Smithville resident presses board over delayed water bills as city staff cites contractor and postal delays

Ben Morrow, a Smithville resident, told the Board of Aldermen he received a spring utility penalty he asked to have reversed and was refused, and he urged the city to consider the effect late bills have on residents who cannot afford unexpected charges.

“My bill was paid December 2… I’m here for those people that can’t afford that,” Morrow said during the public‑comment period, and he recommended the city stop using its out‑of‑state billing company, saying “it’s 500 miles away.”

City Administrator Miss Wagner reviewed recent delays in the water‑billing process, saying data were sent to the city’s billing contractor the Tuesday before Thanksgiving but the contractor and the postal service delayed mailing for roughly a week. “We apologize for those delays,” Wagner said, and added staff have been working with customers as calls arrive and are encouraging residents to use mail, email notifications or ACH/autopay options to avoid missed payments.

Wagner said some customers received bills with due dates this week and that shutoff notices could be issued next week under the existing schedule; she said staff are reviewing the contractor relationship and that Rick has been directed to look at alternatives. The city did not describe in the meeting any immediate changes to the billing or shutoff schedule beyond outreach and case‑by‑case assistance.

Morrow told the board he was troubled by staff remarks characterizing some customers as “playing the game” with utility bills, saying those are people making difficult tradeoffs. He offered to share solutions and contact information and closed by urging the board to account for customers who lack flexible payment options.

The board did not take formal action on the billing policy at the meeting; staff said they will continue to work with customers and review contractor arrangements and the city’s notification procedures.