Saugus homeowners are opening their spring water bills and doing double takes, with some residents saying their latest charges have suddenly jumped into the hundreds or even thousands of dollars. The spike on the most recent semi-annual bills has longtime owners and condo residents scrambling for explanations, from hidden leaks to billing mistakes to fallout from the town's ongoing water meter upgrade. Town officials say they are reviewing the complaints while urging customers to scrutinize their usage and call the utility office with concerns, as per Boston 25 News.
Several residents told reporters that their new bills are wildly out of line with what they usually pay. Mario D'Amelio said his latest charge came in at $900. Deb Fauci told a television station she received bills of $6,800 and $5,800, totaling more than $12,000. Susan Campbell said her bill included a notice that Saugus is installing new water meters and that she must schedule her installation for next week. These accounts and the response from the Board of Selectmen were detailed in reporting by Boston 25 News.
Town says it is swapping out aging meters
Saugus is in the middle of a mandatory water meter replacement and Advanced Metering Infrastructure (AMI) program that will upgrade roughly 9,700 meters and roll out a customer portal that can send leak alerts. In a March 2025 public notice, the town says installations are free, will be handled by Mass Installation, Inc., and are intended to improve billing accuracy while giving customers daily usage tools. The Town of Saugus says the new meters should help catch leaks and reduce unaccounted-for water over time.
Why swaps can trigger surprise "true-up" bills
Other communities in Massachusetts have already learned the hard way that new meters can translate into eyebrow-raising bills, especially when utilities correct years of estimated readings. Once fresh equipment is in place, it can simply register water usage that older, less accurate meters missed. Reporting in Somerville and other cities shows that after meters are replaced, or when long stretches of estimated billing are reconciled, residents can receive back-to-back invoices or "true-up" charges that are far higher than their historical bills. See coverage from CBS Boston for similar cases.
Frank Federico, a member of the Board of Selectmen, told reporters he has called for a "thorough review" to figure out what is driving the Saugus spikes and how to respond. He noted that steep bills hit especially hard in a community where roughly 20% of residents are seniors. Boston 25 News reports that the town manager's office had not responded to requests for comment at the time of its story. Federico said he is "hopeful this is the result of an error" and that officials will push for a fair outcome for affected households.
What residents can do
The Saugus Water Department is directing customers with questions to call Treasurer/Collector Utility Billing at 781-231-4139 or DPW at 781-231-4143, and to review their online billing history and meter replacement information. Because the town bills on a semi-annual schedule, corrections can show up as a single, very large invoice. Department pages also explain how to arrange final readings and schedule meter appointments. Residents who spot unexpected charges can request a reading, sign up for usage alerts once a smart meter is installed, and contact utility billing to talk through next steps. The Town of Saugus provides contact details and instructions.
For many local families, the bills are already creating real financial strain, and neighbors say they plan to keep pressing town leaders for explanations and adjustments where warranted. Members of the select board say they will continue to monitor the issue as meter installations move forward across town.
