Maintenance of water meters is critical to ensure that each customer is billed fairly for the portion of water and sewer service that they use. New water meters and updated water meter reading technology include features that will support these goals and improve customer service and the ability to monitor and control utility resources. In May, 2022, the Town of Arlington began two projects that works toward these goals.

Updates to Water Meter Reading Technology Town-wide
Baystate Winsupply, will be upgrading water meter reading technology town-wide. They will notify customers that their technicians will be working in the area. Baystate technicians will always display identification and will be driving marked vehicles. Most customers will receive an updated/new reading device, which is located on the outside of the property. No appointment or access is needed to complete the 15-minute installation. On the rare occasion the technician is unable to correctly connect the new radio transmitter to the water meter, they will need access to the property to complete the installation. If this occurs the technician will knock on the door to gain access or leave a notice asking the customer to call and schedule an appointment with Baystate Winsupply. 

Water Meter Replacement Program Resumes
Only impacts 1/3 of the Town.
The Town of Arlington is continuing efforts to improve water service by completing its water meter replacement program and updating current reading devices on new meters. To date, the Water Meter Replacement program has replaced approximately two-thirds of meters in Arlington. Through the Town’s contractor, Baystate Winsupply, efforts will resume to complete the replacement of water meters in the rest of the town. These upgrades are mandatory, and no fee will be charged to customers for this service. If you receive a letter to set up an appointment to replace your water meter, please schedule an appointment as soon as you are able as workers will need to enter your home. If mailing efforts are unsuccessful, Baystate technicians will solicit access via door-to-door or telephone call.

Both projects are made possible by American Rescue Plan Act (ARPA) funding.

If you are doing maintenance or construction at your property, please contact the Water and Sewer Dept. at 781-316-3102 to remove any meters and /or radio devices. Do not tamper with or remove them yourself or allow contractors to tamper with these devices.

Questions regarding a recently installed meter: please call Baystate Winsupply at 1-866-983-8080 Monday through Saturday between the hours of 7:00 am and 8:30 pm.

Questions and Answers

Can you explain the reading device upgrade process?
Most customers will receive an updated/new radio transmitter, which is located on the outside of the property. No appointment or inside access is needed to complete the 15-minute installation. On the rare occasion the technician is unable to correctly connect the new reading device to the water meter, they will need inside access to the property to complete the installation. If this occurs the technician will knock on the door to gain inside access or leave a notice asking the customer to call and schedule an appointment with Baystate Winsupply.

Can you explain the meter installation upgrade process?
Some customers will receive a notice for a meter installation and reading device upgrade, this will require inside access to the property. Appointment times are meant to be convenient for the customer and are scheduled through Baystate Winsupply. The entire meter replacement process will take about 30 minutes and includes a water service interruption of 5 to 10 minutes. The technician will complete the installation, test the new meter by running a faucet, and clean up the work area and restore it to the original condition. Before leaving the site, the property owner will be provided information on the status of the visit. (Installation complete, unable to acquire access, or unable to perform service, with an explanation). You may view the components of the installation.

Do I need to do anything to prepare for the installation?
- Always keep meter and reading device areas unobstructed.
- Someone over the age of 18 must be at the property to allow the installers inside access to the existing meter. Generally, the installer will locate your water meter, remove the old meter, install the new meter, clean up the area, and reprogram the radio transmitter on the outside of the premise.
- To help keep everyone safe, dogs and any other domestic pets will need to be secured during installation.

How will I be informed when the installation is taking place at my home or business?
- A written notification to schedule an appointment will be sent by mail prior to installers working in the area. The notification will request you make an appointment through Baystate Winsupply if needed or to notify you Baystate technicians will be in the area completing the upgrade to the reading device.
- In addition to mailed outreach soliciting appointments, installers will door-knock to seek appointments and leave a door hanger requesting an appointment if inside access cannot be acquired.

Will workers need to enter my home or business to install the new meter?
- If you are being upgraded to a new water meter and reading device a Baystate technician will need to enter your home or business
- In the rare occurrence the new meter reader is not communicating with the meter, Baystate will need to gain inside access to successfully connect these two components. You will be notified and asked to schedule an appointment at your convenience.

Who is doing the work?
- Field services (installations) are being performed by Baystate Winsupply. Project administration support is being provided by Weston & Sampson Engineers. Customer service is being provided by Baystate Winsupply at 1-866-983-8080 Monday through Saturday between the hours of 7:00 am and 8:30 pm.
- Baystate Winsupply technicians will carry and display proper photo identification and their vehicles are clearly marked. Technicians entering residences will be fully vaccinated and will be wearing face masks for the duration of the installation.

What about plumbing from the meter to the property?
In rare cases, the technician may find that some plumbing repairs will be required to prior to the meter installation. The customer is responsible for the water service on their property. If defective plumbing or deteriorated pipes prevent meter replacement, the customer will be required to hire a licensed plumber to make the necessary repairs.

How does water meter replacement and reading device upgrades benefit customers?
- Meter replacement is an example of the Town of Arlington’s commitment to responsible water system maintenance and fair/equitable billing for customer water use.
- Meter replacement will allow for improved customer service by access to accurate interval data. Accurate interval data empowers the Town’s customer service to better serve you and answer your questions regarding water usage and billing.
- Meter replacement will allow for improved water resources monitoring and control. It will provide administrators the ability to monitor usage and prosecute theft, assess use for planning and system modeling, and build conservation and loss-reduction programming.
- The new system will save time by Town staff administering regular meter reading and supporting close-out readings with property transfers.
- The system will enable a web portal (to be enabled after completion of installation work) which will grant customers access to their use data, configurable high use and leak alarms, and tips for water conservation.

What will this cost? Does this mean my bill will be increasing?
- There is NO FEE for meter replacement
- Your bill will not necessarily increase. In some cases, your bill may increase, due to your current meter underreporting usage.

Do I need to maintain the new meter?
- No. Town of Arlington will continue to handle all ongoing maintenance of the equipment. Do not tamper with the devices. Do not bang on them or attempt to adjust. Teach children to never touch or play near utility equipment including the meters and radio transmitters.
- If you think something is wrong with the equipment, please call the Water & Sewer Division at (781)-316-3102.

Isn’t my water meter on the outside of the home?
- No, water meters are located within the homes to prevent freezing in the winter months.
- The reading device is located on the outside of your home and is connected to the meter inside your home by a wire. View the different components and where they are located.

Do I have to participate in the program?
- This is a mandatory meter replacement program. Town of Arlington requires that all utility customers participate in the program.

What happens with the current meters and equipment?
- The existing meters being replaced during the project will be recycled.
- The meters and reading devices will remain the property of Town of Arlington, and they will continue to perform the required maintenance on these units.