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AGENCY TESTIMONY
Water billing, collections, and affordability programs
0:24:10
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175 sec
Commissioner Aggarwala outlines DEP's efforts to improve water billing, collections, and affordability programs for New York City residents.
- DEP is working to improve customer service and make bill payments easier.
- The department offers several affordability programs, including the Home Water Assistance Program and the Multi-Family Water Assistance Program.
- Flexible and customized payment plans are available for account holders behind on payments.
- DEP has initiated a water shutoff program for chronically delinquent customers, recouping over $18 million and securing $21 million in payment agreements.
- A lien sale is planned for May 2023, with 17,970 delinquent customers owing over $450 million in open charges.
- The department emphasizes that customers can avoid lien sales by entering into payment agreements or making minimum payments.
Rohit Aggarwala
0:24:10
Most of our work is paid for by water and sewer payments, not city tax living.
0:24:14
As such, it is critical that we maintain a reliable funding stream and ensure that everyone pays their bill.
0:24:20
We have worked this year to improve our customer service and make it as easy as possible to pay water bills.
0:24:26
We are making major capital investments to replace our aging automated automatic meter readers, now at the end of their useful lives to reduce estimated bills.
0:24:35
We offer several affordability programs including the home water assistance program and the multi family water assistance program.
0:24:43
We offer flexible and customized payment plans to any account holder who is behind on payments.
0:24:48
I'm pleased to say we have worked especially hard to address our largest delinquent customers including reaching the final stages of resolving a long standing dispute with the port authority about its water bill.
0:25:00
Unfortunately, some people choose not to pay their water bills, passing on their portion to their neighbors and that is not fair.
0:25:07
If some people do not pay their water bills, the cost must be borne by those who do, eventually raising rates.
0:25:14
Last year we initiated a water shut off program, shutting down service on chronically delinquent customers.
0:25:19
We have been able to recoup more than $18,000,000 and secure another $21,000,000 in payment agreements through shutoffs thus far.
0:25:28
We are continuing this program this year after pausing for the winter.
0:25:32
It is never DEP's goal to shut off service, but this remains an important tool for ensuring that people pay their fair share and keep rates fairer for all New Yorkers.
0:25:42
Thanks to the council's help, we are partnering with DOF and HPD to hold a lien sale this year to recoup more owed money.
0:25:49
This year's lien sale will be in May.
0:25:52
Outreach began last month with notices sent to everyone on the lien sale list.
0:25:56
After several years of no lien sales, this year's is potentially the largest ninety day lien sale list in DEP's history.
0:26:04
There are 17,970 delinquent customers with over $450,000,000 in open charges.
0:26:11
Our goal is not to sell liens or shut off water but it is to have all customers come into good standing up to until the day before the sale.
0:26:21
Anyone who pays their balance or enters into a payment agreement will be removed from the lien sale list.
0:26:26
A customer does not need to pay their entire balance to be taken out of the lien sale.
0:26:31
They can be taken off the list by making the minimum payment amount or by working with our customer service team to enter into a payment plan.
0:26:39
We want people to enter payment plans and as I mentioned these plans are customized to be manageable with a customer's unique circumstance.
0:26:48
Customers can even enter into a zero down payment agreement.
0:26:51
We have been reaching out to rate payers who are on the lien sale list and we invite the council's assistance to engage with them.
0:26:58
In addition to increasing collections, we are also keenly aware of our responsibility to manage our costs through efficiency improvements.