HOUSTON – If you were surprised by higher-than-usual Houston water bills this month, you are not alone.
In April, Houston Mayor John Whitmire committed to addressing the city’s water billing and meter reading issues; problems that were first exposed two years ago in the KPRC 2 ‘DRAINED’ Investigation. As the year-end deadline for his Water Bill Improvement Plan approaches, some Houston residents are experiencing new frustrations with their water bills.
These are major problems we began uncovering two years ago, one customer at a time.
[If you need help, you can add your information here: KPRC 2 ‘DRAINED’ water customer complaints]
Since April, the Houston Water Department placed customers on “set usage” billing—a flat rate based on average monthly water usage—while working to replace broken remote-read sensors, a key source of inaccurate and inflated bills.
Now, as customers transition back to bills reflecting their actual water usage, concerns are resurfacing.
Customer water bill concerns mount
Amber McMunn, a Kingwood resident of 16 years, was stunned by her November bill. Typically billed for 4,000 gallons of water a month, McMunn’s first bill under the new system claimed she used 52,000 gallons—resulting in a charge of over $1,500.
“When I got this bill, it was a shock,” McMunn said.
After confirming with a plumber that there were no leaks, she contacted the water department, which quickly replaced her meter and zeroed out her bill. A spokesperson for Houston Public Works explained that McMunn’s remote-read device likely failed after transitioning to actual usage billing, leading to a misreading.
Unfortunately, McMunn isn’t alone.
Community frustrations about high water bills
Reports of unexpected water bills are gaining traction, particularly in Kingwood. A public Facebook group post about a $715 bill for two adults drew 40 comments, including one from a resident who said her usage jumped by 10,000 gallons over two months, resulting in bills of more than $500 each month.
While some residents commend the water department’s efforts to fix these issues, others express frustration with the scope of the problem.
“I admire the water department for admitting their problem,” McMunn said. “I think they’re trying to fix the issues, but it’s a lot more than they probably thought it was.”
Progress and challenges
- Houston Public Works has replaced more than 100,000 broken remote-read devices since April, far exceeding initial expectations.
- However, 271,000 residential meters still require updates, leaving thousands of customers unable to access real-time water usage data or alerts.
- Currently, around 75,000 water customers remain on set-usage billing. The city will notify these customers 60 days before transitioning them back to actual usage-based billing.
What you can do about water bill concerns
If you’re still on set-usage billing, closely monitor your water bills for usage data to prepare for the switch.
As the city works toward its year-end goal, Houston residents are hopeful that these persistent billing problems will finally be resolved. Stay tuned for updates as we continue to monitor the progress of this critical issue.
Do you have a sudden high water bill and need help?
Investigator Amy Davis and Producer Andrea Slaydon are keeping track of the people who say they are dealing with confusing water bills.
**If you need help, please enter your information in this form: KPRC 2 ‘DRAINED’ water customer complaints
Full statement from Houston Public Works Director regarding sudden water bill changes
“Houston Public Works replaced more than 100,000 non-functioning remote reading devices (RRDs) from April to Thanksgiving. This is a huge accomplishment over the original 5-year plan to replace the failed RRDs. Our crews attempted to replace each non-functioning device but couldn’t access over 15,000 devices because they are buried under added concrete driveways, sidewalks, landscaping and debris piles. We are working with account holders to remove any obstructions that prevent our team from replacing their non-functioning RRDs.
Houston Public Works has 164,000 single-family residential customers with new Sensus remote reading devices. Sensus devices allow customers to set up usage alerts on their accounts. Our priority is transitioning 75,000 customers off set usage to their actual usage billing. This process continues as we verify accurate readings from the newly installed RRDs over Thanksgiving. We will continue to notify customers 60 days before this transition takes place. We encourage customers to monitor their usage to prepare for this transition.”
Public Works Director, Randy Macchi
Statement from COH about Amber’s account
“Amber McMunn’s account was placed on set usage as part of the Water Bill Improvement Plan (WBIP) in April 2024. Her remote reading device (RRD) at that time was functioning and did not need to be replaced. Her account received set usage bills until she was scheduled to transition to actual usage on her November 2024 bill.
An RRD reading error of 54,000 gallons of water was detected for the first actual usage bill, triggering the replacement of her RRD on November 13, 2024. Her account has returned to set usage until our team confirms the readings for the next two billing cycles are accurate before placing her on actual usage.
Amber McMunn’s previous RRD did not have usage alert capabilities. Her new device will allow her to sign up for these alerts once she returns to actual usage.”
Erin Jones, Houston Public Works
The KPRC 2 Investigates team will keep working to get answers for you about these water bills. We are committed to reporting on stories that drive transparency and positive change within the community.
You can check out the full ‘DRAINED’ Investigation here.
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