Relief research · dataset 2026.08
Leak adjustment and assistance information for Citizens Energy Group – Citizens 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
- Call Citizens Energy Group at (317) 924-3311 immediately for water main breaks, water leaks, hydrant damage, water theft, or an emergency service disconnection/turn-off. The same number handles general Customer Care during business hours. Citizens may issue a precautionary boil-water advisory after a main break or loss of pressure; customers should follow the official advisory until testing confirms that water is safe.
- Leak-adjustment policy
- Citizens separates underground-service-pipe leaks from other hidden leaks. For a qualifying leak in an underground service pipe, crawl space, or concrete floor, excluding underground irrigation and sump pumps, the customer is responsible for 25% of wasted-water charges; Citizens estimates wasted water as consumption above the customer’s normal record from the leak start through repair, normally no more than two regular meter-reading periods unless missed reads extend the period. For other hidden leaks, including concealed toilet or plumbing leaks, the customer is responsible for 50% of wasted-water charges for no more than one regular reading period unless missed readings extend it. The hidden-leak test requires consumption at least double normal, at least 2,000 cubic feet above normal, total use above 2,800 cubic feet, a hidden leak circumstance, and completed repairs; it is limited to one occurrence per customer per service address. Citizens must inspect the premises and receive a detailed repair receipt from the plumber or contractor before granting the adjustment, and it may disconnect service after notice if customer-owned leaks are not repaired.
- Utility assistance program
- Citizens’ Low Income Customer Assistance Program, or LICAP, is tied to Indiana’s federally funded Energy Assistance Program. An approved EAP household automatically receives a $6–$15 credit on the Citizens wastewater bill, while Citizens’ separate Universal Service Program provides a 10%–25% natural-gas discount. Citizens also operates the Warm Heart Warm Home Foundation, which provides grants toward utility bills and past-due balances; customers apply by calling (317) 924-3311. Income-eligible homeowners connected to Citizens sewer may qualify for the Home Infrastructure Program for water-leak repairs, drain-line repairs, and related work; the current page lists a household-under-70%-of-State-Median-Income standard and excludes rentals, wells, and septic properties for water/drain repairs.
- State and federal aid connection
- Citizens directs customers to Indiana’s federal Low-Income Home Energy Assistance Program through indyeap.org. For the 2025–2026 season, applications were accepted October 1, 2025 through April 20, 2026; a submitted or approved application should be sent to customercare@citizensenergygroup.com. EAP is a one-time federal benefit and can help when a customer is disconnected or facing disconnection. Citizens states that proof of a completed application or approval protects eligible households during Indiana’s December 1–March 15 winter shutoff moratorium, and EAP approval triggers the LICAP wastewater credit. Local United Way Winter Assistance Fund and Indiana 211 referrals supplement EAP, while Warm Heart Warm Home provides year-round Citizens grant assistance.
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 Wastewater public website ↗
Provider-controlled destination used to confirm current customer instructions.
- EPA Safe Drinking Water Information System ↗
Federal background on public water-system records and their limitations.