In response to mounting concerns over high water bills and billing inconsistencies, the City of Houston Administration and Houston Public Works conducted a 90-day analysis of the city’s water billing process. After identifying all of the main problems and introducing a strategic plan to rectify this issue, it’s safe to say that a brighter future is finally on the horizon for Houstonians.

Turning the Tides with Houston’s Water Billing Reform Initiative

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DISCOVER

Currently, only about 72% of meters have a functioning RRD, leaving roughly 27% of meters reliant on manual readings, which is a labor-intensive process for water utilities

If you’re a consumer living in H-Town as of late, you’ve probably noticed that high bills have become a pressing concern. There are numerous contributing factors, one of which is the failure of approximately 125,000 remote read devices (RRDs), which are crucial for electronically transmitting water meter readings to billing systems. Supply chain disruptions added to the situation, leading to a backlog in replacing these failed RRDs.

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How We Got Here

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As part of the Water Bill Improvement Plan, a series of measures have been introduced to provide customers with more consistent and transparent billing. One key measure is the implementation of set usage for single-family residential customers, which began on April 1, 2024. This initiative calculates a set usage amount for each customer, which is reflected on their City of Houston utility bill. The set usage is customized for residents and will provide customers with consistent bills. During this set usage period, Houston Public Works will make the necessary improvements to ensure the accuracy of future monthly water usage readings and bills. For a total of 340,000 single-family accounts, set usage will be determined based on specific criteria. Accounts older than a year will have their set usage calculated using average consumption data spanning up to 36 months, excluding droughts, freezes, or potential water leaks on the customer’s property. Accounts less than a year old will be assigned a set usage of 3,000 gallons per month, based on the average consumption of new Houston water accounts. Regardless of actual usage, customers will always be billed whichever is less – their consumption or the set usage amount. Everything will be to the benefit of the customer, allowing them to save or at least not experience any cost increase while the City revamps the water billing system. Single-family residential customers will continue to receive set usage bills until their remote reading device (RRD) is upgraded. Those with functioning RRDs can expect to transition back to actual usage billing as early as August 2024, with a 60-day notice provided before the change takes effect. This measure ensures customers receive fair billing until the problems with the system are fully resolved and will allow customers ample time to financially adjust to actual usage.

Fixing the Problem

With strong commitment from Mayor Whitmire and the City Council, they have repealed Ordinance 47-72, which had previously hindered customer service agents’ ability to address billing concerns effectively. “My Administration understands this overhaul will require additional resources to implement,” said Mayor John Whitmire. “I look forward to making significant progress as we provide lasting improvements for our community.” To resolve current water billing issues, Houston Public Works has launched an ambitious plan to speed up the installation of 125,000 remote read devices (RRDs). Since starting on April 1, 2024, Houston Public Works has also trained staff and contracted support teams to collaborate on this initiative. Significant customer service enhancements are now being implemented to better serve Houston residents, including access to an online public dashboard that provides real-time updates on the RRD installation progress. In addition to enabling customers to check the status of their RRD and the estimated install date, the dashboard also serves as a tracking tool to monitor the progress of Houston Public Works in completing the entire RRD installation initiative. The dashboard includes breakdowns by council district and neighborhood and also features maps and graphs that help residents visualize the information. On top of the public dashboard, both in-person and virtual customer service appointments are now offered to all customers, streamlining the resolution process for any billing-related issues. These face-to-face appointments can be scheduled easily by any customer at any time and greatly contribute to building rapport and trust with Houston Public Works. Going forward, customers are also encouraged to sign up for leak detection features that monitor high water usage and give them timely notifications via mail, phone, email and text, helping to proactively manage their water consumption and prevent unexpected billing surprises.

Moving Forward

By StoryStudio on June 26, 2024

Sponsored by Houston Public Works

The ramifications of the RRD failures and staffing shortages have led to less accurate billing for many customers. Households have found themselves grappling with unexpected financial burdens and a lack of clarity regarding their water usage, topped off by frustrations in the billing process. With public trust in water utility providers eroding, city residents experiencing billing discrepancies are losing faith in any resolution process, especially with customer service reps often coming across as indifferent. However, water is essential for every household, and the need for transparent communication and effective solutions has become higher than ever.

Two primary factors contribute to “sanitary sewer overflows” (SSO). The first is a surge in cooking during the holiday season, and the second is the tendency of grease to solidify swiftly in pipes during colder weather, even a small amount of grease poured down drains can cause significant harm to our wastewater collection system. When grease solidifies and clogs pipes, wastewater can back up into the environment, residences, or businesses, posing severe environmental and health risks.

You and households across Houston play a crucial role in preventing SSOs. #1 Keep harmful items out: When cooking, pour leftover grease into a heat-resistant container, allow it to cool down, then toss it in the trash. In the bathroom, only flush the 3P’s, which are Pee, Poo, and Toilet Paper. Clogs from wipes, rags, and any item other than toilet paper trap grease and cause overflows. This will help reduce the risk of blockages for your household and the entire city. #2 Use a sink strainer: The garbage disposal only grinds up items before passing them into sewer pipes, which allows the remaining fats, oils, and grease to cling to pipe walls. When these items build up in your sink strainer, dispose of them properly in the trash instead. #3 Use a paper towel or scraper: Wipe grease from utensils, plates, and cookware before washing them in the sink or dishwasher. The best method is to use paper towels and/or scrapers, then throw the paper towels away afterward.

3 Simple Ways You Can Help

Customer Service Scheduling

Houston Public Works single-family, residential customers will only benefit from this new plan while much-needed changes are underway. These changes will effectively put a stop to customers receiving unpredictable and inaccurate bills for an essential service while rebuilding trust between residents and the City of Houston.

A Win-Win for Houston Residents

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Public Works Meter Technician adjusting newly installed remote read device.

Public Works Meter Technician verifying the water meter works before remote read device replacement.

Newly installed water meter parts. The old parts can be seen on the concrete next to the meter box.

Public Works Meter Technician making sure newly installed parts are functioning.