Bill Paying Assistance Programs

Important: It is crucial for customers who have submitted their application for assistance to call us at 1-800-272-1325 to avoid disconnection of service.

LOW-INCOME HOUSEHOLD WATER ASSISTANCE PROGRAM (LIHWAP)

American Water is committed to our communities and to keeping the water and life flowing for our customers. One way we do this is through our customer assistance programs. If you’re experiencing financial hardship, please reach out to find out more about the programs available in your state.

The Low-Income Household Water Assistance Program (LIHWAP) is a federally funded program that provides emergency assistance to families experiencing hardship with their water bills. LIHWAP will be able to assist our customers who are behind on their drinking water and wastewater bills to help keep their water and wastewater service active.

To be eligible for LIHWAP assistance, applicants must be water/wastewater customers who are responsible for paying their water and sewer bills directly to the Company. Also, applicants’ total gross household income must be at or below 60% of the state median Income ($6,439 a month for a family of four). The LIHWAP frequently asked questions webpage has additional information about maximum income limits and other items. Participants in the Low-Income Home Energy Assistance Program (LIHEAP) are automatically eligible for LIHWAP assistance as long as they are water/wastewater bill holders.

It is crucial for customers who have submitted their application for assistance to call us at 1-800-272-1325 to avoid disconnection of service. New Jersey American Water will not discontinue service for the 60-day period while the customer's application is pending, and will not discontinue service to customers who have completed their application until the date after a decision of eligibility has been made on the completed application. This right applies only if the customer has submitted their application to the State agency before June 15, 2022.

People can apply online through the DCAid application portal. People who do not have access to computers or the internet can call 1-800-510-3102 to be directed to one of the community action agencies to assist them with starting, completing, and submitting an application online.

H2O Help To Others Program™

Assisting Customers Who Need it The Most

For nearly two decades, New Jersey American Water has been assisting low-income water customers who qualify through its H2O Help to Others Program™, administered by New Jersey Shares. For more information or to apply, visit www.njshares.org. There are two main components of the program: grants and a discount on the service charge. To view a print-friendly factsheet of our H2O Help to Others Program in English and Spanish, click here. 

During the 2021 program year, New Jersey American Water provided more than $159,905 in water and wastewater assistance to customers in need. 

Grants

Customers who qualify may receive a grant of up to $500 to help pay their water bill for indoor water use only. This would not apply to water for outdoor purposes, such as sprinkler systems. A grant from this program may not cover a recipient‘s entire water bill. In some cases, recipients must pay a portion of their bill based on their income.

Service Charge Discount

Customers who qualify may also receive up to a 100 percent discount on their monthly fixed service charge for water. Service charge discounts are also available for our wastewater customers.

DSIC Discount: Customers who are on social security or Medicare are also eligible to receive a discount off the monthly DSIC charge, which is based on meter size. 

Eligibility Guidelines

To qualify for the H2O program, customers must have annual incomes at or below 300 percent of the Federal Poverty guidelines (see chart below). Customers must also fulfill at least 50 percent of the payment terms. For additional qualification requirements, customers can contact New Jersey SHARES, New Jersey American Water’s program administrator. NOTE: Grants are available to qualifying customers once every three years for indoor water use only. 

Monthly Income Guidelines

Number of Persons in Household

H2O Help to Others Program Total Gross Monthly Household Income

1

$3,398

2

$4,578

3

$5,758

4

$6,938

5

$8,118

6

$9,298

7

$10,478

8

$11,658
 
 
Add $1,180 for each person in household after 8 persons. 

For More Information

The H2O Grants and Discounts are administered by NJShares, which is an independent, non-profit organization established to help those in need pay their utility bills. For more information, or to see if you qualify for these programs, contact NJShares toll-free at 1-877-652-9426 (1-877-NJAWH2O) or log on to www.njshares.org.

Payment Arrangements & Installment Plans

If you cannot pay your bill by the due date, please contact our customer service center at 1-800-272-1325 BEFORE the due date. They will work with you to determine payment plan options that may be available.

Budget billing is a free service available to residential customers that makes managing your cashflow easier. It provides predictable monthly payments while avoiding seasonal spikes that may be difficult to pay when not planned for in advance. To sign up or to see if you are eligible, call our customer service center at 1-800-272-1325. Click here for more information. 

Medical Need Certification 

If you or someone who resides in your home has an emergency medical condition that would be adversely affected by water service interruption and you are having difficulty paying your bill, call us at 1-855-669-8753. In addition to other deferred payment arrangements we offer, you may be entitled to a medical emergency service continuance pursuant to N.J.A.C. 14:3-3A.2(i). If you meet the requirements of this regulation, your water service will be continued for up to three (3) months. To qualify, you must call the Company and we will fax a medical emergency certificate to your licensed physician or nurse practitioner to be completed and returned to us.

New Jersey 211 

In addition to New Jersey American Water’s H2O Help to Others Program, there are a number of energy and heating bill assistance programs and government programs for those who qualify. For a full list of local community resources, New Jersey residents can search the online database at www.nj211.org and view a comprehensive listing of the state’s energy programs. Customers may also dial “2-1-1” 24 hours a day, seven days a week for help in finding available assistance services.

MORE RESOURCES

Bill Paying Assistance Webinar hosted with NJ SHARES from November 15, 2022. Watch below to learn more about our different customer assistance programs and how to apply for them. 

 

If you wish to contribute to the program, you can do so by adding a donation to your monthly New Jersey American Water bill. You can be assured that 100 percent of your donation and our matching funds go 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.

You can also send a donation directly to New Jersey SHARES at:

New Jersey SHARES
4 Walter E. Foran Boulevard
Suite 105
Flemington, NJ 08822