How Nutter Fort Transformed Its Water System and Strengthened Its Community
Tucked away in the scenic hills of northeastern West Virginia, the small town of Nutter Fort might only have 1,400 residents, but it’s bursting with pride and a deep commitment to its people. The goal for the town’s treasurer, Leslie Cummings, is simple: “My biggest objective…is to give the residents what they need and help them flourish. I want our residents to be happy.”
That sense of responsibility flows through every part of Nutter Fort, including its Public Works Department. They take pride in ensuring the town’s essential services are top-notch, especially when it comes to water. But when the town discovered that 30% of its treated drinking water was leaking out of the system, they knew something had to change—and fast.
ACCOUNTABILITY
“We’re a purchase system,” said Taylor Keith, Director of Public Works for Nutter Fort, which means they have to account for every drop of water that comes through their master meter. “If we don’t [know] where that water is going, the town is absorbing the cost of that water loss.”
Determined to fix this, Taylor and his team began exploring different metering solutions, testing every option they could find. Their quest led them to Master Meter’s advanced metering infrastructure (AMI) system, complete with the cutting-edge Octave and Sonata ultrasonic meters and the Harmony Meter Data Management platform. The cherry on top? The My Water Advisor customer portal put the power of monitoring water use right into the hands of residents.
The accuracy proved to be a game changer. With the ability to measure down to 1/64 of a gallon, the new meters allow the utility to catch even very low flows. “[That’s] very pivotal, especially when it comes to water loss,” said the town’s Code Enforcement Officer Roger Keith.
And it wasn’t just talk—the AMI system revolutionized Nutter Fort’s water management. It gave the town’s staff real-time insights, allowing them to identify and fix leaks before they spiraled out of control. “We’re able to see…when we’re having issues and where we’re having issues,” Roger shared.
TRANSFORMATIONAL CUSTOMER SERVICE
This new system didn’t just benefit the town’s 900 metered customers—it transformed the relationship between the utility and its residents. Before, if a customer had concerns about their water bill, it could take days to investigate. As Leslie explained, “Now we can do it while they’re on the phone [with us].”
But the real magic of this transformation was seen in action. When Nutter Fort upgraded the meter at its elementary school, utility staff discovered a shocking 7.5-gallon-per-minute leak they never knew existed. “That’s over 10,000 gallons a day!” Taylor exclaimed. Fixing that leak saved the school thousands of dollars each month—money that could be better spent on the students, not wasted water.
Leslie also recalled when the new system helped avert disaster for one resident. While they were out of town, the system detected a persistent leak in their home. “We caught it the next morning…and saved them a lot of property damage,” Leslie said. “They were ecstatic that we have something like this.”
EMPOWERING CUSTOMERS
The benefits didn’t stop there. Thanks to the My Water Advisor portal, Nutter Fort’s residents now can track their own water usage. For some, it’s become a useful money-saving tool that has “helped their home budgets by being able to monitor their water usage in their home,” Leslie noted.
Ultimately, this transformation has strengthened the bond between the town and its residents. Taylor put it simply: “The customer-municipality relationship is much [stronger] because now they’re…more involved.” Customers have access to the same data as the utility, and it has made all the difference.
For Nutter Fort, upgrading to AMI wasn’t just about stopping water loss. It was about investing in the community, creating operational efficiencies, and, most importantly, enhancing customer service. “Anytime we can make it easier or [more economical] for our customers…That’s the main goal,” Taylor added, “to make it affordable to stay living in little Nutter Fort.”
This small town may be tucked away in the hills, but its big heart and smart water system are making a massive impact.
