COVID-19 ASSISTANCE

Programs Available to Prevent Late Fees and Shutoffs After April 1, 2021

The Pennsylvania Public Utility Commission (PA-PUC) allowed utilities to resume service disconnections in November of 2020; however, after careful consideration, Pennsylvania American Water extended its suspension of water service shutoffs through March 31, 2021. Pennsylvania American Water has resumed assessing late fees and shutting off water service for non-payment as of April 1, 2021. If you’re experiencing financial hardship as a result of COVID-19 or other circumstances, please seek assistance IMMEDIATELY. 

H2O Help to Others Program

If you are a residential customer, you may qualify to receive assistance through our H2O Help to Others program, which offers one-time hardship grants and monthly bill discounts on water and wastewater bills to income-eligible customers. Click here to see what assistance may be available to you.

Help for Renters and Landlords Through the Emergency Rental Assistance Program

If you are a renter and need help paying your Pennsylvania American Water bill due to COVID-19, there are programs to assist you. The Emergency Rental Assistance Program provides assistance to households that have experienced financial hardship and may be at risk of homelessness due to COVID-19. ERAP provides tenants with financial assistance for rental and utility costs.

ERAP programs are administered by each county. To find out more about the program and how to apply in your county, visit Pennsylvania’s Health and Human Service website or click here for your county contact. County contact information is being updated often, so if your county is not listed, check back at a later time.

Extended COVID-19 Payment Arrangements

The PA-PUC established an array of consumer safeguards effective April 1, 2021, to help households and small businesses address past-due utility bills. This includes several extended payment plan options to help residential and small business customers stay connected to service while gradually paying-down past-due balances. Residential payment plan options are determined by household income in accordance with federal income guidelines.

In accordance with these safeguards, Pennsylvania American Water is providing the following payment arrangements:

  • For residential customers with incomes below 250% of federal income guidelines, we offer payment arrangements up to 5 years (60 months).
  • For residential customers with incomes between 250% and 300% of federal income guidelines, we offer payment arrangements up to 2 years (24 months).
  • For residential customers with incomes over 300% of federal income guidelines, we offer payment arrangements up to 1 year (12 months).
  • For small business customers (defined as businesses with 50 or less full-time employees), we offer payment arrangements up to 18 months.


NOTE: The federal income guidelines (FPIG) are used nationally to determine eligibility for numerous state and federal income-qualified programs and vary based on household size. For example, the FPIG income level for a family of four is $26,500 per year. With this as a baseline, the 250% threshold for the longest payment plans would be an annual income of $66,250 for a family of four, while the 300% threshold would be an annual income of $79,500 for a family of four. Click here to view a chart with income guideline percentages by household size.

To set up a payment plan, please contact Pennsylvania American Water Customer Service at 1-800-565-7292. If you have an unresolved past due balance and have not established a payment arrangement with us, you are at risk of your service being shut off after April 1, 2021.