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.

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, including:

  • Grants of up to $500 per year to be used toward household’s water bills
  • An 85 percent discount on the monthly service fee (this is separate from the volumetric charge)
  • Water-saving devices and education 

In January 2011, the program was expanded to include wastewater customers. The program offers two main services:

  • Grants of up to $500 per year to be used toward household's wastewater bills
  • A 20 percent discount on the total wastewater charges

Grants are funded through a corporate donation ($450,000 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. 

Chart for web 2

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.

H2O Help to Others Fact Sheet
H2O Help to Others Fact Sheet (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 an installment plan to extend the time to pay a past due balance. Installment plans 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.

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. You can also send 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.