Repair or replace your water meter

Find out what to do if your water meter is not working and learn about our water meter replacement program.

On this page:

  1. Report a water meter problem
  2. Watch out for scams
  3. Book a water meter replacement appointment
  4. Water meter service fees
  5. Contact us

Report a water meter problem

The City of Waterloo owns and maintains most water meters, but homeowners are responsible for the pipes and valves on their property.

If your meter is leaking, making noise, not showing a reading or has a disconnected sensor:

We’ll contact you within 2 business days.

City responsibility

The City of Waterloo is responsible for:

  • most water meters
  • all AMI Smart Point radios
  • the water supply pipe on the city side of the property line

Property owner responsibility

Property owners are responsible for:

  • maintaining household control valves and pipes to protect the water meter
  • all pipes and valves on either side of the water meter inside the home or building
  • the water supply pipe from the home to the property line

Do not try to remove or repair the water meter or AMI Smart Point radio yourself. If the meter or radio is damaged or tampered with, replacement fees will be added to your water bill. 

 

Diagram of a house and street showing water and sewer pipes, with labels dividing city responsibility (mains to curb stop) and homeowner responsibility (pipes and plumbing on the property).
City and property owner responsibility for water meters, pipes and valves

Watch out for scams

City staff drive marked vehicles and carry City of Waterloo identification. 

Do not let anyone into your home unless you have a confirmed appointment. If you’re unsure, call 519-886-2310 to verify the person works for the city.

The city currently works with Metercor and KTI Limited on water meter replacements and upgrades.

Water meter replacement program

Residential water meters last about 20 years. Older meters may slow down over time, which means they record less water use.

Water meter replacement is mandatory under the Water Use Bylaw.

You’ll receive a notice in the mail when it’s time to replace your meter. When you get the notice:

Metercor will never come to your home without an appointment.

A Metercor technician will need to enter your home to replace the meter. The visit takes about 30 to 90 minutes, and your water will be shut off temporarily.

The installation is free, but service fees may apply if the technician can’t complete the appointment.

Get your space ready

Before your appointment, make sure:

  • control valves before and after your meter work properly
  • there is at least 60 cm (2 feet) of clear space around the meter and valves
  • someone 18 or older is home during the appointment

Water meters are usually in the basement near the main water valve. If you can’t find yours, check your furnace room, utility room, or near your hot water tank.

Check the technician’s ID

Metercor employees carry photo ID and drive marked vehicles. If you’re unsure, call our Service Centre at 519-886-2310 or Metercor at 1-888-290-3070.

If the work can’t be completed

If access or valve issues prevent the work, the homeowner must fix the problem and rebook with Metercor within 14 days. 

Water meter service fees

Meter repairs and replacements are free, but service fees apply if the technician cannot complete the appointment. 

Water meter service fees
Service Fee

Missed appointment – water meters that are 25 mm or smaller (most residential meters)

 $94.00
Missed appointment – water meters that are 40 mm and larger $211.59

Minimum service call charge – applies when the technician cannot complete the work due to:

  • no one is home at the appointment time
  • no adult (18 or older) is present
  • one or both control valves are not working properly
  • there isn’t at least 60 cm (2 feet) of clear space around the meter and valves
  • the meter is blocked by drywall, a water heater, softener, furnace or other appliance
 $94.00

Security tag replacement – when the wire that seals the meter has been broken

 $79.00

Contact us

If you have questions about water meter repairs or replacements: