Phoenix to Resume Water Shutoffs for Delinquent Accounts Starting Nov. 16

Water Shutoffs Resume

Phoenix residents more than four months behind on their utility bills face service disconnections starting November 16.

The upcoming change marks the end of a suspension that began in March 2020 during the early months of the COVID-19 pandemic. City data shows that more than 9,000 accounts are seriously delinquent, carrying a combined past-due balance of nearly $24 million for water, wastewater, solid waste charges, taxes, and fees.

Standard Utility Practices

City officials describe the return to disconnections as a necessary step for utility financial stability. Based on a review of peer utilities, Phoenix is the only water utility in Arizona that does not use residential service disconnection as a tool for significantly delinquent accounts.

Newsroom wsd water turn off — Photo: phoenix.gov

Phoenix has provided customers with extraordinary protections for more than six years, said Brandy Kelso, director of the City of the Phoenix Water Services Department. As we return to standard practices, we are doing so thoughtfully and with additional opportunities for customers to address what they owe.

Kelso noted that missing a single payment and catching up on the next bill will not trigger a shutoff. The policy targets accounts that are more than 120 days delinquent, giving households time to establish payment plans or seek financial help.

Colorado River Shortages Drive Policy Shifts

City officials also link the policy shift to environmental pressures along the Colorado River. Lake Mead being in a Level 1 Shortage Condition contributes to the reason for the policy’s return.

Phoenix water shutoffs resume Nov. 16 for overdue accounts — Photo: newsbreak.com

We really want our customers to always be doing the right thing as far as their water-wise usage, and you’re not gonna necessarily do that if you’re not paying attention to your bill, Kelso added.

Community Groups Prepare for Increased Financial Assistance Requests

Community groups anticipate an increase in requests for financial assistance as the deadline approaches. Jessica Berg, chief program officer at St. Vincent de Paul in Phoenix, explained that households frequently let water bills accumulate under the assumption that service cannot be cut off.

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“When they come to us, it is a lot of money that they need, it’s a lot of months of not paying the water bill,” Berg said. She noted that her organization plans to put water bills on its list and talk with its partners and the city to figure out how to keep people from falling through the cracks.

Residents seeking assistance can explore income-qualified programs like Project Assist, administered through the city’s Human Services Department. Customers can manage accounts and review options via the Customer Services portal or find further details at phoenix.gov/water.