Laurel Park Water Meter Upgrade

Milestone timeline:

System Merger Approved
Hendersonville Purchases Laurel Park Water System
Completed: Mar 5, 2021
Spring 2021
Project Planning
Completed: May 31, 2021
Summer 2021
Creation of Work Order Management Dashboard, Materials Expected Arrival, Test Location Installs
Completed: Jul 22, 2021
August 2021
Installation Delayed Due to Material Shipment Delays
Completed: Aug 9, 2021
September 2021
Smart Meter Installation Begins
Completed: Sep 28, 2021
October 2021
Completion
Completed: Oct 18, 2021
October 2021
Aquahawk Available to Laurel Park Customers
Completed: Oct 25, 2021

The City of Hendersonville and the Town of Laurel Park approved a water system merger in the Spring of 2021 to enhance the entire utility system and metering infrastructure. Water customers on the City of Hendersonville system have enjoyed the many benefits of automated metering technology for years. Now, customers on the Laurel Park system will be upgraded to new automated meters and provided with the same benefits. 

Laurel Park meters will be replaced and connected to an automated and near real-time reading network, referred to as Advanced Metering Infrastructure (AMI). Hendersonville Water & Sewer with assistance by the contractor USA (Utility Services Associates) will be installing the new water meters beginning late September / early October 2021. MeterSYS, a Raleigh-based advanced metering consulting firm specializing in advanced metering technologies, will be responsible for the overall management of the project along with City employees and USA. 

Frequently Asked Questions

Why is Hendersonville Water & Sewer upgrading my water meter? 

The entire Hendersonville water system, with the exception of Laurel Park, already uses Advanced Metering Infrastructure (AMI) technology. One of the benefits of the Hendersonville/Laurel Park water system merger includes the upgrading of water meters. Following the project’s completion, Laurel Park customers will have the ability to view accurate and detailed water usage online and sign up for proactive leak identification alerts through the City’s Aquahawk leak alert service 

map of laurel parkWhat is the area being supplied with new meters? 

Approximately 850 Laurel Park meters will be upgraded during the project.  

When will the installations begin?

Installations are expected to begin in late September / early October.

What is the difference between the current and new meter reading process? 

The enhancement of the existing Laurel Park equipment will provide 720 reads per month, rather than one monthly read. AMI technology allows Hendersonville Water & Sewer to automate the meter reading process (consistent with the rest of the system), provide improved customer service through data access, reduce leaks to promote resource conservation, and improve utility operational efficiencies by capturing near real-time meter reading data. 

How does AMI work? 

The Advanced Metering Infrastructure (AMI) system is made up of several advanced or more commonly referred to as “smart” components that communicate using wireless and radio frequency technology. AMI uses a network to transfer customer usage data allowing electronic reading and eliminating the need for monthly visual inspection.  

Is the AMI system technology safe and secure? 

The upgraded meters use wireless radio frequencies to send and receive information to and from the Hendersonville Water & Sewer Utility and Billing Staff. The meters and communication system are regulated to meet all Federal Communications Commission (FCC) safety standards. There is no personal identifying information transmitted by the meter. Utility staff access to the system is password protected and encrypted.  

Do I have to pay for my new meter? 

Hendersonville Water & Sewer pays for the costs of the meters and their installation. The City has prepared for the cost of this project as part of the planning involved in merging the Laurel Park system with the rest of the utility.  

Will my water bill increase? 

The new meters are highly accurate and will measure customer usage on hourly intervals as compared to once every month. Your upgraded meter measures the amount of water used during the billing period by measuring how much water passes through the meter, which is the same measurement process as your old water meter. New meters may register lower flows that your older meter might not have been able to capture, which means that although your bill may increase slightly, your meter is now accurately recording your water consumption.  

As a result of the system merger, Laurel Park customers already receive a cost savings due to lower Hendersonville water system rates. 

The benefits of improved and more accurate usage information to the utility and customers will reduce wasted water through the system’s capability to send alerts and notifications such as stopped meter, customer leak detection, and utility distribution system leak detection.   

Does the City of Hendersonville offer rebates?

The City offers a rebate for customer-side shutoff valve installations. Details and a rebate application are posted on the rebate webpage. The City does not offer rebates for PRV (pressure-reducing valve) installations.

How long will I be without water during installation? 

While replacement times will vary, replacing a meter should take no longer than 15 minutes for residential meters, during which the water will be shut-off for a portion of that time. Some minimal flushing may be necessary following installation. The City’s contractor, USA (Utility Services Associates) will be installing the new water meters. The installation crew will make every effort to keep the interruption to your service to a minimum. After the new meter has been installed, customers will receive a door hanger detailing the work performed and additional contact information.   

Here are a few ways you can help prepare for the installation of your new meter:  

  • Inform family or tenants of the installation timeline. 
  • Make sure cars are not parked on or near the meter lid. 
  • Clear any obstructions from around the water meter, including trimming plants or bushes. 
  • Secure pets away from the water meter. 

Could I have a leak that is causing extra water usage? 

If you have an unexplained spike in your water usage or show continuous water flow, it may be an indication of a leak. You can contact Customer Service with account-specific questions, and they can help identify leaks based on your consumption profile. 

How do I sign up for Aquahawk Leak Alerts? 

After all the meters are replaced and accounts are updated, Laurel Park customers will be invited to sign up for Aquahawk Leak Alerts. Laurel Park customers should NOT sign up before the completion of the project. The City of Hendersonville will provide instructions once this service is available after the meter replacement project is complete.  

Have all the new meters been tested for accuracy? 

Yes, all upgraded meters have been tested and guaranteed accurate by the manufacturer, Sensus, in compliance with American Water Works Association (AWWA) accuracy standards. 

Who is doing the work for the project? 

The City’s contractor, USA (Utility Services Associates) will be installing the new water meters. USA personnel will knock on customers’ doors to inform them of the meter change out. Customers do not have to be home for the replacement to occur. Once the change out is complete, customers will receive a door hanger detailing the work performed and additional contact information. USA personnel can be identified by their company badges, USA shirts and vests, and the USA decal on their trucks. USA personnel working on the project will carry proper identification and have successfully completed a background check. Field personnel will not need to enter a residence.   

The project is being managed for Hendersonville Water & Sewer by MeterSYS, a Raleigh-based advanced metering consulting firm, specializing in advanced metering technologies. 

 

Meter Replacement Questions

Customers can contact Hendersonville Water & Sewer at (828) 697-3073 with questions or concerns regarding their meter replacement. 

Billing Questions

Billing related questions should be directed to Customer Service at (828) 697-3052. 

Documents

Laurel Park Customer Letter
Laurel Park Customer Letter
Laurel Park Meter Project FAQ
Laurel Park Water Meter FAQ
Map of project area
Sensus Water Meter
Door Hanger
Water Meter Graphic
Crew members conducting install