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 Aurora – Aurora Water Customer Service 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

Aurora’s Leak Adjustment Credit Policy may provide a one-month adjustment when a customer’s account is current and in good standing, consumption has doubled compared with the same period in the prior year, and the leak has been repaired. The customer should submit the request through the portal’s Leak Adjustment Report or by calling (303) 739-7388, provide receipts or other proof that the repair was completed, and be prepared for Aurora to inspect the property. The request must be made within 90 days of discovering the leak, and only one leak adjustment is permitted within a 12-month period. The credit is based partly on the increase in water use and applies to a portion of the excess, so it is not an automatic cancellation of the entire bill; the utility determines the final calculation under its policy.

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

Aurora Water Cares is the city’s local payment-assistance program for customers experiencing circumstances such as medical crisis, job loss, or limited/fixed income. The city’s February 2026 program notice states that an eligible customer may apply once every 12 months and may receive up to $400 toward a past-due water bill. Customers start the application or document-upload process through the Aurora Water Cares portal or by calling 1-833-55WATER (1-833-559-2837); eligibility and required documents are determined during the application.

State and federal connections

Where to ask for broader aid

Aurora’s published customer-assistance route is Aurora Water Cares, a locally administered program with an annual application limit and a stated maximum award of up to $400. The official water pages reviewed do not publish a direct Colorado or federal LIHWAP intake, automatic water-bill credit, or utility-side application workflow. Customers with broader hardship should ask Aurora Water Cares and local human-services agencies whether any active state or federally funded assistance, charity referral, or emergency-payment resource can be applied to the account; do not assume that energy-only programs automatically pay an Aurora water balance.

Research status for this provider

4 of 4 relief signals publicly identified

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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 Aurora – Aurora Water Customer Service 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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