DC Water expands customer assistance programs to tackle high bills and leaks

During a recent Performance Oversight Hearing led by Chairperson Charles Allen, the District of Columbia's Committee on Transportation and the Environment discussed critical updates regarding water services and customer assistance programs. The meeting highlighted the ongoing efforts of D.C. Water to maintain affordability and transparency for its customers, particularly in light of rising operational costs.

One of the key topics was the financial health of D.C. Water, which is crucial for maintaining its high bond rating. Officials emphasized the importance of efficient operations and cost savings, noting that recent debt refinancing saved the agency $75 million, a benefit that will positively impact all customers. The discussions also underscored the necessity of investing in aging infrastructure to ensure reliable water services.

A significant focus was placed on customer assistance programs, particularly the newly launched CAP Plus initiative, which has already enrolled over 1,000 participants. This program aims to provide financial relief to low-income households struggling with high water bills. Officials expressed optimism about the program's potential to reach even more residents in need.

Additionally, the meeting addressed concerns about billing practices and customer complaints regarding unexpected rate increases. D.C. Water representatives reassured attendees that they have implemented oversight mechanisms, including a customer advocate system, to assist residents with billing inquiries and to ensure fair practices.

The hearing also touched on the importance of community engagement through initiatives like the Voice of the Customer survey, which gathers feedback from residents to improve services. Officials highlighted their commitment to transparency and communication, encouraging residents to reach out with any concerns regarding their water bills.

As D.C. Water prepares for future rate-setting processes, officials reiterated their goal of minimizing sharp increases and maintaining affordability for all customers. The agency's proactive approach to financial management and customer support reflects its dedication to serving the needs of the District's residents while navigating the challenges of infrastructure investment and operational costs.