The City of Philadelphia has worked hard to protect water customers throughout the COVID-19 pandemic. We stopped water shutoffs across the city – even for non-payment of bills – in March 2020. Residential water customer can count on this protection until the Spring of 2022.
We also paused penalties for non-payment for 13 months. Now, with vaccinations underway and more City services reopening, we’ve restarted penalties.
We realize the pandemic continues to place financial stress on many water customers. Now is the time to request water bill help. You can apply for several programs that lower your water bill, temporarily or permanently.
Elise King is a Supervisor in our Customer Assistance Division. She has worked for the Water Revenue Bureau for 13 years. We asked her about applying for help when you can’t afford your water bill.
What is the best way to submit a water bill help application?
S. Elise King: The online application is always best. Applying online is easy, fast and secure. This also limits your contact with Water Revenue Bureau staff, which helps keep you and our staff safe and continues to be important during this phase of the pandemic. A paper application is an option for those more comfortable with the standard process.
How come there is a single application for all water assistance programs?
SEK: It’s a matter of both convenience and savings for the water customer. The applicant does not have to question which of our programs is right for them. We review your application and, based on the information submitted, will offer you the program with the lowest monthly bill.
If I don’t have a scanner at home, how can I submit my documents?
SEK: You don’t need a scanner. You can take pictures of your proof of income or of residence with a cell phone. You would then attach them to your online application. We accept the pictures as valid documents as long as the information is clear. Also, utility bills can usually be downloaded from your utility company’s website, and then attached to your application.
What if I can’t complete my entire application at one time?
SEK: That is another benefit of the online application. It will save the information you have entered, even if you don’t complete all of it in one go. If you need to find missing information or documents, take pictures of documents on your phone, or have to work on something else, you can complete the application at another time.
What if I have questions as I am working through the application?
SEK: The best thing to do is email your questions to watercap@phila.gov. You can also call us at (215) 685-6300. We will do our best to answer any questions about your application.
