Lake Jackson’s City Council voted Nov. 3 to adopt a written utility policies and procedures document to standardize how the city handles customer leak adjustments and unexplained high-usage credits.

City staff told the council the proposed policy would formalize longstanding practices and limit adjustments to one leak adjustment per 12 months and one unexplained high-usage adjustment “once in a lifetime” to ensure consistent treatment. Staff said the policy would be accompanied by a standard operating procedure for implementation and recordkeeping; the utility supervisor, Wesley, was introduced as the staff point of contact.

Council discussion focused on appeals and elected-official responsibility. One council member said, “the buck stops with the council, not with the staff,” arguing that unhappy customers should have a route to elected officials. Other council members and staff responded that the policy gives staff clear parameters to administer billing equitably and that citizens can ask the council to change a city policy if they disagree with it.

Councilwoman Seth moved to adopt the utility policies and procedures related to utility bill leak adjustments; Councilman Buell seconded. The motion carried by voice vote.

Why it matters: The written policy is intended to create consistent, documented treatment of leak and high-usage adjustments, limit repeat exceptions and provide staff with a clear process for customer requests. Staff said they track adjustments in customer files and will combine related policy proposals for future council review if ordinance changes are needed.