Denton City Council has approved funding for a comprehensive review of its billing and collections processes, aiming to align with industry standards and enhance customer service. The review will benchmark Denton's performance against 22 Texas utilities and over 100 nationwide, revealing that Denton consistently outperforms its peers.

Key recommendations from the review include adjustments to commercial deposit refunds, pay arrangements, and leak adjustments. Currently, commercial deposits are refunded after 24 months, while residential deposits are returned after just 12 months. The council is considering changing this to a 24-month refund for commercial accounts, contingent on good payment history and no service disruptions.

In terms of pay arrangements, the council plans to simplify the process by removing the limit on the number of arrangements a customer can have. Instead of restricting customers to one arrangement every six months, the new policy would allow monthly arrangements, provided customers adhere to their payment plans. This change aims to increase flexibility for residents facing financial challenges.

The review also highlighted the need for updates to the leak adjustment policy. Currently, the process is cumbersome and excludes renters from eligibility. Proposed changes would clarify the cap on leak adjustments, extend the filing deadline to 60 days post-repair, and ensure that renters can also benefit from these adjustments.

The council anticipates that these recommendations will not only improve operational efficiency but also enhance customer satisfaction. As Denton moves towards implementing advanced metering infrastructure by 2030, these changes are expected to further streamline billing processes and provide better service to residents.