The town of Gilbert is facing mounting criticism after a wave of complaints from residents about steep increases in utility bills that took effect in April, including a 25% hike in water rates and a 95% increase in wastewater charges.
Some residents have posted online about bills rising by hundreds of dollars — in some cases more than $1,000 — sparking frustration and confusion across the community.
Since the new rates took effect, Gilbert residents have filled social media with accounts of unexpectedly high bills and demands for explanations from town leaders.
Mayor Scott Anderson responded in a video posted Oct. 9 to the town’s social media accounts, acknowledging that some residents and businesses are facing real financial hardship.
“I want you to know we hear you, and we’re here to help,” he said, adding that leaks, irrigation overuse and months of unpaid balances are frequently the issue.
“No matter the issue, please reach out directly to our customer service team. They’re here to help troubleshoot your unique situation and address any questions or concerns.”
Anderson noted that one media outlet had for two weeks covered residents’ stories, but has not provided its audience with the detailed responses the town has given the station on residents’ concerns.
He also said it reported that he had declined to speak to its reporter at the North Water Treatment Plant 50% completion event. However, Anderson said he had a schedule conflict and offered to speak to the reporter by phone later, but she never called.
In an Oct. 1 post on the town’s website, Gilbert said addressing utility billing concerns is a “top priority.” The town outlined several possible reasons some customers are seeing higher bills, including:
A transition to a new utility billing portal launched June 30, during which some accounts may have carried over previous balances now reflected in the new system;
The town’s tiered rate structure, under which small overages above usage thresholds can trigger higher rates;
Undetected leaks in irrigation or home plumbing that may significantly increase water use.
The town said customers can request inspections if they believe their bill is unusually high.
To assist residents, Gilbert also announced a 120-day grace period during the billing transition to avoid service disconnections and a utility assistance program that provides up to $30 per month in relief to qualifying households.
The Gilbert Town Council is scheduled to hear a staff presentation on the utility billing issues and rate increases at its Oct. 14 meeting.
Town officials said they are committed to helping residents understand their bills and ensure any discrepancies are resolved.
In his video post, Anderson said the concern is mutual.
“I’m not just your mayor, I’m your neighbor and a resident of Gilbert, too,” he said. “Like many town employees, I live here and pay the same rates, so I understand you. The town council and our employees are all committed to providing safe, reliable water for our community.”
He said the town wants to solve the problem in partnership with residents.
“Water security is the key to our future and our quality of life in Gilbert, and we want to solve this issue working together with you,” Anderson said.
Please submit comments at yourvalley.net/letters or email them to AzOpinions@iniusua.org. We are committed to publishing a wide variety of reader opinions, as long as they meet our Civility Guidelines. Tom Blodgett can be reached by email at tblodgett@iniusa.org or follow him @sp_blodgett on X.
Meet Tom Tom Blodgett joined Independent Newsmedia, Inc., USA, in 2022, when the company acquired Community Impact Newspaper's Phoenix-area properties. Raised in Arizona, he has spent more than 35 years in journalism in the state.
Community: He has served as an instructional professional in the Walter Cronkite School of Journalism and Mass Communication since 2005, and is editorial adviser to The State Press, the university's independent student media outlet. He also is director of operations for an 18U girls fastpitch softball team from Gilbert.
Education: Arizona State University with a BS in Journalism.
Random Fact: He lived in Belgium during his freshman year of high school.
Hobbies: Tweeting enthusiastically about ASU softball (season-ticket holder) and grumpily about other local sports (pessimistic fan).
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