The Hingham Board of Water Commissioners convened on Tuesday, November 4, to address a significant communication error that resulted in approximately 3,000 Hingham residents receiving an incorrect winter service termination notice. The letter, mistakenly sent by the town's water system operator, Veolia, was intended for customers in New Jersey.

During the meeting, an official identified as Russ explained the mix-up to the board. "A letter actually was sent out to about 3,000 of our customers talking about a winter shutdown, a shut off...program," he stated. "It was only supposed to go to New Jersey residents, but actually got sent to some of our residents. So, we had asked Veolia to draft a letter of apology and explain to our residents what happened." The board reviewed the draft apology letter, which will be sent only to the affected households to avoid further confusion.

Commissioners expressed their satisfaction with the proposed letter while ensuring proper procedure was followed. "I've reviewed it and gone over some things with Russ and I think it looks very good," said Commissioner Julie Stley. Commissioner Liz Klene concurred, adding, "I've also reviewed the letter. It looks fine." Board Chair William Ramsey confirmed the next step involves a final legal review by the company. "If they make any substantive change to it, could you bring it back to us again to take a look at it?" Ramsey asked, emphasizing the need for board oversight. Russ assured the board he would stress the time-sensitive nature of the letter to Veolia's legal team.

The board began its brief session by addressing routine business. Motion Made by Chair William Ramsey to approve the minutes dated October 28th, 2025. Motion Passed 3-0. With no members of the public offering comment, the meeting concluded shortly after it began. The meeting was adjourned.