St. Petersburg City Council to Audit Billing Department Amidst High Water Bill Complaints

Ongoing Water Bill Issues

• 📌 St. Petersburg is facing its 10th month of persistent water bill issues, with a growing number of resident complaints.
• 💡 City council members are continuing to receive calls and emails from residents regarding irregularly high water bills and difficulties in resolving these issues.

Management Evaluation Recommended

• 🎯 A subcommittee has recommended a management evaluation of the city's billing and collections department due to the ongoing problems.
• 🗣️ Council members feel it's important to let constituents know that action is being taken to address their concerns.

Historical Context and Customer Experience

• 📈 The water bill spikes initially occurred after hurricanes, but the problem predates these events and continues to affect residents.
• ⚠️ Between July 2024 and April 2025, the city adjusted over 12,000 bills, indicating a widespread issue.
• ⏳ Despite policy changes earlier this year aimed at faster customer assistance, residents report that help is slow to trickle down.

Unresolved Cases and System Changes

• 💧 One resident, Michelle McConnell, has been dealing with a $2,000 bill since January, experiencing misreads, continued incorrect charges, and even having her water shut off.
• 📞 Despite attempts to resolve the issue through calls, letters, and in-person visits, her case remains unresolved, even after being directed to the mayor's office.
• 💻 The city is also in the process of switching its billing software, with a new system scheduled to go live next summer, marking the first update in 25-30 years.

Next Steps for Evaluation

• 🔍 The management evaluation will assess the department's processes and public interface to determine if deeper fixes are needed.
• ✅ The evaluation report still requires a full council vote before any further action can be taken.