HOUSTON – We are hearing from dozens of Houston water bill customers who say they need help with sudden surprise bills.
The KPRC 2 ‘DRAINED’ Investigation has been looking into water bill issues in Houston for 2+ years.
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In April, Houston Mayor John Whitmire committed to addressing the city’s water billing and meter reading issues. As the year-end deadline for his Water Bill Improvement Plan approaches, we told you last week that some Houston residents are experiencing new frustrations with their water bills.
After sharing the story from one Kingwood water bill customer, nearly 60 people added their names to a complaint list for the KPRC 2 Investigates team to look into.
Here are some key points from the new water bill complaints we are seeing:
- Many respondents report a sudden and significant increase in their water bills without a clear explanation.
- Some individuals have experienced a change from fixed billing to variable billing, resulting in unexpected charges.
- Respondents have contacted the water department but often feel their concerns are dismissed or unresolved.
Specific water bill cases:
- One household reported a jump from a fixed bill to 33,000 gallons usage and about $1,000, despite being away for part of the billing cycle.
- Another individual saw their bill increase from $215 to $5,889, with no leaks found by a plumber.
- A new homeowner experienced a rise from 6,000 gallons to nearly 20,000 gallons after moving off average billing.
- A long-term resident noted a consistent increase in their bill since a change in local government, with no issues found with the meter.
Billing details:
- Concerns range from bills of $100 to nearly $6,000.
- Reported water usage varies widely, with some bills reflecting usage as high as 1,512,000 gallons.
Why the sudden high water bills in Houston?
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.
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.
Check here for the full story on the newest water bill spike along with full statements from the city.
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.
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
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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