FAQs • Longmeadow, MA • CivicEngage

How does the meter reading system work?: Each radio frequency remote transmits the reading to a portable laptop which will be located in a Public Works vehicle. This vehicle will be able to drive through the entire town and read all the meters in 2 days. The reading information will then be transferred to the Public Works Office for billing. Each remote has a unique identification number that ensures that only your reading is being assigned to your account. Your account will continue to be billed in the manner that it is presently. The meter reading system will improve service to all of our customers by eliminating misreads and allows more efficient monitoring of water consumption throughout the town, which will allow better water rate control and other customer service enhancements.

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Meter Replacement Project

1. What is the AMR Meter Project Program?: This is a mandatory meter upgrade program that will replace existing water meters (inside) and replace remote readers (outside) with a new Automatic Meter Reading system (AMR) allowing the Longmeadow Water Department to obtain readings using radio frequency technology.

2. How does the meter reading system work?: Each radio frequency remote transmits the reading to a portable laptop which will be located in a Public Works vehicle. This vehicle will be able to drive through the entire town and read all the meters in 2 days. The reading information will then be transferred to the Public Works Office for billing. Each remote has a unique identification number that ensures that only your reading is being assigned to your account. Your account will continue to be billed in the manner that it is presently. The meter reading system will improve service to all of our customers by eliminating misreads and allows more efficient monitoring of water consumption throughout the town, which will allow better water rate control and other customer service enhancements.

3. Is there a cost to your customers?: There is no charge to our customers for the meter installation and upgrade. The project had been approved and funded by Town meeting in May 2010. There will be no billing for any individual accounts. The Town of Longmeadow is responsible for the hiring of the installers and purchasing of the meters and remote transmitters. It is the customer’s responsibility to maintain their meter shutoff and plumbing in good condition.

4. Who will be installing the upgrade?: The Town has contracted a professional installer, East National Water LLC to handle the installation. All of the installers will have appropriate photo identification on them at all times. If you would like to confirm that the contractor is working in your neighborhood, please call East National Water at 800-252-8556.

5. How do I schedule an appointment?: You will be receiving a notice in the mail from East National Water with contact and scheduling information on how to make an appointment. They will be working in different sections of Town in different months during the project. We ask that you contact them as soon as you receive your notice to schedule your appointment.

6. When will I expect by meter to be replaced?: The following map will show the estimated time frame for your area. Meter Installation Timeframe Map (PDF)

7. Do I have to be present for the upgrade work?: Since the actual water meters are located inside your home or building, you will need to be present during the installation. We ask that you please maintain access to our water meter.

8. What can I do as a customer to make the installation smoother?: Please keep your installation appointment as scheduled. Someone 18 years or older must be present during the installation and please make sure that our installer has adequate access to the inside meter.

9. What work is involved at my property?: Generally, the meter technician will locate your actual inside meter, and then replace or retrofit the existing meter with a new meter and transmitter or just a transmitter. The technician will obtain an inside and outside reading at the time of installation and supply each customer with a copy of the installation form. It will be noted on the form if there is a difference between the inside and outside readings on the old equipment.

10. How long will the installation upgrade take?: Under normal circumstances, a residential installation will take approximately 30 minutes. The water will be turned off for about 5-10 minutes until the meter is changed out. Dewatering your line may result in some trapped air or slight discoloration in your water supply. This is normal and will clear after running your water for a few minutes. If your water meter only needs to be retrofitted with a new transmitter, this installation will only take 15 minutes and no water will be shut off. Your installer will let you know which installation you will need.

11. How long will a commercial installation take?: A commercial retrofit installation will take 15 minutes. For 2-inch, 3-inch and 4-inch commercial meters that need to be replaced, these installations may take over an hour. The installer will check each commercial job prior to installation and give each customer a better idea of the length of time.

12. Does this mean no more meter readers?: No, you will still see us in your neighborhoods - just not as often. The Longmeadow Water Department will visit your property for routine service, maintenance or repair. We will continue to respond to water emergencies.