Balch Springs staff report progress on utility-billing audit, cite 627 problem accounts totaling over $266,000

City staff told the Balch Springs City Council on May 11 that a seven-month audit of the utility-billing system has identified historical account issues, inconsistent meter reads and system configuration gaps that led to billing delays and inaccuracies.

The presentation, covering October 2025 through April 2026, said the utility operation has one meter technician, one meter reader and multiple vacant customer-experience positions which have constrained timely responses. The presenter said "we are finding out about some accounts that have been on hold for an extended period of time," and that staff are addressing both current billing and legacy accounts. Staff reported that 627 accounts would total more than $266,000 if written off now.

Staff described operational fixes already under way: secondary reviews, segregation of duties, increased meter validation, customer notifications and manual corrections when inspectors find anomalous reads. The city has engaged OpenGov through a professional services agreement "to assist us with auditing accounts, with going through our processes," staff said, and plans a full one-year audit review after June 2026.

Councilmembers pressed for faster customer outreach and clearer phone response; one member noted residents still report unanswered calls. Staff acknowledged the need for more trained staff and suggested a council workshop to evaluate policy changes, such as billing-cycle timing, leak-adjustment deadlines and disconnection practices. Staff said some adjustments require manual recalculation when rates changed and that those recalculations lengthen resolution times.

The council did not take formal action on the audit at the May 11 meeting; staff will return with a one-year audit report and recommendations.