Council presses HomeServe on marketing and fund oversight for utility-warranty program

Representatives from HomeServe and the program partner told the Montgomery City Council they are reviewing marketing language and willing to pause mailings after several councilmembers said envelopes and notices make the service look like a city-run program.

Bob Bowen of HomeServe and colleague Ryan Gregg answered questions about the program, including whether the city receives funds and where the pro-bono fund is held. Bowen said HomeServe holds the fund, which currently contains about $53,000, with about $25,000 contributed the previous year; HomeServe reported 195 repairs in 2025 and 262 total repairs this year so far, and said the program saved residents roughly $944,000 in avoided out-of-pocket costs in 2025.

Councilmembers said the external mailings were misleading because the envelopes used the City of Montgomery name and logo and prompted calls from residents who believed the program was a city service. One councilmember who voted previously to introduce the program said she now favors pausing mailings until marketing and the wording are fixed. HomeServe said it routes marketing through the city's communications team for approval and that staff was already working on updated materials.

Council asked for clearer written explanations about the fund (how much is in it and how payments are administered) and whether the city receives any portion of program revenue; HomeServe said the company holds and administers the fund but will work with the city's communications director on messaging and potential pivots to direct some funds to city-managed community projects.

Council did not take a formal vote on program policy at the meeting but asked staff to coordinate language and to bring updates before future mailings.