City of Newton Water Meter Replacement Project

Please Click here for a dashboard and map of the Water Meter Replacement Project Progress.

The City of Newton is installing a new water meter and a new reading device/transmitter at every customer’s home or business. 

Why is the City undergoing this project? 
The Massachusetts Department of Environmental Protection recommends replacing water meters every 10 years due to product lifespans, which is right in line with our replacement project. In addition, meter reading devices/transmitters are failing, resulting in estimated bills and the need for resident and businesses to read their own meters. While the transponders are not automatically sending readings, thankfully the water meters themselves are still working properly and accurately measuring water usage.

When are replacements taking place? 
Installations will commence Spring 2023 and continue into Fall 2025. The installations are taking place in phases, with each phase representing a different area of the City. The goal is to replace up to 500 meters and transponders per week. Every customer will receive a letter on City letterhead with information on how to schedule an appointment for the installation when their area is being addressed.

Installations are mandatory, and there is no charge to customers for a standard installation.

How does the project benefit me? 
The new meters and transponders will ensure that the City is receiving timely reads for the actual water used at your home or business. The new meter reading system also includes a customer portal, allowing everyone to monitor their water usage in real time. The City and our customers will be able to identify leaks easily and quickly in a customer’s plumbing. This helps conserve water and prevents high water bills. 

Who is performing the installations? 
The City is working with an installation contractor, Baystate Winsupply. All Baystate Winsupply employees will have a photo ID badge and drive clearly marked vehicles.

How do I schedule an appointment? 
Upon receipt of the letter, you may schedule an appointment with Baystate Winsupply through their website or toll-free phone number. (Please do not contact the City to schedule your appointment.) The letter you receive contains a work order number unique to each customer, so please wait to receive a letter before scheduling an appointment. If no response is received from you after several attempted mailing efforts, Baystate technicians will request access by going doorto-door or via telephone call.

Should I do anything to prepare for the installation appointment? 
Please ensure that:

• The area around the water meter (minimum 5-foot radius) is accessible to the installer,
• Someone over the age of 18 will be at the property during the scheduled appointment time to allow installers inside to access the meter, and
• Dogs and other pets are secured throughout the installation process.

What can I expect during the installation appointment? 
Standard installations will take approximately 30 minutes to complete. Water service will be temporarily shut off to perform the installations. The installation technician will need access to your existing water meter (typically located in the basement) and your existing reading device/transmitter (typically located on the outside of homes/buildings). The technician will replace the meter and reading device/transmitter and run new wiring to connect them. After completing the replacement, the technician will test the new meter and reading device/transmitter. The technician will also be utilizing a tablet/electronic device to collect photographs and all data, such as meter serial numbers, old meter reading, water service size and material, etc. 

How do I sign up for the customer portal? 
During the installation appointment, the technician will ask if you would like to sign up and record your email address.

Instructions on signing up for customer portal - Click here

Will I have to maintain the new water meter? 
The meter must be kept from freezing. The meter and reading device/transmitter are the property of the City of Newton and should not be tampered with.

What will happen to my old meter? 
All existing meters and reading devices/transmitters will be removed from your property as part of the installation process and recycled. The technician will take a photograph of all data and the serial numbers of the old meter and transponder.

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Dear Property Owner,

We have good news: the City of Newton is beginning a Water Meter Replacement Program.

This very important project includes the installation of new water meters, new transponders (sometimes called the meter transmission unit (MTU)) and a new data collection system.

This will begin the process of eliminating the estimated water and sewer bills that many Newton property owners have been receiving due to the issues with the meter transponders. Newton’s Utility Department has already begun replacing some meter transmission units (MTU) with new ones, resulting in actual water consumption reads being sent to our Billing Division.

Estimated Reads Calculation Explanation

As a result of the Water Meter Replacement project and new transponders being installed, we anticipate some properties that have received multiple water/sewer bills with estimated reads will receive a catch-up bill. (In other words, the actual read when the new transponder is installed may be higher (or sometimes lower) than the estimated reads.)

Please know that the  water meters have been accurately reading water usage throughout your estimated read period; the transponders just have not been automatically transmitting the information to our Billing Division.

If you have received an estimated bill, the city will perform a daily analysis of the water consumption to ensure that any catchup bill accurately reflects the appropriate rate tiers for water through the estimated read period. (The City of Newton charges different rates based on the amount of water used; these are called rate tiers.)

Once your new meter and MTU are installed, your next water/sewer bill will be based on the actual meter read.

If the actual meter read is higher (or lower) than the estimates, the Water/Sewer Billing Division will run a daily analysis of all water/sewer bills for the period that you received estimated bills to ensure that a catchup bill correctly accounts for the rate tier and the price of the water at the time of consumption.

12-Month Payment Plan

If you have a catchup bill because the actual read is higher than the estimates, the City is offering customers two payment options.

One agreement /payment option spreads the balance owed equally over 12 months.  The other payment option would allow for minimal monthly payments for 11 months with a final balloon payment in month 12.

Both payment options do not charge interest for that twelve-month period.

Customers can request either option via email at waterbilling@newtonma.gov or in person at the Water Billing Department located in Newton City Hall at 1000 Commonwealth Avenue, Newton.

If your actual read is LOWER than the estimates,  the City immediately process a refund.

Customer Portal

One of the benefits of the new water meter system is the addition of a customer portal, which allows all customers to monitor their water usage in real time and set alerts for increased usage. Customers that set alerts in the portal and the City will be able to identify leaks and excessive water usage.

During the appointment when a new water meter is installed, the meter installation technician will ask property owners if they would like to sign up for the portal and will record the associated e-mail address. If you opt not to sign up for the customer portal during the installation of the meter, the City will publicize other options on how to sign up for the customer portal at another time.

Thank you for your patience and understanding during your water meter upgrade.