Council discusses surge in water-bill delinquencies and shutoff practice

City staff told the Mendon City Council that delinquent water accounts have jumped since a new accounting system was brought online, and members discussed how notices and shutoffs should be handled going forward.

A staff member explained the city's typical process: after two months without payment the household receives an orange shutoff notice and is given a week to contact the office to make payment arrangements. "Our goal is not to shut them off," the staff member said, noting the administration prefers payment plans and individualized handling. Council members and staff reported the cumulative delinquent balance rose from roughly $5,000 to about $18,000 in recent weeks after the system change.

Council members asked how notices are delivered and who places them; staff said field staff typically post the notices early in the morning and the utility office is willing to work with residents to avoid service interruptions. The utility manager confirmed finance charges apply to unpaid balances (discussed in the meeting as roughly 18% annualized), and council members urged consistent follow-up and reintroduction of the shutoff-notice process to prompt payment activity. The council asked staff to put notices back into the field and report back at the next meeting with any change in collections.

The discussion did not include a formal vote or an immediate policy change; staff were directed to resume notice delivery and return with updated collections figures and any recommended changes to the billing or outreach process.