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 Sewerage and Water Board of New Orleans (SWBNO) 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

SWBNO's official FAQ provides a concrete high-bill rule. For a private-property leak, the customer must submit proof that the leak was repaired and water use must return to normal in the following month; SWBNO then adjusts 50% of excess water charges and 100% of excess sewer charges. A defect in the SWBNO meter or another utility-caused problem is fully adjusted. The customer of record remains responsible for usage recorded through the meter, including unauthorized use. Since September 6, 2024, all disputes, investigations, and hearings route through Hammerman & Gainer International: customers may contact info@swbappeal.com or (504) 910-6484, or contact SWBNO so the information is forwarded to HGI. Customers should preserve plumber receipts, repair dates, meter photos, and the first normal post-repair bill.

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

The Water Help Program assists elderly, disabled, and economically disadvantaged customers through Total Community Action and provides up to $200 annually as a credit against water and sewer fees; it does not cover City sanitation fees. Customers must not have the account in dispute to apply. SWBNO also offers PromisePay interest-free plans for residential and commercial customers with a past-due balance of at least $50; staying current on both the plan and current bill avoids late fees and possible water turnoff. The public program page does not publish a separate senior percentage discount or disabled-veteran cap.

State and federal connections

Where to ask for broader aid

SWBNO's shutoff policy recognizes customers expected to qualify for the federal Low-Income Household Water Assistance Program (LIHWAP) as exempt from shutoff while the assistance process is pending. The local Water Help Program is administered by Total Community Action and funded through customer contributions plus SWBNO matching funds. Customers should contact SWBNO at (504) 529-2837, Total Community Action, Louisiana's current LIHWAP administrator, local Community Action agencies, and 2-1-1, then ensure any agency pledge or application is attached to the account before the shutoff date.

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 Sewerage and Water Board of New Orleans (SWBNO) 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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