national multiple family submetering and allocation billing program ...

proportion were unsure, 37% from submetered properties, 51% from RUBS properties, and 40%
from hot water hybrid properties. Those who reported they paid a service charge were asked
how much the fee was. The average amount reported was about $4.00; $3.91 by residents of
submetered properties, $4.61 by residents of RUBS properties and $4.17 by residents of hot
water hybrid properties.
Those completing the questionnaire were asked their opinion about they way in which
they were billed for water. Satisfaction was highest among utility-submetered residents (54%),
followed by in-rent residents (46%), submetered residents (39%) and RUBS residents (37%).
Dissatisfaction was highest among those living in hot water hybrid properties (50%), followed by
residents of RUBS properties (39%), residents of submetered properties (31%), with only 14% of
residents of in-rent properties saying they were “dissatisfied.” These results are shown in Figure
4.16
60%
Percent of Surveyed Residents
50%
40%
30%
20%
10%
45.6%
40.0%
14.4%
39.4%
29.7%
30.9%
37.1%
23.6%
39.4%
27.4%
22.6%
50.0%
53.4%
30.1%
16.5%
38.9%
26.6%
34.5%
0%
In-rent (or HOA)
N=90
Submetered
N=340
RUBS
N=734
Hot-water hybrid
N=84
Utility-Submetered
N=103
ALL RESIDENTS
N=1351
I am satisfied with the way I am billed for water
I have no opinion about the way I am billed for water
I am dissatisfied with the way I am billed for water
Figure 4.16 Resident satisfaction rates by water billing method
96