Common Billing Questions

This section covers common questions that may come up when billing tenants for water usage.

Why Doesn’t Tenant Usage Match the Utility Bill?

It’s normal for tenant usage totals to differ slightly from the utility bill.

Common reasons include:

• Meter accuracy differences
• Timing differences between utility reads and meter reporting
• Unmetered water usage (irrigation, common areas, etc.)

In most cases, totals should be within 5–10% of the utility bill, but can be as high as 20%.

What If a Unit Isn’t Submetered?

If a unit or area is not submetered, its water usage is not directly measured.

In this case:

• Use the Utility Effective billing method
• This helps account for unmetered usage when distributing costs

For best accuracy, consider installing meters on all water lines over time.

How Do I Credit a Tenant?

If a tenant needs a billing adjustment:

• Option 1: Add a negative Unit Flat fee on the next bill
• Option 2: Adjust the charge manually in your property management system

Always keep a record of any adjustments for your records.

Why Is One Tenant’s Bill Higher Than Others?

Differences in tenant bills are usually due to differences in water usage.

Common reasons include:

• Higher household usage (more occupants, laundry, etc.)
• Continuous or small leaks (toilets, faucets)
• Longer billing periods for a specific unit

If the difference seems unusual, review the usage data for that unit and check for potential leaks or abnormal patterns.

What If Usage Is Zero or Unusually High?

Zero Usage

If a unit shows zero usage, it may indicate:

• The meter has not reported data yet
• The unit was vacant during the billing period
• A possible installation or connectivity issue

Unusually High Usage

If usage is unexpectedly high, it may be caused by:

• A leak (toilet, irrigation, etc.)
• High water use during that period
• Incorrect billing dates or unit selection

Next Steps:

• Review the unit’s daily usage graph
• Confirm the billing period and meter assignment
• Reach out to Support if the issue persists