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Edenton updates customer-service policy: deposit rules, billing timing and fee changes approved
Summary
Council approved several customer-service policy changes including new deposit documentation options, clarified billing cutoff and timing, removal of a $25 payment fee, a reconnection fee increase to $100, new meter-testing charges, and new leak-adjustment procedures requiring repairs and proof within 30 days.
The Edenton Town Council approved revisions to the town’s customer-service policy covering deposits, billing and fees.
Town manager Corey Gooden walked council through three sections of proposed changes. For deposits, the policy clarifies that the town will not run applicants’ credit through software by default but will allow a customer to provide a recent annual credit report to help determine deposit amount; the town recommends 24 months of prior utility-history documentation and allows homeowners to request that a deposit be applied to an account after three years of positive history.
For billing, the town clarified the month-end billing cutoff to align finance reporting and removed a $25 payment fee previously included in section 8.8. The reconnection-after-disconnection fee was increased from $75 to $100 and will apply on the specified cutoff day or the following business day. The policy adds a $25 charge for meter testing after the first free test and a $250 rental fee for certain large (2-inch) meters used in construction, paid before installation.
The council also approved new leak-adjustment language: customers who repair leaks within 30 days of initial notice may apply for an adjustment and must provide proof (for example an invoice) to support the claim. The policy creates a process for approving very large volume adjustments at town cost production rates, with final approval to involve the town manager.
A motion to adopt the revised policy sections was moved, seconded and approved by voice vote with no recorded objections in the transcript.
Council members asked clarifying operational questions about notification procedures for special collections and meter testing; staff said door-hanger notices and supervisor outreach are used to contact residents before collection.
