I read the response from the Monroe Water Dept. to you regarding the inquiry of the water bill/policy.
I realize that such a detailed response may show the respondent's time and effort into the research of the inquiry as well as their explanation of the events. At the same, depending upon the reader, it may simply look as a defense or justification of the department's actions.
I don't know the parties involved in this case or the exact circumstances. However, in my experience, in situations like this, each side has an aspect of the truth. I venture to say if you got each of the parties involved and talked to them heart-to-heart both would say they share responsibility in how the situation was handled.
If you are able and open to review this particular matter in a greater context with the powers that be in Monroe, perhaps the following could be addressed.
Instead of a lengthy dissertation on the Water Dept's actions,I suggest a brief summary would have sufficed. Sometimes too much of an explanation appears as a mountain of information that buries the key points.
Continuing, while it may go against the norm on how things are done in the municipality, I would have liked to have seen stated in the response something to the effect : " While we feel that the Water Dept handled the situation appropriately and within policy, we ( I) will look into the matter to see if there is a better way to implement our communication with customers in general and this resident in particular to assure that our directives are achieved and the customer's needs met."
If such a statement were written and followed up in sincere manner of looking to what is best for both parties, then I believe each side would walk away with their needs met along with mutual respect and understanding of each other's position.
Thank you for your consideration and time.