Gilbert Invites Residents to Utility Listening Sessions This November

Gilbert, Ariz. - The Town of Gilbert is launching a series of Utility Listening Sessions to hear directly from residents about their water and utility experiences.

These sessions will provide residents the opportunity to engage in two-way communication with council members and Town staff, allowing them to share their concerns and receive personalized support. Onsite customer service will also assist residents by reviewing their utility dashboards and account details in the new billing portal and provide resources to assistance.

Listening Session Dates:

Date: Saturday, November 15
Location and Time: TBD

Date: Wednesday, December 3 | 10:00 AM-1:00 PM
Location: Santan Vista Water Treatment Plant
3695 E Ocotillo Rd, Gilbert, AZ 85298
Facility tours will be provided

More information, including registration links, will be available soon.

Audit Update

In addition to the listening sessions, and as part of Gilbert's commitment to transparency and service improvement, the Town is moving forward with a third-party audit of its water meter and AMI systems.

Staff will begin interviewing firms on October 30, 2025, and plans to begin contract negotiations immediately after selecting a firm with the goal of beginning audit work the week of November 3, 2025. The town will continue to provide regular updates as more information becomes available.

Expanded Customer Support

To assist residents within a timely manner, Gilbert is expanding its customer support:

The Utilities Customer Service team is bringing on five temporary staff members to assist with phone and email inquiries.

The Water Resources and Conservation team is currently assessing vendors to help increase the number of Water Efficiency Checkups conducted daily. One vendor has been selected and more are being evaluated.

To received updates in your inbox, please sign up for Gilbert's e-newsletter.