If it's just Chlorine, then he could very well be boiling the bad stuff out, as he calls it. That is to say that Chlorine is fairly volatile and boiling can get rid of it. However, Chloramine is supposed to be much less volatile, and boiling is not effective. So it's important for him to know for sure which his water department is using.
Also, when you say his pH is 7.7, that's the pH of the water, not the mash. When he adds the grains, his pH will drop. How much depends on the acid content of the malts.
His flavor problem may just be a simple imbalance of flavor minerals. It's REALLY hard to tell without a water profile and recipes...
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