Phoenix Water Services to Resume Residential Service Disconnections for Delinquent Accounts

Customers encouraged to act early and take advantage of payment arrangements and financial assistance to avoid service interruption

Beginning in November 2026, the City of Phoenix Water Services Department will resume water service disconnections for residential customers with delinquent City Services accounts, returning to standard revenue-enforcement practices that were suspended during the COVID-19 pandemic.

The City recognizes that some customers continue to face financial challenges and is placing a strong emphasis on helping customers resolve their accounts before service is disconnected. Customers with past-due balances will receive advance notice and will have opportunities to make a payment, establish an eligible payment arrangement or seek financial assistance through Project Assist.

The City’s goal is to keep customers connected whenever possible.

"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," said Phoenix Water Services Director Brandy Kelso. "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."

A Return to Standard Utility Practices

Phoenix suspended residential water service disconnections in March 2020 as part of the City’s emergency response to the COVID-19 pandemic, and delinquent balances have continued to grow.

Current City data show that more than 9,000 accounts are seriously delinquent, representing nearly $24 million in past-due City Services balances. Those balances include charges for water, wastewater and solid waste services, along with associated taxes and fees.

Resuming service disconnections is intended to prevent balances from becoming increasingly difficult for customers to manage while also protecting the long-term financial stability of the utility.

According to the City’s review of peer utilities, Phoenix is currently the only water utility in Arizona that does not use residential service disconnection as a tool for significantly delinquent accounts.

"Phoenix has provided customers with extraordinary protections for more than six years," Kelso said. "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."

Helping Customers Get Back on Track

Customers will not move immediately from a missed payment to service disconnection. Phoenix Water Services will use a phased approach that prioritizes accounts based on the amount owed and how long the account has been delinquent.

Eligible customers may be offered structured payment arrangements that allow them to make a required initial payment and pay the remaining balance over time. Customers must remain current with the terms of an approved arrangement to avoid service disconnection.

Customers experiencing financial hardship may also qualify for Project Assist, a City of Phoenix program administered through the Human Services Department that helps income-qualified households with their City Services bills. Eligibility requirements apply, and assistance is dependent on available funding.

Customers should not wait until they receive a final disconnection notice to ask for help.

If your account is past due, contact Phoenix Water Services now.

Customer Services representatives can help customers understand their balance and the options that may be available before the account reaches the point of disconnection.

Financial Stability Supports Water Reliability

Phoenix Water Services is responsible for operating and maintaining the infrastructure necessary to provide reliable water and wastewater service across one of the nation’s largest cities. Customer payments fund the day-to-day operation of that system and help support treatment, maintenance, infrastructure improvements and long-term planning.

Ensuring that customers who are able to pay do so is both a matter of fairness and fiscal responsibility. Unpaid balances do not eliminate the cost of providing service; they place additional financial pressure on the utility and, ultimately, its customers.

Maintaining a financially strong utility is particularly important as Phoenix confronts significant regional water-supply challenges and continues making major investments in drought resilience, conservation, infrastructure and future water supplies.

The Colorado River remains in prolonged drought, and Lake Mead is operating in a Level 1 Shortage Condition in 2026. Federal water managers have also identified significant ongoing risks to the Colorado River system.

"Phoenix has spent decades preparing for drought and investing in a resilient water system," Kelso said. "Financial resiliency is part of water resiliency. As we navigate uncertainty on the Colorado River and continue investing in the infrastructure and water supplies Phoenix will need for generations, we have an obligation to operate the utility responsibly and efficiently."

What Customers Should Do

Customers with a past-due City Services account are encouraged to take action before November.

Customers can make a payment through the City’s Customer Services portal or contact Phoenix Water Services Customer Services at 602-262-6251, Monday through Friday from 8 a.m. to 5 p.m., to discuss their account.

Customers who may need a payment arrangement should contact the City before their service is disconnected. Customers experiencing financial hardship can also ask about eligibility for Project Assist.

Additional information about the resumption of residential service disconnections, payment arrangements and customer assistance will be available at phoenix.gov/water.

About City of Phoenix Water Services Department

The City of Phoenix Water Services Department is dedicated to providing high-quality, reliable, and sustainable water services to the residents, businesses, and visitors of Phoenix. With a commitment to water conservation, innovation, and long-term planning, the department ensures a secure and resilient water supply for future generations. For more information, visit phoenix.gov/water.

Media Contact:

Michael Gertzman
Sr. Public Information Officer
Phoenix Water Services
602-534-1209
michael.gertzman@phoenix.gov