Relief research · dataset 2026.08
Leak adjustment and assistance information for Citizens Energy Group – Citizens Water and CWA Authority, Inc. (Indianapolis Water and Wastewater)
A high bill does not automatically qualify for a credit. This page states only the provider-specific emergency, leak, or assistance details identified in public material.
Stop active water loss
Use the provider’s emergency route for public-side issues and a qualified repair route for private plumbing.
Preserve the evidence
Keep dated readings, photographs, parts receipts, contractor invoices, and proof that usage returned to normal.
Ask for the exact policy
Confirm the form, filing deadline, eligible repairs, calculation method, and payment expectation during review.
Provider-specific findings
Relief research for this provider
The notes below may document a route, rule, or explicit public-information limit. General preparation steps are not represented as utility policy.
- Emergency reporting route
- 317-924-3311 for water leaks, water emergencies, and Citizens customer support. Citizens' current maintenance page tells customers to call this number immediately for a water leak or other water emergency. For industrial wastewater spills, Citizens lists 317-402-8636.
- Leak-adjustment policy
- Citizens publishes one of the most specific leak-adjustment policies in the dataset. For an underground leak in a service pipe, crawl space, or concrete floor, excluding underground irrigation systems and sump pumps, the customer is responsible for 25% of the wasted-water charges, meaning Citizens may adjust 75% of the excess. The affected period is estimated from the leak's beginning through repair and normally cannot exceed two regular meter-reading periods unless missed readings extend it. Wasted water is consumption above normal usage based on the customer's history, or the prior calendar-year average for the applicable residential/business classification if no history exists. The customer must repair the condition, allow Citizens to inspect the premises, and submit a detailed plumber/contractor repair receipt. Other hidden leaks, including concealed toilet leaks, are eligible only once per customer/service address, for no more than one regular reading period unless missed readings extend it, and only when usage is at least double normal, at least 2,000 cubic feet above normal, above 2,800 cubic feet total, concealed from open view, and repaired. For those leaks the customer is responsible for 50% of wasted-water charges, so the potential adjustment is 50%. Irrigation and sump-pump leaks are excluded. Citizens also permits billing-error adjustments to the known error date or one year, whichever is shorter.
- Utility assistance program
- Citizens provides flexible payment arrangements and the Warm Heart Warm Home Foundation, which makes grants for customers struggling with utility bills; customers apply by calling 317-924-3311. The current Citizens assistance page publishes income bands for the Foundation but no universal maximum grant cap. The federal Energy Assistance Program automatically provides an Indiana low-income customer a 10–25% natural-gas discount and a $6–$15 credit on the Citizens wastewater bill, described as LICAP, when approved. Income-eligible owner-occupants may also qualify for Citizens' Home Infrastructure Program for water leaks, drain-line repairs, and gas-water-heater repairs, and for a no-charge high-efficiency toilet replacement; rental properties and septic/well properties are excluded from the water-repair program.
- State and federal aid connection
- Citizens directly integrates Indiana's federally funded Energy Assistance Program/LIHEAP at https://indyeap.org/. The 2025–2026 EAP window ran October 1, 2025 through April 20, 2026; Citizens says approval automatically triggers the 10–25% gas discount and $6–$15 wastewater LICAP credit. A completed EAP application or approval can prevent utility shutoff during Indiana's December 1–March 15 winter moratorium when proof is emailed to customercare@citizensenergygroup.com. Citizens also lists the United Way Winter Assistance Fund at https://uwci.org/waf, Warm Heart Warm Home, Indiana 211 at https://in211.communityos.org/ or 2-1-1/1-866-211-9961, IHCDA resources, township trustees, and community agencies. Customers should confirm the current program year and submit awards directly to Citizens.
Directory comparison
Public-information visibility
| Measure | This provider | Indiana | National index |
|---|---|---|---|
| Leak policy identified | Yes | 32% | 35% |
| Utility assistance identified | Yes | 28% | 31% |
| Relief fields documented | 4 of 4 | — | — |
Coverage does not measure generosity, eligibility, available funding, or service quality.
Read the nationwide analysis →Research record
Broad public detail found
4 of 4 fields in this section contain provider-specific public detail in dataset August 1, 2026.
Documented
100%
Primary verification routes
- Citizens Energy Group – Citizens Water and CWA Authority, Inc. (Indianapolis Water and Wastewater) public website ↗
Provider-controlled destination used to confirm current customer instructions.
- indyeap.org reference ↗
Public URL preserved in the compiled record. Confirm its publisher, date, and applicability before relying on it.
- uwci.org reference ↗
Public URL preserved in the compiled record. Confirm its publisher, date, and applicability before relying on it.
- in211.communityos.org reference ↗
Public URL preserved in the compiled record. Confirm its publisher, date, and applicability before relying on it.
- EPA Safe Drinking Water Information System ↗
Federal background on public water-system records and their limitations.