Scorching Phoenix summers are no time to be without water. Yet, many tenants and homeowners have recently found their faucets running dry upon move-in. Why?

In early 2024, the City of Phoenix Water Services Department updated its requirements around account transfers, impacting everyone from new-build buyers to property managers handling unit turnovers. As a result, service lapses lasting multiple business days have frustrated clients and complicated closing timelines.

To help prevent utility disruptions, Realtors can stay proactive with these tips.

Use estimated settlement statements as your starting point

Do you make this common mistake? Many agents wait for the final settlement statement or deed to initiate a service start request. By then, it may already be too late.

Due to local association advocacy efforts, the City of Phoenix now accepts estimated settlement statements as sufficient proof of ownership to begin the transfer process, which allows agents more time to schedule a start for their clients before keys change hands. Scheduling requests as soon as an estimated settlement statement is available can minimize delays.

Managing a property? Confirm rental registration and agent authorization

The City of Phoenix treats rentals as commercial accounts — not residential. That distinction requires agents to take additional steps when managing tenant-occupied properties. 

First, register the rental with Maricopa County. Then, make sure you have a current property management agreement with the city that allows the property manager to act on the owner’s behalf. Without this, the city may refuse to process the transfer request, even if you’ve managed the property for years.

Also keep in mind that if a property manager changes brokerages or companies, any previously submitted agreements may be invalidated. 

Plan three business days ahead for sufficient processing time 

The city needs at least three full business days to process requests submitted to the City Service ePortal, and weekends and holidays don’t count toward that lead time. 

That means a Friday request could result in service beginning the following Wednesday, at the earliest. Incorrect or missing documentation can further extend these delays.

When even one day without water is enough to make a home unlivable, building in this buffer and managing expectations upfront can help agents avoid last-minute setbacks.

Gather all required documentation early

The city requires full, correct and up-to-date documentation before processing any water service changes. Get the following documents ready:

• For property managers: A current property management agreement
• For owners: An estimated or final settlement statement
• For tenants: First and last pages of a valid lease agreement

Expired leases, mismatched names or missing paperwork can derail the process, so make sure everything lines up before submitting — especially in tenant situations. 

As for new builds, remind your buyer they are responsible for setting up utilities unless otherwise arranged. It’s not the seller’s obligation, and it may not be part of the builder’s process.

Watch for ePortal changes, available soon

The city is currently adding new functions to their online portal, including the ability for owners to grant property managers and other relevant parties access to their properties’ utility accounts, allowing them to make payments and manage services on their behalf. Stay tuned for more updates.

Don’t let your clients’ first day be their worst day

In triple-digit temperatures, strategic planning could be the difference between a smooth move-in and a waterless welcome. Realtors who schedule starts early, submit the correct documents and stay informed on policy changes will be better equipped to protect clients from unnecessary surprises and keep transactions on track. 

Additionally, Phoenix REALTORS® will continue to actively engage with city staff to advocate for a clearer transfer process on your behalf.

If you encounter issues scheduling water starts, contact Alyson Slobodzian at [email protected] for support with specific cases.

Alyson Slobodzian is the government affairs director at Phoenix REALTORS®.