The City of Houston this week began disconnecting water service for thousands of customers with substantially overdue accounts, marking the end of a two-year pause on shutoffs that followed widespread billing errors in 2024.
Who is affected and why now
Houston Public Works sent notices to about 15,000 customers who together owe roughly $30 million to the city for water service. Officials said the accounts targeted share several characteristics: no payments for at least 90 consecutive days, outstanding balances greater than $500, and the presence of a Sensus remote-reading meter on the property.
- Approximately 15,000 accounts identified
- Collective past-due balance around $30 million
- Criteria: 90+ days without payment, balances over $500, Sensus meter
City response and customer options
The administration of Mayor John Whitmire said city staff delayed enforcement of shutoffs for about two years while they addressed the billing problems that had led to many disputed or inaccurate bills in 2024. During that pause, the city said it replaced faulty meters and corrected billing processes to improve accuracy.
"Today, we have confidence in the accuracy of our billing, and we have a responsibility to collect payment for services that have been provided," the city said in a statement. "We cannot continue to carry unpaid balances indefinitely."
City officials emphasized that customers will receive advance notice and a chance to remedy their accounts before water service is disconnected. Houston Public Works has said payment plans and information about financial assistance are available for customers who cannot pay in full.
Customers disputing the accuracy of a bill, or seeking help resolving a past-due balance, were directed to contact Houston Public Works at 713-371-1400 to inquire about billing disputes, payment arrangements or assistance programs.
Local impact and context
Water shutoffs affect not only individual households but also the broader public health and community services that rely on running water. Residents with limited incomes often face the greatest difficulty resolving large, unexpected utility balances; access to clear information about payment plans and assistance is crucial to avoiding loss of service.
City leaders framed the move as a return to routine utility collection after the prolonged technical fixes. The 2024 billing issues prompted public outcry and a moratorium on disconnections while the city investigated meter accuracy and upgraded equipment. Authorities say those steps are complete and that the city must now recover unpaid charges for services already delivered.
| Item | Figure |
|---|---|
| Accounts notified | ~15,000 |
| Total past-due balance | $30 million |
| Minimum days without payment | 90 days |
| Minimum balance to trigger notice | $500 |
What residents can do
Residents who receive a notice should immediately review their bill and contact Houston Public Works if they have questions, need to set up a payment plan or want to apply for assistance. Those who believe their bills remain incorrect should raise disputes through the phone number provided by the utility.
For neighborhoods where multiple households are affected, community organizations and elected officials may help residents navigate available aid and advocate for temporary leniency or expanded assistance options.
The city did not release a detailed schedule of disconnections or a neighborhood-by-neighborhood list of when shutoffs would occur. Houston Public Works said its priority remains restoring accurate billing and collecting payments while offering avenues for customers to resolve issues without losing service.
