September/October 2019 Utility Bill Issues
Update: October 8, 2019
The City has identified a one-time programming error with the communication devices used to transmit water usage data to our billing system. This issue has affected up to 183 customers out of the 2,768 meters currently installed. These communication devices have been re-programmed and the vendor has implemented additional quality control measures to ensure future irregularities will be identified prior to billing.
The attached list of addresses have been identified in the batch of bills potentially impacted. Staff is manually reviewing each of these bills and correcting or adjusting if necessary. If you are included in this list of 183 addresses, you will be contacted via mail with instructions to pay your existing or a revised bill and your payment due date will be extended beyond October 11.
The billing cycle delayed last week has been reviewed and corrected and is in the process of being mailed this week.
If you are not on the following list, but feel your bill is unusually high, there may be other contributing factors. It is typical for summer bills to be higher due to increased outdoor usage. The metro region experienced the third hottest August on record and broke an all-time high temperature record in September. An additional consideration is that old meters frequently under-report usage, while the new meters are more accurate. One of the benefits of installing these new meters is the ability to quantify and identify water usage patterns that could indicate a problem or leak and more promptly notify the customer.
The City truly regrets the confusion and inconvenience this situation has caused and appreciates your understanding. With the new quality control measures in place, we expect the remaining phases of the project to proceed smoothly.
We encourage customers who may still have questions about a bill to access our online form at www.cityoflafayette.com/reportawaterbillissue . This will reduce wait times and help ensure your concerns are documented and investigated as soon as possible.
Update: October 4, 2019
The City is continuing our investigation into the cause of water bill concerns with the assistance of our water meter and utility billing software vendors. We are working to ensure meters are functioning properly, data is being accurately transmitted, and the billing system is correctly processing the data. Our intent is to be as certain as possible that all potential factors are identified before announcing a resolution or issuing additional bills.
There may also be other factors contributing to higher than expected bills. It is typical for summer bills to be higher due to increased outdoor usage. The metro region experienced the third hottest August on record and broke an all-time high temperature record in September. An additional consideration is that old meters frequently under-report usage, while the new meters are more accurate.
If you are a utility customer with a bill due on October 11, our intent is provide guidance by the end of the day on October 8 regarding your pending payment.
If you have already paid a September bill that we determine was caused by an error on our end, we will notify you as soon as possible with options to rectify.
We have suspended all utility bills scheduled for this week pending the completion of our investigation.
The Utility Division is currently experiencing a high volume of calls. In order to more effectively service your inquiries and reduce wait times, we encourage customers to use our online form to report issues with your bill at www.cityoflafayette.com/ReportAWaterBillIssue . This will help ensure concerns are documented and investigated as soon as possible.
We would like to apologize for any frustration or inconvenience this situation is causing our residents. Please know we are working to complete our investigation as quickly as possible, and will continue to provide updates as more information becomes available. New information will be posted on our website at https://www.cityoflafayette.com/UtilityBilling .