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Local consumers have lots of complaints about their water bills and theres much to learn from other peoples problems.The Houston Advocate started compiling advice about resolving these disputes after writing about the case of Annie Williams, whose wrangling with city officials over large utility bills led her to live nearly 10 months without water service. Dozens of readers wrote, called and emailed about similar conflicts. Some had sustained property damage dating to Hurricane Ike or acknowledged needed repairs that caused astronomical water bills. Others discovered they had leaks. What continues to confuse another set of water customers are cases in which the bill spikes, then returns to normal, as with Williams and Tien Dinh. Seeking resolution Dinh owns a northwest Houston townhouse that has been vacant for several years. Water and sewer for the rental unit usually run around $12 a month. The city replaced the water meter in January 2011. Lo and behold, a month later, theres 97,000 gallons used in an unoccupied place, said Dinhs lawyer, Ron Morgan. That bill was $1,109.90. The following month registered 100,000 gallons and Dinh was charged $1,144.02. Usage was 0 gallons at the April 2011 reading, returning the bill to less than $12, but the unpaid balance - including penalties - brought the total amount owed to almost $2,300. Dinh, 62, who has real estate and insurance businesses, insists he hasnt had a leak or plumbing work done and that the bill has stayed normally low for more than a year. I keep calling every month, he said. I just wonder why my water bill on that two months is so high. After trying to negotiate with the city, Dinh asked Morgan to help him reach a resolution. Following an administrative hearing by conference call two weeks ago, word came Tuesday that the hearing officer ruled against Dinh and says he owes $2,500. One of his options now is to negotiate one month of the unusually high charges. Its important to note that most of the citys wiggle room for adjusting your bill is limited by ordinances. Nuggets of advice So, how do you avoid drowning in water-billing woes or sidestep a problem altogether? Here are tips for city of Houston customers that may apply in other jurisdictions: » Check for leaks: Its the best way to protect your water bill, public works spokesman Alvin Wright said. The customer is responsible for repairs between the meter and the structure as well as indoor plumbing. » Forget meeting face-to-face (for the most part): Public works officials largely communicate with customers via phone, fax and email. The Customer Contact Center at is open 8 a.m. to 7 p.m. weekdays. Theres a 24-hour automated line at . (Customers can make in-person appointments for serious disputes, Wright said.) » Keep your address, phone number and email current with the water department: The city monitors accounts for unusually high use and alerts customers with a courtesy call. Letters also are sent to those whose usage has spiked. Customers can update account information by calling , via live chat at , by sending an email to or by mail at 4200 Leeland, Houston, Texas 77023-3016 or P.O. Box 4863, Houston, Texas, 77210-4863. » Act quickly: Under some high-bill circumstances, the city will reduce one month only. There also are leak adjustment options for multiple months if theres a repair completed. Visit bit.lyHoustonwaterforms for documents that can help you pay andor reduce your water bill. » Ask for a manual meter reading: Increasingly, the city uses electronic equipment to check meters and, at times, that fails. » Request an administrative review: Not satisfied with the citys resolution? You have 10 days to request an administrative hearing. Customers can choose to be heard by phone or in person. If youre a taxpayer or consumer in need of a Houston Advocate Fix, email , tweet @HouAdvocate, or call . twitter.comHouAdvocate twitter.comcindylgeorge Customer Service is committed to providing courteous and efficient service to all utility customers. We strive to ensure utility billings are rendered correctly and collections are made in a timely manner. Our goal is to provide knowledgeable interactions with our customers when it comes to the quality and timeliness of our services. Online Payments (Utility Billing & Property Tax) Email: Phone Number: Signing up for Service A non-refundable activation fee is required to set up services. All fees must be paid prior to activation of service. You will be asked to upload the following: Official picture identification Signed lease agreement (if renting) Signed closing settlement or warranty deed (if purchasing) Method & Form of Payment Mail City of Perry Utilities, PO Box 2030, Perry GA 31069 Kiosk Available 247 in the parking lot of City Hall. All payment methods accepted. Bank draft Download form Online bill pay Click here (no additional transaction fees) Call Customer Service Your Perry App Available on Apple & Android app stores Call IVR View the annual Holiday Trash Schedule above.
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