Gilbert residents press council over new water rates; town confirms third‑party meter audit

Hundreds of residents who attended Gilbert’s Nov. 18 council meeting pressed town leaders over a recent overhaul of water and utility rates, saying the tiered system has produced unexpected and substantial increases for single‑family and large‑acreage property owners.

Town Manager Patrick Banger told the council the town has completed two of three scheduled public listening sessions and scheduled a final session for Dec. 3 at the Santan Vista Water Treatment Plant. He said the town selected Kimley Horn and Associates LLC to perform an independent meter audit and that the audit is expected to take four to six months. Banger also reported expanded customer‑service work: average hold times have fallen to under three minutes, the town completed 124 water‑efficiency checkups in October 2025 (an 82% increase from October 2024), and the utility portal sent 434 continuous‑consumption alerts the morning of the meeting.

During the public‑comment period, multiple residents said the tiered rate structure had hit them hard. Britney Brimhall, who described herself as representing large‑acreage families, said the system “places an unintended and disproportionate burden on us,” and called for either a revised tier structure or a separate maximum rate for agricultural or large‑acreage properties. “Same water, same land, but one homeowner pays more than all four households combined,” Brimhall said.

Daryl Grossen and other speakers urged the council to revert to 2023 rates or impose a temporary moratorium while staff and community members work on an alternative. Grossen told the council many residents experienced a double‑hit — higher personal utility bills and anticipated HOA fee increases — and urged the town to pause and collaborate on a more equitable approach.

Several speakers also asserted the town had mishandled public records or withheld information related to high‑profile cases; council members said some allegations might need investigation but reiterated legal and procedural limits on responding during the meeting.

Councilmembers and staff repeatedly invited residents to use the temporary troubleshooting advice in the portal and promised continued outreach. Banger said staff will post ongoing progress updates to the town utility page and encouraged residents to sign up for the town newsletter for notices about audit milestones and portal fixes.

If the independent meter audit or listening sessions reveal operational or policy errors, council members indicated the town would consider additional steps, including technical fixes to the portal, targeted credits where appropriate, and policy adjustments that reflect audit findings. For now, Banger said the audit and enhanced customer service were intended to increase transparency and give staff the data needed to consider any changes to rates or implementation.

The council did not take formal action on water rates at the Nov. 18 meeting; officials said the audit and remaining listening session will inform any future policy decisions.