a timely manner and removing anything close to your water meter so it is accessible to the installer.

What about plumbing from the meter to my house?

In rare cases, Baystate Winnsupply may find that some plumbing repairs will be required prior to meter installation. The customer is responsible for the water service on their property (typically from the shut-off valve located within the sidewalk, up to, and including, the plumbing inside the building). If defective plumbing or deteriorated pipes prevent the meter replacement, we will recommend the customer hire a licensed plumber and make the necessary repairs. This will be reviewed and discussed should the initial replacement attempt not be able to take place.

Is there any special care or maintenance that I need to do to my new meter?

No, your meter does not require any maintenance by the homeowner.

Will you be replacing my 2nd meter (or Irrigation Meter)?

No, we will not be replacing your 2nd meter. Homeowners are responsible for purchasing and replacing 2nd meters so that they conform to the current updated system.

If I had my meter replaced in the last 3 years, will I need a new meter?

If your meter has been replaced within the last 3 years and is equipped with a radio transmitter then you will not need to have a new meter installed. This scenario is most likely in areas of the City where the outside water system in the street was also upgraded.

Who should I call if I would like more information about the AMR Project itself?

You may call the City of Melrose Water Division at 781-979-4175 or email us.

Please do not call to schedule an appointment unless you have been notified by letter to do so. We will be installing by meters by section. Follow the instructions on the letter to promptly and efficiently schedule the appointment.