City of Billings, MT

09/20/2024 | News release | Distributed by Public on 09/20/2024 11:46

Water Bill FAQ's from Public Works

9/3/2024 Update About Recent Billing Changes

We understand your concerns about the recent June & July combined bills and want to help ensure your bills are accurate. Here's some important info for you.

High Volume of Requests

  • We've received thousands of requests to review bills.
  • With over 40,000 bills to check, this will take some time.

Bill Accuracy

  • We've carefully reviewed over 4,000 bills and no errors were found, so it's very likely your bill is correct too.

Meter Accuracy

  • No changes were made to the meters or meter software.
  • Your water usage is recorded accurately.
  • We have seen overall higher usage this summer compared to last year.

Combined Billing Period for June & July

  • This bill covers 60 days including June & July instead of the usual 30, which may explain the higher amount.

Annual Rate Increases

  • This bill includes annual rate increases, effective at the start of the new fiscal year on 7/1.
  • It also includes two months of stormwater fees, which were previously part of your taxes.
  • On average, water, wastewater, and solid waste fees increased by 7.8%.
  • Including the stormwater charge, your bill should be roughly 15.5% higher than last year's June & July bills if your usage stayed the same.

How to check your recent utility bill amount

To reduce wait time and ensure your bill is accurate, here is a way to "gut check" your bill so you can see if it is close.

  1. Check the amount you paid to the Cityfor utilities in July and August (for June and July service) last year.
  2. Multiply that amount by 1.155.
  3. If your usage was the same as last year, those numbers should be closeand your bill is correct.
  4. If your recent bill is significantly higher, check your usage from last year and compare it with the usage shown on the recent bill you received. If the usage was significantly more, your bill will reflect that.

No Late Fees or Shut-Offs

No late fees will be applied, and there will be no water shut-offs for non-payment during this time.

Payment Arrangements & Budget Billing

We understand if you need a few months to get caught up on your utility bill, and we're here to work with you on payment plans. Budget billing is also available. Please reach us at 406.657.8315, option 3 for assistance~

Utility Billing System Conversion Frequently Asked Questions

The City of Billings utility billing system recently went through a conversion. The new customer portal is accountadmin.billingsmtpublicworks.gov The upgrade was initially planned for February but had to be pushed twice due to issues with the legacy system, which is why we are making the upgrade. There are many questions regarding the conversion, the billing delay, and billing accuracy. We understand your concerns and want to help ensure your bills are accurate. Here's some important information for you.

1. Why was this conversion necessary?

We understand the billing system conversion has caused inconvenience, and we want to explain why it was necessary. The legacy system had no reporting capabilities, was near impossible to get data out of the system, and it was not able to send service orders electronically to meter service technicians' tablets so we were using paper and manually dividing between meter service technicians and trying to put them in location order as best we could. The new system has a robust electronic service order system and routes the service orders to be most efficient geographically. The legacy system also couldn't provide the accurate data needed for our Geographic Information System - GIS, which plays a vital role in managing our critical infrastructure. With over 500 miles of water main, over 32,000 water meters, 13 pump stations, 18 storage reservoirs, over 4700 fire hydrants, and soon-to-be two water treatment plants, we rely on accurate data to make smart decisions about maintaining and improving our system. This new billing system ensures we can manage these resources efficiently and continue providing the service Billings relies on.

2. Why is there a delay in receiving our utility bills?

The primary reason for the long delays in issuing bills is due to the data in the software system we converted from. We have always had issues with that software in trying to get data out of the system. While every effort was made to transfer as much accurate information as possible and test it thoroughly, there was still a large amount of missing data and corrections that needed to be made before issuing bills.

3. Why did the conversion happen during the summer?

We agree that the timing of the system conversion isn't ideal, and we sincerely apologize for the inconvenience. The upgrade was initially planned for February but had to be pushed twice due to issues with the old system, which is why we are making the upgrade. Our team is working closely with the vendor to ensure all bills are accurate, which is why the process has taken longer than expected. While we're committed to getting this right, we understand the frustration this may have caused, and we truly appreciate your patience!

4. Why is my recent water bill so high?

We understand that receiving a higher-than-expected bill can be frustrating, and we want to help clarify why this might be happening.

  • Due to the billing system conversion, your current bill covers a 60-day period of July and August instead of the usual 30 days.
  • This billing period includes the summer months when higher water consumption for lawn sprinkling is common. Click here to view the EPA's infographic on summertime water use patterns and learn how to conserve!
  • There's also a monthly storm fee of $6.68 that was previously included in your property tax bill but has now been moved to your utility bill. Since this bill covers two months, you'll see a charge of $6.68 twice.
  • There were rate changes for water, wastewater, and solid waste services effective July 1, 2024. You can find more details on the new rates here, Water & Wastewater Service Rates and Residential & Commercial Rates.

5. My water consumption on the recent bill seems unbelievably high. How do I know it's accurate?

The meter that records the water consumption has not changed which means the consumption data is accurate. Due to the hot weather, the city has seen an overall increase in water consumption by 29% from last year at the same time as shown in the graph.

6. How can I check my water consumption during the same time previous years for comparison?

The 2023 summer water consumption numbers are available for those who are interested.

7. (Video Tutorial) Is it possible that there's a leak? How do I check for leaks?

We have seen a few leaks which caused higher consumption. It's always a good idea to ensure there are no leaks in your water system and here's a video tutorial on how to check for leaks at home. Not all water leaks are obvious! Even small drips can add up and impact your bill. Click here to check out the EPA's facts on leaks.

8. (Video Tutorial) How can I pay my bill online?

The new online portal is accountadmin.billingsmtpublicworks.gov If you've received an email notification from Billings Public Works that your bill is ready, please follow the links on the email to view your invoice, pay your bill, or log into the online portal to manage your utilities. Here's a video tutorial on how to do so.

9. If I cannot pay my bill online, what other methods can I use to pay my bill?

Unfortunately, some customers are unable to make online payments through the portal at this time. We are working with the vendor to fix the issues. Meanwhile, please utilize the automated phone payment system at 406-657-8315 (Option 1) or pay with a check or in person at our Customer Service Center at 2251 Belknap Ave.

10. Will my water be shut off if I don't pay on the due date?

There will be no shut-offs or late fees. We completely understand that customers need to ensure their bills are accurate and that they can take a few months to get caught up due to the delay with the billing system.

11.Will I be charged late fees?

No late fees will be applied, and there will be no water shut-offs for non-payment during this time. We are committed to providing our customers with ample time to catch up on their utility payments before resuming late fees or water shut offs for nonpayment.

12. Will paperless billing be carried over to the new system?

If you enrolled in paperless billing before the conversion, your enrollment should have carried over, and you'll be able to view your statements online.

13. Will autopay be carried over to the new system?

For customers enrolled in automatic bill payment, the total amount duewill be deducted on the due date listed on the bill.

14. How can I cancel autopay?

Unfortunately, the self-serve online autopay cancellation feature is temporarily unavailable right now. Our vendor is working on getting it fixed. In the meantime, customers can direct message us on Facebook with their service address and autopay cancellation request and our customer service team can turn off autopay for them.

15. How am I supposed to budget for water when you are not sending it out on time?

Most of our customers are reserving an approximate amount that will be due based on previous years' bills during the same time frame and ensuring that they do not spend that money on other items. Some customers are choosing to make payments for anticipated amounts to ensure that they do not spend that money on other items.

Further Questions

If you have any questions about your bill, please do not hesitate to reach us at 406.657.8315, option 3 or by email at [email protected]

Thank you again for your understanding and patience!