Business ProfileforPaulding County Water Department

On February 12th, an employee from the Paulding County water company knocked on my door to alert me to abnormal activity on my water meter. There ended up being a massive leak due to a broken pipe 3 feet underground. We had no idea of the leak until the employee notified us. This was because: 1. The line was buried 3 feet down. 2. It was next to a large drain 3. We had days of rain. I asked the water company employee to please turn off our water immediately. I immediately contacted a plumber who came out the same day to fix the pipe. After getting the pipe fixed, I filed a claim with both my insurance company and the water company's insurance company. The water company's insurance company paid $2500 toward my $3,298.88 water bill (please be aware that our bill typically averages no more than $50 a month). Because of when we were notified by the water company, the leak affected two billing cycles. Therefore, even with the $2500 the water company's insurance paid toward our bill, we currently owe the water company: $1,654.36. When I asked the customer service supervisor for the standard operating procedures (SOPs) in writing for the process of reading a meter, flagging it in the system as abnormal, and notifying the customer, she responded, "What is an SOP?" When I explained what an SOP is, she said they didn't exist. I am seeking your help as this was a lack of efficiency and protocol on the side of the water company that could have easily been prevented. Had they had a system in place through which we were notified sooner, we would have had our pipe fixed sooner, thus leading to a much smaller bill.