Relief research · dataset 2026.08
Leak adjustment and assistance information for El Paso Water Utilities Public Service Board (El Paso Water / EPWater)
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
- EPWater's 24-hour emergency hotline is (915) 594-5500, press 5. It handles water-main breaks, wastewater problems, stormwater issues, and other water emergencies. Customer Service for account questions is available Monday-Friday, 7 a.m.-6 p.m.; leak-adjustment requests use the utility's online account request or published email workflow.
- Leak-adjustment policy
- EPWater's Water Leak Adjustment covers lost water, not repair costs. The account holder must have a hidden leak, such as behind a wall, underground, or beneath a foundation, that increased consumption by more than 10 CCF. Within 60 days after repair, the customer submits an email request with account number, service address, business Tax ID if applicable, leak date and details, repair description, high-bill date range, and a bill showing that consumption returned to normal. Receipts or a repair statement are welcomed, and post-leak usage is used to verify the reduction. A single approved adjustment can cover up to two consecutive affected monthly bills and equals 50% of the excess above the baseline, described in the FAQ as same-month prior-year usage. It applies to the water portion only, not wastewater, stormwater, or environmental-services charges, and is limited to one adjustment in a rolling 24-month period. EPWater normally credits an approved adjustment within 5-10 business days; customers should continue paying while the request is pending.
- Utility assistance program
- AguaCares is EPWater's customer-assistance program for direct single-family retail customers facing financial hardship and risk of disconnection. An approved applicant may receive up to a $250 credit toward the water bill, once per year, and must be on or agree to a payment arrangement for any outstanding balance. Eligibility considers an active account, residence at the service property, prior disconnection risk or history, one application per household, and good-faith partial payments. Funding is limited and applications are reviewed first-come, first-served; an account already disconnected is not eligible for an AguaCares credit to restore service. EPWater also administers AguaRepairs, a residential leak-repair program for homes owned by EPWater customers through Rebuilding Together El Paso.
- State and federal aid connection
- EPWater does not publish a separate utility-administered federal LIHWAP application in the current assistance materials. AguaCares is locally administered by El Paso Water, with donations accepted through the bill and assistance coordinated with community organizations. The official FAQ identifies Project Bravo, United Way of El Paso, Amistad, and other nonprofit agencies as possible payment-assistance sources; county residents served by wholesale providers are directed to El Paso County Community Services. Customers may combine nonprofit help with AguaCares when eligible, but must still establish a payment arrangement for any remaining balance.
Directory comparison
Public-information visibility
| Measure | This provider | Texas | National index |
|---|---|---|---|
| Leak policy identified | Yes | 58% | 35% |
| Utility assistance identified | Yes | 54% | 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
- El Paso Water Utilities Public Service Board (El Paso Water / EPWater) 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.