City-wide Meter Replacement Program is Under Way
The City of Sanford is replacing water meters throughout the city in order to upgrade to digital meters. The new meters will operate with the latest technology currently available to provide more precise consumption data, ensure accurate readings and enable billing through antenna and satellite systems.
Advanced Metering Infrastructure (AMI) is an integrated system of water meters, communications networks, and data management systems that enables the City to provide enhanced customer service for its utility customers. Advanced metering technology will allow the City to read water meters remotely and collect water usage data daily.
The City listens to its customers. We understand that billing has been frustrating, and we’re working to upgrade the system as an investment for our customers. The new system will be more efficient, with more reliable data that will provide a smooth customer experience, with enhanced information available to our customers. It is possible that with more accurate water meter readings this may result in a higher monthly utility bill. The City will be setting up a customer portal that will provide real time access to your water consumption so that you may monitor your usage and potentially lower your consumption and your monthly water bill. You can click on the Water Conservation link on this page for tips on reducing water usage.
Because many of the old meters were not providing correct readings, customers may experience higher bills as new meters begin to measure actual usage more accurately.
A Letter From the Mayor
Commercial Customers
Residential Customers
Frequently Asked Questions
Commercial
Meter replacement will begin in the first Quarter of 2024 with commercial meters.
The new digital meters will provide the highest level of accuracy of your home’s water use, and you will have more access to your data. In the future, the city will launch an online customer portal for you to view, manage and budget your water use. The benefits to the City and its customers include:
- Highly accurate data collection which decreases the possibility of incorrect meter readings.
- Timely information on water usage that allows City staff to provide better customer service.
- The ability to identify potential water leaks, which reduces water waste and unnecessarily higher water bills due to these leaks going undetected for long periods of time.
- Hourly consumption reads delivered at least daily, instead of once every month.
- Quicker and more efficient customer service, including initiating new accounts, closing existing accounts and addressing billing questions.
- Online access to a customer portal so customers can monitor and manage their water usage.
- Utility Management – communication, monitoring
Meter replacement will begin in Quarter 1 2024 with commercial meters.
The City of Sanford hired VEPO Metering as the contractor to replace the meters. You can identify the contractors by the VEPO Metering name and logo on their shirts, vehicles, and badges.
Meter replacement will allow for faster communication with the city about potential leaks. The city will be able to notify you of any water leaks more quickly, which could save money and water for more efficient operations.
The installer, VEPO Metering, will contact each business’ management to schedule an appointment for the installation of the digital water meter to limit the impact of water service disruption. While some business water meters may be outside, many are located inside the building so the installer will need access to the inside of the business. Installation needs will be assessed for each business and reviewed by management prior to the work being completed.
All meter data is still stored and is available in the water system.
Residential
Residential meter replacement is anticipated to begin in spring 2024.
The new digital meters will provide the highest level of accuracy of your home’s water use, and you will have more access to your data. In the future, the city will launch an online customer portal for you to view, manage and budget your water use. The benefits to the City and its customers include:
- Highly accurate data collection which decreases the possibility of incorrect meter readings.
- Timely information on water usage that allows City staff to provide better customer service.
- The ability to identify potential water leaks, which reduces water waste and unnecessarily higher water bills due to these leaks going undetected for long periods of time.
- Hourly consumption reads delivered at least daily, instead of once every month.
- Quicker and more efficient customer service, including initiating new accounts, closing existing accounts and addressing billing questions.
- Online access to a customer portal so customers can monitor and manage their water usage.
- Utility Management – communication, monitoring
Meter replacement will begin in Quarter 1 2024 with commercial meters. Residential meter replacement is anticipated to begin in Spring 2024. Where you are located will determine when the new meter will be installed. Customers will be notified in advance with a door hanger stating that crews are coming to replace meters. In addition, door hangers will notify customers when an installation has been completed.
The City of Sanford hired VEPO Metering as the contractor to replace the meters. You can identify the contractors by the VEPO Metering name and logo on their shirts, vehicles, and badges.
Meter replacements will take place between 8 am and 5 pm, Monday through Friday.
The schedule of notifications includes:
- Two weeks to two days ahead of meter installation: Door hangers placed on front doors of houses that will get meters.
- Day of: VEPO Metering staff will be in your neighborhood with clearly labeled vehicles and uniforms. They will knock on the door before starting the meter exchange and will place an informational door hanger after the installation is complete or indicating they will need to return to complete the meter.
Overall project updates are available on the website.
All meter data is still stored and is available in the water system.
The City of Sanford requests that all customers take the following actions to prepare for meter installation.
- Remove objects and vehicles that may obstruct access to the water meter.
- If the meter is located within a fenced area that contains animals, secure the animals.
- Refrain from using water during installation.
- After installation you may experience temporary air bubbles or discolored water because the water needs to be turned off during the change out process. Please briefly run cold water to clear it up.
On the day of installation, the installer will be on your property to change out the equipment. Since water meters are outdoors, you may not even notice the installers. VEPO Metering installers will remove the existing water meter and install the new digital meter. A typical change out takes approximately 30 minutes. Each installer will have proper identification, as well as a marked vehicle. The installer will knock on the door before each install to alert the customer of the meter being exchanged.
No, the installer does not need to enter your home. All water fixtures need to be in the off position. The meter won’t be installed if the water is on. If someone requests to enter your home, tell them no. Your installer will arrive in a marked vehicle and will have an ID card verifying identity. If someone is insisting, they enter your home, call the police or if it is an emergency, call 911 immediately.
You will receive a door hanger notifying you when the meter has been changed and a new meter has been installed.
If you have a water leak, low water pressure, or other issue after installation, or at any other time, you will contact the installer at: 877-860-VEPO (8376) to report your concern. Please note that because your water will have been turned off temporarily during the meter change out process you may experience air bubbles or discolored water. In most cases briefly running cold water will clear up this situation.
The old meters are not compatible with the new system. This is why all customer homes and businesses need to be upgraded to new equipment. The efficiency of our billing, technology and operations systems depends upon the instantaneous exchange of information. Leaving any existing meters in place would create “holes” in our system which would hurt efficiency and drive-up costs. Customers who would like to discuss opting out should call our office.
There is the potential that water usage was not fully registering on your old meter which could mean there is a more accurate recording of consumption with a new meter. Older meters lose accuracy as they age. All new meters are tested to ensure they meet American Waterworks Association guidelines and specifications for the highest level of accuracy.
If you are concerned with an increase in the registered consumption noted on your bill, contact the City of Sanford at:
Phone: 407-688-5100
or Email: Utilitycustomerservice@sanfordfl.gov.
Customer Service through the app: Sanford Connects app
Project Inquiry Email Address: SanfordMeterUpgrades@zhaintl.com
Project Timeline
Commercial Meters
Residential Meters
