Leak relief and household assistance

A high water bill may have a path to review

Hidden plumbing failures can produce an alarming bill before the problem is visible. This guide separates what City of Tucson Water Department (Tucson Water) publicly describes from the practical steps every customer can take while requesting help.

Provider-specific review

What the public record says about a leak adjustment

Tucson Water offers adjustments for valid high use caused by a leak, theft, vandalism, another known consumption event, or unexplained high use. Eligibility requires that usage has returned to normal, the disputed use exceeded 20 CCF, no adjustment was granted during the previous 3 years, and the high-use period occurred within the previous 7 months; reclaimed-water and construction-water accounts are excluded. The residential Customer Relief Adjustment applies to single-family and duplex/triplex classes and compares the high-use month with the same month of the prior year. Excess use is charged across the higher usage tiers, with remaining water charged at the lower Tier 1 rate. Customers request assistance from Customer Service at 520-791-3242 or by email and should provide the service address and/or statement account number; the City may request supporting documentation for emergency hardship. Applicable water charges and taxes still apply after adjustment. Multifamily, sub-metered mobile-home, commercial, and industrial customers may receive a Courtesy Adjustment that compares the same month of the prior year and dismisses one-half of the excess use.

Stop the loss

Shut off the failing fixture or supply and arrange a qualified repair.

Keep proof

Save dated invoices, parts receipts, photographs, and meter readings.

Request review

Submit the request promptly and keep paying any undisputed amount.

Utility assistance

Customer assistance and eligibility

Tucson Water CARES (Community Assistance and Resources for Economic Stability) provides monthly discounts on combined water, sewer, and garbage bills for income-qualified customers, with enrollment available for up to 3 years and a renewal notice at least 30 days before expiration. Customers may apply online or call 520-791-5443 Monday-Friday, 8 a.m.-4:30 p.m.; documentation includes a current utility bill, photo identification, and income proof for the prior 30 days. Households already participating in Section 8, SNAP, Medicaid/expanded Medicaid, TANF, WIC, or Head Start/Early Head Start can automatically qualify for a 40% bill discount after eligibility is confirmed. Tucson also provides emergency-hardship relief of up to a $150 bill credit for qualifying single-family and duplex/triplex households facing job loss, serious illness/injury, or loss of an income-earner, with supporting documentation required.

State and federal connections

Where to ask for broader aid

CARES eligibility follows U.S. Department of Health and Human Services federal poverty guidelines and counts household wages, child support/alimony, interest or rental income, TANF, SSI, Social Security, veterans or disability benefits, unemployment, retirement, and other cash assistance. Tucson's application materials recognize DES award letters for food or cash assistance, and the City links customers to Pima County Community Action Agency for utility assistance and repairs. The official assistance page also directs customers to Chicanos Por La Causa, Interfaith Community Services, Primavera, Salvation Army, St. Vincent de Paul, PPEP, Community Home Repair Projects of Arizona, Pima County programs, and tribal assistance through Pascua Yaqui and the Tohono O'Odham Nation. The utility page does not claim a separate federal LIHWAP processing channel; customers should apply through CARES and linked county/community agencies.

Research status for this provider

4 of 4 relief signals publicly identified

Verify with official provider ↗

Emergency route

Published detail

Leak policy

Published detail

Utility aid

Published detail

State/federal aid

Published detail

Leak and assistance notes

Build the file before asking City of Tucson Water Department (Tucson Water) for relief

A high bill can have several causes, including a hidden plumbing failure, irrigation use, a meter issue, a change in occupancy, or a rate adjustment. The provider’s leak policy determines whether any credit is available; an unusually high bill does not automatically qualify.

Keep a dated record of the reading, the suspected source, the repair, the contractor or parts receipt, and the return to normal use. Ask whether the utility requires a specific form, a licensed repair, a meter test, photos, or a request within a fixed number of days.

For income-related difficulty, ask about local assistance, payment arrangements, state programs, and community referrals separately from a leak adjustment. These programs often use different applications, documents, funding limits, and deadlines.

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