Gilbert, Ariz. — The Town of Gilbert understands the concern many residents are feeling about their recent utility bills. We want to reassure our community that identifying and resolving any billing issues is a top priority, and our staff is here to help.

Gilbert has a well-established process in place to investigate unusual spikes in water usage. The first and most important step is for residents to contact us directly. This enables our meter technicians and water conservation team to perform an inspection and address any problems that may arise.

Is My Meter Reading Accurately?

We understand recent media stories have covered our use of AMI meters. With any mass-produced product issued to thousands of customers, in our case, over 50,000 customers, there may be a small margin of error. That’s why we have dedicated, full-time customer service support staff, water conservationists, and meter technicians whose jobs are to partner with customers and investigate any discrepancies they may experience.

It should also be noted that when water meters fail, they typically start underreporting water use. However, an easy way to verify meter function is to read your water meter before and after filling a 5-gallon bucket, without any other water being used, to check its accuracy. For instructions on how to read your water meter, see this video.  

While we have dedicated staff to serve our community, we cannot catch every error and rely on customers to directly report any issues they are experiencing via the appropriate channels. If you see something unusual on your bill or suspect a leak, please report it using Gilbert 311 or contact our customer service team.

A number of recent changes and factors may be contributing to higher utility bills:

• New Utility Billing Portal: Launched June 30, 2025, this system replaced outdated software and enhances customer access to water usage data. During the transition, some accounts were still being registered, and customers may have seen a carryover balance, making their bill appear higher than usual. Log in to the new billing portal to see any outstanding balances.

• Water & Wastewater Rate Increases: Your exact bill impact depends on your water usage and meter size. See the current utility rates structure.
  
  
• Tiered Billing Structure: Just a single gallon over a tier threshold can result in a higher rate, especially during high-use summer months. Take a look at the tiered structure and compare your own water bill.
  
  
• Undetected Leaks: Interior or irrigation leaks can significantly increase usage. Here’s how you can find and fix leaks at home: glbrt.is/WaterLeaks.
  
  
• Financial Hardship: We recognize that some customers are still catching up on payments. That’s why Gilbert enacted a 120-day grace period during the billing system transition to prevent disconnections and offer flexibility.

Gilbert offers a wide range of programs to support residents and promote conservation:

• Free Water Efficiency Checkups
  
  
• Water Conservation Rebates:
  • Smart Irrigation Controller Rebate: Up to $250 per household.
  • Residential Grass Removal Rebate: Up to $3,000 for residential grass removal that’s replaced with low-water-use landscape.
    
    
• Utility Assistance Program: Up to $30/month in relief for qualifying households.
  
  
• Water Conservation Landscape Workshops
  
  
• Online Leak Detection Tutorials

We know rising costs are straining household budgets. That’s why our team is here to provide reliable service, address concerns as quickly as possible, and support our residents with meaningful programs. We’re listening, responding, and working alongside you to maintain the high level of service you expect from the Town of Gilbert.

If you believe there is a leak or suspect an issue with your meter, please don’t wait—request your free inspection today.