Englewood utilities report improved customer perceptions in 2025 annual survey
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Summary
City staff told the board that a customer survey conducted Aug–Oct 2025 (635 responses) showed improvements in drinking‑water taste, odor and discoloration compared with 2023; staff said the typical 6,000‑gallon customer pays about $51.24 per month in 2026 billing components cited in the presentation.
Deputy Director Stone presented Englewood’s 2025 annual customer survey to the Water and Sewer Board on Jan. 13, reporting 635 responses and improvements on several measures compared with 2023.
Stone said respondents who reported drinking Englewood water rose from 65% in 2023 to 69% in 2025, and the share rating tap water anywhere from average to excellent increased from 32% to 41%. Reports of discoloration improved (from 62% saying they had not seen discoloration in 2023 to 67% in 2025). Responses also showed increased perceptions of taste and odor improvement.
Staff noted the 2025 survey was smaller than the 2023 sample (a roughly 32% drop in responses) and attributed the change in part to lower complaint response rates as service perceptions improved and to the 2024 billing‑system transition that disrupted survey timing. Stone said the survey was distributed via customer bills, online options, and paper copies at city facilities.
Survey comments covered cost, taste and the lead service line program; staff said they can provide the write‑in comments to the board on request but omitted them from the packet when comments included personal contact information. Stone described billing components for a typical customer: a $17 monthly capital improvement fee for a 3/4‑inch meter, a $3.68 administration fee, a $5 drinking‑water loan fee (from the lead reduction SRF loan), and a usage rate of $4.26 per 1,000 gallons. For a typical monthly use of 6,000 gallons, the water charge would be $51.24, which staff noted equates to less than a penny per gallon.
Board members responded positively to the survey results and thanked staff for the work; one board member called the survey "the true voice of the people." Staff said they will continue to seek higher participation and will present year‑over‑year comparisons in future reports.
Ending: The board heard the survey as an informational item and agreed to defer other staff‑choice agenda items to the next meeting; staff noted an upcoming study session on Jan. 20 where council would also see survey results.
