Audit Findings

The audit found no systemic issues with Gilbert’s utility billing system or water meter infrastructure.

The review confirmed that approximately 99.5% of utility consumption transactions were calculated correctly and that the Town’s metering system is operating as intended. Testing also found that approximately 99% of meter radios were functioning properly.

While the audit identified a small number of account abnormalities requiring further review, those accounts represent less than 3% of all utility accounts reviewed over the six-year audit period.

During the review period:

• Approximately 381 residential accounts were identified as potentially overbilled
• Approximately 941 residential accounts were identified as potentially underbilled
• No non-residential accounts were identified as overbilled.

The audit also identified opportunities to strengthen operational procedures, data management practices, and internal processes. The Town has already begun implementing improvements in these areas.

What Happens Next

While the audit is complete, the work is not.

Each potentially impacted account will be individually reviewed and validated before any credit, adjustment, or other action is taken. Because every situation is unique, this process will take time and is expected to continue over the coming months.

Customers whose accounts require action will receive direct communication from the Town through multiple channels, including phone, email, mail, and customer portal notifications.

If you are not contacted by the Town regarding the audit, your account was not identified as impacted and no action is required at this time.

Returning to Normal Operations

Utility disconnections have remained paused throughout the audit process while staff focused on reviewing findings and validating customer impacts.

As account reviews progress, the Town will begin transitioning back to normal billing and collection practices later this year. Customers will receive advance notice and multiple reminders before standard collection procedures resume.

For customers who may need assistance, Gilbert offers flexible payment plans and several utility assistance programs. Customer Service staff are available to work directly with customers to identify solutions that fit their individual circumstances.

Contact Gilbert’s Customer Service team by calling (480) 503-6800 Monday through Thursday, 7:00 AM to 6:00 PM, or by emailing utilities@gilbertaz.gov. You may also visit us in person at 90 E. Civic Center Drive.

Staying Informed

The Town remains committed to keeping residents informed throughout every phase of this process.

Additional updates will be provided as account reviews continue and implementation of operational improvements moves forward.

View the final water audit report.

On April 7, the Town Council heard a presentation from Kimley‑Horn, a third-party auditor, outlining the key findings of the recent audit.

The Town of Gilbert commissioned an independent water meter and billing audit in response to community concerns about the accuracy of meters, water usage and charges. The audit examined, over a 6-year period, physical meter performance, radio transmissions, billing data, and business practices across roughly 93,000 customer accounts. Results confirmed that 97.1% of accounts were billed accurately, with no system‑wide issues identified. 2.9% of accounts experienced isolated issues such as incorrect multipliers or billing codes. Most of these issues were short‑term, averaging about five months in duration, and the Town is already working to resolve the affected cases and strengthen processes going forward. Residents can be confident that the overall system is performing reliably, with targeted improvements underway to further enhance accuracy and transparency.

Watch Kimley-Horn's presentation at youtube.com/gilbertaz or click the video below.

The full report will be available to the Town and the public at KHWaterMeterAudit.com at the end of April.

During Council’s regularly scheduled meeting, the Town Council received a progress report on the audit from Kimley-Horn. The auditors stated they are finalizing field testing this week. Kimley-Horn will present the audit results during the Council’s meeting on April 7. This meeting is open to the public in person at Town Hall at 6:30 PM or you may watch it on our Youtube channel.

We recognize that a recent meter replacement at some properties might have been unexpected and apologize for any inconvenience caused.

These replacements are part of the town-wide water system audit being conducted by Kimley-Horn, which was initiated in response to community requests to verify that the town’s water meters and AMI systems are functioning properly and billing is accurate. To maintain audit integrity, the third-party auditor has randomly selected water meters for independent testing. Meters are being replaced solely to support the audit, not because of any issues with the previous meter.

Since the original meter will be tested off-site, installing a new factory tested and certified meter is necessary. These meters have been tested prior to installation. Please be advised that water meters are town property and the old meter cannot be reinstalled as it is now part of an active data collection process for an audit.

No action is needed from customers and water service will continue without interruption.

Thank you for understanding as the audit process ensures Gilbert’s water system is objective and transparent. Audit results are expected to be released this Spring and will be shared with the public during a regularly scheduled Council meeting and on this page.

In October 2025, the Town of Gilbert selected Kimley-Horn and Associates, LLC, to conduct an independent audit of our water meter and Advanced Metering Infrastructure (water meter radio communication) systems. Since then, Kimley-Horn has conducted analyses of the town’s historical use, bill records, asset management, meter replacement standard operating procedures, and customer service logs.

Starting February 9, 2026, some residential and commercial customers may see representatives from Kimley-Horn, AMKA Services, or M.E. Simpson at their property. These personnel will be identifiable by branded vests or uniforms and marked vehicles.  

During this phase, Kimley-Horn will conduct field testing on randomly selected water meters. The team will remove and replace a sample of meters for independent testing. Another set of randomly selected meters will undergo radio transmission testing to confirm accurate data reporting. Town staff will be present to assist with removing the water meters, transferring them to Kimley-Horn for packaging and off-site testing, and restoring water service with a new meter.

Select meters will be permanently replaced as part of the audit process to allow for independent testing. The customers selected will not incur additional costs for these activities.

Property owners do not need to be present during this process, but access to meters is needed for removal and replacement. After the meter verification or replacement is complete, a door hanger from Kimley-Horn will be placed at the property’s front entrance, notifying the customer of the type of evaluation conducted.

For questions regarding billing or water usage contact our Customer Service team at (480) 503-6800 or email utilities@gilbertaz.gov.

Questions or concerns regarding the audit process should be emailed to Kimley-Horn at SW-Public-Involvement@Kimley-Horn.com.

On December 16, 2025, the Gilbert Town Council voted 7-0 to adopt a Notice of Intent to increase water and solid waste and recycling fees and rates for all residential and commercial customers. The proposed water increase is part of a planned three-year water rate adjustment that began in 2024, with the potential for a fourth year, depending on the option chosen by the Council. These phased increases are designed to fund aging infrastructure and secure Gilbert’s water supply as the Colorado River faces ongoing shortages.

This is not an official approval of any rate increase. The Council has directed the Public Works staff to continue researching and evaluating alternative options.

This notice is solely to inform customers about Gilbert’s consideration of a potential utility rate increase.

No decision regarding a rate increase has been made yet. 

At the February 17, 2026 council meeting, the Town Council will review and vote on one of these rate options, as well as a proposed 2% increase in solid waste and recycling rates for residential customers, which is less than $0.60 a month. For commercial customers, the proposed rate increase for solid waste and recycling is 20%, and the new rate could range from $44 to $400, depending on the type of service.

If Council chooses to move forward with any of these options, the applicable rate increase will take effect in April 2026.

Watch the December 16, 2025 Council meeting below.

On Thursday, October 30, 2025, the Town interviewed three firms (two from the pre-qualified list and one additional firm that solicited us directly). The panel selected Kimley-Horn and Associates, LLC (Kimley-Horn) to provide the independent audit. This selection was based on their responses to questions regarding objectivity, credibility, data transparency and understanding, public communication and handling of sensitive information.

Kimley-Horn is beginning the audit process immediately, utilizing contingency funds, while their contract is being finalized.

Kimley-Horn has provided an initial data request and met with town staff on November 5, 2025 to clarify and refine the audit scope. 

At the October 28, 2025 Council Meeting, staff provided an update on the progress being made, including:

During the Council Meeting on October 14, 2025, Gilbert’s Public Works Director, Jessica Marlow provided a comprehensive overview of the primary issues raised by the community, including utility portal issues, communication breakdowns, and infrastructure challenges. A detailed action plan was also presented. For a more thorough understanding and to see the complete presentation, please watch the video below.

The three videos below are recordings of our open houses and virtual sessions since 2023, during which town officials explained proposed utility rate increases. The sessions detail how fees work, rising operational costs, infrastructure needs, and sustainability goals. Please watch each video to learn more.

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, watch 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 our Gilbert 311 app 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.

Our current billing system, Tyler Eden, was phased out and no longer received support or updates from the vendor. Continuing to operate on unsupported software would increase vulnerability to cybersecurity threats, cause potential disruptions to services, and hinder our ability to operate efficiently.

By transitioning to a new, modern system, we’re investing in stronger security, improved performance, and cutting-edge tools that enhance your experience and streamline our operations. This upgrade ensures we can continue to deliver reliable, secure, and user-friendly service today and into the future.