Audit requested after Metro water bill increase

An independent audit into the billing and collection process has been requested after several Metro Water customers expressed concerns with high bills.

Council Member Courtney Johnston said on Facebook that she has received numerous complaints about high water bills.

News 4 Investigates is closely following this story.

Concerned viewers contacted News 4 Investigates seeking answers as to why their water bills increased drastically. Viewers told News 4 Investigates their water bills tripled and some totaled more than $500.

News4 gets answers from Metro Water after furious customers complain about bills

Metro city leaders are demanding something be done to address unusually high water bills facing hundreds of people throughout Nashville.

Metro Water Director Scott Potter informed Johnston that he requested the Metropolitan Office of Internal Audit to conduct an audit of Metro Water Services billing and collection processes. Potter added the audit division has agreed to do the audit. Johnston took to Facebook and made the announcement on Thursday after what she described as 'a productive meeting' with Potter. 

“This audit will provide an independent, third-party assessment that may provide public reassurance as to the accuracy of current process or potentially identify portions that may require improvement. We look forward to working with the Office of Internal Audit on this project,” Potter told News 4 Investigates.

Any customer, who feels their bill is high, is asked to call the Metro Water customer service number. However, customers should keep in mind they’re operating at half capacity, due to the COVID-19 pandemic and conversations make take longer than usual.

Sonia Allman, who is a Spokesperson with Metro Water, gave News 4 Investigates a statement.

"Metro Water Services has received a substantial number of questions regarding higher water and sewer bills this summer. Based on the accounts we have reviewed, the majority of the high bills are due to the new rate structure and increased summer water use.

Our customers expect and deserve accurate bills. To ensure our billing processes are sound, Director, Scott Potter, has requested that the Metropolitan Office of Internal Audit conduct a Billing & Collection Audit.”

News 4 will continue to follow this story.