Casselberry’s public adjustment instructions use different clocks: the customer-service page gives 45 days after repair, while the online form gives 90 days from the bill date. Those are different starting events, not interchangeable grace periods. Do not choose the larger number and assume the request is timely. Customer-service instructions · Adjustment form
Put each deadline beside its own starting date
LSL’s comparison preserves the distinction:
| Published instruction | Starting date to identify | Where it appears |
|---|---|---|
| Repair request within 45 days | Actual repair date | Customer-service page |
| Request within 90 days with repair proof | Bill date | Online form |
| Unexplained or unintended usage within 30 days | Bill date | Both sources |
The pages alone do not explain how the first two instructions interact. File promptly enough to satisfy both when possible, and ask Utility Customer Service at 407-262-7760, option 2, which applies to the account. The office lists Monday–Thursday, 7 a.m.–6 p.m.; its email is customerservice@casselberry.org. Billing contact
Have the bill and repair record in front of you. A useful question is: “My bill is dated [date], and the repair occurred on [date]. Your page says 45 days after repair and the form says 90 days from the bill. What submission deadline applies to this request?” This is an LSL call prompt, not a City ruling.
Match the attachment to the selected reason
The account holder completes the form. Its choices include pool fill, pool repair, new sod, leak and unexplained use; the required repair-proof attachment accepts examples such as invoices, receipts and pictures. It asks for event dates and a brief description. Application fields
For a repair, connect the attachment to what was repaired and when. For a pool fill, sod installation or unexplained use with no repair, ask what evidence the City wants rather than inventing a repair date. The form’s broad choices and required repair upload do not themselves answer that question.
Keep the submitted version and any account-specific clarification. Supporting photographs or meter readings may help explain an event, but LSL has not established that every item in a self-created evidence file is a City requirement.
Review time does not suspend payment
The form asks applicants to allow 10 business days for processing. It also warns that collection activity, including interruption, can continue. That processing allowance is not an approval promise or payment extension. Processing and acknowledgement
If a payment plan is needed, the customer-service page directs the account holder to speak with a representative. Keep that conversation separate from the adjustment’s merits. Payment-plan route
LSL rechecked both complete pages on September 20, 2026. The timing discrepancy remains visible. We have not obtained the City’s interpretation for an account, calculated a credit or submitted an application.