Water Leak Information

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Depending on its location, a water leak can fall under the responsibility of a property owner/homeowner, or the City of Hillsboro Water Department.

Leaks in the water supply line (lateral) – located between the water meter and the residence – are the responsibility of the property owner/homeowner.
Leaks from the water meter leading from the water main located in the street to the meter are the responsibility of Hillsboro Water.

Leaks

How to Use Your Meter to Test for Leaks

The water meter can help you determine if you have a leak. Conducting a meter flow check is easy to do.

Step 1: Stop Using Water

Turn off all known running water inside and outside your home.

Step 2: Check the Meter

Open your water meter box and observe the meter.

Picture of a meter box

Watch the readout on the water meter.

Picture of Automatic Read Meter

It alternates between "Read" (Total Cubic Feet Consumed) and "Rate" (Amount of water flowing through meter right now).
There should always be a "Read," but if everything inside and outside is turned off, then "Rate" (of flow) should read "0,000" if you don't have a leak.
If there is a number other than zero, you have a leak.

Step 3: Locate the Main Shut-Off Valve to the Home

Common locations for a shut-off valve are:

In the garage where the water line enters the wall or ceiling, near the water heater or laundry hookup.
In the crawl space, where the water enters the home.
Outside near the foundation.
If you are unable to locate your shut-off valve, one may not have been installed. If this is the case, you will need to have the water shut off at the meter. Please contact our Operations division to help with this.

Shut off the flow of water into your residence by moving the shut-off valve to the "off" position.

Step 4: Test the Valve

Turn on a faucet inside the house to test your shut-off valve.

Water in the line may still flow, if it continues after several, the shut-off valve is not working. Stop here: you will be unable to determine if the leak is indoors or outdoors.
If no water flows from the faucet, the shut-off valve is working. Return to the meter.

Customers can request a leak check from Hillsboro Water by calling 503-615-6700 or by email.

While Hillsboro Water can diagnose a leak, we don’t provide leak location services. If the leak is determined to be the customer’s responsibility, a professional plumber should perform all repair work. This repair should not be attempted by a homeowner. Always call 8-1-1 before you dig.

If you're interested in tracking your water use, detecting small leaks early before they cause problem, and getting real-time information on your household water consumption, install a Smart Water Meter monitoring device. You can receive up to $150 rebate from the Hillsboro Water Department when your purchase and install a new Smart Water Meter.

How to Find a Leak

After determining you have a leak, the next step is to find out if the leak is inside or outside.

Check Your Toilets

The most common leak in a home is a toilet leaking: you hear the sound of running water or a faint hissing or trickling. But many times, water flows through the tank silently, which is why toilet leaks are often overlooked.

Step 1: Check for Toilet Leaks

Lift the toilet tank lid.
Drop dye tablets (reach out to Hillsboro Water for free tablets) or several drops of food coloring into the tank (do not flush).
Wait at least 15 minutes and check the bowl of the toilet. If there is dye in the bowl, the toilet has a leak.

Step 2: Determine Your Toilet Type

Toilet Type 1: Float-Ball-Style

This type of toilet uses a ball filled with air to regulate how much water fills the tank. This type of toilet has been commonly used for decades. The parts of this style of toilet are:

Water inlet shut-off valve
Flapper valve (flapper)
Valve seat
Chain
Overflow tube
Float arm
Float ball
Fill valve
Handle
Float adjustment screw

Toilet Type 2: Vertical Float-Style

This type of toilet uses a vertical float on a pipe to regulate how much water fills the tank. This type of toilet is a newer type of design. The parts of this style of toilet are:

Flapper valve (flapper)
Overflow tube
Fill valve
Vertical float
Water level adjustment spring clip

Step 3: Gather Tools

An adjustable crescent wrench
Replacement flapper valve (flapper)
Hand towel

Step 4: Check the Chain and Handle

If you must jiggle the handle to keep the toilet from running, it may have a misaligned flapper valve, a loose handle, or a chain that's the wrong length.

To fix: Adjust the chain. Make sure the chain is neither too long nor too short. Tighten the nut that holds the toilet handle to the tank. If that doesn't work, you may need to replace the handle.

Step 5: Check the Flapper

The flapper valve may not be sitting properly on the valve seat, or it may need to be replaced. Over time, the flapper's rubber material deteriorates. If you gently rub the flapper and get streaks on your fingers, you should replace it right away.

To fix: Begin by turning the water inlet shutoff valve clockwise to turn the water off. Flush the toilet to drain the tank. Check the valve seat for corrosion and clean it if necessary. Check the flapper valve to make sure it lines up properly with the valve seat. If needed, you can purchase a replacement flapper at a hardware store. Some large grocery stores carry them as well. Take your old flapper with you to make sure you get an identical one. After installing the new flapper valve, open the water inlet shutoff valve and flush to test.

Step 6: Check the Overflow Tube

If the water level in the tank is too high, it may continuously spill into the overflow tube, creating a large leak. If the water level is too low, you may not get an efficient flush. The correct water level is about 1/2–1″ below the top of the overflow tube.

To fix: To adjust the water level, you must adjust the height at which the float shuts off the fill valve. Manufacturers have several variations on fill valve mechanisms, but they all include a method for adjusting the water level. Close inspection should make clear how to adjust your particular fill valve.

Toilet type 1: In float-ball-style toilets, a float hangs at the end of a metal or plastic float arm. Where that arm connects to the fill valve there is usually a screw. Adjusting that screw will change the level at which the water valve shuts off. If there is no screw or it is already at its maximum, you may be able to carefully bend the metal arm into place.

Toilet Type 2: In vertical-float-style toilets, the float is often a collar around the fill valve that rides up and down vertically. The float typically has a spring clip connecting it to a metal rod that connects to the fill valve shutoff. Squeeze the spring clip to slide the float up or down the metal rod.

Replacing an Old Toilet and How to Choose a New Toilet

Often, it costs more to repair a leaking toilet than to replace it with a new one. Federal law requires that all toilets sold today use 1.6 gallons or less per flush. Water-efficient toilets that use 1.28 gallons per flush are widely available, as are dual-flush models.

Today it's easy to find a water saving and high-performance toilet thanks to WaterSense, a national program sponsored by the United States Environmental Protection Agency. Only toilets that are 20 percent more water efficient than standard toilets and pass rigorous independent performance testing receive the WaterSense label. Look to make sure that any toilet you buy has the WaterSense label.

Just as important as a toilet's efficiency and performance is choosing the right size and shape. Luckily, there are some helpful guides out there to help ease your search for a new porcelain throne. When replacing an older toilet, make sure you know which size to look for. There are several factors to consider:

Rough-in is the distance from the flange bolts (the bolts that anchor your toilet to the floor) to the wall behind your toilet. The average rough-in is 12 inches in most homes.
Footprint is the area the bottom of your toilet covers on the floor. If a smaller footprint is chosen, you might have to patch the floor or replace some tiles.
Bowl height is the distance from the floor to the top rim of the bowl, not including the toilet seat. The typical height for American toilets is about 15 inches. However, many people choose to replace their older toilets with ADA or "comfort" models with a height of about 18 inches.

If you purchase a new WaterSense-labeled toilet and recycle your older toilet, apply for the High-Efficiency Toilet Rebate.

For a list of qualified WaterSense models, visit the Environmental Protection Agency's WaterSense page.

Fix a Faucet Leak

Leaks not only put stress on the drinking water system, but also send clean water to the wastewater treatment plant. Reduce your impact on the environment and save money and water by repairing some leaks yourself! Follow these easy steps to fix a leaky faucet.

Step 1: Gather Tools

A roll of 1/2″ Teflon tape
A roll of 3/4″ masking tape
Flat head screwdriver
Phillips head screwdriver
Adjustable crescent wrench
Petroleum jelly
Replacement O-rings and/or washers
Hand towel

Step 2: Find the Leak

Watch the leak to see where it's coming from—the handle, the top stem, or the faucet itself. Feel the temperature of the leaking water to see whether the faucet is leaking hot or cold water. You may have to fix one handle unit, not both.

Step 3: Turn Off the Water

Shut off the water supply valves under the sink. If you cannot locate them or if they will not shut off, shut off the master supply to the house. Turn on both faucet handles to let the water drain.

Step 4: Gather Materials and Prepare the Workspace

Make sure you protect any shiny parts of your faucet by wrapping them with a couple of layers of masking tape. This will keep them from getting scratched by your wrench. Place a towel in the sink to cover the drain. This will prevent any small parts from falling down the drain.

Step 5: Remove the Faucet Handle

If there is a decorative plastic button on top of the handle, slip the blade of your flathead screwdriver under the edge and twist the screwdriver gently. The button should pop off. Unscrew the top screw and pull or pry off the faucet handle. It may stick due to rust. Take it off as gently as possible. Note: Never bang the handle; the inner workings might break.

Step 6: Remove the Stem

Beneath the faucet handle is the top stem. Fit your wrench to the large six-sided packing nut and loosen it. It may unscrew in either direction, so try turning it the opposite way if it does not loosen on your first try. Once the packing nut is loose, unscrew it with your fingers until you can lift the whole stem out of the faucet handle.

Step 7: Repair the Leak

Handle leak: Cover the threads beneath the packing nut with Teflon tape and tighten it gently. Never overtighten this nut. If the leak persists, remove the nut entirely and replace the nylon washer underneath. Reassemble the faucet.

Stem leak: Unscrew the stem from the six-sided packing nut to expose the plastic O-ring. Pinch the O-ring on the stem to get a finger hold, and then pull it off. Replace with an O-ring the exact same size that has been lubricated with a little petroleum jelly. Reassemble the faucet.

Faucet leak: On the bottom of the stem, the bottom screw holds a rubber washer in place. Unscrew it, put a new washer of the same size in place, and then replace the screw. Reassemble the faucet.

Other problems: While some faucet repairs are easy, others are more complicated. Know your limitations—call a plumber if you have any concerns about how to make a repair. The Water Department is not responsible for any damage to your home or faucet because of faulty repairs.

Step 8: Reassemble the Faucet

Rub a little petroleum jelly on the threads of the bottom stem. Screw the stem back into place, tightening it with your wrench. Put the handle back on.

Step 8: Test Your Work

After reassembling the faucet, turn the water back on. Watch your faucet for leaks.

Underground Leaks

Leaks in underground pipes can be caused by many different factors, including corrosion, root intrusion, loss of glue adhesion, or structural collapse. Freezing, shifting soil and even rodents can also cause underground piping leaks. All piping materials, including copper, steel, iron, PVC, and CPVC have a finite lifespan and will eventually leak.

Signs you might have an underground leak include:

Unexplained increase in water use
A notable drop in water pressure or flow volume
A sudden problem with rust, dirt, or air in the water supply
Unusually wet spots in landscaped areas or water pooling on the ground surface
An area that is green, moldy, soft, or mossy surrounded by drier conditions
An irrigation system that is failing to keep areas green
Cracked/lifted concrete or paved areas or the appearance of sinkholes
Uneven floor grade or leaning structure

If any of these conditions exist at your facility or home, you may have a leak. If you suspect you have a leak, you may want to hire a professional leak detection company to pinpoint its exact location and a contractor to perform the repairs. Leaks that are repaired in a timely manner make you eligible for an adjustment to your utility bill.

Making Repairs

The property owner is responsible for water pipes from the meter to the house.

Request a bill adjustment: Fix a leak? Let us know. You may be able to have your water bill lowered.

Leak Adjustment Program

To provide financial relief to residential customers who experience sizeable water leaks, the City of Hillsboro will consider granting an adjustment to the customer’s water use portion of the utility bill if the customer:

Has established a water use history at the residence for at least one year
Can demonstrate the leak was repaired within 30-days of discovery
Utility billing account is current (unless prior arrangements have been made), and the utility bill must continue to be paid for all charges other than the water use (consumption) portion
Has not received a leak adjustment within the past 18 months (from credit issue date)
Completes and submits a Credit for Leak Adjustment form, along with proof of the repair, within 60 days of making the repair
Can demonstrate the leak did not result from a willful or negligent act on the part of the customer/property owner

Once the leak is repaired and form submitted, staff will verify repair at meter.

Learn more about the City's Leak Adjustment Program:

By Phone: 503-681-6163
Email
In Person: 150 East Main Street, First Floor, Hillsboro, OR 97123

Smart Water Leak Detection

To help monitor for household water leaks and identify how, where, and when water is being used, customers can purchase and install a smart water leak detector.

The detector attaches to the customer’s water meter, connects to WiFi, listens for water flowing into your home and household appliances, and provides access to real time reports from an app, including notifications when you may have a leak.

The Hillsboro Water Department supports smart water leak detectors for home use.

Customers will be responsible for any damages made to the meter when using a smart water leak detector. While the detector may register a different usage amount than the water meter, customers will be responsible for water usage billed by the City of Hillsboro.

Resources

Outdoor Leak Information

Frequently Asked Questions:

At what point does the waterline become the homeowner's responsibility?
The homeowner is responsible for the water service line that extends from the water meter to the residence. The City of Hillsboro Water Department is responsible for maintaining water mains and meters.
Is a leak the responsibility of the homeowner or the Hillsboro Water Department?
Depending on the location, a leak can fall under the responsibility of a property owner/homeowner, or the Hillsboro Water Department.
- Leaks in the water supply line (lateral) – located between the water meter and the residence — are the responsibility of the property owner/homeowner.
- Leaks from the water meter leading from the water main located in the street to the meter are the responsibility of the Hillsboro Water Department.
Can the Hillsboro Water Department fix a leak on the homeowner's side of the meter?
No. The Hillsboro Water Department is licensed by the state to work only on the public water system. Plumbers are licensed to work on the homeowner’s side of the meter, which is considered private.
How do I locate a waterline from the water meter to my house?
The Hillsboro Water Department does not perform locates on private property. Private utility locators can assist customers with marking or locating their waterline.
How can I use the water meter to find a leak?
Finding and fixing leaks will help save water and money. The water meter can help you determine if you have a leak.
1. Turn off all known running water inside and outside your home.
2. Open your water meter box and observe the meter.
3. Watch the readout on the water meter.
Property owners or homeowners can also email the Hillsboro Water Department or call 503-615-6700 to request a leak check.

Staff will assess the situation. If the leak is determined to be the responsibility of the property owner or homeowner, a professional plumber should perform all repair work. This repair should not be attempted by a homeowner.
How can I determine if the leak is inside or outside the home?
After you have determined that you have a leak, the next step is to determine if the leak is inside or outside of your house.
1. Locate your shut-off valve, which can be located in the following places:
2. Move the shut-off valve to the "off" position. This shuts off the flow of water into your residence.
3. Go back out and check the meter.
4. If the flow readout still has a number besides "0,000," the leak is somewhere outside in the service line.
5. If shutting off flow to the house turns the flow readout to "0,000" then the leak is inside the house. The most common leak in a house is at the toilet, so start there first.
If you are unable to locate the leak, you may need to call a plumber.
Is financial relief available to customers who experience sizeable water leaks?
Yes. The City recognizes leaks in water service lines, plumbing, and water‐related equipment occur, despite proper maintenance and diligence on the part of the property owner/homeowner.

In order to provide financial relief to single-family residential property owners/homeowners who experience sizeable water leaks, the City will consider granting an adjustment to the customer’s water use portion of the utility bill under the following circumstances:
- The property owner/homeowner must have established a water use history at the residence for at least one year, before qualifying for leak adjustment consideration.
- The leak did not result from a willful or negligent act on the part of the customer/property owner.
- Once the leak is repaired, and form submitted, staff will verify repair at meter.
- The property owner/homeowner can demonstrate the leak was repaired within 30 days of discovery.
- The property owner/homeowner’s account is current, unless prior arrangements have been made, and the utility bill must continue to be paid for all charges other than the water use (consumption) portion, in order to avoid late charges and/or shut‐off.
- The property owner/homeowner has not received a leak adjustment within the past 18 months (from credit issue date).
- The property owner/homeowner completes and submits a Credit for Leak Adjustment Request form, along with proof of the repair, within 60 days of making the repair.
Call 503-681-6163 or email the Water Department to learn more about the City’s Leak Adjustment Assistance Program.
Who do I contact to shut off water to install/modify our plumbing?
Major water leaks or plumbing repairs may require shutting off the water at your property. Contact the Hillsboro Water Department at 503-615-6700 during business hours and 503-615-6775 after hours (pager) to request a water service shut off at the meter.

As a reminder, customers are not authorized to tamper with the water meter, and will be held responsible and charged for a repair if the shut off and/or meter is damaged.