The announcement came on November 17th from Chief Executive Officer Zilta George-Leslie, who addressed the media on the company’s latest reforms and technological upgrades.
George-Leslie said the new unit will focus on identifying and reducing both physical losses, including leaks, overflows, and burst pipelines, and apparent losses, such as illegal connections, unmetered consumption, and inaccurate billing.
“We have losses that include both physical and apparent losses,” she explained. “These two combined make up our non-revenue water, and this unit will help us reduce them significantly.”
The Non-Revenue Water Unit will integrate key systems such as SCADA, GIS, and an expanded leak detection program, giving WASCO the capacity to detect and respond to leaks more quickly across all pipeline sizes, from half-inch residential lines up to 20-inch mains.
WASCO already uses leak detection tools on major pipelines, but George-Leslie said the company will soon extend leak detection services to the general public, allowing households to access support in identifying hidden leaks on their properties.
The upgraded capabilities, she said, will improve billing accuracy, speed up reporting and repair timelines, and strengthen the company’s response to water losses.
The CEO highlighted that public participation will be essential. WASCO will introduce a new reporting platform enabling customers to submit leak locations directly using pin-drop features, making it easier for teams to respond in real time.
“We are going to need public support,” she emphasized. “You’ll be able to drop your location, and we will respond faster and more efficiently.”
George-Leslie also unveiled WASCO’s newest customer service upgrade; a 24-hour bill balance inquiry hotline, accessible at 457-3998.
Customers can now dial the number at any time to retrieve their account balance, no internet, website access, or smartphone required.
“You simply pick up your phone and dial 457-3998,” she said. “Your balance will be given to you through the prompts on the system.”
WASCO expects the feature to reduce frustration among customers who have difficulty accessing digital services.
George-Leslie acknowledged that while unplanned maintenance this year generated public frustration, planned works were executed smoothly and on schedule.
“For 2025, we can safely say we have accomplished a lot,” she stated. “All areas, both north and south, are now stable following our recent planned maintenance.”
WASCO says its upcoming projects, combined with the launch of the Non-Revenue Water Unit and the expanded customer service tools, mark a significant step forward in improving water management and strengthening public engagement.