It all boils down to this: machines and people can make mistakes. What matters is how you own it, fix it, and move forward. That said, one mistake is enough.
If we expect residents to trust us with their utility service, we need to earn it. Every month.
I directed staff to review prior electric bills to ensure this wasn’t a pattern. It wasn’t. Bills going back at least one year are accurate.
Utility billing issues aren’t new in Grafton. Years ago, the Village discovered water meter retransmitters that weren’t working properly. Some accounts were billed zero usage for an extended period before the issue was caught. When it was caught, council voted they needed to pay it. Needless to say, folks were madder than a wet hen.
By contrast, this electric billing error was identified and corrected within two days.
That didn’t happen by chance.
It happened because we have stronger oversight in place, and because of sharp people paying attention. Our new Financial Analyst, Yaya Grace – a Grafton resident – questioned the numbers without prompting. Her instincts told her something wasn’t right. She dug in and found the issue. She passed that football to Sam, our Utilities Clerk, who quickly corrected the issue, readjusted the bills, audited the year lookback, and she’s getting that to residents in the mail tomorrow. Way to go team!
If you see Yaya and Sam out and about, give them a high-five!
Going forward, I’ve directed staff to implement an added audit process before bills are released. Calculations will be documented and peer-reviewed before billing. If something doesn’t add up, it doesn’t go out. I pay these utility bills, too, so I’m in the same boat!
We’re all in this together. This Village runs on trust, and we intend to earn it with ownership, transparency, and steady work. That’s the only way I operate, so let’s keep chugging along, Grafton. If we hit a bump in the road, we just keep moving. The gerbil is running in the habitat wheel, and we’re getting the electric back up and runnin’.
Stay strong Grafton.
With Respect,
Mayor Charlie Duke