💧 City Utility Billing Measures to Assist Water and Wastewater Customers Impacted by the Winter Storms

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LATE FEES APPEARING ON CUSTOMER BILLS

Some City of Duncanville residents may discover late fees on their utility bills. The city’s utility billing software (legacy system) is automatically adding late fees for the period starting from February 15, 2021, through March 5, 2021. Utility bills are generated and sent 19 days prior to the due date, which will cause a penalty charge to appear on accounts where the payment was not made within 3 days of the due date. As a result of the winter storms and the system’s automation, customers who discover a late fee on their bills but can contact Utilities’ staff at (972) 780-5010 to have this fee waived.

WATER CUT-OFF SUSPENDED

Water cut-offs due to non-payment of current bills are suspended through March 5, 2021.

WINTER AVERAGING CHANGES

The final month of utility billing winter averaging is February 2021, but due to the winter storms, changes are being made to assist Duncanville residents. The Utility Billing department will be running a report comparing winter averages for 2021 against 2020 and making appropriate adjustments in response to February spikes caused by the winter storms. Customers experiencing wastewater (sewer) cost increases due to leaks caused by the winter storms can request a manual review and adjustments by calling (972) 780-5010. New winter averaging will go into effect for April billings.

Residential Sewer and Winter Averaging

Now is the time to shorten your showers and tighten those leaky faucets, because how much water you use over the next three months will determine how much you’re going to pay for sewer the rest of the year.

From December through February, the Utility Billing department will monitor how much water is being used for all activities causing water consumption such as showering, flushing toilets and washing clothes on each metered household. (Commercial and Apartment accounts are not included in the winter-averaging program).

The average will determine the amount the city will charge each household, on an individual basis, for wastewater for the next 12 months starting April 1.

December, January and February are the consumption months that the monitoring will be taking place (This is the January, February, and March statements respectively). Once the month’s consumptions have been established the new average will appear on the April billing. The city uses these winter months to average the billing rates to better reflect the actual amount of wastewater a household produces, due to the drastic decrease in outside watering, filling pools, etc.

By Jill Stottlemire
Utility Accounting Manager