The Town of Gilbert (Town) hired Kimley-Horn, a third-party consultant, to conduct an independent audit of the Town’s water meter and billing infrastructure. Kimley-Horn was selected by the Town using the Title 34 process for procuring professional services. The Town interviewed three firms before making their final decision.
The purpose of this project is to evaluate the Town’s metering systems and business practices to ensure that water use is measured and billed accurately. The audit includes testing meter accuracy, reviewing historical water usage, and auditing billing accuracy. The audit will be conducted during the first half of 2026.
Documents will be added to this page biweekly on Wednesdays.
Project Update – November 12, 2025
Project Update – January 21, 2026
New events coming soon.
Monday, November 10
4:00-6:00 p.m.
Gilbert Town Hall – Tower Room
50 E. Civic Center Drive,
Gilbert, AZ 85296
Saturday, November 15
9:00-11:00 a.m.
Gilbert Town Hall – Tower Room
50 E. Civic Center Drive,
Gilbert, AZ 85296
Wednesday, December 3
10:00 a.m.-1:00 p.m.
Santan Vista Water
Treatement Plant
3695 E. Ocotillo Road
Gilbert, AZ 85298
Facility tours will be provided
Historical Use Analysis and Billing Record Audit
Meter Verification / Radio Transmission Audit
Asset Management / Standard Operating Procedure Audit
Final Report
Present Findings
The Town of Gilbert has dedicated, full-time customer service support staff, water conservationists, and meter technicians whose jobs are to partner with customers and investigate any discrepancies.
An easy way to verify meter function yourself 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.
If you see something unusual on your bill or suspect a leak, please report it using the Gilbert 311 app or contact the Town’s customer service team at 480.503.6800 or via email at [email protected].
Please submit your information to our survey or email [email protected]. Please include your utility account number with the Town of Gilbert so that your concern can be investigated.
There are many factors that determine what your water bill is each month. Please refer to https://www.gilbertaz.gov/departments/finance-mgmt-services/utilities/rates for more details on what billing category your property falls under and the current rate.
No action is required from you. Meter reads/verification and meter replacements will be completed at no additional cost to you.
For meter reads/verification, your meter will not be altered, so water service will remain on.
For meter replacements, there will be a 30-minute interruption to your water. During this process, your water meter was removed by Town staff, packaged by Kimley-Horn, and sent for offsite testing. Water meter audit personnel will knock on your door to discuss the process with you before disconnecting your water and replacing your meter. If personnel can see that water is currently being used on your property, they will not move forward with the meter replacement at that time.
If your meter is selected for offsite testing and replaced, this will be done at no additional cost to you.
As water meters age, they typically start underreporting water use. You could see an increase in your reported water usage because the new meter is reporting more accurately.
This new meter will become your permanent meter, and the original meter will not be reinstalled.
Your property was selected at random, so meter testing does not indicate an identified problem with your meter at this time.
The audit will be conducted during the first half of 2026. Once complete, all findings will be presented during a Town Council meeting and posted to the “Updates” section of this website.
The billing rate increases are being assessed by a separate project team. Click here to learn more about the 2026 proposed rate changes.
The Town uses a professional firm to conduct an in-depth analysis of any proposed water rates based on infrastructure and water resource needs, and that process typically requires 6 months. The current rates were adopted by the Council following a state-required process. A copy of the previous analysis can be found here.
Answering your questions in a timely manner is very important to the project team. Please submit your comments, concerns, and other requests to the survey form below or email [email protected]. The project team will review and respond to your submission within 24 hours or by the next business day.
*Please include your home address and utility account number in all survey submissions and emails so that we can investigate your concern in greater detail. Your personal information will not be shared and will be used only by the project team.
The Title 34 process is Arizona’s method for selecting architects, engineers, and construction professionals for public projects based on qualifications rather than price. Government agencies publicly announce the opportunity and firms submit their credentials, which are evaluated only on listed criteria such as experience and competence—cost is not allowed to be considered during this stage.
A selection committee ranks the most qualified firms, and the agency negotiates a contract starting with the top choice. Only after a firm is selected are fees discussed, ensuring the government hires the most capable team for the project while keeping the process fair, transparent, and quality‑focused.