San Tan Valley Area Information

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April 2020 Customer Update from Epcor

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During the evolving coronavirus (COVID-19) situation, EPCOR and Johnson Utilities are monitoring conditions closely and following the latest guidance from the U.S. Centers for Disease Control and Prevention, the World Health Organization and our local and state governments. 

We're delivering your water and wastewater services as usual, and there are currently no interruptions to water or wastewater services related to COVID-19

As a reminder, here are some adjustments we've made to regular business operations to help keep customers and employees safe.

  • We've suspended counter service for paying bills and other in-person customer transactions, and the Johnson Utilities customer service office at 968 E. Hunt Highway is currently closed. Please pay bills or make other transactions via phone, email or the Johnson Utilities online account portal. You'll find online resources for automated bill payment and electronic bill delivery on www.johnsonutilities.com. 
  • We've suspended non-essential customer services such as optional meter replacement or maintenance. The Johnson Utilities service staff is still available for essential water and wastewater services such as responding to sewer backups and installing water meters at new locations. We've put distancing protocols in place for employees and ask customers to maintain a six-foot distance from crews. For more details about our COVID-19 response, please visit www.johnsonutilities.com or call Customer Care at 480-987-9870.


Customer Satisfaction Update
EPCOR regularly performs customer service surveys as part of our ongoing work to improve water, wastewater and customer services for the Johnson Utilities community.

In March, survey results showed that the team reached a level of 81% customer satisfaction – that's up from 71% the month before and up from 50% in December 2018, shortly after EPCOR was appointed Interim Manager. These most recent results showed significant improvement in the issues of top concern to customers when EPCOR stepped in – including problems with water pressure and odor.

While we're pleased with these numbers, we're also working for even higher levels of customer satisfaction. Our thanks to Johnson Utilities customers for your feedback and cooperation while we've made these improvements to your services.

Johnson Utilities Rate Case Information 
A new rate case, developed by third-party experts contracted for Johnson Utilities and managed by EPCOR, was filed with the Arizona Corporation Commission in February, as required. All customers will receive a copy of the formal rate case Procedural Order in their May bill. Among other information, this document lays out ways Johnson Utilities customers are legally entitled to take part in the public rate case process, including the following:
  • There will be a public hearing on the rate case that is scheduled to begin on February 5, 2021 at the ACC's office in Phoenix. Customers and others can submit comments during the meeting in person or by phone. 
  • The public can also send comments to the ACC by letter or online at any time.
  • The law allows for members of the public to intervene in the case under certain circumstances. 
  • For details about all these actions, please see the Public Notice that you will receive in your next bill. You can also direct questions to the ACC's Consumer Services Section at 602-542-4251 or 1-800-222-7000, or visit www.azcc.gov.

Community Meeting: We want to remind customers that, as soon as it's safe to do so, a community meeting will be scheduled to provide more details and answer questions about the rate case. 


May is Water Awareness Month
Did you know that the average U.S. household uses about 400 gallons of water per day? Over a month, that's about the equivalent of four cement truck loads.
While we're all spending more time at home, consider having a family conversation about easy ways to work together, conserve water and reduce next month's water bill.
  • Take short showers — a five minute shower uses 4-5 gallons of water compared to up to 50 gallons for a bath.
  • Shut off water while brushing your teeth, washing your hair and shaving and save up to 500 gallons a month.
  • Use a water-efficient showerhead. They're inexpensive, easy to install and can save up to 750 gallons a month.
  • Run your clothes washer and dishwasher only when they are full. You can save up to 1,000 gallons a month.
  • Fixing a leaky toilet can save up to 1,000 gallons a month.
  •  Adjust sprinklers so only your lawn is watered. Apply water only as fast as the soil can absorb it and during the cooler parts of the day to reduce evaporation. 


As Arizona communities navigate the evolving coronavirus situation, EPCOR and the Johnson Utilities staff are on the job every day providing the safe, high quality water and wastewater services you depend on. Visit the Johnson Utilities website for news updates – and please contact us with any questions you may have. We're here to help. 

REMINDER: Rittenhouse Road Closed May 4 – July 10
Town of QC Causes Pecan Creek Drive to Close thru ...
 

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