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City of Gardner Working to Address Water – Sewer Billing Concerns
The City of Gardner MA released an update on August 11, 2026 regarding water and sewer utility bills:
“Water & Sewer Billing Update
The Water Department would like to address concerns that have recently been raised regarding water and sewer utility bills.
Over the past several weeks, our office has identified billing calculation errors affecting some customer accounts. We understand that receiving an unexpected or inaccurate bill can be frustrating, and we appreciate the patience and understanding of residents who have contacted us while we work to resolve these issues.
After reviewing our billing processes, it became clear that certain billing calculations and account adjustments were not consistently completed in accordance with City procedures. As a result, some accounts may have been billed incorrectly. We are addressing these issues as they are brought to our attention and are working to correct affected accounts and issue revised invoices when necessary.
Since these issues were identified, the City has taken immediate steps to strengthen the billing process. These measures include implementing additional review procedures, verifying account calculations before bills are issued, and conducting a thorough review of affected accounts to ensure billing accuracy moving forward.
There has also been a staffing change within the billing office. The City is working to strengthen oversight and accountability within the department. We have conducted interviews for a candidate to lead the billing department and anticipate filling the position within the next week.
If an error is identified on an account, we will work diligently with the customer to review the account, explain the billing, and make any necessary corrections. If our review determines that a customer has been overcharged, the appropriate credit or adjustment will be applied to the account. Likewise, if we identify a discrepancy that requires clarification, we will work directly with the affected customer to explain the account and answer any questions.
We take these concerns seriously and are committed to ensuring that residents receive accurate bills and responsive customer service. The City is committed to increasing accountability, strengthening internal review procedures, and providing accurate, transparent, and dependable service to our residents.
We appreciate the community’s patience and cooperation as we work to correct these issues and improve our billing processes”