How to avoid water shutoffs

Can’t pay your bill in full?

A payment plan can help.

If you can’t enroll in assistance, you may make smaller payments to resolve your bill.

→ Call (215) 685-6300

Residential Payment Agreements:

You’ll make a 25% down payment. Then pay your bill over 6-12 months.

Commercial Agreements:

A 50% down payment is required. Then pay off your bill over 3-6 months.

You can set up a payment agreement a maximum of two times for the same unpaid bill amount.

Emergency grants to help with your utility bills

One-time grants from the state or partners can help households with lower incomes pay overdue water bills.

You do not have to repay these grants.

Utility Emergency Services Fund

The Utility Grant Program provides financial assistance to low income customers who are facing utility shutoffs.

→ uesfacts.org
→ (215) 972-5170

Grant availability can change.

Check water.phila.gov/care or call (215) 685-6300 for the latest info.

Current shutoff protections include:

Customers currently in the Tiered Assistance Program (TAP) are protected. And if you’ve applied for Customer Assistance, you’re protected from shutoff while we process your application.
Customers currently receiving a Senior Citizen Discount are protected from shutoff.
As an additional safeguard, the City will use internal data to match enrollment data from other low-income assistance programs and provide protection to those households.

Contact us for these situations:

If you’re a tenant who isn’t responsible for the water bill according to your rental agreement: You may have additional rights to prevent a shutoff under USTRA (the Utility Service Tenants Rights Act).

If your household includes children, seniors, or people with disabilities: You may be eligible for our shutoff exemption initiative, “Raise Your Hand”.

When you or anyone living in your home is seriously ill: We may temporarily delay a shutoff. We can provide a delay a maximum of one time a year during the period between March and November. Contact us to discuss options for a medical delay.

→ (215) 685-6300

We’re here to help prevent a shutoff.

For personalized help, we partner with the City’s Office of Community Empowerment and Opportunity (CEO). Our trusted partners can call, email, and visit customers at risk of shutoff.

Our partners are authorized to support your enrollment in assistance programs, or they can connect you to other resources and services.

Tiered Assistance Program (TAP)

You’re eligible based on income, or circumstances.

Qualify if your household’s income is 150% or less of the Federal Poverty Level (FPL). For example, a family of four qualifies if monthly gross income is $4,019 or less.

Or, qualify by showing a Special Hardship. This includes the loss of a job, a change in the household, high monthly expenses, and more.

We also offer a 25% discount for Senior Citizens with income under $38,000/year.

Apply for all water assistance with just one application:

→ water.phila.gov/cap

TAP & Debt Forgiveness

Customers in TAP earn Debt Forgiveness with each payment. Clear eligible back debt from your account by paying 24 lower TAP bills in full.

Don’t wait: Apply for assistance.

Requesting your application will delay your shutoff for at least 30 days. And you’re protected from a shutoff while we process your application.

→ water.phila.gov/care
→ (215) 685-6300

Expect longer call wait times as shutoffs resume.

Get help with the application form!

Trusted places within the community can help you complete your application, such as Congreso, HACE, and New Kensington CDC.

Over 20 partner locations will make applying easier. See a map of locations and call the partner near you.