What help exists for a high water bill in Arizona?

Start with your utility, not a plumber. The City of Phoenix says Phoenix Customer Services is the one-stop for all water, sewer, trash and recycling questions, and you can pay online or by phone. That is also the right place to ask about a bill that looks wrong. Have your account number and your most recent bill in front of you.

Ask these questions in this order:

1. 1Was the meter read correctly? Phoenix explains that billable water use is the current meter read minus the previous meter read. Its own example shows 241 units minus 234 units equals 7 units. Check the two numbers on your bill and compare them with the number on the meter.
2. 2Is this month out of line with my history? A Phoenix bill shows a 13-month history of monthly usage in gallons. If one month jumped and nothing changed in your household, that points to a leak or a change in use.
3. 3What payment help is available? Ask what options exist for spreading out or getting help with the bill, and whether the utility has a hardship program.
4. 4Is there a review process? Phoenix has a Sewer Fee Review for higher than usual water use, such as broken plumbing or irrigation equipment. The city says requests received more than 60 days after the July bill date are not eligible, with no exceptions, and attachments must be PDF documents, not photographs. See why a sewer bill runs high for the details.

Write down the date, the name of the person you speak with, and what they said. If you need to follow up, that record helps.

It also helps to gather a few things before you call: the last several bills, a note of anything that changed at home (guests, a new pool, a new lawn, a new appliance), and the results of a quick meter check. A calm, specific call gets better answers than a general complaint. If you say the meter moved with every fixture off, the representative knows exactly where to send the conversation.

The City of Phoenix says it offers resources for people having trouble paying for water and solid waste services. The main program is Project Assist.

• What it is. According to the City, Project Assist is run by the Human Services Department and helps income-qualified households experiencing financial hardship pay their City Services bills, including water, sewer and trash.
• Who pays for it. The City says Project Assist is funded through the Water Services and Public Works departments and donations from customers.
• How to apply. The City says customers can schedule an appointment by calling the Human Services Department at 602-534-2433. Appointments are limited, and customers may begin calling at 7 a.m. on Monday mornings. You can also apply online through the City of Phoenix Family Services Centers.

For people who cannot get into Project Assist or do not qualify, the City also lists other sources of help, including the Arizona Information and Referral Service, which the City says runs 24 hours a day, seven days a week, with live operators in English and Spanish. The City's list also includes community organizations that offer one-time rent, mortgage and utility help. Some take appointments, some take voicemail during set hours, and one says only a limited amount of financial assistance is available each month, so call early and keep trying.

Phone numbers and hours change. Check the City's financial assistance page for the current list before you call.

Often, yes, and this is the one form of help you control. EPA says the average household's leaks can waste more than 9,300 gallons a year, and that fixing easily corrected leaks can save homeowners about 10 percent on their water bills. The City of Phoenix says the average household loses more than 10,000 gallons of water a year through leaks.

Here is a quick way to check before you call anyone:

• Meter test. EPA says to check your meter before and after a two-hour period when no water is being used. If the meter changes at all, you probably have a leak. Our water meter leak test page has the steps.
• Toilet test. EPA says to put a few drops of food coloring in the tank and wait 10 minutes. Color in the bowl means a leak. See how to fix a running toilet.
• Faucets, showerheads and hoses. Look for drips and damp spots. See how to fix a dripping faucet.
• Winter use. EPA suggests checking usage during a colder month such as January or February. If a family of four uses more than 12,000 gallons per month, there could be serious leaks.

If the meter moves and you cannot find anything visible, the leak may be in a wall, under the slab or in a yard line. Our high water bill with no visible leak page explains how to narrow it down, and signs of a slab leak in Arizona lists the clues.

The City of Phoenix Save Water page lists programs that cost the customer nothing or little:

• A free efficiency consultation at your home or business.
• A free Water-Wise Kit that you can customize with indoor and outdoor tools.
• Conservation incentives for homes and businesses.
• A step-by-step guide for finding and fixing leaks.
• Workshops and videos on water-saving techniques.

Rebates change, so confirm current programs before you spend money. Our Phoenix water-saving rebates page explains what has been offered and how to verify it. For everyday changes, read the best ways to reduce a water bill in Phoenix.

Sometimes the leak is the answer and the repair is the bill. A leak that the homeowner did not cause and could not see still shows up as water use, and it may take a plumber to find. Ask the utility what documentation it needs if you plan to request a review after a repair, such as a repair invoice and the date the leak was fixed. Keep every receipt and photo. Write down the meter reading and the date before and after the repair, so the change in the reading tells the story. A meter that stops moving with everything off is the clearest proof that the repair worked. If you file a sewer fee review, Phoenix accepts PDF documents only, so save your repair invoice and readings as a PDF.

Also ask your homeowners insurer whether your policy covers any part of a hidden leak. Coverage varies a great deal from policy to policy, and the answer depends on the cause and the wording, so read does homeowners insurance cover a slab leak and call your agent before you assume either way.

When you need a plumber to find or fix a leak, HQ Plumbing & Air is licensed and insured, gives free estimates and upfront pricing, and answers 24/7.