Texas Water Utilities restores assistance programs page after customers alert 13 Investigates

HOUSTON, Texas (KTRK) -- More than 40 additional complaints about water rate increases were filed with the state's public utility commission after 13 Investigates aired a story highlighting the fees Texas Water Utilities is passing on to customers.

Customers of the private water company shared their bills with 13 Investigates, which showed about $138 a month in base fees alone. That means customers are charged about $138 in fees before ever using a drop of water.

When Eyewitness News asked Texas Water Utilities about the fees last month, the company mentioned its water assistance program for low-income residents or residents aged 65 or older.

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Customers who saw the story after it aired said they tried to apply for assistance, but that portion of the Texas Water Utilities website was gone.

In late November, the website Texas Water Utilities shared with us showed that up to $40 a month in assistance was offered to low-income customers or customers 65 years or older.

Christina Mann, who lives in Point Blank, Texas, is a Texas Water Utilities customer who reached out to 13 Investigates after trying to apply for assistance for seniors.

"If you went on their website, they shut that down," Mann said.

Jill Batson is also a Texas Water Utilities customer in Trinidad, Texas, about 70 miles southeast of Dallas.

Batson said she decided to apply for senior assistance because her water and sewer bill is about $170 a month in winter and even more in summer.

When she called the company asking for assistance, she said they told her the program had not existed for years.

"I figured they got a lot of phone calls and they decided to disappear," Batson said.

We reached out to Texas Water Utilities to ask about Batson's experience trying to apply for help. On Tuesday, the company said its website was under construction and that there must have been a misunderstanding during Batson's call because the program is still active.

They said Batson should call them back to inquire about assistance.

Batson called on Tuesday, and they sent her an application to apply for assistance, but it no longer says you qualify just because you're 65 or older. Now the program is only income-based for residents of all ages.

This week, the assistance website was restored, and residents can apply for assistance directly online.

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