As the city of Phoenix moves toward resuming water shutoffs as soon as November, officials say several thousand customers are severely behind on their bills.
Here’s what to know
According to a TikTok video posted by 12News (@12NewsAZ), a local NBC affiliate, Phoenix currently has about 7,000 to 9,000 water accounts that are at least 121 days overdue.
@12newsaz Thousands in Phoenix haven’t paid their water bills. The city said it’s owed $24 million. Starting next month delinquent customers could have their water shut off.
♬ original sound – 12newsaz
The city says that the problem of severe delinquencies dates back to COVID-19. Brandy Kelso, the Phoenix Water Services director, said shutoffs had been suspended in 2020 when the pandemic caused job losses and broader financial strain.
According to Kelso, customers owe roughly $24 million in unpaid water bills, nearly four times higher than what Phoenix typically saw before 2020.
Some of the delinquent balances total over $7,000, according to the city.
Residents reacting in the comments were less focused on the city’s financial shortfall and more concerned about what shutoffs would mean for residents, particularly given the region’s desert climate.
“Shutting off water is absolutely crazy…” one commenter said.
“I’m a single mom with no job (applying tho) with a $700 owing the water but I try to make payments of like 50-100 when I can,” chimed in another, highlighting the struggle of low-income households to make ends meet amid rising prices and a tightening job market.
Some connected the water issue to the growing prevalence of controversial data centers, even in dry states like Arizona.
“And they want to add data centers and increase the cost of water,” said one TikToker.
More background
According to Kelso, the overdue accounts are not concentrated in any one part but are spread across the city.
Water is an essential service, especially in a hot, dry area like Phoenix. A household that has its supply shut off not only loses access to drinking water but also the ability to bathe, cook, and clean.
At the same time, several commenters refuted the notion that the utility had not been cutting off water service to delinquent customers.
“Mine got shut off March of last year because I missed ONE payment due to me forgetting to update my banking info,” wrote one. “My bill was only $98 and it STILL got shut off.”
“I’m confused here,” they added.
What’s being done?
As shutoffs resume, Kelso told 12News that the utility will begin with accounts owing more than $1,000 rather than going after every overdue account at once.
Kelso said customers will receive a notice before any service is disconnected, with customers able to respond by phone, letter, or email. Customers also will be offered payment plans rather than being forced to pay their entire balance at once to avoid a shutoff.
Kelso was insistent that the city does not want to disconnect anyone’s water services and that shutoffs are used as a last resort.
“We really want shutoffs to be the last thing that we do,” Kelso said in the video. “We really want to work with our customers on a case-by-case [basis] in order to get them to a place where they can pay their bill.”
Where can I learn more?
Water bills and shutoff threats are sparking similar fights elsewhere, too. Recent coverage has looked at meter fee disputes, sky-high household bills, water waste, supply battles, and backup storage for emergencies.
• In Texas, residents fought a $4,500 meter demand tied to threatened shutoffs.
• A tenant said a landlord’s lawn irrigation water bill left them facing absurd charges.
• In Phoenix, residents can report local businesses wasting water as shutoff worries grow.
• Arizona officials warned federal water management plans could slash Colorado River supplies.
• Households are also building water barrel backup systems for shortages and service disruptions.
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