During a press conference on May 14, DeKalb County CEO Lorraine Cochran-Johnson said that the county is owed $104.7 million from delinquent water bills, and there are 600 accounts, each with a balance over $5,000.
The CEO outlined steps the county is taking to collect money it says it is owed, including recorded conversations with customers disputing bills and shutting off water for customers who don’t respond to the county’s notices.
DeKalb County is under scrutiny for its handling of high water bills. Decaturish has talked to a few residents who have water bills of over $8,500, $18,000, and $42,000. Those residents are disputing those charges, and a couple have had their water shut off while they await a resolution. To read more about these residents and their stories, click here.
“Let me begin by being clear and on the record when I say there are no mass disconnections of water taking place here in DeKalb County,” Cochran-Johnson said. “And we have not disconnected any resident who has disputed a bill and continued to pay undisputed bills as they have moved forward.”
DeKalb County says that some residents haven’t paid a water bill in years and haven’t paid the regular bill even if they are disputing a high charge. The CEO said the delinquent accounts have not responded to the county.
“This is money due to DeKalb County, as well as our residents,” Cochran-Johnson said. “What has occurred for the past eight years will not take place for eight months in my administration. We have perpetuated a behavior that is simply not sustainable, nor is it fair.”
Johnson took office in January, replacing previous CEO Michael Thurmond, who was term-limited.
Beginning July 1, a 10% water and sewer rate increase will take effect. Water billing advocates have been concerned about the impact the rate hike will have on residents, particularly those who are low-income.
“Over the past several decades, DeKalb County did not increase water rates at what should have been a proper rate in order to allow us to make the necessary capital improvements,” Cochran-Johnson said. “With that being said, we look forward to collecting this revenue that can be used by DeKalb County throughout our water system for needed upgrades.”
The DeKalb County Commission approved the rate adjustment in February and requested the CEO implement affordability measures like shut-off protections, a discount program, and a bill cap to mitigate the impact some residents will feel. Those measures included creating a customer advocate office to handle water billing disputes.
Cochran-Johnson says the county already has most of those affordability measures in place, but advocates say she is not implementing the shutoff protections or creating the customer advocate office.
During a press conference on May 13, DeKalb Water Watch rescinded its support of the rate increase due to the shut-offs for some customers disputing their bills.
“We encouraged newfound trust and in good faith endorsed the county’s significant rate increase,” DeKalb Water Watch Community Advocate Katherine Maddox said. “The county’s recklessness and failure to implement our affordability policies, railroading over citizens’ rights, just like the former administration, compels me to, with regret, rescind DeKalb Water Watch’s endorsement of the Cochran-Johnson administration’s 10 by 10 rate increase.”
Maddox cited the county’s “refusal to deliver on a comprehensive affordable water plan” as a factor in the group’s decision.
On May 14, Cochran-Johnson said the county commission passed a resolution, which is different from legislation. To see the resolution, click here.
“The Board of Commissioners, along with myself, we are dedicated to ensuring that no one is adversely affected,” Cochran-Johnson said. “There is a difference between a resolution and legislation. Legislation creates a law. In all honesty, a resolution is only as good as the paper it’s written on, unless you decide to implement it. However, we are dedicated to ensuring that every provision of the resolution is honored.”
“In practice, we’re already doing what the resolution says,” she added.
She encouraged residents experiencing high bills to contact the county’s water advocates, a team of nine customer service representatives handling disputes.
Residents who provide proof that their leaks have been addressed will have their accounts adjusted within 90 days, Cochran-Johnson added.
The CEO said that beginning June 1, the county will begin aggressive measures to collect these bills.
“We are building a system that is fair, that is accurate and a system that is compassionate, but also we are seeking accountability,” Cochran-Johnson said.
Those measures include providing payment plans in writing with a digital signature from the customer, implementing a recorded customer service line and conducting and recording resolution consultations via Zoom.
“You will be required to submit a digital signature that acknowledges you understand the terms and conditions and you acknowledge the payment amount that you have agreed, based upon whatever your circumstance may be moving forward,” Cochran-Johnson said.
“Also, we are instituting a recorded service line, so if you cannot remember the conversation, we will. We can play it back for you,” she added.
Cochran-Johnson said the county is taking measures to reduce ambiguity, end confusion and create a documented path forward.
Deputy Director of Metering and Utilities Lyn Ferguson said that currently, customers with outstanding balances will receive an automated call reminding them of their balance.
“Customers are encouraged to call back and speak with a representative to establish payment arrangements or set up reasonable installment plans to avoid disconnection,” Ferguson said. “Customers who have not contacted the county in months…they are also being called, emailed and mailed collection notices to prompt communication with the county.”
If the county doesn’t receive a reply or payment within 30 days, the resident will receive a 10-day disconnection notice.
“After that 10th day, the final attempt is made to contact the customer. If no response is received, thereafter the services are scheduled for disconnection,” Ferguson said. “These disconnections are due to non-payment or water waste, which are often the result of unrepaired leaks.”
This story was provided by WABE content partner Decaturish.
