Phoenix to resume disconnecting water service for delinquent accounts

Phoenix will resume water service disconnections beginning in November for residential customers with delinquent City Services accounts.

The city suspended disconnections in March 2020 in response to the COVID-19 pandemic. Delinquent balances have continued to grow since then, and city officials say resuming disconnections is necessary to maintain a financially sound water system.

“Phoenix has provided customers with extraordinary protections for more than six years,” Brandy Kelso, the Phoenix water service director, said in a news release. “As we return to standard practices, we are doing so thoughtfully and with additional opportunities for customers to address what they owe. At the same time, we have a responsibility to the customers who pay their bills and depend on us every day to operate a financially sound, reliable water system.”

More than 9,000 accounts are seriously delinquent, with nearly $24 million in past-due City Services balances, according to current city data.

Additionally, Phoenix is the lone Arizona city whose water utility does not use residential service disconnection for significantly delinquent accounts, per a city review of peer utilities.

What steps can residents take to make sure they keep their water service?

The city will give advance notice and the opportunity to make a payment to residents whose accounts are delinquent.

Both the amount owed and the length the account has been delinquent will factor into the Phoenix Water Services phased approach for disconnecting service.

“We understand how important water service is to every household, and we also understand that unexpected financial challenges can make it difficult for some customers to keep up with their bills,” Kelso said. “We are asking customers who are behind to contact us early. We want to work with them, provide a path to get their account back on track and make service disconnection the last step in the process.”

Phoenix will provide structured payment arrangements to eligible customers to make a required initial payment and pay the remaining balance over time, the release said. Customers must follow those arrangements to keep their service.

For those experiencing financial hardship, the city has Project Assist, which helps income-qualified households pay their bills. The city encourages residents to ask for help before their final disconnection notice.

Residents who would like to make a payment or speak with customer service regarding their account can do so online or by calling 602-262-6251 Monday through Friday from 8 a.m. to 5 p.m.

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