Councilman Jones questions water bill adjustment policies amid infrastructure challenges

During a recent City Council hearing on the Fiscal Year 2026 budget for the Department of Public Works (DPW), significant discussions emerged regarding water billing policies and infrastructure challenges that directly impact Baltimore residents.

Councilman Jones raised concerns about the current policy that limits water bill adjustments for leaks to just one month, even if a customer has not received a bill for several months due to a leak. He emphasized that this policy can create financial strain for residents who may not be aware of a leak until they receive a large bill. In response, Toya Sykes, Chief of Customer Support and Services Division, explained that adjustments are based on the highest three bills during the period of the leak, but acknowledged that the lack of regular billing can complicate matters for customers.

The council members discussed the importance of educating residents, particularly the elderly, about how to monitor their water usage and bills through the customer self-service portal. This initiative aims to empower residents to catch potential issues early, thereby reducing the financial burden associated with unexpected high bills.

Additionally, the council addressed the time frame for resolving billing disputes. Sykes noted that the standard service level agreement (SLA) for investigating a bill dispute is between 7 to 10 days, although the resolution may take longer depending on the complexity of the issue.

The meeting highlighted the ongoing challenges of Baltimore's aging infrastructure, which complicates the management of water and wastewater services. Council members expressed a desire for more proactive measures to ensure residents are informed and supported in managing their water bills effectively.

As the city moves forward with its budget planning, these discussions underscore the need for improved communication and support systems for residents, particularly in navigating billing issues and understanding their water usage. The council's commitment to addressing these concerns reflects a broader goal of enhancing community engagement and ensuring equitable access to essential services.