Under certain circumstances, you can prevent or postpone your water from being shut off.
Apply for assistance
The City gives a 14-day window of protection from water shutoff to any customer who requests an application. You will also be protected from water shutoff while we process your application. If you requested this application because you were in danger of being shut off, make sure to submit your completed application within 14 days to avoid shut off. Your water will not be shut off while your application is being reviewed. Request an application for customer assistance.
Request a payment plan
For residential agreements, a 25% down payment is required and must be paid in 6–12 months. For commercial agreements, a 50% down payment is required and must be paid in 3–6 months. Find out more about payment agreements.
If you are sick and need water service for health reasons, the Water Revenue Bureau may delay the shutoff of your services for 30 days. To request a delay, you must call (215) 685-6300 or send a request to the Bureau that includes the following:
- A completed and signed Medical Certification Form; OR
- A letter that says:
- Having your water shut off will prevent you from getting better.
- You understand that your service will be shut off at the end of the delay period if you haven’t paid your entire bill or entered into a payment agreement by then.
- An official doctor’s note stating that you have a serious illness and how long it will take you to get better.
Sending your shutoff delay request:
You or your doctor should fax medical documentation to (215) 685-3777 or email them to MedicalDelay@phila.gov
You can also mail documentation to this address:
Water Revenue Bureau
P.O. Box 41496
Philadelphia, PA 19101-1496
Please note: Medical delay request documentation must be on file with us within five business days of the original request.
If your water has been shut off because your landlord has stopped making water payments, you must be given a chance to stop the shutoff under the Utility Service Tenants Rights Act (pdf). Call (215) 685-6300 for information on the Utility Service Tenants Rights Act process.