We Care – Customer Assistance – Philadelphia Water Department

We Care – Customer Assistance – Philadelphia Water Department

Philadelphia’s Water Revenue Bureau (WRB) uses one customer-assistance application to screen residents for the water-bill program that gives them the lowest eligible monthly bill. That application includes the Tiered Assistance Program (TAP) and the Senior Citizen Discount. This page focuses on TAP, but applying through the shared process matters because the City—not the applicant—determines which available program provides the best savings.

There is no fixed annual closing date on the official customer-assistance site. Applications are available on an ongoing basis, so rolling is the accurate deadline status. If a household is at risk of shutoff, it should apply immediately and follow the packet’s instructions for submitting the completed application. Do not wait for a separate yearly enrollment window.

At a glance

What TAP provides

TAP is an income-based water-bill program, not a cash grant paid directly to the applicant. When the WRB approves an applicant for TAP, the monthly program bill is tied to the household’s income instead of changing with water consumption. The official eligibility guidelines describe the standard payment as about 2% to 3% of household income for households at or below 150% of FPL. The exact bill is determined after the WRB reviews the complete application, documentation, account information, and applicable charges.

TAP can be especially useful when a household has an arrearage. Debt Forgiveness applies to principal and penalties that accrued before the customer’s first TAP enrollment. Each full TAP bill paid forgives one twenty-fourth of eligible principal. After 24 full TAP payments, all eligible principal is forgiven, and the penalty balance is credited after the twenty-fourth full payment. The City’s current debt-forgiveness information also says that multiple installments can be used to cover a full TAP bill, but the forgiveness counter advances only when the full bill amount has been paid.

The account’s second bill page includes a TAP History box with the principal and penalty counters. Keep those bills so you can track whether payments are being credited correctly. Debt Forgiveness does not erase debt that accrued after the first TAP enrollment, so staying current with the program amount is important.

TAP enrollment also comes with service protections while the customer remains enrolled, including protection from penalties and shutoffs described on the official TAP page. The program may also offer free water-conservation services. Eligible customers may be contacted based on usage for a free visit through the City’s conservation partner; small leak repairs or fixture replacements may be available. The application packet says TAP customers agree to accept and reasonably maintain free conservation measures that the Water Department offers.

Who may qualify

The main TAP route is based on gross household income and household size. The current guidelines say a household at or below 150% of FPL may receive a fixed monthly bill of about 2% to 3% of household income. The published table gives these monthly gross-income examples for the 150% level:

• One person: $1,995
• Two people: $2,705
• Three people: $3,415
• Four people: $4,125
• Five people: $4,835
• Six people: $5,545
• Seven people: $6,255
• Eight people: $6,965

The same table says to add $710 for each additional household member. These amounts are screening guidelines, not a promise of approval. Federal poverty guidelines change, and the WRB makes the final determination from the application and supporting records. Use the live eligibility information in the portal when preparing an application rather than treating this page as a substitute for the City’s calculator or review.

The guidelines also describe a higher-income route. A household between 150% and 250% of FPL may still be eligible for monthly payments of about 4% of household income. A household over 150% of FPL may submit a Special Hardship claim when a qualifying circumstance affects its ability to pay. The current application lists increase in household size, a job loss lasting over four months, serious illness of a household member lasting over nine months, death of a primary wage earner, domestic violence or abuse, household expenses, and other circumstances accepted by the WRB.

Special Hardship is evidence-based. Selecting a hardship does not guarantee TAP approval. The applicant must complete the hardship attachment and include an official document, proof of current monthly expenses, proof that a state or local agency approved a related hardship claim, or other documentation accepted by the WRB. Examples in the packet include a birth or adoption certificate, employment termination letter, unemployment compensation printout, medical documentation, death certificate, safe-harbor admission documentation, and statements for housing, utilities, medical, childcare, or child-support expenses.

The shared application also checks the Senior Citizen Discount. The current guidance says a resident who is at least 65, lives at the application address, has the water bill in their name, and has household income below the program limit may receive a 25% discount. The WRB will determine which option is best, so an older applicant should use the same application rather than filing separate forms for TAP and the senior discount.

Documents to prepare

The current application asks for the applicant’s name, date of birth, address, Water Access Code, phone number, and gross monthly income. It also asks for every other household member’s name, date of birth, relationship, and gross monthly income. Social Security or tax ID numbers may be requested on the form, but the packet says they are not required.

For each income source in the household, provide one acceptable record dated within the last 12 months. The checklist names a prior-year federal tax return or W-2, pay stubs, benefit award letters or statements, or the application’s income-support form. If someone outside the household provides support, complete the income-support attachment with that person’s contact information and the amount and frequency of support. If the household reports no income and no outside income support, complete the zero-income documentation form explaining how food, housing, and utilities are paid.

You also need one proof of residency for the property, dated within the last 12 months and showing the address. Accepted examples include a current government-issued ID with the address, voter-registration card, lease or rent receipt, PGW or PECO bill, cable, internet or phone bill, student-loan statement, bank statement, or another accepted income document other than the income-support form.

Make copies before mailing. The application instructions say not to send originals because supporting documents will not be returned. Keep the completed form, document copies, and any submission confirmation together. Incomplete documentation can delay the WRB’s determination or prevent it from calculating the best program.

How to apply

Online

Start at the official Water Bill Customer Assistance portal. The City describes the online route as the fastest and easiest option. Complete one application for the available water-assistance programs, enter all household members and income sources, upload the requested records, and save the confirmation or application reference. Review every upload before submitting, especially the address, Water Access Code, household count, and gross monthly amounts.

By mail

Call the WRB contact center at (215) 685-6300 to request a mailed application, or follow the current portal instructions for obtaining the paper packet. The customer-assistance site says a mailed application must be returned within 14 days of the request. The current application packet also says that if the application was requested because the customer is in danger of shutoff, the completed package should be submitted within 30 days to avoid shutoff. These are submission instructions, not a yearly program deadline.

Mail copies of the completed form and required documents to:

Water Revenue Bureau
Customer Assistance Application Processing Center
P.O. Box 51270
Philadelphia, PA 19115

Do not email the application materials. The packet provides [email protected] for questions, but it specifically says application materials cannot be submitted by email.

In person

The City provides help through partner locations across Philadelphia. The application packet directs applicants who need in-person help to the Utility Emergency Services Fund (UESF) hotline at (855) 827-8373, and the portal links to a partner-location map. Call before visiting to confirm hours, language support, and what documents the location can help prepare. Bring the same income, residency, household, and hardship records required for the application.

Shutoff risk and payment responsibilities

If a shutoff is imminent, apply or request the application immediately and call (215) 685-6300. The current application says the City gives a 30-day window of protection from water shutoff to a customer who requests an application, and that the customer remains protected while the completed application is processed. The form also warns that an applicant in danger of shutoff must submit the package within the stated window. Keep proof that the application was requested and submitted.

The City’s current shutoff guidance says customers with past-due balances can apply for TAP, which protects them from shutoffs and makes the bill predictable. If service has already been shut off for non-payment, call the WRB to discuss assistance, payment arrangements, and restoration. TAP applicants who cannot afford the usual restoration payment may be handled differently, but restoration is not automatic; speak with the City about the account’s exact status.

While an application is pending, do not assume the balance stops changing or that every charge disappears. The application packet says bills are due when rendered and warns that an amount more than two billing periods delinquent may lead to termination. If approved for TAP, pay the full TAP amount shown on the bill. If a TAP payment is larger than current usage and service charges, the packet says the extra amount is applied to an outstanding balance. If TAP is not the right fit, the WRB can discuss payment agreements; the City’s payment-plan guidance says qualifying low-income agreements extend the time to pay and require each installment to be paid in full and on time.

Before submitting: a short checklist

1. Confirm that the service address and Water Access Code are correct.
2. List every person in the household, including people with no income.
3. Gather one recent record for every income source and one recent proof of residency.
4. Complete the income-support or zero-income attachment when it applies.
5. Add Special Hardship documentation if household income is above the standard TAP limit.
6. Sign the required application pages and any attachments.
7. Submit online, by mail, or with an approved partner; do not email the packet.
8. Save the confirmation, keep copies, and call the WRB promptly if shutoff is a concern.

TAP is an ongoing assistance route, not a contest with a once-a-year deadline. Apply with complete records, let the Water Revenue Bureau compare the available programs, and continue following the payment instructions on the account while the City reviews the application.

Official links and contact

• Water Bill Customer Assistance portal
• TAP debt forgiveness details
• Philadelphia application documents and current checklist
• City shutoff and TAP guidance
• Customer Assistance Contact Center: (215) 685-6300
• Application questions: [email protected]
• In-person application help: UESF at (855) 827-8373