Bulawayo residents cry foul over estimated bills

Bulawayo residents have renewed complaints over the city's water billing system, arguing that disputed and estimated bills continue to burden households despite recent improvements in water availability.

The concerns have been raised by the Bulawayo United Residents Association (Bura), which says residents are increasingly frustrated by what they regard as unfair and unexplained charges, with some households reportedly facing legal action and property attachment over outstanding accounts.

Bura chairperson Winos Dube acknowledged that the city had made progress in reducing water-shedding periods but said billing disputes remain a major source of tension between residents and the local authority.

"There is an issue in the city concerning the water situation. Of late, we have seen an improvement in water shedding which has been reduced from one week to three days," Dube said.

"The issue which is there is that most people have been served with final demands and summons.

"Some have even gone on to experience attachment of their property because of these bills."

According to Dube, many residents continue to question the basis upon which their water bills are calculated, particularly where estimates are used instead of actual meter readings.

"The main concern has been the billing system. It has been raised over and over again, but it looks like there is no rectification," he said.

"Even when people are faced with final demands and summons, they complain that they are being affected by bills which they are not happy with and do not understand how they have been arrived at."

Residents' concerns come amid revelations from the City of Bulawayo that a substantial proportion of water bills issued during 2025 were based on estimated consumption rather than actual meter readings.

Council figures indicate that more than one million water bills issued between January and December 2025 were estimated, representing approximately 69% of all accounts generated during the period.

In some months, the proportion of estimated bills reportedly exceeded 80%, highlighting ongoing challenges with meter reading and revenue collection systems.

The issue has become particularly contentious in Bulawayo, where residents have endured years of water shortages caused by drought, ageing infrastructure and limited water supplies.

Many households argue that high charges are difficult to justify when water delivery remains inconsistent in several suburbs.

Under council regulations, residents who fail to settle outstanding accounts risk water disconnections, while long-standing arrears can result in legal action, including summons and property attachment.

Responding to the concerns, Bulawayo mayor David Coltart and deputy mayor Edwin Ndlovu said the municipality was committed to ensuring billing accuracy and addressing discrepancies where necessary.

"The City of Bulawayo makes all efforts to ensure that bills are accurate and even in instances where estimations are made for water consumption, adjustments are thereafter made in the month when the actual meter reading has been done," they said in a joint statement.

The city authorities also emphasised that municipal bills comprise several charges beyond water consumption alone, a factor they said residents should consider when reviewing their accounts.

"Residents are, however, encouraged to visit the nearest Revenue Office to discuss any areas of concern as billing is carried out on a property-by-property basis," the statement added.

The dispute over estimated billing highlights broader challenges facing local authorities across Zimbabwe as they attempt to balance revenue collection with service delivery in an environment characterised by ageing infrastructure, resource constraints and increasing public scrutiny.

For many Bulawayo residents, however, the central concern remains simple: paying only for the water they actually receive.