Illinois American Water customers share hardships paying water bills, oppose rate increase

Illinois American Water customers shared their hardships dealing with rising utility costs Tuesday as the Illinois Commerce Commission decides whether to grant the water company a rate increase.

Bolingbrook resident Pat Smith said she bathes twice a week and washes her hair once a week to conserve water. Dishes are rinsed and reused. Clothes are worn multiple times before being laundered.

Some homeowners said they shouldn’t be forced to choose between paying their water bill or buying groceries or medicine. Senior citizens said a significant portion of their Social Security checks are spent on water. Others said the company is making its profits off those who can least afford another rate increase.

About 660 people attended a public forum Tuesday in Bolingbrook to protest Illinois American Water’s proposed rate increase.

The Illinois Commerce Commission is expected to issue its decision on the utility company’s request by Dec. 18. The commission is also accepting written comments from affected customers via its website, icc.illinois.gov, or by calling its consumer services division at (800) 524-0795.

Illinois American Water customers living in Bolingbrook, Lisle and Homer Glen as well as state legislators and municipal officials spoke for about 2 1/2 hours urging the ICC to deny the rate increase. Another public forum may be scheduled because time expired before all of the people who signed up to speak had a chance.

Illinois American Water President Rebecca Losli said the company is investing in its infrastructure to improve service for its 1.3 million customers throughout 177 communities.

The company has invested $2 billion in water and wastewater improvements since 2025, Losli said. Tap water is held to the industry’s highest standards and is tested so it meets or surpasses state and federal drinking water regulations, she said.

The company’s new rates would support about $577 million in water and wastewater system improvements through December 2027, including replacing 42 miles of aging water and sewer mains, removing lead service lines and addressing emerging chemical contaminants such as per- and polyfluoroalkyl substances, or PFAS.

Ignoring the critical needs would be a disservice, Losli said.

Illinois American Water officials said their rate request is $129 million over two years, though the Citizens Utility Board, a consumer watchdog organization, has put the figure as high as $142 million.

Under the utility’s proposal, the typical residential water customer using 3,500 gallons of water would see an increase of $14 per month, depending on the service area. Typical customers served by sanitary wastewater systems using 3,500 gallons of water would see an increase of about $28 per month.

Water customers, however, said enough is enough.

James Stewart, a Bolingbrook resident, said three years ago his monthly water bill was $177 for using 6,200 gallons of water. This year, his bill is $172 for using just 3,700 gallons.

“Something about the numbers here just don’t make sense, and it’s not fair,” he said.

Bolingbrook Mayor Mary Alexander-Basta said households in her town cannot absorb another rate increase.

“For too long, utility companies have come before the Illinois Commerce Commission asking working people to pay more while they continue to make massive profits,” Alexander-Basta said. “That is not fairness. That is not accountability. And it is not sustainable.”

Lisle Mayor Mary Jo Mullen said the 600 homes on Illinois American Water pay four times what residents on the municipal system pay.

“There is no equity in paying four times what their neighbors pay,” Mullen said.

Illinois American Water has among the most frustrated customers in the state, said Jim Chilsen, director of communications for the Citizens Utility Board, a nonprofit utility watchdog group.

This would be the fourth rate hike in a decade for Illinois American, the state’s largest investor-owned water and wastewater utility, he said. The utility has received $230 million in rate hikes over the last decade including $110 million in 2024, $85 million in 2022 and $35 million in 2016.

Meanwhile, the utility’s parent, American Water, has brought in more than $1 billion in profits in each of the last two years, Chilsen said.

“Illinois American has been a rate hike machine,” Chilsen said.

Al Hollenbeck, the volunteer state president with the AARP, said seniors want to age in place in their homes and communities, but the rising costs of utilities makes it difficult, especially for those on a fixed income.

He said if the rate increase is approved, Illinois American Water customers in the area will pay close to $300 a month for service. Naperville customers, who don’t rely on Illinois American Water, pay about $150 a month for a similar usage, he said.

“We have to make noise,” Hollenbeck said. “We have to communicate to the commerce commission this is not acceptable.”

• Michelle Mullins is a freelance reporter for the Daily Southtown.