WSSC plans monthly billing, expanded assistance programs and local partnerships to reduce bill shock

WSSC told the committee that meter modernization and billing changes are intended to improve affordability and reduce surprise bills for customers with constrained incomes. "There is a need to move customers from quarterly billing to monthly billing for better budgeting," Glenn Diaz said, adding that near-real-time data would allow customers to receive usage alerts and respond quickly to leaks.

WSSC finance and customer programs staff also summarized existing and expanded assistance: a Promise plan with high take-up and strong repayment results, a customer-assistance fund that can provide up to $500/year, a pipe-emergency repair loan program with up to $10,000 in loans, and a forthcoming plumbing/pipe-repair program administered through Habitat for Humanity (MOU executed 09/18/2024). Staff said they plan to baseline customer billing data before upgrades, expand outreach in multiple languages, and prioritize enrollment for households in disadvantaged communities as meter upgrades roll out. Council members pressed WSSC to provide clear timelines and communicate perceived trade-offs (e.g., more accurate meters can raise bills for customers whose previous meters under-registered usage), and WSSC said it will coordinate with district council members on outreach.