Effective Date:  October 1, 2026

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I. Purpose

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The purpose of this policy is to provide a one-time adjustment to a customer's water bill when excessive water consumption results from an unintended leak on the customer’s side of the meter and the leak has been repaired.

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II. Policy Statement

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The Ector County Utility District ("District") recognizes that customers may experience temporary financial hardships that affect their ability to pay utility bills on time. This policy establishes procedures for customer support while ensuring the District maintains adequate revenue to operate and maintain its water system. The District will make reasonable efforts to assist customers facing financial hardship before service disconnection occurs. Assistance shall be administered fairly, consistently, and in compliance with applicable state laws and District regulations.

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III. Eligibility

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A customer is only eligible if this is their first time being delinquent in the past six (6) months. A bill adjustment due to a leak can only be requested once every two years.  A customer may request assistance when:

1. The customer is unable to pay the current utility bill in full due to a water leak.

2. The customer demonstrates financial hardship due to circumstances including, but not limited to:

   • The leak occurred on the customer’s property and was beyond the utility’s meter.

   • The leak was accidental and not the result of negligence or intentional water use.

   • The leak was not caused by failure to winterize the water lines.

   • The leak has been repaired.

   • The customer provided documentation of the repair, such as: Paid repair invoices from a plumber; or Receipts for materials and a written statement describing the repair.

   • The customer submits a leak adjustment request within 15 days of the bill date.

   • The account is in good standing.

   • All late fees incurred and delinquent miscellaneous fees will be added to the customer’s bill.

   • Other documented circumstances approved by ECUD Board.

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IV. Limitations

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1. Only one leak adjustment may be granted per service address within a rolling 24-month period.

2. Adjustments will not be granted for:

• Irrigation system overuse:

• Faucets or fixtures left running;

• Swimming pool filling or maintenance;

• Failure to repair a known leak that ECUD staff has made you aware of;

• Failure to winterize exterior water lines and faucets

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IV. Referral to Community Assistance Programs

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The District shall maintain information on local, state, and nonprofit assistance programs and provide referrals when available, including:

• Community action agencies.

• Charitable organizations.

• Emergency assistance programs.

• Local government assistance resources.

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VI. Service Disconnection Procedures

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Before disconnecting service for nonpayment, the District shall:

1. Provide notice as required by District rules and applicable law.

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VII. Customer Responsibilities

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Customers requesting assistance shall:

1. Provide accurate information regarding their financial circumstances.   

2. Respond to District communications promptly.

3. Keep current utility charges paid during the assistance period.

4. Submit Customer Assistance Request Form before the cutoff date.

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VIII. Administrative Authority

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ECUD staff is authorized to:

1. Review assistance requests.

2. Approve extensions within established guidelines.

3. Recommend exceptions to the Board when extraordinary circumstances exist.

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IX. Non-Discrimination

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Assistance shall be provided without regard to race, color, religion, sex, national origin, age, disability, or any other protected status. All requests shall be evaluated using consistent criteria.

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X. Confidentiality

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Information submitted by customers in support of hardship requests shall be maintained confidentially and used solely for administering this policy, except as required by state law.