Council’s Plan to Address High Utility Bill Concerns and Available Resources for Residents

Gilbert, Ariz.- The Mayor and Council want to thank Gilbert residents for taking the time to voice their concerns about increased water bills during the Tuesday, October 14,Council Meeting.

Manywater-related changes have happened in recent months and addressing the root cause of higher-than-normal bills is equally important to us as it is to our residents. We recognize the frustration this has caused and are dedicated to developing solutions that secure Gilbert's future water supply while providing the best service our residents deserve.

To ensure complete transparency and accountability, the town has taken proactive steps to address residents' concerns.

AMI radio and meter audit. The town will hire an independent third-party auditor to conduct a comprehensive review of all AMI radio and meter systems. After the audit is completed, we will openly share the results with the community through the town's communication channels.

Customer support expansion. Our goal is to ensure every question is answered and every customer feels supported. To better assist you, we will be expanding our customer service team, allowing more staff to respond quickly to your calls and emails regarding billing or other concerns.

High water consumption alert system. We are in the process of reactivating automated alerts in our new system that will notify our Customer Service team of high-water usage before bills are issued. We expect this system will be up and running by the end of the year.

No disconnections or late fees. We understand that some customers are still managing their payments. Rest assured, Gilbert will hold off on charging late fees or disconnecting services until the third-party audit is completed.

If your bill is higher than usual, we encourage you to take the following steps:

Step 1: Verify your water usage by logging into the new billing portal or reviewing your paper bill to compare year-over-year usage and ensure it is roughly the same as last year this month.

Step 2: Perform a leak check by turning off all water in your home. Check your meter and if it's still moving, that indicates there's a leak. Common leaks occur in toilets, irrigation systems, and outdoor faucets.