Help Paying Your Water Bill: Where to Look and What to Ask

Start with the utility itself

The most reliable help usually comes from the water utility. EPA says many water and wastewater utilities run Customer Assistance Programs, or CAPs. These use bill discounts, special rates, and other tools to help households that are struggling. EPA also notes that even a utility without a formal program may offer a payment plan if you call and explain your situation.

Look on your utility’s website for words like “customer assistance,” “bill discount,” “low-income,” “senior discount,” or “hardship.” If you can’t find anything, call customer service and ask directly. Your utility’s profile in our directory lists any assistance information we have documented and links to the official site.

What utility programs look like

Programs vary a lot, so it helps to see real examples. These are from two large utilities. They show the kinds of help that exist; they are not available outside those cities.

Philadelphia’s Tiered Assistance Program, or TAP, sets the monthly water bill based on household income, not on how much water you use. The city says that after a customer pays 24 TAP bills, the rest of their eligible past-due debt is wiped out.

DC Water offers several Customer Assistance Program levels for income-eligible households, with eligibility verified by the District’s Department of Energy and Environment. DC Water says the discounts range from $218 to $1,572 a year. It also offers flexible payment plans for past-due balances.

• Bill discounts or reduced rates for income-eligible households
• Senior or disability discounts
• Arrearage forgiveness after a run of on-time payments
• One-time crisis grants, often funded by customer donations
• Leak repair help for low-income homeowners
• Payment plans that spread a past-due balance over months

What happened to federal water assistance (LIHWAP)

The Low Income Household Water Assistance Program, or LIHWAP, was a temporary federal program that helped households with water and sewer bills. That money is gone. The federal Administration for Children and Families now says funding is no longer available for LIHWAP and households cannot receive LIHWAP benefits.

If a website, flyer, or caller says you can apply for LIHWAP today, be careful. It may be out of date, or it may be a scam. Some states or cities may run their own water programs with different names, so ask your local agency what is available now.

Why LIHEAP usually won’t cover a water bill

LIHEAP, the Low Income Home Energy Assistance Program, is a different federal program. It helps with heating and cooling costs. ACF’s consumer FAQ says LIHEAP funds generally may not be used to pay water and sewer bills. The one exception it lists is when water is used for cooling, such as in an evaporative cooler.

LIHEAP can still help indirectly. If an energy grant covers your electric or gas bill, you may have more money left for the water bill. The same local agencies that run LIHEAP often know about other help too.

Local help: 211, community action agencies, and charities

Dial 211 to reach United Way’s 211 service, which connects people with local help, including help paying bills. Tell the specialist that you need help with a water bill, give your city or county, and mention any shut-off date. Calls are confidential.

Community action agencies, local charities, religious groups, and some city or county offices offer one-time help with utility bills. Funding can run out partway through the year, so apply early and ask how long a decision takes. Ask whether they pay the utility directly, and whether the utility will accept a pledge from them to hold off a shut-off.

A checklist before you apply

Most programs ask for similar documents. Gathering them once saves time when you apply to more than one place.

• Your most recent water bill and any shut-off notice
• Photo ID for the account holder
• Proof of address, such as a lease or a different utility bill
• Proof of income for everyone in the household, such as pay stubs, benefit letters, or a tax return
• Proof of other benefits you receive, such as SNAP or Medicaid, which some programs use to qualify you
• Your landlord’s contact information if you rent and water is in their name

Ask for a payment plan at the same time

Assistance applications can take weeks. A payment plan can keep your account safe while you wait. Ask the utility what down payment is required, how many months you can take, and whether late fees stop while you are on the plan.

Real terms vary widely. Philadelphia says most residential payment agreements require a 25 percent down payment and must be paid off in 6 to 12 months, with lower down payments for some low-income applicants. New York City’s DEP says it offers agreements with $0 down and repayment periods from 3 months to 10 years. Our payment plan guide has a script you can use.

If you are behind and a shut-off date is close

Call the utility first, before the date on the notice. Tell them you are applying for help and ask whether that pauses the shut-off. Ask for the answer in writing or get a confirmation number. Then contact 211 and any program the utility recommends the same day.

Keep copies of every application and every letter you receive. If you are approved for help, confirm that the payment reached your account before the deadline.

Ways to lower future bills

Help with a past-due balance is most useful when the monthly bill is manageable afterward. Check for leaks, especially toilets, and look at outdoor watering in summer. EPA says fixing easily corrected household leaks can save about 10 percent on water bills. Some utilities offer free water-saving fixtures or rebates, so it is worth asking.