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City of Philadelphia

Customer Assistance Programs

Our mission is to provide all Philadelphians with access to clean, safe water.

If you’re having problems paying your water bill or maintaining your service, we have programs that may help you.

Anyone having trouble paying their water bill should apply for help using our new one-stop application process. New assistance programs are designed to help more Philadelphia Water Department customers, including:

  • Households with low income.
  • Seniors.
  • Those experiencing a special hardship that makes it difficult to pay their water bills.

Payment Agreements

Payment agreements can help customers who don’t qualify for our other programs but have a large bill they can’t afford to pay. Both residential and nonresidential customers can work with Water Revenue to enter payment agreements and avoid shutoff.

If you are having difficulty paying your water bills on time or in full, we will work with you to arrange a payment agreement.

Learn more here or call 215.686.6880 for more information.

More ways to get help:

For Residential Customers:

Maintaining/Improving Residential Plumbing and Property

These programs can help residential customers care for their plumbing and improve stormwater management at home.

Zero Interest Loan for Replacing Lead Service Lines

In the City of Philadelphia, water service lines are the responsibility of the homeowner. If you have a water service line made of lead, you may qualify for the Homeowner’s Emergency Loan Program (HELP), a zero interest loan.

Learn more about this program or call 215-685-4901 to see if you qualify. Leave a message with your contact information and a representative will return your call.
Read more about lead pipes and learn how to find out if you have a lead service line on our lead and drinking water page.

Homeowners Emergency Loan Program (HELP)

HELP offers a zero–interest repair loan for homeowners in imminent danger of shutoff because PWD inspectors have issued a Notice of Defect after finding a leaking water line or sewer lateral.
To apply for a loan or to find out more about HELP, call 215.685.4901. Learn more here or see the HELP fact sheet.

Basement Protection Program (BBP)

Some homeowners may qualify for free plumbing devices that can help prevent basement flooding that occurs during heavy rainstorms. Visit the BPP page for more information.

Conservation Assistance Program (CAP)

Provides water conservation devices and education to low-income customers (at or below 150 percent of poverty level), yielding average water usage savings of more than 25 percent for participants. Contact CMC Energy Services at (877) 902-1888. Administered by CMC Energy Services.

Cross Connection Abatement Program

This repair program replaces sanitary drainage lines that are connected to the storm sewer. If a cross-connection is identified by the PWD Cross-Connection inspection program, the Philadelphia Water Department will provide an information package to the homeowner and a referral to the Cross-Connection Repair Program (CCRP).

Rain Check Program

Rain Check is a Philadelphia Water Department program that helps residents manage stormwater and beautify their homes by providing stormwater tools at a reduced cost.

Visit the Rain Check page for more information about free rain barrels and our cost-sharing options for bigger projects like planters and rain gardens.

For Non-Residential Customers:

Assistance and Grants for Businesses, Organizations and Schools

These programs are designed to help our non-residential customers.

Commercial Payment Agreements

Water bill payment arrangements may be available for commercial customers having trouble paying their water bill. A 50 percent down-payment is required, and the full amount must be paid in 3-6 months. To set up a water bill payment plan, call 215.686.6880.

Charitable Organization Discount

A 25 percent discount on water bills for charities, churches, non-profit hospitals, schools and universities.

Discounts for Community Gardens

A 25 percent discount on water bills may be available for community gardens that have a dedicated meter and water line. Qualifying community gardens can also get a discount of up to 100 percent on stormwater fees.

To apply for these discounts, call 215.685.9651 or email CFS.Charity@phila.gov

An application can also be found in our community garden water access guide.

Stormwater Management Grants

Non-residential properties can get funding to pay for improvements that manage at least the first inch of stormwater runoff on a property. These practices reduce stormwater pollution in waterways and enhance water quality in our watersheds.

Stormwater Management Incentive Program (SMIP)

Direct grants to property owners, including schools, who want to construct stormwater retrofit projects. In addition to grant funding to assist in creating stormwater improvements, participants can get significant discounts on commercial stormwater fees through bill credits.

Greened Acre Retrofit Program (GARP)

Grants to contractors, companies or project aggregators who agree to build large-scale stormwater retrofit projects across multiple properties.

Learn more about applying for stormwater incentives and grants..

Business Assistance Grant

Provided to community development corporations, business associations and nonprofits working on behalf of businesses along commercial corridors impacted by PWD construction. The grant is typically used for public relations, signage and cleaning services. We provide outreach to communities prior to construction.

If you are a business owner impacted by PWD construction and haven’t been contacted, let us know. Call 215.685.6300 and mention construction impacts to a business.

Need a hand applying for water bill help?

PWD partners with the Utility Emergency Services Fund (UESF) to help customers get signed up for assistance programs. Even residents who do not qualify for our new programs may still be to get help through UESF's Utility Grant Program.
Get more information by visiting UESF online or by calling 215.972.5170

More: See a map of PWD partner sites where staff can help customers fill out applications for TAP or other programs that can help customers with water bills.

Water Use and Conservation

The average Philadelphia household uses about 154 gallons of water each day. You can save at least a third of that, or about $12 on every water bill, by repairing leaks and by changing some wasteful habits. Here’s more information on water use and what you can do to conserve. 

Basement Protection Program

The Basement Protection Program (BPP) is an important first step in our effort to protect our customers’ properties from sewage backups during intense rain storms.

The BPP may result in the installation of a backwater valve, free of charge to the property owner. The installation may be on your basement plumbing fixtures or on your main house drain, depending on the optimal installation at your particular property.

Download a summary and application for the Basement Protection Program.