A message to Johnson Utilities Customers


On August 31 management and operations of Johnson Utilities was transferred to EPCOR, effective immediately.


We recognize that the past months have been challenging, both for customers and employees. Under EPCOR's leadership, we are focused on the road ahead and the critical work that needs to be done to address operational and infrastructure issues, to ensure clean, safe and reliable utility services, and to restore Johnson Utilities customers' trust.


EPCOR is fully committed to bringing our operational, engineering and customer service expertise to Johnson Utilities and to you, and we appreciate your patience as we focus on the work ahead.

water • purity • life 

A CUSTOMER UPDATE FROM EPCOR



October 18, 2018

It’s been 48 days since EPCOR assumed management and operations of Johnson Utilities, and the team has moved quickly to come up to speed and to address immediate priorities, focusing on water quality and pressure, preventing sewer overflows, and customer service and billing accuracy.

There’s much to be done, and we appreciate your continued patience as we stay focused on the temporary and permanent changes that will improve your water and wastewater service.

Customer Service and Billing

Communications, training and billing accuracy are priorities. Customer service agents are undergoing comprehensive training to be able to provide you with helpful information and a higher level of service.

We’ve also completed a detailed audit of the Johnson Utilities billing system, verifying that bills are calculated correctly according to current rates for service. We’ll continue to verify accuracy each month.

We’ve also heard your concerns about needing information about things that might impact your service. Customers aren’t always at home when the team stops by on a service call or to notify you of a planned outage. Now when a team member stops by they will leave a door hanger to let you know that we were there and the reason for our visit. We’re also working on helpful tips and tools for customers, like how to troubleshoot for leaks. We’ll be updating the website as these are developed – continue to go to www.johnsonutilities.com for updates.

Tax Refunds for Customers

In Decision #76889, the Arizona Corporate Commission (ACC) approved a reduction to rates and a one-time credit to reflect the new tax laws that went into effect in December 2017, and to remove other income taxes from rates. The rate reduction will become effective as of the October billing cycle that starts on the 25th, and the one-time credit will appear on your October bill only. A detailed explanation will arrive in your October bill and will be available on www.johnsonutilities.com.

Engineering Review and Analysis

Separate from EPCOR’s role as Interim Manager, EPCOR was contracted to complete an Engineering Review and Analysis for the Arizona Corporation Commission (ACC). A draft of the study, a comprehensive evaluation of the assets and needs of the water and wastewater systems and facilities that provide your service, was provided to the ACC on October 5 and docketed by the ACC on October 10.

This report will be the basis of an infrastructure improvement plan necessary to address issues affecting your service. The report identified three priority areas, a combined $177 million in capital investment. Priority 1 projects – the most critical water and wastewater work – represent $98 million of that total.

Included in that assessment is a recommendation that the Section 11 wastewater plant be replaced with a new, larger plant with the right technology and design to provide the level of service that the Johnson Utilities service area needs. The Section 11 wastewater plant that collects and treats wastewater is currently operating at or above the capacity it was designed to handle. Building a plant will take time – several years. In the meantime, we’re focused on immediate improvements that can be made to protect your service, like re-directing wastewater flows to other treatment facilities.

Water Pressure Concerns

EPCOR’s team remains focused on water pressure concerns, prioritizing those areas and calls where water pressure dips below 20 psi.

Here’s what we’re doing: The operations team is investigating calls as they come in to determine where the issues are originating. In addition to identifying booster stations that aren’t properly sized to accommodate current water demand, we’ve found closed or broken valves that are meant control the flow of water. To help us get to the root of the issue, we’re using pressure loggers to get more detail on the water flow patterns. Part of the long-term solution will be to establish zones to manage pressure and infrastructure improvements – right now we’re making immediate repairs where we can.

How you can help: If your water pressure is low, call customer service at 480-987-9870. We need as much information as possible – location, the time of the issue, description of the pressure. With that information, we can move the pressure loggers to the right locations, record the pressure for a week or two, and better pinpoint the issue and how to resolve it.

Preventing Against Sewer Overflows

Sanitary sewer overflows remain a critical priority. The engineering evaluation identified short- and long-term priorities for the system, and our operations team is working on immediate changes that can be made. For example, some lift stations receive wastewater from multiple areas, more than they were designed to handle. Redirecting some of this wastewater to other treatment facilities is one of the solutions we’re looking at.

Until permanent infrastructure improvements can be put in place, our operations, engineering, water quality and environmental compliance experts are closely monitoring the wastewater operations.

Hiring and Training

EPCOR leaders, from operations and customer service to rates and communications, are working directly with Johnson Utilities team members to provide your service. This includes hands-on training and hiring qualified operators to provide your service. EPCOR is hiring the following positions for Johnson Utilities:

Water Operator Foreman
Water Distribution Foreman
Wastewater Plant Foreman
Wastewater Collection Foreman

Visit www.johnsonutilities.com for job descriptions and how to apply.

How to Contact Us

24/7 Bill Payment:                                 1-844-567-2502
Online:                                                   www.johnsonutilities.com
Customer service & billing inquiries:     480-987-9870
Emergencies:                                         480-987-9870 (press 6) or 480-887-0648   September 19, 2018




A CUSTOMER UPDATE FROM EPCOR



Johnson Utilities transferred its management and operations to EPCOR USA on August 31, and our team has been working quickly to come up to speed on the operations and what needs to be done.

We recognize that the past months have been challenging. We’re focused on the road ahead and the critical work that needs to be done to address operational and infrastructure issues and to ensure clean, safe, reliable service. We do not take this responsibility lightly.

First and foremost, EPCOR is committed to being a good neighbor, a community partner, a quality employer and provider of clean drinking water that meets or exceeds all quality standards. For Johnson Utilities customers, our immediate priorities are: 

  • Ensuring all drinking water meets or exceeds all drinking water standards.
  • Putting proper safeguards in place to prevent future sewer overflows.
  • Addressing water pressure concerns.
  • Ensuring that Johnson Utilities customers get fair and accurate bills.   


We have the operational, engineering and customer service expertise to make a difference. Team members from EPCOR’s Operations, Engineering, Environmental Compliance, Human Resources, Health & Safety, Customer Service and Public & Government Affairs groups are partnering and collaborating with Johnson Utilities’ employees and we appreciate your patience as we tackle the important work ahead.

We’re identifying immediate improvements that can be made in the first 3-6 month, as well as planning for longer-term improvements all focusing on safety and customer service issues. Some changes can be made quickly, while long-term infrastructure solutions will take a little longer. We know it’s not easy, but we’re asking for your patience.

The bottom line is this – we’re focused on getting in there and making a difference.

Introducing EPCOR – Community Open House

It’s important that you get to know us and learn more about what’s being done to improve your service. Please join EPCOR, Supervisor Goodman, Rep. Townsend, Rep. Shope and Rep. Cook for a community meeting:​

Thursday, October 11, 2018
6 to 7:30 pm
Central Arizona College – SanTan Campus
3736 E Bella Vista Road, San Tan Valley, AZ 85143

Engineering Review and Analysis

Separate from EPCOR’s role as Interim Manager, EPCOR is conducting a 60-day Engineering Review and Analysis for the Arizona Corporation Commission (ACC). This study, a comprehensive evaluation of the assets and needs of the water and wastewater systems and facilities that provide your service, is on schedule to be provided to the ACC at the end of September. It will be an important step in addressing the issues affecting your service.​

Water Pressure Concerns

Customers are reporting low water pressure at their homes. Rest assured, EPCOR’s team is actively looking into this and we’re prioritizing calls where water pressure is dipping below 20 psi. ​

Here’s what we’re doing: Our engineering team is reviewing the entire system to determine customer usage patterns and system capacity. We’ve identified several booster stations that aren’t properly sized to accommodate water demand, and we’re establishing zones to manage pressure. Infrastructure work will be needed to put permanent solutions in place, and that’s going to take time. ​

Here’s where we need your help: If your water pressure is low, call customer service at 480-987-9870. We need as much information as possible – location, the time of the issue, how bad was the pressure. With that information, we can put a pressure logger in place and record the pressure for a week or two so that we can better pinpoint the issue and how to resolve it.​

Preventing Against Sewer Overflows

We’ve identified many of the same concerns that the Arizona Department of Environmental Quality (ADEQ) previously did. Our team is evaluating the facilities to determine the best solution for both the short- and long-term, prioritizing safety and customer service concerns.

Sanitary sewer overflows are a critical priority. The engineering evaluation will identify short- and long-term priorities for the system, and our operations team is working on immediate changes that can be made.

For example, Johnson Utilities utilizes 36 different lift stations to move wastewater through pressurized pipelines to different treatment facilities. During a recent lift station overflow, we discovered that the valves controlling the flow of the wastewater were not operating and that there were no air relief valves on the five-mile force main. We temporarily bypassed the system to make those immediate repairs.

Customer Service and Billing
EPCOR’s Director of Customer Operations and our Customer Care specialists are working directly with the Johnson Utilities team to address any billing or service concerns that are received, and we’re reviewing processes that are currently in place to determine what improvements should be made.​

Your Bill for Service: EPCOR is Interim Manager, but your bill for service will still come from and is due to Johnson Utilities because it remains a separate legal entity. EPCOR has direct oversight of the utility’s finances and will ensure that your bills and payments are processed appropriately.

Contacting us and Reporting Service Issues: Johnson Utilities provides your service, under EPCOR’s management and direction. To contact customer service or report a service issue, please call:

24/7 Bill Payment:                                      1-844-567-2502
Online:                                                 www.johnsonutilities.com
Customer service & billing inquiries:         480-987-9870
Emergencies:                       480-987-9870 (press 6) or 480-887-0648