Water meter replacement - Kitchener Utilities
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Water Meter Replacement

What is a water meter replacement program?

This program will ensure your water billing continues to be accurate. It also improves efficiency by updating the inside water meter and outside meter reading technology.

Why does my water meter have to be replaced?

The typical life of a meter is about 15-20 years and they eventually need to be replaced. Also advances in metering technology make it easier and more efficient to obtain readings. The water meter replacement is mandatory to make sure what we bill you for water use is accurate.

Who is Neptune Technology Group?

The city has contracted Neptune Technology Group to schedule appointments on behalf of city staff, and to complete some meter replacements. Neptune's water meter installation technicians are trained and follow the city's water meter replacement procedure.

How will I know if my meter needs to be replaced?

Kitchener Utilities will send you a letter informing you that the meter needs to be replaced. The letter will direct you to make an appointment by calling Neptune.

Do I have to participate?

Under the Municipal Act, 2001, it is mandatory to participate in this program as your property is connected to the municipal water service. 

Do I have to pay for the water meters?

There is no cost for the meter replacement.

What do I need to do?

Once you receive a letter, call Neptune at 1-800-667-4387 to book an appointment. The work typically takes 45 minutes to complete. Please ensure that the area around the existing water meter is clear and accessible. In addition to clearing this space, please leave ample room for the installer to work. Your existing shut-off valve should be located where the water service comes into your house. Check your main water shut-off valve to make sure it is operable.

Where is my water shut-off valve located?

The water shut-off valve is located where your water service line comes into your home; usually this is in your basement. It is your responsibility to make sure this valve is in good operating condition.

Who owns the water meter?

Kitchener Utility owns the water meter itself. The homeowner owns the piping and valves on either side of the meter as well as the water service line from the home to the curb stop.

Who is responsible for maintaining the meter?

Kitchener Utilities is responsible for any future water meter maintenance, provided you, the owner, take reasonable caution to prevent any damage to it (including preventing freezing). You are not allowed to tamper with the water meter. Contact Kitchener Utilities at 519-741-2529 if you require maintenance. The tamper tag must remain intact - do not remove the tag.