HOUSTON WATER BILL IMPROVEMENT PLAN
Restoring Public Trust Through Transparency
Plan Updates - First Phase Completed
The City of Houston reached a major milestone in the Water Bill Improvement Plan. As of December 2024, Houston Public Works has successfully replaced over 100,000 remote reading devices (RRDs) across the city. These devices are essential for accurately measuring water usage and ensuring fair billing for customers.
While our crews attempted to replace every non-functioning device, we encountered over 15,000 meters that were inaccessible due to obstacles such as landscaping, debris piles, concrete driveways, and locked gates. We are actively working with affected account holders to remove these obstructions so our teams can complete the replacements.
If your remote reading device has not been replaced, please reach out to our Utility Billing team at 713-371-1400 to discuss any access issues that may be preventing the replacement.
Plan Background
The Water Bill Improvement Plan was launched on April 1, 2024, with the goal of eliminating inaccurate water billing and addressing system-wide issues by enhancing transparency, updating technology, and improving customer service.
As part of this plan, the City of Houston identified approximately 125,000 nonfunctioning (RRDs that needed replacement. An RRD is an electronic device attached to a water meter that transmits water usage data back to the city, enabling accurate and automated billing.
Over time, many of these devices stopped functioning due to age, damage, or extreme weather conditions, leading to billing inconsistencies. To resolve this, Houston Public Works launched a citywide effort to replace nonfunctioning RRDs. With the majority of replacements now complete, most customers have returned to actual usage billing, and billing accuracy has been significantly improved.
Learn more about the upcoming changes by viewing our Customer Experience Roadmap.
Remote Read Device Replacement
Customers with questions about their RRD replacement status should contact our Utility Billing at 713-371-1400.
Set Usage Billing
Most customers have transitioned back to actual usage billing. If you are still on set usage, review your past water usage to prepare for potential changes in your bill as you transition back to actual usage.
Customer Service Enhancements
We’ve expanded service options to better assist customers. Schedule an in-person or virtual appointment today.
Retired: Improvement Plan Dashboard
With the majority of RRD replacements completed, Houston Public Works has retired the online dashboard previously used to track progress.
Customers who still need their remote reading device upgraded can now contact Utility Billing at 713-371-1400 to check the status of their replacement and resolve any remaining access issues.
Set Usage Billing Transition
To ensure customers continued receiving water bills while their RRDs were being replaced, the City of Houston implemented set usage billing as a temporary measure. The majority of customers have now transitioned back to actual usage billing, but for those still in the 60-day transition period or awaiting RRD replacement, here’s how set usage was calculated:
- For accounts older than one year (created before March 1, 2023): Set usage was determined based on the account’s average water consumption over the past 36 months.
- For accounts less than one year old (created after March 1, 2023): Set usage was assigned at 3,000 gallons per month, based on the average consumption for new Houston water accounts.
Customers automatically return to actual usage billing once their new RRD has been installed, verified, and is accurately transmitting water usage. A 60-day notice is sent before this transition occurs.
Important Reminder: Many customers transitioning back to actual usage billing are noticing that they use more water than they realized while on set usage billing. We strongly recommend reviewing your household’s actual water consumption and making any necessary adjustments to prepare for potential changes in your bill.
Learn more about set usage billing by checking out the Set Usage Flowchart.
Customer Service Enhancements
As part of this comprehensive plan, we have implemented several improvements to customer service and billing accuracy:
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Expanded in-person service options - Customers can now schedule in-person or virtual appointments by visiting the following page.
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Automated billing accuracy checks – New quality control measures detect potential billing issues, ensuring quick and easy resolution.
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Centralized relief request system – Billing adjustments and relief requests have been consolidated into one streamlined process.
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Redesign utility bill to make it easier for customers to understand.
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Updated City Ordinances for billing adjustments – On March 20, 2024, City Council repealed Ordinance 47-72, making it easier to correct billing errors and provide accurate adjustments.
Redesigned Water Bills (In Progress) – We are working on a new, more user-friendly utility bill format to make it easier for customers to understand their charges and water usage. Stay tuned for updates as this improvement is finalized.
For more information or assistance, contact our Utility Billing team at 713-371-1400.
Translated Documents
Coming Soon
Questions?
- Houston Water Bill Improvement Plan
- Houston Public Works
- 713.371.1400
- [email protected]
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What We Do ...
The Department’s responsibilities include operation and maintenance of the City’s streets and drainage, production and distribution of water, collection and treatment of wastewater, and permitting and regulation of public and private construction.
