Page 4 THE SAUGUS ADVOCATE – FrIDAy, AprIl 17, 2026 Water Bill Woes Town Manager Crabtree has hired an outside firm to review water meter-related and billing issues By Mark E. Vogler to see if he would put a 90-day hold on people paying those B oard of Selectmen Vice Chair Anthony Cogliano has called on Town Manager Scott C. Crabtree to give a three-month grace period for residents who have recently complained about high water bills. Cogliano made the request at last week’s Board of Selectmen’s meeting (April 8) on the same day that Crabtree had put out a press release announcing his department is doing a comprehensive review of the complaints, including hiring an outside firm to do an investigation. “I know the manager said that a couple of people had been granted abatements on the water bills,” Cogliano told his fellow board members. “I know that there are several others out there. I would like bills,” he said. “There’s one business owner on Route 1. His bill went from $2,000 to $38,400. So, obviously, there’s an issue there. I know the manager is looking into it. But there are several others in the town – not just that one – who have issues in the town,” he said. Selectman Frank Federico offered to “piggyback” on Cogliano’s call for a grace period to be allowed to homeowners who have complained about high water bills recently. “In regard to that, if we could actually maybe expand on that – if the town manager would be willing,” Federico said. “So, he [Crabtree] did mention in his statement that he’s hiring an outside party to come in and investigate it. Granted, that could take a portion of time. So maybe instead of saying 90 days, 30 days after the conclusion of that investigation,” he said. “We’re talking a substantial amount of money for a lot of people. Considering that Saugus has over 20 percent seniors on fixed incomes, it’s very concerning asking them to pay for it. I trust his expertise in this… in a plan to assist them. Maybe 30 days after that investigation concludes.” Board of Selectmen Chair 50 Debra Panetta said the town manager “has been working diligently on this ever since we all brought this to his attention.” “So, I think that he will work with us to try to alleviate this. People need to take a look at their bills. I didn’t have an issue. My bill is about the same as it usually is. But I know there are others that have had issues,” she said. In his press release, Crabtree asked residents who believe their bill may be incorrect to contact the Town of Saugus directly at 781-231-4135 so staff can review the account details. To help Town staff respond quickly, residents should be prepared to provide: · The service address and account information · A brief description of the concern (for example, “Bill seems unusually high compared to prior periods”) · Any relevant context (such as a known leak that was repaired, occupancy changes, etc.) Residents may also wish to check for common causes of higher-than-expected water usage, including running toilets, irrigation issues or household leaks. Even small leaks can add up over time, the town manager said. “We hear our residents, and we understand why people are concerned,” Crabtree said. “The Town’s staff began looking into these concerns as soon as they were brought to our attention, and we are committed to a thorough review. If any issues are identified – whether related to billing calculations, meter readings, or the meter replacement process – we will take appropriate corrective action.” Town staff from the Water Department and Treasurer/ Collector’s Office are actively reviewing billing questions and resident inquiries as they are received, according to Crabtree. “In addition, the Town has engaged an outside firm with expertise in water metering and billing systems to conduct a broader review of the Town’s water meter replacement program and billing processes, including: “· Reviewing the water meter installation process and related procedures “· Evaluating meter reading and data transmission methods, including the associated technology and software “· Assessing billing calculation processes to identify any irregularities or anomalies “· Reviewing accounts formally submitted to the Town for abatement consideration and conducting audit sampling to confirm accuracy and consistency” The town manager noted, “This type of review is involved and significant and takes time to complete as it includes data analysis, audit sampling, and third-party evaluation. The Town will share updates as findings become available and will continue to address individual resident concerns in the meantime.” “Our goal is to be transparent and responsive,” Crabtree said. “Residents deserve answers, and they deserve confidence that their concerns are handled professionally and fairly.” For questions about a water bill or to request an account review, residents should contact the Water Department in the Treasurer/Collector’s Office at 781-231-4135 during regular business hours. Spring is Here! 10 Everett Ave., Everett 617-389-3839 Celebrating 67 Years in Business! n Roofing fng
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