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WE CARE

We’re still here to help with your water bill.

Philadelphia Water Department City of Philadelphia Department of Revenue, Water Revenue Bureau

More people than ever need help.

Apply for assistance:

Submit your application, and you’ll be protected from shutoff while we process it.

Visit phila.gov/water-bill-help for eligibility & details.

Customers may experience longer application processing times while some of our staff continue to work remotely.

No scanner? No problem!

Use your phone to snap a clear picture of any required documentation.

smart phone with camera icon
A PWD Customer Service Representative is shown from the waist up, wearing a plum-colored cardigan over a light floral blouse, with a headset PWD lanyard, and calm, understanding facial expression.

Lost your job or other difficulties?

All about Special Hardships:

We offer this option for people whose income is too high to qualify for assistance, but can show that they are experiencing extraordinary circumstances, like:

  • Household grew
  • Lost your job
  • Serious illness
  • Loss of family member
  • Domestic violence
Application Tips

One form for every discount we offer! Apply for a Special Hardship discount using “Attachment C” of our Customer Assistance Application.

The documentation you attach to your application must show a date from the past 12 months!

A PWD Customer Service representative is shown seated on a stool at a small desk with a laptop on it. She is wearing jeans, a white long-sleeved shirt, black hijab, headset, and blue PWD lanyard. She has a knowing look on her face as she points to the text, "Your account balance will still grow with every unpaid bill."
Your account balance will still grow with every unpaid bill.

If you can,
pay your water bill.

Bill payments fund all our operations, and keep clean water flowing throughout our city.

We’re doing all we can to help, even though COVID-19 has caused serious setbacks.

→ phila.gov/waterbill

You can also pay by mail or over the phone.

Pay online with MyPhillyWaterBill

Free of charge with a checking or savings account.

Fees apply for credit or debit card payments.

Tips:

  1. You’ll need your 9-digit access code from your water bill.
  2. Write down your credentials. (See bottom for quick reference card to print!)

→ phila.gov/waterbill

A PWD Customer Service Representative holds up a card with a heart on it, shaded with 3 shades of blue like the PWD logo. He is wearing a blue PWD polo and a headset, and has warm brown skin and dark, close cropped hair and a short beard.

Other options for help

Payment
Agreements

Can’t afford the full amount, or have a large bill? Setting up a Payment Agreement can prevent a water shutoff.

→ Call (215) 685-6300

Don’t qualify for assistance?

We’re working with customers on an individual basis. Be prepared for longer wait times.

Email wrbhelpdesk@phila.gov, and we’ll do our best to find a solution.

We delayed shutoffs during the City’s response to COVID‑19.

But shutoffs for nonpayment are going to resume. And, if your property has a defect that endangers the health of others on your block, we must shut off the water.

The shutoff moratorium has been extended until April 1, 2022.

Read more →

How we notify our customers about shutoffs:

Shut off bill in the mail

Customers will receive one shutoff notice. This is the only notification you will receive, so do not ignore it!

If you have a MyPhillyWaterBill account, you will also see an alert when you log on.

In person

When our crews come to turn your service off at the curb, they deliver this notice.

Two copies of PWD's Shut Off notice are shown, loosely stacked. One with the english side face up, says WATER SHUT OFF at the top. On top of it, obscuring most of the page, is one with the spanish side visible.
A PWD customer service representative stands posed with arms folded across their chest. They have light skin and long black hair, and are wearing a blue PWD polo shirt.

Resolving a shutoff.

We know dealing with a shutoff can be stressful.

The fastest way to restore your water is to pay online or in person.

To restore your water:

  1. Pay the amount due.
  2. Call (215) 685-6300 to verify your payment.

OR: Set up a payment agreement by calling (215) 685-6300

Avoid the hassle of emailing us to reset your password.

Keep this info handy!

For security reasons, please keep this information private.

MyPhillyWaterBill phila.gov/waterbill

(found on your water bill)          
 
 
     
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Photography: Sahar Coston-Hardy © Philadelphia Water Department