Water Meter Replacement - Questions & Answers

Why is the city making this change?

The city of Glendale is dedicated to investing in our community’s future by modernizing infrastructure, ensuring reliable, high-quality drinking water, and protecting the environment. The installation of electronic water meters will replace traditional mechanical meters, which will improve accuracy, resource management, and customer service, allowing us to deliver water services more efficiently and cost-effectively to residents and businesses.

Will my water rates go up because of this project?

No. The cost of replacing water meters is included in the city’s long-term capital improvement plan and will not result in a water rate increase.  

How is the project funded?

The project is funded through the city’s Capital Improvement Plan.

How will I know when my meter is being replaced?

You’ll receive a postcard from the city a few weeks before your installation takes place. The postcard explains what to expect on installation day.

My neighbor’s meter was replaced. Why wasn’t mine?

The pilot phase is limited to a small portion of locations. Your neighbor may be included while your meter is scheduled for a later phase. Rest assured, all meters will eventually be replaced.

What if I miss my installation window?

You do not need to be home for the installation, however if the crew couldn’t complete the water meter replacement due to an issue (e.g., locked gate, dog out, obstruction), they’ll leave a door hanger explaining what is needed. They’ll come back once the issue is resolved.

Who is doing the work, and how will I know they’re with the city?

The meters are being installed by the city’s partner, Metering Services Inc. (MSI). Crew members will arrive in a contractor vehicle marked with the city of Glendale logo and wear visible identification. Our crew will never ask to enter your home.

How long will the installation take, and will my water be off?

Most installations take approximately 30 minutes, with a brief interruption to your water service. Once the new meter is installed, your service is restored. When possible, the installer will use an outdoor hose spigot to release any air trapped in the line.

What if my water was already off when the contractor arrived?

If your water service is already off when the installer arrives, it will remain off.

Will the meter replacement affect my drinking water quality?

No. Meter replacement does not affect drinking water quality.

What if I have a special situation, like a service animal, a medical device that depends on water, or a tenant?

You will receive a postcard about a few weeks before your meter is scheduled for installation.  Once you receive it, please reach out to the project team at 1-800-612-6979 in advance so we can plan around your needs.

My meter can’t be safely accessed. What happens?

If the meter can’t be safely accessed, you will receive a door hanger explaining what’s needed.

When will I be able to see my water use online?

The customer portal will give you online access to your water use, leak alerts, and usage trends. You’ll be notified when these features are available.

Is the meter safe? What about wireless signals?

The new electronic meters communicate using low-power radio frequencies, like the signals used by cell phones, Wi-Fi routers, and garage door openers. The meters meet federal communication standards and are installed outdoors, not inside the home. Smart meter technology has been installed in over 100 million locations in the United States, and major public health organizations have evaluated the technology and deemed it safe.

Is my data secure? Will the city sell my information?

Customer water usage data is encrypted and transmitted through a secure network. The city does not sell customer data to third parties.

I’m a renter. Does my landlord need to do anything?

No. The city will also send a postcard to the landlord about the meter replacement.

My HOA or gated community manages access to my street. What do they need to know?

No additional coordination is required because the city currently accesses gated communities to manually read water meters and provide wastewater and trash services.

What if I notice changes in my water service such as no water, low pressure, or water in the meter box?

Please call 800-612-6979 Monday – Friday, 7 a.m. to 7 p.m., and a customer service representative will assist you. For emergencies after hours, call 623-930-4100. 

What if my bill looks wrong?

Please call Glendale Water Services Customer Service at 623-930-3190 or email custrel@glendaleaz.com.