With regard to the water bills: If you spot a $4 discrepancy or a rate that looks “off” on your statement, do not wait. Call the billing office immediately. While the City of Gardner expects it will take about three more billing cycles to fully audit the system, they are correcting individual errors and issuing credits – interest free – upon request.
Technology Transition: The city is also transitioning from manual water meter readings to “drive-by” technology which will get around the problem of scaling massive, frozen snowbanks and being chased by neighborhood dogs.
The Big Water Bill OOPS of 2026 Discussed at Gardner Public Service Committee
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The Water Bills Problem Explained in Detail
DPW Director Dane Arnold reported significant delays and errors in the water billing office, which has fallen two to three billing cycles behind. Some of the issues reported: Software Glitches – a January upgrade to the “Munis” software system caused import errors for meter reads, leading to a backlog. Staffing Issues: DPW is currently managing significant turnover, including a vacancy for the leader biller position. Interviews are ongoing, but new hires will require extensive training. Billing Inaccuracies: Due to the system errors, some residents were billed at outdated rates or received “stimated” bills incorrectly marked as “actual” reads. Resolution Plan: The City estimates it will take approximately three months to identify and correct all individual billing errors. In the Meantime: Overcharged customers will receive credits, and no interest will be charged on accounts affected by these errors. Abatements on hold: Abatements for leaks or high usage are currently frozen (held without interest) until the billing office is restaffed and the system is stablized.
Other items taken up by the Gardner Public Service Committee included critical infrastructure projects and municipal service updates, primarily focusing on National Grid petitions for new utility poles on Park Street and Betty Spring Road. The Department of Public Works provided an update on a $1.6 million paving plan and the mandatory removal of underground storage tanks to comply with environmental regulations. Additionally, the committee reviewed a $1.3 million funding gap for wastewater plant upgrades as the estimated cost is now $5.9 million and grants will pay $4.6 million. The session also addressed concerns regarding the impact of the ongoing drought on local reservoirs with Crystal Lake at historically low levels and the Pearl and Cowee reservoirs also significantly depleted. The public is urged to limit outdoor water use. Discussions also touched on ADA compliance improvements for city parks and the resolution of recent water quality complaints linked to seasonal algae growth. View the infographics below for more detail. CLICK an IMAGE for larger view.
