City of Bellingham Public Works Department employees repair a broken water main at the intersection of 21st Street and Wilson Avenue on Thursday morning Dec. 6, 2018, in Fairhaven, Wash. (Paul Conrad/Paul Conrad Photography)

Utility Customer Survey

In April 2025, we launched a utility customer survey to our residential utility customers to gauge satisfaction levels, values, priorities, and preferences for their utility services.

Utility services provided by the City of Bellingham include drinking water, wastewater, stormwater, and Lake Whatcom watershed protections.

The survey was done in anticipation of increased utility rates to support much needed upgrades of the City’s utility infrastructure, including replacement of the decades-old water distribution system, upgrades to our wastewater solids handing processes, and expansion of our water storage capacity.

From April 29 – May 9, 2025, DHM Research conducted a mixed mode survey of 400 residential utility customers in the City of Bellingham. This is a sufficient sample size to assess customer opinions generally and to review findings by multiple subgroups including age, gender, race/ethnicity, income, housing status, and area.

The survey was translated into the top 5 languages spoken in Bellingham other than English and offered in all languages across all survey modes.

Key Findings

Community Mood

  • 84% of residents rate quality of life in Bellingham as “good” or “excellent.”
  • The City is seen as doing well in parks, public safety, and environmental protection.
  • 64% say the City is doing a good or excellent job in water and sewer utility services.

Utility Service Awareness & Satisfaction

  • 73% of residents are aware their service includes drinking water; fewer are aware of wastewater (57%), stormwater (48%), and Lake Whatcom protection (42%).
  • 81% are satisfied with overall utility service, citing reliability and water quality.
  • Dissatisfaction (16%) is primarily due to rising costs and affordability concerns.

Top Service Priorities

Residents rate the following as most important:

  • Providing safe drinking water (98% important)
  • Ensuring a reliable supply (96%)
  • Keeping bills affordable (96%)

However, affordability and infrastructure upgrades are seen as areas needing improvement.

Future Priorities

Residents want the City to:

  • Stay ahead of regulations (55%)
  • Plan for climate resilience (51%)
  • Offer more bill assistance programs (47%)

Utilities Provided

Your utility bill includes charges for four services:

  • Water
  • Lake Whatcom Watershed
  • Sewer
  • Stormwater

Each utility service has a fee based on the cost to provide that service to you, the utility customer. Rate studies for each utility establish the rates to cover cost of service, maintenance, and operation.

Resources

For more information on a specific utility, please visit the sections below:

Contact

Questions or feedback? (360) 778-7700 or askpw@cob.org

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