Gilbert’s independent audit of its water meter and billing system found no systemwide failures, with town staff now preparing to resume normal billing operations with expanded customer support and communication.
Finance and Management Services Director Håkon Johanson and Communications and Engagement Director Kandice Kwan presented the final findings and customer support plan to the Gilbert Town Council on Tuesday, saying the 350-page Kimley-Horn report largely validated the town’s utility system while also identifying process improvements.
Johanson said the audit was launched after residents raised concerns following Gilbert’s utility rate increases and questioned whether meters or water consumption calculations were inaccurate.
