Gilbert Water Rates: Facts, Context, and Accountability
What’s happening with Gilbert water bills and what I will do about it
• Gilbert has approved substantial water-rate increases — including a 48% increase in April 2024 and a 25% increase in April 2025 — to help fund major infrastructure needs
• One of the largest drivers of cost is the North Water Treatment Plant reconstruction, a multi-year, nearly $700 million project funded in part by rate revenues
• A new utility billing portal was rolled out in mid-2025 without clear, advance communication on how it would affect billing timelines or notices
• Many residents — including longtime autopay customers — received late or cancellation notices during the billing transition, creating confusion and concern
• Tiered rate structures can cause sharper bill increases when usage crosses thresholds, often without residents fully understanding the mechanics
• I am committed to clear, proactive communication, improved transparency around rate decisions, and disciplined review of future cost increases
Water rates in Gilbert have increased significantly, largely because of funding needed to maintain and improve critical water infrastructure. One of the most important of these is the North Water Treatment Plant reconstruction, a substantial, multi-year effort that carries an associated price tag approaching $700 million. To support this and other needs, the town has implemented phased rate increases, including 48% in April 2024 and a further 25% in April 2025.
While some of these investments are necessary for long-term reliability and resilience, the combination of rapid rate increases and a major billing system rollout has left many residents feeling uncertain about what they are paying and why. When the new utility billing portal launched in 2025, it did not come with extensive, plain-language explanations of how statements would look, how account statuses would be tracked, or how payment histories would carry over. As a result, many residents received late or cancellation notices despite having a history of on-time payments or being enrolled in autopay. I personally received one of these cancellation notices — a situation that underscored for me how even well-intentioned changes without clear communication can erode confidence and create stress.
Another factor that affects bills is the tiered rate structure, which increases unit costs as usage moves into higher brackets. This structure can make bills jump quickly when usage patterns shift, sometimes for reasons customers do not immediately see or understand.
My commitment is to improve how these issues are explained, how decisions are communicated, and how residents are included in the conversation about water affordability. That means advocating for proactive outreach on rate changes, plain-language explanations of billing practices and system changes, and regular review of rate structures and project timelines. Infrastructure investment is a long-term necessity, but residents deserve to understand what they are paying for, how long costs are expected to last, and how the town is managing both reliability and affordability. By improving transparency and accountability, we can build a better shared understanding and strengthen trust between the town and the households it serves.
