Lorain utilities outline duplicate-billing option, leak-adjustments and new meter software amid $2.5M arrears

City utilities staff told the Sewer Water Advisory Board they are expanding customer-notification and billing tools for tenants and property owners while preparing for a leaner budget year.

Mr. Carbonaro, utilities director, briefed the board on recurring service-termination issues where occupants pay water as part of rent but the account holder (the owner) receives termination notices. The department said tenants can request a duplicate bill be sent to the service address, but that feature currently requires owner approval and carries a small printing cost. “If they call in and request a duplicate bill, they can, and we will send it to the address being served,” Carbonaro said, adding that the owner typically must authorize the duplicate copy.

Mr. Williams, who spoke from the billing perspective, described operational constraints: billing and disconnections are executed regionally, meaning a customer given a termination notice may have several months before crews return to disconnect service. Williams said the department is exploring budget-billing and more defined payment plans to reduce terminations and that some tenants and owners misunderstand the department’s role as intermediary between landlords and renters.

Staff reported roughly $2.5 million in arrears across utility accounts and acknowledged the billing office carries a heavy workload for about 25,000 customers. Utilities staff said they are implementing a new software package, Neptune 360, and will close the billing office for staff training; the new system would allow near-real‑time customer access to usage data and better automated alerts for spikes. “We are implementing a new software called Neptune 360, which works with our meters that will be able to track and note and be able to be notified of high usage,” staff said, noting ongoing discussions with the vendor about customer access and potential costs.

On leak relief, staff said the city can provide a sewer-side adjustment when a customer documents and repairs an internal leak; the water volume (metered inflow) cannot be forgiven but the department will calculate a sewer credit based on the leak adjustment form. The department asked customers to call and request the leak-adjustment form to have staff review usage and issue credits where warranted.

On budgeting, Carbonaro said he made roughly a 5% cut to proposed water and wastewater budgets before submitting them to the mayor; the mayor then requested further citywide reductions. Utilities reported operating deficits in both water and wastewater last year of “a couple million dollars” driven by higher personnel and emergency costs, and staff said they will be “lean” in spending. Carbonaro said staff will meet with the auditor’s office and other leaders to discuss wastewater and any potential rate changes and that a rate study would be part of that conversation.

Ending: Staff said they will pursue better tenant outreach, explore electronic options for duplicate notices, roll out Neptune 360 training and continue to refine payment-plan and leak-adjustment procedures; board members encouraged expanded public information about tenant options.