Houston – Beginning September 8, the City of Houston says it will begin disconnecting water service for customers who are 90 days or more behind on their bills and owe more than $500.
Houston Public Works Director Randy Macchi says notices are already going out to customers who could be at risk of having their water shut off.
“Right now, what’s happening is notices are going out to customers, just warning them that there is a balance due and that they’re at risk of having an interruption to their water service.”
According to the city, approximately 15,000 customers fall into that category. Collectively, they owe Houston about $30 million.
In one case, one Houston business hasn’t paid its water bill since 1997. Nearly three decades later, the balance on that single account has grown to about $3.5 million.
The City of Houston is still investigating exactly how that happened. Officials say they are looking into whether ownership changed, records were lost or whether there were other issues with the account. The city has not identified the business.
But that account is part of a much bigger problem.
Macchi says the city has reached a point where it can no longer allow customers to continue receiving water indefinitely without paying.
“I don’t think any reasonable person in the city would say that we should be giving away water for free. And if someone who pays their bill finds out that someone is not paying their bill and is receiving that water, there’s certainly issues of fairness and equity.”
Why did Houston stop shutting off water?
The city stopped disconnecting delinquent water customers in 2024 as Mayor John Whitmire’s administration began working to overhaul Houston’s troubled water billing system.
That followed years of reporting by KPRC 2 Investigates.
Our “DRAINED” investigation uncovered major problems involving water bills, meter readings and the systems used to track customer usage. KPRC 2 reported on residents facing unusually high bills, faulty meter technology and other failures that left customers questioning whether they were being charged accurately.
The investigation helped prompt significant changes inside Houston Public Works, including efforts to replace thousands of remote meter-reading devices and overhaul how the city handles water billing.
Now, Macchi says the city is more confident in the accuracy of customers’ bills.
“It’s time now where we have matured enough as a city and as a water utility that we say, if you’re going to use city water, you’ve got to pay your bill. And if you’re not going to pay your bill, you’re not going to be able to receive city water.”
What if you owe money but believe your bill is wrong?
That is one of the biggest questions following the city’s announcement — especially for customers who have followed KPRC 2’s years of reporting on water billing mistakes.
Houston Public Works says customers with outstanding balances should contact the water department. The city says it is working with some customers on payment plans and reviewing older bills that customers are disputing.
The warning comes as Houston customers are also seeing the city’s new $5 solid waste fee added to their water bills. If customers are not paying their water bills, the city is also not collecting that fee, which is intended to help fund trash collection.
And as for that mysterious business that apparently has not paid a water bill since 1997?
The city says it is still trying to determine exactly what happened.
But one thing is changing for customers with seriously delinquent accounts:
The free ride is over.
What you need to know about Houston water shutoffs
Water shutoffs are scheduled to begin September 8.
The city says customers targeted for disconnection are 90 days or more delinquent and owe more than $500.
About 15,000 customers fall into that category.
Those customers collectively owe about $30 million.
Customers with disputed balances or financial concerns are encouraged to contact Houston Public Works to ask about their account and possible payment arrangements.
More from KPRC 2 Investigates
KPRC 2’s “DRAINED” investigation has spent years examining Houston’s water billing problems — from outrageous bills and faulty meters to meter-reading errors and management failures.
If you have a question or believe there may be a problem with your Houston water bill, email KPRC 2 Investigator Amy Davis at ADavis@kprc.com or Producer Andrea Slaydon at ASlaydon@kprc.com.
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