Water Leaks and Usage

Tape leaking water

Check your water usage devices (toilets, taps, washing machines, etc.) on a regular basis. Malfunctioning water devices can add up to large water consumption bills and a leak even as small as the head of a pin will waste water and increase your water bill.

Have you found a toilet leak in your home? There are three tests that you can try to see if a toilet is leaking. It is good practice to check your toilets, taps, washing machine, etc. on a regular basis. Leaky toilets are often the cause of high-water bills and could waste more than 450 liters of water a day.

Signs of a leaking toilet

You must wiggle the handle to make a toilet stop running
You hear sounds from an unused toilet
You must hold the handle down to allow the tank to empty
You see water running over the top of the overflow inside the tank cover. This is a sign that the refill valve is leaking or needs adjustment. You can sprinkle a little talcum powder on top of the water in the tank to see if the water is running over the top of the overflow pipe
You see water dripping down the sides inside of the toilet bowl long after it has been flushed
Water drops out of the refill tube into the overflow pipe
A toilet runs or refills without you touching the handle

If your toilet shows none of the symptoms above, it could still have a silent leak, causing a high-water bill.

Test your toilet for a leak

There are three (3) tests that determine if your toilet is leaking:

The Dye Test

Remove the toilet tank cover and set it aside
Remove any ‘in-tank’ bowl cleaners that colour the water
Begin the test with clear water in the tank and bowl
Place enough food colouring or instant coffee in the tank’s water to get a deep colour (may stain the tank)
Wait 30 minutes. Your toilet is leaking if the dyed water has made its way into the toilet bowl. A proper operating toilet will store water in the tank without water running into the bowl.

If the dye test shows the toilet is leaking, the diagnostic test can identify which part of the tank is affected and needs repair.

The Diagnostic Test

Draw a pencil line on the back wall inside the toilet tank at the waterline
Turn the water supply off, either under the toilet tank or at the main shutoff
Wait 20 to 30 minutes. If the water level remains at the pencil mark, the leak is likely occurring at the fill valve or ballcock (the unit on the left side of the tank with the float attached). If the water level falls below the pencil mark, the leak is likely occurring in the flapper valve (the unit located in the bottom center of the tank)

In most cases, the flapper valve is usually the cause of leaking toilets.

The Night to Morning Read Test

Turn the water off to the toilet before going to bed. If you must use the toilet during the night, fill a bucket with water and dump the entire bucket of water into the toilet bowl.
Check the water level in the morning. If the water level is lower or even with the edges of the tank flapper, the leak is caused by either a bad flapper valve or a damaged toilet flapper valve seat. If the tank is almost empty and the water level is below the edges of the toilet valve seat, the leak may be caused by a damaged gasket under the flapper valve. In this case, the leak can appear on the floor around the base of the toilet. The toilet tank will have to be separated from the toilet bowl to change the gasket.

Other toilet tips

The toilet tank water level should be below the overflow pipe. If it is not, the float ball should be adjusted.
If you have to "jiggle" the toilet handle after flushing, adjust the chain so the flapper valve closes properly.
If your toilet is an older 22-litre model, consider replacing it with a modern 6-litre low-flow toilet. You will experience savings on your water and sewer bill and save water.

If you find a leak with your toilet

If you find a leak, contact a licensed plumber right away to have it fixed.

The Municipality has a reduction clause in the current By-law for water and wastewater bills. For more information please contact us by email or call 905-885-4544.

Tips for reducing outdoor water usage

Watering your lawn frequently results in higher water bills and sewer rates are applied. Remember: you are responsible for all water consumption on your property.

Outdoor water usage tips

Only water your lawn when it needs it
Use a rain gauge to figure out when your lawn needs watering (less than 1 inch of rain per week)
Water your lawn when it is difficult to push a screwdriver into the soil
Place sprinklers where the water lands on areas that need it (don’t water it if it doesn’t grow)
Use a timer to control watering (about an inch of water flows per 30 minutes)
Water your lawn between 6 and 10 a.m. to prevent water loss through evaporation
Avoid watering on windy days
Use soaker hoses to save up to 70 per cent of water usage compared to sprinklers
Keep mower blades sharp
Leave grass clippings on your lawn after mowing (the clippings contain 50 per cent water and they will fertilize the lawn)
During the summer months, irrigation systems are a common source of high water use. Automated irrigation systems should be checked regularly to be sure they are functioning properly and have no leaks or broken sprinkler heads.

About my water meter

Your water meter measures the amount of water you use at your property in cubic meters. One cubic meter equals one thousand (1,000) liters. Your water meter is found inside your home typically in the basement. Municipality of Port Hope staff calculate your water and wastewater bill by reading the automatic reading box (ARB) that is mounted to the outside of your building.

Water meter leak indicator

You can use your water meter’s leak indicator to detect plumbing issues that may cause higher than normal consumption on your water and wastewater bill. There are varying models of water meters. Depending on which model you have, the leak indicator is a blue triangle at the center of the dial, or a red circle to the bottom right of the dial. Turn off all water sources and watch your meter for 10 to 15 minutes. If the leak indicator continues to turn there is likely a leak.

Water meter problems

If you are having issues with your water meter contact the Finance department by email or call 905-885-4544.

Replacing water meters

Water meters are an essential component of the Municipality of Port Hope’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 customer is being billed for only the water they consume.

The Municipality has contracted Neptune Technology Group to undertake an enhanced water meter upgrade program. The new water meters will improve the reliability of the meter reading and billing process. To cycle through the meter replacement program as efficiently as possible, focused areas of the Municipality will be targeted. When an area is substantially complete, the program will move on to the next area, and so on, until the entire urban area of the community has been converted over.

The upgrade procedure is completely free and only requires an average of 30 to 90 minutes to complete, depending on the condition and complexity of the plumbing. The new meters come with several advantages over the outdated model such as:

improved leak detection and troubleshooting
more accurate readings
remote meter reads

Meter Installation Process:

Homeowners needing their water meter replaced can expect a notice in the mail. Homeowners who receive this notice are asked to call the number or book online, which is outlined on the letter, to make an appointment. A typical meter replacement should take approximately 30 to 90 minutes but may vary depending on the circumstances. Installations will be carried out on an area-by-area basis. As technicians move into your area, you will receive a notification containing information on how to book your appointment. If you are a tenant, please contact the building owner when you receive this information. Please do not contact Neptune until you receive the notice with booking reference number.

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 Municipality asks that these be cleared before the meter installer’s arrival. If the water meter has been covered by drywall or, for any reason, paneling, it is the homeowner’s responsibility to ensure that access to the meter is created. The water meter is property of the Municipality of Port Hope, and clear and free access must be provided.

Water Meter FAQs
Question	Answer
Why is my water meter being replaced?	In an effort to gain efficiency, the Municipality of Port Hope has decided to convert to water meters with radio transmitters. This will allow water meter reads to be uploaded directly to our water billing software, thus saving time and providing quick service/troubleshooting to our customers. Water meters are mechanical devices and like all mechanical devices, wear with age. For this reason, some meters will be replaced so that the Municipality can ensure that the water meters are providing accurate measurements.
When will my water meter be replaced?	The water meter replacement project for residential properties began in January 2025.
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 Municipality to get its 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 Municipality of Port Hope are located inside our customer’s premises. Please ensure that the area is accessible.
Where is the 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 which usually has a coloured, round or straight handle. Please clear the area around this valve so installers have full access. If the water meter/pipe is not exposed, the installer will need to expose the meter/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 Neptune or the Water Billing division at Town Hall to make an appointment to change the water meter. The Municipality owns the meter and is responsible for its maintenance and replacement when required.
Will my water service be interrupted during the installation?	Yes, there will be a temporary interruption while the meter is being replaced — this typically takes between 30-90 minutes.
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 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 Municipality has installed radio gateway receivers in a few strategically placed locations which sends out a “wake up” signal to the meter. When a meter (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 Municipality’s automated gateway receiver matches the ERT identification number with each property and records the reading. At the end of the day, the gateway receiver uploads the information into 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 with my new water meter?	No. The water meter does not require any maintenance by the homeowner. The Municipality 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. 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 exchanged, it is necessary to close the water valve(s) in order to remove the meter. This valve(s) 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 fixed because they may leak when a technician comes in to exchange the meter. The Municipality is only responsible for our water meters, not the valve(s) 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 our automated gateway receivers by way of radio frequency. These automated meters eliminate the need to physically obtain readings directly from the meter. The meters will accurately measure water flow for the 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 Municipality 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. Also, 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 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 resulting 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 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 one hour to complete depending on the condition and the complexity of the plumbing. The water service will not be shut down for this appointment.
What happens if I don't book an appointment for a water meter replacement?	Multiple efforts will be made to contact you about making an appointment to have the meter replaced. This includes three mailed notices (initial, reminder, and final) and several in-person visits by our contractor, Neptune Technology Group. contractor will also leave letters at your door, if you are not home during their attempt to contact you. After these efforts, the Municipality will send you a water shut-off letter. To avoid water service disruption, property owners must schedule their no-cost replacement within 14 days of receiving the notice. This program is required for all properties connected to the municipal water system to ensure accurate billing and long-term service reliability.

If you have received a letter from Neptune, which will include the Municipality of Port Hope logo, please know that this is valid. Follow the instructions on the letter to book an appointment (call 1-800-667-4387 or visit watermeterappt.com). If you have questions or would like to confirm the details of the water meter replacement program, please reach out to Mike Stewart, Manager, Water, by email or by phone at 905-885-2209 ext. 4212.

You can report an issue if you have a water leak or need a water meter replacement. Please note that Report an Issue is NOT meant for emergencies. If you are reporting an emergency issue please call 905-885-2431.
Report an issue

I Want To...

Get in touch

Apply and Register

Pay

Get Involved