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 El Paso Water Utilities Public Service Board (El Paso Water / EPWater) 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

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.

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

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 connections

Where to ask for broader aid

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.

Research status for this provider

4 of 4 relief signals publicly identified

Verify with official provider ↗

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 El Paso Water Utilities Public Service Board (El Paso Water / EPWater) 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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