Customer Assistance Program
We continue to review customer accounts and reach out to customers who are having trouble paying their bill. We also continue to remain in compliance with state orders.
Sometimes customers face circumstances that stretch their financial resources. Illinois American Water is here to assist. Our customer service representatives will work with you on a plan to pay the balance of your bill over time. You may also be qualified to receive assistance through our H2O Help to Others Program™.
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If you cannot pay your bill by the due date, please contact our customer service center immediately, before the due date at 800-422-2782. Our team will work with you on a plan to pay the balance of your bill over time.
Residential customers can enroll in a payment plan of up to 24 months if they are experiencing a financial hardship. Customers who are not experiencing a financial hardship, but still need additional time to bring their account current, can enroll in an 18-month payment plan. Those experiencing a financial hardship will not be required to make a down payment, while others may be asked to make a 10% down payment. These terms are available to customers who previously defaulted on a payment plan.
Commercial/industrial customers can enroll in a payment plan of up to three months with a 33% down payment, or up to six months with a 50% down payment. These terms are available to customers who previously defaulted on a payment plan. Please call us at 800-422-2782 so we can work together.
Budget Billing provides a fixed monthly payment over a period of 12 months based on the residential customer’s anticipated annual billing. Please call 800-422-2782 to learn more about budget billing.
H2O Help to Others Program
H2O Help to Others is a customer assistance program created by Illinois American Water and Illinois' Salvation Army agencies. The program helps provide supplemental funding to Illinois American Water residential customers who would otherwise have trouble paying their bills. H2O Help to Others is supported by contributions from Illinois American Water and voluntary contributions from customers.
The Salvation Army agencies' trained caseworkers determine the needs of families and individuals, who must be Illinois American Water customers.
Another benefit of H2O Help to Others is that it often connects customers with other sources of aid in their communities, including other assistance programs for which they might qualify. Some of the Salvation Army agencies also provide educational programs on managing utility usage and bills. Typically, those who qualify for the program are able to begin paying their water and other utility bills in a timely manner and work toward greater self-sufficiency.
For more information, contact the Customer Service Center at 800-422-2782.
Who qualifies for H2O Help to Others program assistance?
Any Illinois American Water residential customer who requests assistance from The Salvation Army and demonstrates financial need under the criteria established by the Salvation Army is eligible to participate in the H2O Help to Others program. ELIGIBILITY & PROGRAM USE GUIDELINES
- You must be an Illinois American Water residential customer.
- You must provide a current copy of your delinquent water and/or wastewater bill to a Salvation Army caseworker.
- You must demonstrate financial need not due to chronic or intentional delinquency.
- The Salvation Army may assist with a maximum of $200.00 per individual/ family on a delinquent account.
- The Salvation Army may assist an individual/family one time per calendar year. In extreme circumstances, the agency, in coordination with a representative from Illinois American Water, may authorize assistance in excess of $200.00 or assistance to be provided more than one time per year, but not more than twice annually.
- Illinois American Water and The Salvation Army employees are eligible for H2O Help to Others assistance as long as they meet the program’s objective criteria and guidelines. In these rare cases, Illinois American Water must be contacted before a pledge is approved. A Salvation Army employee cannot review/approve his/her own pledge. It must be approved by his/her supervisor.
How Can You Help?
Illinois American Water customers who wish to contribute to the H2O Help to Others Program™ can do so by adding a donation to their Illinois American Water bill payment. With a single pledge, your donation per billing period will be automatically added to your water bill. You can be assured that 100 percent of your donation goes directly to qualifying customers. Our company assumes all administrative costs for this program so that every penny you donate goes directly to this worthwhile cause.
How do I apply for H2O Help to Others assistance?
Call the Illinois American Water Customer Service Center toll-free at 800-422-2782. Or, you may contact the Salvation Army in your area:
Alton Salvation Army, (618) 465-7765
525 Alby Street, Alton, IL 62002
Belleville Salvation Army, (618) 235-7378
20 Glory Place, Belleville, IL 62226
Cairo Salvation Army, (618) 993-5854
906 Tower Square Plaza, Marion, IL 62959
Champaign Salvation Army, (217) 373-7832
502 N Prospect, Champaign, IL 61820
East St. Louis Salvation Army, (618) 874-3136
616 N. 16th Street, East St. Louis, IL 62205-2512
Granite City Salvation Army, (618) 451-7957
3007 E. 23rd Street; Granite City, IL 62040-5911
Jerseyville Salvation Army, (618) 498-6669
813 W. Carpenter Street, Jerseyville, IL 62052
Lincoln Salvation Army, (217) 732-7890
307 N. Kickapoo, Lincoln, IL 62656
Peoria Salvation Army, (309) 655-7220
401 N.E. Adams, Peoria, IL 61603
Pekin Salvation Army, (309) 346-3010
243 Derby Street, Pekin, IL 61554
Pontiac Salvation Army, (815) 844-5005
112 N. Division, Pontiac IL 61764
South Beloit Salvation Army, (815) 972-1135
416 S. Madison St., Rockford, IL 61104
Sterling Salvation Army, (815) 625-1622
409 Avenue F, Sterling, IL 61081
Streator Salvation Army, (815) 672-2746
126 S. Bloomington Street, Streator, IL 61364
Chicago Metro Area
Aurora Salvation Army, (630) 897-7265
437 E. Galena Blvd., Aurora, IL 60505
Des Plaines Salvation Army, (847) 981-9111
609 W. Dempster, Des Plaines, IL 60016
Joliet Salvation Army, (815) 726-4834
300 3rd Ave., Joliet, IL 60433
Norridge Salvation Army, (708) 456-6220
8354 W. Foster Ave., Norridge, IL 60706
Oakbrook Terrace Salvation Army, (630) 629-3044
1 S. 415 Summit, Villa Park, IL 60181
Bolingbrook Salvation Army, (630) 759-1317
Q41 Canterbury Lane, Bolingbrook, IL 60440