Although we’re excited about the new features our billing software and customer portal bring, we know that any transition comes with challenges. We will keep the section below updated with sources of confusion, along with the latest known technical issues and what we're doing to resolve them.
Town Manager Update
The Town Manager provides regular updates on billing challenges and progress at Town Council meetings which are livestreamed on YouTube.
- Click here to view the most recent and archived updates.
Changes to Bill Design
The utility bill was redesigned in July 2025, with the goal of providing customers with a complete picture of their charges. After seeing the new design in practice, we recognized the need for additional changes that we'll be working toward over the next few months.
The list below outlines changes that were made during the redesign, and additional changes to come.
- Service Period: In the old bill design (prior to July 2025), a date range was shown for both electric service and water service. In the new bill design, the Service Period column displays a date range for electric service only. (Note: if a customer does not have electric service, the dates for water service is shown instead.) To view the number of days in your billing period for each service, take a look at the 'Days' column in the Metered Services area of your bill. In future redesign, we hope to show service periods dates for both electric and water service.
- Base Charges: The new bill design (bills dated July 2025 and later) presents your base charges in a different way. Base charges are now broken down under the 'Non-Metered Services' section of the bill. Some customers have shared concerns that these are 'new' charges since they were not itemized in the previous bill design (prior to July 2025). However, they are not new. Utility bills have always included base charges for water, sewer, and electric service - these are monthly charges that remain the same each month, regardless of a customer's usage. In the old bill design, those charges were rolled into the total service charges. Base charges are updated each year, and can be found in the current Fee Schedule.
Changes to Application of Solar Credits
The original intention of the town's solar credit program was to apply solar credits only to electric usage charges. However, limitations in our previous billing software could not prevent solar credits from being applied to other areas of the bill, like electric base charges, water, or solid waste.
The town's new billing software allows credits to be applied as originally intended. Beginning with the July 2025 utility bill, solar customers will notice a difference in how their solar credit is applied. Solar credit will be used only to offset electric usage charges. A letter was mailed to all solar customers explaining this change in July 2025.