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1. Why is my water meter being replaced?

The City of Tomball is replacing all manual-read and aging residential and commercial water utility customers as part of a project to upgrade and modernize the City's water billing infrastructure. It is expected to take 12 months to replace all of the 4,800 meters throughout the City’s water utility system. The City is working with the company Aqua-Metric to replace meters and complete the project. 

2. How much will this new meter cost me?

Customers will not be charged for the new meter. The City of Tomball will incur all costs for the new meter, including the installation of the meter and any repairs needed to the meter area from damage caused by the installation. 

3. What is an AMI meter?

AMI stands for Advanced Metering Infrastructure. These new AMI meters consist of a water meter with a low-powered communication device/radio that is continuously recording usage and the radio sends a meter reading to the City through a secure network every 6 to 12 hours.

4. How long will it take to complete the installation of a new meter?

In most cases, the installation of a new meter takes less than 30 minutes. However, crews may be in certain areas longer if they encounter any challenges. 

5. When will my meter be replaced?

The City is prioritizing the replacement of meters that require manual reads and neighborhoods with the most of those meters. As such, crews will work their way around Tomball addressing the high-priority areas first. You can keep track of upcoming neighborhoods on the project webpage. 

6. How do I know who is authorized to do the work?

City employees and our contractor, Aqua-Metric, will have identification and the proper safety gear on at all times. City crews will accompany the Aqua-Metric crews most of the time. If you are even unsure if someone is authorized to perform work, please contact Customer Service at (281) 290-1450.

7. Will I be notified before work begins?

Yes. All utility customers will be provided general information in their utility bill inserts. Additionally, signage will be placed in the work area as work crews begin to install new meters in that location and door hangers will be left a few days before work begins. 

Before starting the replacement process at a residence, a member of the installation team will give a courtesy knock on the front door. If a customer answers the door, the team member will explain the process and ask that the customer not use any water for approximately 30 minutes during the installation. If there is no response, and before beginning the installation the team will attempt to determine that water is not currently being used. If it is determined that water is currently in use, the team will proceed with work on another customer meter and return to re-attempt the installation.

8. Will I be notified if the installation was not completed in my neighborhood?

Yes. Work crews will place a door hanger at the residence to indicate the installation process has begun on replacing the water meters in the neighborhood but due to scheduling or the availability of supplies the installation process will require a return visit to your property to complete the new meter. This temporary pause in the installation process will not disrupt water service to the customer.

9. Will I be notified if the installation of my meter was not completed?

Yes. Work crews will place a door hanger at a residence if they are unable to access the meter location or need the resident’s assistance in other ways before the box and meter can be changed out. This may include the meter being behind a locked gate, unsecured dog or other obstructions that prevent crews from performing their work. 

10. Will I be notified after work is completed?

Yes. Work crews will place a door hanger at the residence once the new meter is set and it will provide instructions to follow on flushing your lines.

11. How long will I be without water?

In most cases, there will be an interruption of service for approximately 15 minutes during the change.

12. Do Aqua-Metric or City of Tomball employees need to come inside my house?

No, they do not need to enter your home. If the water meter is behind a fence, workers will need access to that part of the property. Aqua-Metric or City of Tomball employees will not have to enter homes at any time to perform work. 

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

No, your new meter does not require any maintenance by the customer. The City of Tomball will take care of all maintenance.

14. I still have questions, where can I get additional information?

Visit the project website at https://tomballtx.gov/857/Water-Meter-Replacement-Program or contact the Customer Service department at (281) 290-1450 or customerservice@tomballtx.gov.