CUSTOMER ASSISTANCE PROGRAMS

Sometimes customers face circumstances that stretch their financial resources. Iowa American Water is here to assist. Our customer service representatives are available from 7 a.m. to 7 p.m. Monday – Friday at 1-866-641-2108. They will work with you on a plan to pay the balance of your bill over time or sign you up for Budget Billing. You may also qualify to receive assistance through our H2O Help to Others Program™ and/or other federally funded programs that are currently available.

PAYMENT ARRANGEMENTS

If you cannot pay your bill by the due date, please contact our customer service center immediately, before the due date. Our customer service representatives are available from 7 a.m. to 7 p.m. Monday – Friday at 1-866-641-2108. They will work with you on a plan to pay the balance of your bill over time. These payment arrangements may require you to:

  • Pay at least 25% of your bill within 48 hours of your call
  • Pay the rest of the bill, including any applicable late payment charge, according to an agreed upon schedule, not to exceed 6 months
  • Pay all future bills as they become due
  • Only customers who have not broken similar agreements in the past twelve months are eligible to make these payment arrangements

H2O HELP TO OTHERS PROGRAM™

H2O Help to Others is an emergency assistance program created by Iowa American Water and Community Action of Eastern Iowa. The program helps provide supplemental funding to Iowa American Water customers who would otherwise have trouble paying their bills.

H2O Help to Others is supported by customers' voluntary donations and contributions from Iowa American Water. The Community Action Agencies' trained caseworkers determine the needs of families and individuals, who must be Iowa American Water customers.

WHO QUALITIES FOR H2O HELP TO OTHERS PROGRAM ASSISTANCE?

Any individual or family whose water service is being provided by Iowa American Water and who is in danger of losing their primary source of water and meets the "basic needs" criteria as set by Community Action Agency caseworkers.

HOW DO I APPLY FOR H2O HELP TO OTHERS ASSISTANCE?

For more information and to see if you qualify for H2O Help to Others assistance, contact Community Action of Eastern Iowa at 1-866-563-243-5220 in Clinton or 1-866-563-324-3236 in the Iowa Quad Cities area. A trained Community Action caseworker will help determine your eligibility for this customer assistance program.

HOW CAN YOU HELP?

Iowa American Water customers who wish to contribute to the H2O Help to Others Program™ can do so by adding a donation to their Iowa American Water bill payment. With a single pledge, your donation per billing period will be automatically added to your water bill.

LOW-INCOME HOUSEHOLD WATER ASSISTANCE PROGRAM (LIHWAP)

The Low-Income Household Water Assistance Program (LIHWAP) is a temporary, federally funded program that provides emergency water and wastewater bill payment assistance in order to keep these services active for families experiencing financial hardship. LIHWAP is a grant program. You do not have to repay any financial assistance provided. Iowa’s LIHWAP is being administered through Community Action of Eastern Iowa.

LIHWAP grants may be available if you have an emergency situation and are in jeopardy of losing your utility service. You must have an overdue water and/or wastewater bill that you are responsible for paying. You don’t have to be on public assistance, and you can rent or own your home.

CRISIS SITUATIONS INCLUDE:

  • Past due water and/or wastewater bills
  • Termination of utility service
  • Danger of having utility service terminated

Household income must be at or below the following, relative to household size, in order to be eligible for LIHWAP assistance:

IAAW customer service table

HOW TO APPLY

Iowa’s LIHWAP is being administered through Community Action of Eastern Iowa. For more information, to check eligibility, or to apply, call 1-866-324-3236. You can also visit https://www.caeiowa.org/. LIHWAP funds are available on a first-come, first-served basis until depleted.

IOWA FINANCE AUTHORITY RESIDENTIAL RENT & UTILITY ASSISTANCE PROGRAM

If you have been financially impacted by COVID-19 and are a renter, you may be eligible for a Rent & Utility assistance program administered by the Iowa Finance Authority in Des Moines. The program was created to assist eligible renters that need rent or utility assistance due to an inability to pay because of a COVID-19-related loss of income.

For more information, visit the Iowa Finance Authority’s website at https://www.iowafinance.com/iowa-rent-and-utility-assistance-program for eligibility requirements and/or to submit an application. You can also call the Iowa Finance Authority’s Help Line at 1-855-300-5885.

Customer Assistance Programs One Pager-IA