Portsmouth launches new utility billing system amid payment posting issues

During the recent Portsmouth City Council meeting on July 8, 2025, city officials addressed ongoing issues related to the transition to a new public utilities billing system that began on June 23. The switch has not gone as smoothly as anticipated, leading to confusion and frustration among residents.

City representatives acknowledged that some phone and online payments were misrouted and did not post correctly. As a result, customers who attempted to make payments during this period were not charged, but they are now being contacted directly to resubmit their payments. Officials assured residents that all payments made in the last few weeks are being processed and that they expect to resolve these issues by the end of the week.

To alleviate concerns, the city has decided not to assess any late fees or penalties during this transition. Each account is being personally reviewed to ensure that no one is incorrectly charged. The city is actively communicating with affected customers through phone calls, letters, and emails to keep them informed about the situation and the steps being taken to resolve it.

Additionally, city officials are meeting with the software company responsible for the billing system to discuss the problems encountered and to explore improvements for the future. Internal meetings are also being held weekly to monitor progress and ensure that the transition is completed as quickly and efficiently as possible.

City officials expressed gratitude for the community's patience during this challenging period and reassured residents that they are committed to correcting all issues and improving the billing process moving forward.