2024 Water meter upgrade program

The City of Welland is initiating a water meter replacement program, scheduled to begin in fall 2024 and conclude by the end of 2025. This initiative aims to replace approximately 10,000 aging small water meters in residential properties across the city. By partnering with Neptune Technology Group, the City is committed to ensuring continued accuracy in water billing and enhancing the efficiency of meter readings.

The customer notification process

Neptune Technology Group will contact you to schedule an appointment. You can expect to receive a notification via mail or phone with information on how to book your appointment. If you are a tenant, contact the building owner when you receive this information. Appointments can be made through Neptune’s booking portal or call centre, and booking hours are Monday to Friday from 8 a.m. to 8 p.m., and Saturday from 9 a.m. to 6 p.m.

Before the installation

Please ensure the area around the existing water meter is clear and accessible, and leave ample room for the technician to work. Your existing shut-off valve should be located where the water service comes into your house.

The installation process

All Neptune employees involved with this project have completed extensive in-class and in-field training programs for meter installation and operation. It is our commitment to ensure customer service and quality assurance.

When the Neptune representative arrives to complete the scheduled work, they will have the Neptune Technology Group logo on their vehicle. In addition, they will present themselves at the door with a photo ID badge identifying them as water meter installers. The badge will have their name, identification number, and bar code. Please ensure that they present their colour ID badge containing this important information before entering.

The water meter replacement will take approximately 60 to 90 minutes, during which time the water supply will be temporarily shut off. Residents are asked to ensure that someone 18 years of age or older is present during the appointment.

Post-replacement billing

After the new water meter is installed, the first water bill may appear slightly different, potentially showing readings from both the old and new meters. Subsequent bills will only display information related to the new meter.

For more information about the water meter replacement program, please visit the Water Meter Upgrade Program webpage or contact us by email at watermeters@welland.ca or by phone at (905) 735-1700 x2181.

This program represents Welland’s commitment to providing efficient and reliable water services to our community. There is no cost to customers for the replacement of the water meters.