DeKalb County establishes water customer advocacy office by 2026 to resolve billing issues

Concerns over water service management took center stage at the DeKalb County Board of Commissioners Committee of the Whole meeting on May 20, 2025. Commissioners discussed the pressing need for a structured approach to address the unique challenges faced by various communities regarding water billing and service issues.

A key point raised was the unsustainable nature of allowing individual communities to avoid payment for water services. One commissioner emphasized the importance of understanding the specific circumstances of each community, noting that some lack proper governance structures, such as a functioning board. This lack of oversight contributes to poorly maintained infrastructure, which exacerbates service problems.

The discussion highlighted a troubling case where a community faced shutoffs due to alleged fraud within their homeowners association. A private company had installed submeters, leading to disconnections for residents who were not paying their assessments. The county clarified that it could not intervene in these contractual disputes, as they fall outside its jurisdiction.

In response to these challenges, the board proposed the establishment of a new Office of Water and Sewer Customer Advocacy by January 1, 2026. This office aims to collaborate with the existing Watershed Customer Service and Building Advisory Board to tackle customer billing issues and improve service delivery. The initiative reflects a commitment to addressing the diverse needs of residents and ensuring fair access to water services.

As the county moves forward, the establishment of this advocacy office could pave the way for more effective communication and resolution of water-related disputes, ultimately enhancing service reliability for all DeKalb County residents.