Do you have unpaid water bills that piled up over the winter?
The best way to avoid having your water at home shut off, and avoid dealing with fees and headaches, is simple: get in touch with us!
During the colder months, we do not shut off most residential customers if they fall behind on their bill because doing so could also cause the heat to stop working.
While that keeps our customers safe, it can also lead to a bigger past-due amount and your water getting shut off when spring arrives.
Unlike in past years, we will now only send one notice warning customers that their water will be shut off due to non-payment – and some customers are already getting their one-and-only shutoff notice in the mail.
Why the change?
Customer advocates encouraged the single-notice policy because they believe multiple notices are confusing and contribute to non-payment of bills and loss of water services.
The new one-notice policy means customers with two or more unpaid monthly bills totaling more than $75 past-due can have their water shut off as soon as the date listed at the top of the notice.
As we adopt this new policy, we want to make sure customers know that our assistance programs have grown to help more people than ever. These programs can help customers who have low income, are seniors, or experience a special hardship that makes it difficult to pay their water bills.
Don't get shut off – get help!
If you got a shutoff notice in the mail and cannot pay your water bill, it's very important to apply for help right away.
By applying for help, you can delay or avoid getting shut off and having to pay restoration fees as we process your application.
Below are some of the tips for avoiding spring shutoff that we included in a reminder mailed out to customers in February.
Don’t want to pay your bill by mail?
We have other ways to pay:
ZipCheck (Automatic Bank Transfer)
Register for ZipCheck to set up automatic monthly payments.
Download the application and follow the instructions from our partners at the Department of Revenue, the City agency responsible for processing water bills.
You can also get info about signing up by calling 215.685.6300.
Online
Visit our website and click the blue “Pay Your Bill” button
You’ll need your 16-digit water/sewer account number, email address, and bank account number or a credit/debit card.
By Phone
Call 877.309.3709
Be ready with your 16-digit water/sewer account number and a credit/debit card.
Note: the provider charges a service fee.
In Person
Come see us and pay directly:
Three authorized customer service locations are open Monday-Friday. The Water Revenue Bureau is not responsible for payments made at any other location.
Center City, 8:30 a.m.–5 p.m.
Municipal Services Building
1401 John F. Kennedy Blvd
Hours may be extended during tax season, call
Northeast Philadelphia, 8:30 a.m.–5 p.m.
Department of Revenue
7522 Castor Avenue
North Philadelphia, 8:30 a.m.–5 p.m.
Hope Plaza
22nd and Somerset Streets
New ways to prevent shutoff
Get help with your bill
Your water won’t be turned off as your application is processed.
Our assistance programs have grown to help more customers than ever. These programs can help customers who have low income, are seniors, or experience a special hardship that makes it difficult to pay their water bills.
You can apply online, by mail, or in-person at over two dozen locations.
www.phila.gov/water-bill-help or call 215.685.6300
TIP: Have the Water Access Code from your bill ready.
Payment Agreements
Payment agreements are another option to avoid getting shut off and may be offered to customers who are having difficulty paying a bill in full or on time, but don't qualify for assistance.
This can help with an unusually high bill due to an unnoticed leak.
Call our hotline number above to ask about payment agreement options or read More Ways to Get Help
Is a leak to blame for high bills?
A leaky toilet can be a costly surprise.
If your water bill is higher than usual, it could be caused by a leak or something as simple as a running toilet.
It might not seem like a big deal, but customers are still responsible for water wasted by leaks, so don't ignore them – act fast by fixing it or calling a licensed, registered plumber.
Other slow-but-steady leaks can also go unnoticed, so learn to use your meter to detect problems.
How to Check for Leaks Using Your Meter
If these numbers go up, even when you think you aren’t using water, you may have a leak or running toilet.
The blue star-shaped dial is a low flow leak indicator: Water is flowing when this dial is turning.
- Turn off all your faucets and taps, inside and outside your home.
- Record all the numbers displayed.
- Stop all water usage for at least several hours (while working or overnight.)
- Read your meter again, and compare those numbers to what you wrote down earlier. If the numbers are different, you have a leak.
