HENDERSON, KY, January 31, 2025– Henderson Water Utility is informing a portion of their customers of a potential error that has affected water billing since the installation of new water meters last summer, according to a news release from the City of Henderson.
The issue, caused by a technical error from the meter manufacturer, has resulted in water meters underreporting water usage. As a result, a number of customers have been billed for less water
consumption than they have actually used. The error is being addressed immediately, and HWU is working to reprogram the affected water meters.
Once the meters have been reprogrammed, affected customers will receive a catch-up bill reflecting the difference between actual water usage and the amount previously billed.
All customers impacted by this error will receive a letter in the mail explaining the situation and what to expect moving forward. If customers do not receive a letter within the next
month, their water meter has not been affected.
What Happened?
From June through September 2024, Henderson Water Utility installed 3,600 water meters across the city of Henderson to improve billing accuracy and efficiency.
Unfortunately, a technical issue from the manufacturer has caused a miscalculation, leading to the meters underreporting actual water usage by a factor of ten since installed. For example, if a customer consumed 3000 gallons of water a month, the meter was reporting 300 gallons to the billing system.
What Is Being Done?
Henderson Water Utility is reprogramming approximately 150 water meters each day to correct the programming error as quickly as possible. As of January 31st, 2025, 1900 meters have already been reprogrammed with 1700 meters remaining.
Once a customer’s water meter is reprogrammed, they will receive a catch-up bill in the mail. This will not be separate from the normal utility bill received each
month.
Customers will see the catch-up amount included on their monthly statement.
With a total of 3600 customers affected, all water meters will be reprogrammed within the next 2 months.
The City of Henderson and Henderson Water Utility understands this may create an unexpected financial burden for some customers. Flexible payment options will be offered for customers who need to spread out the cost of the catch-up bill.
Customer Support
For more information or assistance with billing inquiries, affected customers can contact the City of Henderson at 270- 831-1200. Customer service representatives are available to discuss payment options and answer any questions from customers.
Henderson Water Utility is dedicated to working with customers to resolve any concerns and ensure fairness during this process.
Customers can contact HWU at 270-826-2421.
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