by Jon Baliles

The cityโs Department of Public Utilities had perhaps their worst week since the January 2025 water crisis this past week (the May boil water advisory is close) and, like the big crisis, it may last a while and require an after action report to figure out just what happened to keep it from happening again. We have commended Mayor Avula and DPU Director Scott Morris for righting the ship when it comes to the reliability of the water plant to function as intended and the cityโs ability to keep the water flowing since the crisis. They took a deserved victory lap in January about how much progress had been made and the water plant endured through one the nastiest ice storms we have seen in decades (unlike the two inch snowstorm that brought the water plant down when less competent people were in charge).
But just when you thought it was safe to go back in the water, the city suffered another self-inflicted wound in the last month. They tried to get their error past the goalie without anyone getting wise, but the people of Richmond were watching and paying attention, as they usually are. Instead realizing the mistake and proactively dealing with the mess they created and get out ahead of it, the city tried to keep the problem silent. It began on May 21 when the city issued a press release about DPU transitioning to new back office systems โto improve customer service operations and streamline field service management for utility customers across the city.โ
You may recall back in November 2025 DPU was dealing with billing issues related to about 5,000 customers in Southside with faulty meter readings after new and updated meters had been installed. Chief Administrative Officer Odie Donald said issues and problems can always arise, but also pledged:
โOur goal is to deliver best in class service to our customers. Service rises to elite status, when we proactively correct issues and our customers can have confidence that we will do what it takes to get it right. This small adjustment is the first step in building that transparency and trust with our customers.โ
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