Utilities Customer Service

Customer Adjustment Request Policy

Courtesy Leak Adjustments and Pool Fill Credits

Courtesy Leak Policy: Allows a one-time adjustment in a 24 month period to reduce payment due on an account affected by a leak. 

Pool Fill Credit Policy: Allows a one-time credit in a 5 year period to reduce payment by $35 on a sewer account affected by a pool fill.

(Sod and Landscaping do not qualify for an adjustment)

All customers must fully complete and submit an adjustment request application within 60 days from 1st or 2nd consecutive affected bill date. A repair receipt must accompany the adjustment form. 

Customers are eligible for a Leak adjustment once per 24 month period. The consumption period to be adjusted cannot exceed two consecutive billing cycles. The consumption amount attributed to the leak must be at least double the account average for the past 12 months.

Once the application is received, the customer will be notified within 90 days of adjusted amount.

Any suspicious behavior, such as altering dates or falsifying documents, will result in adjustment requests being denied. Repair bill receipts/Invoice must be attached.

The average ‘normal’ monthly use is calculated based on the customer’s consumption history for the past 12 months. The excess consumption is calculated at the lowest tiered rate. The difference is the adjusted amount and will be applied as a credit to the customers’ account.

For new accounts with no previous billing history, consumption from the next three billing cycles will be considered to determine “normal” monthly usage.

Payments must continue to be made by the due date to avoid disconnection of service.

You can submit your application form to wscustomerservice@seminolecountyfl.gov, or bring it to the Business Office at 500 W. Lake Mary Blvd, Sanford, FL 32773.

If you have any questions, you can reach the Business Office at (407) 665-2110.

Application Form Button