At Provo Water Company, customer engagement is at the heart of its water conservation efforts. A sustainable future depends not only on strong infrastructure and innovative technology but also on empowering customers to play an active role in managing their water use.
Provo Water is committed to supporting customers with the tools, knowledge and timely information needed to use water responsibly. From practical tips on water-saving habits to a user-friendly web portal and courteous leak alerts, every step is designed to help customers stay informed and take control of their water usage.
Why Leak Notifications Matter
One of the most valuable resources in the conservation toolkit is the leak notification system—a service that many customers have come to rely on, especially if they’ve recently received one.
In 2017, Provo Water upgraded its infrastructure to Advanced Metering Infrastructure (AMI), commonly known as smart meters. This system provides both the utility and its customers with up-to-date data on water usage, making it easier to detect issues early and conserve water more effectively.
AMI supports customers in the following ways:
- Detects high or continuous water usage
- Provides insights into daily water consumption
- Allows customers to compare current and past usage trends
- Enables proactive water-saving decisions
What Are Leak Notifications?
Leak notifications are automated alerts triggered when abnormal water usage is detected—such as high flow or continuous flow patterns that could suggest a leak or other issue. These alerts help prevent unnecessary water waste, reduce bills and protect homes from potential water damage.
Leak notifications benefit customers by:
- Timely Detection – Identifying issues before they cause significant water loss.
- Cost Savings – Avoiding increased charges due to wasted water.
- Water Conservation – Preserving water resources for the island’s future.
- Damage Control – Addressing leaks early prevents costly repairs.
- Stronger Engagement – Building trust between Provo Water and its customers.
Types of Notifications
1. High Flow Notification
This alert is triggered when a customer’s water meter records unusually high usage—over 180 gallons per hour for a 5/8” meter or over 360 gallons per hour for a 1” to 2” meter. Notifications are sent as long as usage exceeds these thresholds.
Common causes:
- Filling a swimming pool
- Lawn or garden irrigation
- Running toilets
- High occupancy or unexpected water leaks
Please note: On occasion, gaps in the communication signal may trigger alerts in error. Customers are encouraged to log into the web portal to confirm their usage data.
2. Leak / Continuous Flow Notification
This alert is sent when continuous water usage of at least one gallon per hour is detected every hour over a period of seven consecutive days. This often indicates a leak or plumbing malfunction. Customers may receive multiple notifications each week until the issue is resolved.
Leak Detection in Action
Smart meters monitor hourly water usage and analyze data for abnormalities. If consistent or sudden spikes are observed, an alert is generated and sent to the customer with details such as:
- Address and meter number
- Timeframe of abnormal usage
- Recommended next steps
- Contact information for further support
Upon receiving an alert, it is the customer’s responsibility to investigate and resolve the issue—whether that means locating a dripping faucet, replacing a leaky toilet valve or hiring a plumber. Leak alerts will continue to be sent until the problem is fixed.
Customer Responsibility & Support
Provo Water cannot guarantee it will detect every leak. Therefore, customers are encouraged to routinely monitor their water usage via the My Account web portal—the most effective tool for tracking usage and identifying irregular patterns.
All customer accounts are automatically registered for leak notifications and enrolled in the My Account portal. For those who have not yet activated their portal account, the Customer Service Team is available to assist.
The My Account Web Portal – Your Conservation Hub
The My Account portal allows customers to:
- View daily and hourly water usage
- Compare monthly usage trends
- Receive and review leak alerts
- Update contact preferences
- Pay bills and manage account information
By staying engaged through the portal, customers can take control of their water use, respond to alerts quickly and be part of the solution to water conservation in the Turks and Caicos Islands.