Please see the important updates below regarding our ongoing response to the COVID‑19 emergency.
- Declaración y Actualizaciones del Departamento de Agua, concernientes al coronavirus (en español)
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If you have lost water or have questions, please call (215) 685-6300 or email email@example.com.
For all other information, get updates from the Philadelphia Department of Public Health and Office of Emergency Management on the City COVID-19 page.
Water in Philadelphia is safe to drink and not impacted by the virus.
“The safety of our customers and our employees is, as always, our highest priority. As we face this challenge as a city, the Water Department wants Philadelphians to know that losing access to water is one thing they won’t have to worry about. We will not shut off customers who fall behind on payments through May 15, and we will continue to provide the critical core services that are our mission.”Commissioner Randy Hayman
Shutoff Protection Extended to July 10
If you are unable to pay your water bill due to economic impacts from the COVID-19 pandemic, you will not face shutoff through July 10, 2020.
This latest extension, first enacted in March 2020, aligns with a May 7, 2020, Commonwealth of Pennsylvania Executive Order shielding residents from eviction.
“The health and safety of customers is our top priority,” says Commissioner Randy Hayman. “Access to clean water is an essential part of public health and we are extending our temporary freeze on water shutoffs, effective through July 10, 2020.”
All account holders are still required to pay their bills and should do so if possible. Water bills fund essential infrastructure investments critical to everyday life in Philadelphia.
Those who cannot pay their bill should apply for help using the application found here.
Updated Water Service, Lateral Repair, and New Connection Permit Process
The following update went in to effect May 1, 2020 in accordance with the Mayor’s revised COVID-19 order authorizing certain construction activity.
For Emergency Water Service, Sewer Lateral Repair, New Connection, and Discontinuance permits:
We will process plumbing permits for new connections if the site construction has an approved building or site construction permit issued by Licenses and Inspection (L&I) on or before 3/20/20.
All work must comply with Sections 1 – 5 of the Mayor’s Order. During the city’s response to COVID-19, we will continue to issue permits to replace existing defective water services and sewer laterals on an emergency basis.
Please carefully review instructions for obtaining these permits as detailed in this May 1, 2020 fact sheet.
Infrastructure Construction Resumes
The Philadelphia Water Department resumed construction at approved project worksites following Governor Tom Wolf’s announcement that construction activities across the state could resume on May 1, 2020.
Our priority at all worksites is the health and safety of our communities. Our teams are utilizing protective equipment, sanitizing procedures, and social distancing. We are committed to ensuring a safe workplace for all employees and protecting their health.
Please see our Construction Notifications page for information about ongoing work.
To report construction‑related incidents or issues requiring immediate attention, please call 215‑685‑6300.
Shutoff Freeze for Nonpayment Extended to June 1
In line with other regional utilities, the Philadelphia Water Department (PWD) and the Water Revenue Bureau (WRB) have agreed to postpone all water shutoffs for residential and commercial customers who are unable to pay their bills through June 1, 2020.
This is a 16-day extension of the original postponement period, which prevented delinquent accounts from being shut off through May 15.
“As our community follows stay-at-home orders, we understand there are broad consequences for many customers. To ensure that those struggling financially will not lose water needed for drinking, washing hands, bathing and cooking, we are putting a temporary freeze on water shutoffs, effective through June 1, 2020,” says Commissioner Randy Hayman.
“It is still important to pay your bill if you can, as all of our operations are funded by revenue from water bills. While we are not shutting people off, customers will still receive a bill and that balance will continue to accumulate as water services are used.”
Customers who cannot pay their bill should apply for help using the application at www.phila.gov/waterbillhelp
See the full announcement here.
During Philadelphia’s ongoing response to COVID-19, only permits to replace existing defective water services and sewer laterals can be issued, on an emergency basis. This includes water service
Discontinuances and Seal Lateral permits. To acquire these permits, please refer to the process outlined in this fact sheet.
The Philadelphia Water Department (PWD) will grant a time extension to expiration dates for project permits and approvals impacted by the Pennsylvania Stay at Home order. Time extensions only apply to PWD-issued permits and approvals. Please contact the listed units for specific assistance and information.
|SW Plan Reviewfirstname.lastname@example.org|
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Private Development Services
In response to COVID19, Private Development Services switched to limited operations. To review changes to the program, visit the PWD Plan Review website.
Stormwater Grants and Incentives Updates
The Stormwater Grant application deadline was moved to July 1st on March 16th, 2020. The pre-application meeting deadline has been extended. If you have a meeting scheduled and would like to reschedule, please email PWDStormwaterCredits@phila.gov
Delayed Assistance Applications and Call Wait Times
Customers should be aware of longer processing times for customer assistance applications due to limited resources for Water Revenue Bureau staff working remotely.
“These steps are necessary to provide a safe workplace for employees, and we ask for patience from our customers during this health crisis,” says Deputy Revenue Commissioner Michelle L. Bethel-Miller.
To ensure a safe workplace for call center staff, in-office employees are staggered. PWD and Revenue staff ask for patience when calling (215) 685-6300, which is currently open for emergencies.
If you are a customer and can’t get through, contact the @PhillyH2O or @PhilaRevenue social media accounts, or email firstname.lastname@example.org. Web and social media staff will respond as soon as possible but are not a substitute for emergency calls.
For billing issues, customers can use WRBHelpdesk@phila.gov.
Philadelphia Water Department crews are working to restore water to all accounts where possible and may need to make emergency repairs during the COVID-19 response.
It may be necessary for workers to speak with a customer or building occupant to investigate taste and odor concerns, provide instructions for turning water on or off, confirm the status of water pressure in the building, or provide plumbing-flushing instructions after repairs are made.
In order to maintain safety protocol during the COVID-19 response, PWD workers who are required to contact customers for emergency repair work will follow social distancing practices and may use personal protective equipment (PPE) such as gloves, eye protection and a protective suit or mask.
We understand the concerns of our customers. Protecting their health and ensuring a safe workplace for all PWD employees is our highest priority.
Notice of Defect and Emergency Loans
Plumbers and other private contractors making emergency repairs are exempt from the City’s restrictions on business activity. That means if you have a plumbing issue and need to hire a contractor there are no restrictions.
Applications for interest-free emergency HELP loans are still being processed. Call the hotline or follow directions on the Notice of Defect delivered to your home so you can get your issue addressed as quickly as possible and keep your water flowing. More info and HELP applications are available online. You can also address the HELP office at PWDHelpLoan@phila.gov or (215) 685-4901 to leave a message.
Crews began turning water back on for customers, beginning with residential accounts, who lost water for nonpayment March 13. There is no fee. If you still do not have water please call us right away. In some cases an inspector may have visited your property and discovered unsafe plumbing conditions, such as flowing water that would flood homes.
As a temporary measure, all penalties and late fees for water bills are suspended until further notice for Philadelphia’s residential and commercial water customers. The City of Philadelphia will continue to review this decision with guidance from the Philadelphia Department of Public Health.
Loss of Water
We are not shutting off water for nonpayment but may have to stop flow to water mains to make emergency repairs. In the event of a water main break, customers may lose water without warning. When possible, we will give residents as much time to prepare as we can. See reported breaks here: Construction Map
All non-emergency work is suspended. We have instructed crews to make work sites safe until construction can resume. If you think an inactive construction site is hazardous, please call (215) 685-6300 and we will investigate.
See this blog post from the City of Philadelphia to track impacts to City services.
During a joint address with City of Philadelphia departments and agencies, Commissioner Hayman again stressed today that water is safe and not impacted by this virus and that no one will be shut off unless necessary for repairs.
Watch the address here or see his full statement below:
March 18, 2020 PWD Statement for COVID-19 Health Emergency
“The safety of our customers and our employees is, as always, our highest priority.
All necessary Philadelphia Water Department (PWD) operations will continue uninterrupted to ensure delivery of safe, clean drinking water and treatment of wastewater.
Philadelphia’s drinking water is safe to drink, and customers do not need to purchase bottled water.
PWD and our Bureau of Laboratory Services want to assure customers that the virus will not impact the safety of the city’s water supply. Conventional water treatment methods, including filtration and disinfection used at all of Philadelphia’s drinking water plants, removes or inactivates the virus that causes COVID-19.
We continue to test and monitor our drinking water 24/7 to ensure the highest quality water for the residents of Philadelphia.
As we face this challenge as a city, the Water Department and the Water Revenue Bureau wants Philadelphians to know that losing access to water because they’re falling behind on their bill is one thing they won’t have to worry about.
We will not shut off customers who fall behind on payments through May 15. In addition, this week we began restoring water service to customers previously shut off due to delinquent water accounts.
However, in some cases, such as water main breaks and essential infrastructure repairs, we may have to shut off flow to water mains to make repairs. When possible, we will give residents as much time to prepare as possible.
Our emergency crews and the contractors we work with will make repairs as quickly as possible to minimize the time customers are without water. If you have a plumbing emergency or receive a Notice of Defect from PWD, prepare not to have water for at least several hours and make repairs as soon as possible.
Plumbers and other private contractors are exempt from the City’s restrictions on business activity. That means if you have a plumbing issue and need to hire a contractor there are no restrictions.
Our staff is still processing applications for our interest-free emergency HELP loans, so call us if you need that or follow directions on the Notice of Defect so you can get your issue addressed as quickly as possible and keep your water flowing.
The PWD customer contact center (215) 685-6300 will be open for emergencies 24/7 or you can email us at email@example.com. Because we are using essential staff only, we ask that you only call our hotline if absolutely needed.
We won’t shut you off so most billing issues can wait, or many billing issues and questions can be handled through MyPhillyWaterBill at phila.gov/waterbill
For Water Department-only updates, see our website at phila.gov/water or check our Twitter and Facebook feeds. You’ll find us (at) @PhillyH2O Thank you to all the PWD employees who are helping the city to address this unprecedented emergency. Those who are staying home are doing their part to ensure we do everything we can to not overwhelm our health system.
As City officials respond to the COVID-19 emergency, the Philadelphia Water Department is taking all necessary measures to ensure delivery of safe, clean drinking water and treatment of your wastewater.
Commissioner Hayman and PWD’s Bureau of Laboratory Services also want to assure customers that the virus will not impact the safety of the city’s water supply. Philadelphia’s drinking water is high-quality and safe to drink and customers do not need to purchase bottled water. International experts inform health officials that the virus has not been detected in drinking water.
Conventional water treatment methods, including filtration and disinfection used at all of Philadelphia’s drinking water plants, removes or inactivates the virus that causes COVID-19.
We continue to test and monitor our drinking water supplies 24/7 to ensure the highest quality water for the citizens of Philadelphia.
See the Environmental Protection Agency information on COVID-19 and drinking water and wastewater.
Water Department leadership is coordinating closely with City, state and federal authorities as needed.
Continued Service Under Essential Personnel Policy
“Non-essential City of Philadelphia government operations are halted, and all City government buildings will be closed to the public, effective tomorrow, Tuesday, March 17, 2020. (Staff members are still expected to report to work on Tuesday, March 17, unless otherwise instructed by their supervisor.)
Beginning Wednesday, March 18, all non-essential City workers will not need to report to work. Individual department heads are currently determining what operations are essential. Employees will be receiving additional information on their status in the next 24 hours. Essential operations will include public safety, health and human services, utilities, sanitation, and payroll.”
While the Water Department and all City agencies are required to be staffed by essential personnel only, all necessary operations will continue uninterrupted.
With the essential personnel policy enacted, we are working to minimize potential impacts, including longer call wait times and delayed response to water emergencies such as water main breaks.
Water Shutoffs Postponed
Beginning Monday, March 16, PWD and the Water Revenue Bureau (WRB) will work together to restore water service to all delinquent residential and commercial customers through Friday, May 15 and the restoration fee will be waived.
In addition, we will not shut off water service for delinquent residential and commercial accounts through May 15.
Residential customers who have been shut off for meter non-compliance will also have their water service restored until May 15.
Customers that have been shut off for not repairing defects in their private plumbing will still need to make the necessary repairs to have their water restored.
We will provide updates as necessary on our website.
Events Canceled or Postponed
Out of an abundance of caution, Rain Check workshops scheduled to take place on March 18, 19, 21, 23 and 24 are canceled. We apologize for any inconvenience. Register for future workshops on the Rain Check website.
Community meetings to provide updates about Green City, Clean Waters construction projects for stormwater management are also being postponed for the time being.
Watershed cleanups planned with partners for later this spring are also likely to be impacted. Please sign up for PWD email or SMS updates for the latest information about these events.
Stormwater Grants Impacts: Deadline Moved
Due to the COVID-19 pandemic, the PWD Stormwater Incentives team has the following updates:
- The Stormwater Grants deadline has been moved back to July 1st.
- In-person pre-application meetings are canceled. If you have a pre-application meeting scheduled, please contact the Incentives Team at PWDStormwaterCredits@phila.gov to discuss a teleconference update, cancelation or modification to your scheduled meeting.
- As the situation changes each day, the Stormwater Incentives Team will send email updates regarding team availability for project reviews. For email bulletin updates, please subscribe here.
- Due to the fast-changing updates we have, the deadlines posted on our website may be outdated. Other than deadlines, all other requirements in our Stormwater Grant Application Guide still hold for the next application deadline.