CUSTOMER ASSISTANCE PROGRAMS

These are unprecedented times marked with uncertainty. But one thing has not changed—our unwavering commitment 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 as a result of COVID-19 or other circumstances, please reach out to us. We may be able to assist. 

BILL ASSISTANCE FOR RENTERS - Information on the Emergency Rental Assistance Program

Here are some of the programs we offer to help keep your life flowing:

H2O Help to Others Program™

Through our H2O Help to Others Program™, we offer financial assistance for water and wastewater customers who qualify.

Water Assistance

  • Grants of up to $500 per year to be used toward household’s water bills
  • An 85% discount on the monthly service fee and 10% discount on the monthly volumetric charges, which saves the average residential customer using 3,458 gallons/month $18.94 every month
  • Water-saving devices and education 

Wastewater Assistance

  • Grants of up to $500 per year to be used toward household's wastewater bills
  • A 30% discount on the total wastewater charges, which saves the average residential customer using 3,458 gallons/month $20.38 every month


Grants are funded through a corporate donation ($600,000 per year) and customer and employee donations. To qualify for a grant, customers must have annual household incomes at or below 200 percent of the Federal Poverty guidelines (see chart below) and applicants must have made a sincere effort to pay their bill.* To qualify for the water and/or wastewater discount program, customers must have annual incomes at or below 150 percent of the Federal Poverty guidelines. 

*The good faith payment requirement has been waived until Feb. 25, 2022 as part of the company's COVID-19 relief measures. 

Monthly Income Guidelines

Customers who qualify for the H2O Help to Others Program™ may also qualify to receive a water-saving kit that includes a low-flow shower head, faucet aerators, a toilet tank diverter and non-toxic leak-detecting dye tablets. Also included is an educational booklet that explains how to install the devices and provides helpful tips on how to save water inside and outside the home, so customers can take an active part in reducing their water bill through wise water use.

To see if you qualify, contact the Dollar Energy Fund, our program administrator, at 1-888-282-6816.

Downloadable/printable fact sheets: 

H2O Help to Others Fact Sheet (English)

H2O Help to Others Fact Sheet (Spanish)

Customer Assistance Programs (English)

Customer Assistance Programs (Spanish) 

Payment Arrangements

If you cannot pay your bill by the due date, please contact our customer service center immediately, BEFORE the due date, at 1-800-565-7292. We will work with you to determine payment plan options that may be available.

You may be eligible for a payment arrangement plan to extend the time to pay a past due balance. Payment arrangements vary based upon amount owed and ability to pay. We collect this information, including household income and number of people in your household, to determine your payment options.

Virtual Information Sessions

We recently held a series of virtual information sessions to help customers learn more about our H2O Help to Others program and other bill paying assistance. Missed it? Watch the recorded information session here. 

How You Can Help

Those who wish to contribute to the H2O Help to Others Program can do so by adding a donation to their monthly Pennsylvania American Water bill payment. Donations can be made as a one-time gift or as a monthly donation of $1, $3 or $5. 

Donate Online at https://www.dollarenergy.org/donations/paamericanwater/. 100% of your donation will go to help a Pennsylvania American Water customer in need with their water or wastewater bill. 

Donate by Mail by sending a donation directly to the Dollar Energy Fund at:

Dollar Energy Fund
P.O. Box 42329
Pittsburgh, PA 15203.

Please write “H2O Program Donation - PA” on the memo portion of your check.

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.