Spring has sprung—and with it, the return of residential water shutoffs in Philadelphia. As of April 1, each year, utility shut-off moratoriums expire, and enforcement of unpaid bills begins.  Many water customers may see their water shut off if they owe more than $1,000 in unpaid bills and aren’t on a payment plan or enrolled in an assistance program.

Water shutoffs can be overwhelming, but there are steps you can take to get things back on track. Whether the shutoff is due to non-payment, a public safety issue, or a maintenance problem, knowing what to do next will help you get service restored fast. Follow these simple steps to understand the cause, get your water back on, and prevent future shutoffs:

Non-payment

Your water may be shut off if you owe more than $1,000 in unpaid bills and aren’t on a payment plan or enrolled in an assistance program. You get a notice from the Water Revenue Bureau (WRB) before your service gets shut off. The letter tells you how to apply for assistance and gives you payment options, like setting up a payment plan if you cannot pay in full. If you do nothing, your water will be shut off.

If this is your case, please call (215) 685-6300 or visit any of our three municipal services locations to:

• Pay the full balance or set up a payment plan,
• Apply for assistance—you can get help with your bill if you can’t pay or are experiencing a “Special Hardship” like job loss, OR
• Discuss restoring your service in the event of a medical emergency (if applicable). You should submit a Medical Certification Form if a household member has a serious illness.

We’ll restore your service within 24 hours if you do any of these things.

Customers with past-due balances can apply for the Tiered Assistance Program (TAP), which protects them from shutoffs. With TAP, you’ll have predictable and affordable water bills. Your monthly bill is based on household income rather than water usage.

Tip: TAP erases debt. Make 24 qualifying, on-time TAP payments, and your debt is gone. Nonetheless, TAP is income-based. Call the Utility Emergency Services Fund (UESF) at (855) 827-8373 for help if you don’t qualify for the program.

Landlord non-payment

The Utility Service Tenants Rights Act protects tenants whose landlords handle their water bills. Your water won’t be shut off because your landlord doesn’t pay. Please call (215) 685-6300 if your water has already been shut off because your landlord stopped making payments.

Lack of access to your meter

You could lose water service if the Philadelphia Water Department (PWD) can’t access your meter for inspection, changes, or repairs. If this happens to you, call us at (215) 685-6300 to set up an appointment and allow authorized personnel to access your meter. Within a few hours of finishing the maintenance or service, we’ll restore your water.

Public safety concerns

You may get a Notice of Plumbing Defect if a plumbing issue threatens water quality, public health, or safety. Defect notices tell you there’s a problem between your house and the City’s water main or sewer. In Philadelphia, property owners are responsible for these repairs. This is true even if the broken pipe is outside your building, like under the sidewalk or in the street. Your water supply may be shut off until repairs are made. Call (215) 685-9651 if your water has been shut off because of a Notice of Defect. PWD offers a zero-interest repair loan for uninsured customers who receive a Notice of Plumbing Defect.

Restoration fees

The WRB collects visitation fees to restore water service after a shutoff. If you can’t pay your full balance, you can set up a payment plan and pay 50% of your balance plus $100 to restore your service.

You must still pay the $100 restoration fee if your water is shut off for non-payment and you’re not enrolled in TAP. We’ll work with TAP applicants who can’t afford to pay 50% of their balance before service is restored.