Pittsburgh, PA – Pittsburgh Water’s Customer Assistance Programs provide the utility’s most vulnerable customers with safe, reliable water services they can afford.
First established in 2018, Pittsburgh Water’s Customer Assistance Programs were notably expanded earlier this year, with updated eligibility guidelines now enabling these programs to reach more customers, providing thousands with essential financial support to reduce their monthly water bill and pay down past due balances. The programs are reflective of Pittsburgh Water’s foundational belief that no one should have to choose between paying their water bill and other essential expenses.
In 2024, Pittsburgh Water reached an enrollment milestone of more than 8,000 customers in the Bill Discount Program, and, since first establishing the Hardship Grant program, has distributed more than $940,000 to eligible customers in the form of credits applied to overdue balances on their monthly water bill. These programs provide essential financial support and give customers peace of mind knowing their water bill is one less worry.
“We’re proud to offer some of the most comprehensive customer assistance programs in the region,” said Will Pickering, CEO of Pittsburgh Water. “By increasing affordability limits, expanding benefits, and offering consistent outreach and education to customers, we are seeing greater adoption of these programs,” he continued. “Offering financial relief to those who need it most delivers on our commitment to equity with no one being left behind,” he said.
Program Enhancements Support Increasing Number of Customers
Details of the utility’s expanded Customer Assistance Programs include increasing income eligibility from 150% of the Federal Poverty Level (FPL) to 200%, raising the volumetric discount to 60% for very low-income customers, increasing the monthly credit for the Arrearage Forgiveness Program to $40, and adding two, separate grants of $450 each for water and wastewater conveyance. This is a granting increase of $600 annually for customers who receive both their drinking water and wastewater conveyance from Pittsburgh Water. These changes benefit many more Pittsburgh Water customers and provide more comprehensive support than a bill discount alone.
More recently, Pittsburgh Water updated its Bill Discount Program and Winter Moratorium application to match the Pennsylvania Public Utility Commission’s Common Application Form. The new application aims to streamline the process for income-eligible customers, allowing households to apply for and recertify across multiple public utility assistance programs simultaneously.
“We are pleased to be an early adopter of the state’s Common Application Form,” said Director of Customer Service for Pittsburgh Water Julie Mechling. “Early on, we saw that complex applications for assistance created barriers for many who could easily qualify. We eliminated two of those barriers by requiring customers to apply every two years rather than annually and by accepting verbal attestation of income,” she continued. “When more utilities adopt the Common Application Form, financially struggling customers will enjoy a streamlined application process,” she stated.
Program Features
Pittsburgh Water’s suite of assistance programs offer a variety of benefits to income-qualified customers:
- Bill Discount Program: Provides the first 1,000 gallons of water/wastewater conveyance for free with an additional 85% reduction of the stormwater fee.
- Hardship Grants: Customers may receive up to $450 in annual grants for each water and wastewater conveyance service. In 2024 alone, 1,037 hardship grants have been awarded, totaling more than $523,000.
- Flexible Payment Arrangements with Arrearage Forgiveness: $40 forgiven monthly for each on-time payment in an active, income-based payment plan.
- Winter Moratorium: From December 1st through March 31st, customers are protected from service termination due to non-payment during the colder months. This is available to single-family residential customers earning an annual income at or below 300% of the FPL.
- Line Repair and Water Conservation Pilot Program: The latest addition to the organization’s Customer Assistance Programs offers free leak repairs on exposed plumbing, installation of water saving devices, and signs customers up to receive leak alerts and track water usage through their Pittsburgh Water Customer Advantage Portal. Since its introduction last year, 161 households have received assistance with plumbing repairs and installation of high efficiency fixtures.
- Lead Service Line Replacement Reimbursement Program: As part of Pittsburgh Water’s Community Lead Response, the utility will assist customers with the cost of private lead service line replacement if customers choose to proactively hire a plumber and complete the work. Customers can receive up to 100% reimbursement for lead service line replacement. This is available to all drinking water customers in Pittsburgh Water’s service area.
Outreach to Customers
PGH2O Cares Analysts Eve Kopicki, Sarah Hall, and Ruth Walker tabling at ALCOSAN's Open House.
The PGH2O Cares team, established in 2021, is a group of education and outreach professionals dedicated to working directly with customers to bolster enrollment and direct them to resources and tips that can help customers reduce water usage and save money.
The PGH2O Cares team reaches customers by phone and interacts with them at community events. These outreach efforts expand awareness about the organization’s assistance programs, help customers understand the benefits available, and guide them through the enrollment process. This year alone, the PGH2O Cares team attended 53 community events across Pittsburgh, handled more than 9,000 inbound customer calls and made more than 5,000 outbound calls, and processed over 4,400 Customer Assistance Program applications. With support from the PGH2O Cares team, many more Pittsburgh Water customers are getting available financial support to reduce their water bill.
Neighbors Helping Neighbors
This holiday season, consider donating to the Hardship Grant program. All Pittsburgh Water customers can contribute to this program to support their Pittsburgh neighbors. Donations are tax-deductible and 100% of your donation will support Pittsburgh Water customers in need. The Hardship Grant program is administered by Dollar Energy Fund. To make a donation online or to learn more, please visit www.pgh2o.com/give.
Learn More About Available Assistance
If you or someone you know may qualify for the Customer Assistance Programs, please visit www.pgh2o.com/CAP or contact PGH2O Cares by phone 412-255-2457 or email cares@pgh2o.com.
