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, please reach out to us. We may be able to assist. We have partnered with state and county agencies to help direct our customers to utility assistance programs that are available, including:

Low-Income Household Water Assistance Program (LIHWAP)
Water and wastewater bill assistance for qualifying low-income households.

Mountaineer Rental Assistance Program
Rental and utility bill assistance for renters and landlords.

West Virginia Homeowners Rescue
Financial assistance for eligible homeowners to avoid delinquency, default, foreclosure, loss of utilities or home energy services, and displacement.

Special Residential Reduced Rate Program
A 20% discount on current residential water and wastewater rates for qualifying customers.

Here are some of the programs West Virginia American Water offers to keep your life flowing:

Customer Assistance Webinars

At West Virginia American water, we keep customers at the center of everything we do! That’s why we’d like to invite you to join us for a Customer Assistance Webinar to learn more about the programs we offer to help you pay your water or wastewater bill. We’ll talk about budget billing, payment plans, one-time assistance grants and more. Click here to learn more about these quarterly, interactive webinars.

  • Thursday, January 20 at 8:00 a.m.

  • Wednesday, April 20 at 8:00 a.m.

  • Wednesday, July 20 at 8:00 a.m.

  • Thursday, October 20 at 8:00 a.m.

H2O Help to Others Program

Sometimes customers face circumstances that stretch their financial resources. West Virginia 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™.

Dollar Energy Fund

West Virginia American Water is a partner in the West Virginia Utility Assistance Program Dollar Energy Fund. The goal of this non-profit organization is to provide comprehensive utility assistance to low-income West Virginia individuals and families through a statewide network of community-based organizations. Since its inception, the West Virginia Utility Assistance Program has provided thousands of grants worth hundreds of thousands of dollars to families who have fallen on hard times.

West Virginia American Water matches customer donations on a dollar-for-dollar basis. Customers can donate to the fund by checking off the box on their bill. Customers can also make contributions directly on the Dollar Energy website, www.dollarenergyfund.org.

To be eligible for the program, grant recipients must have received a utility shutoff notice or have already had service disconnected. Recipients must also have made a sincere effort to pay the bill (at least $50 on the outstanding water bill in the past 90 days), applied for all open and available state and federal programs, and have a household income at or below 150 percent of the federal poverty income guidelines, which for a family of four is up to $36,456 annually.

For more information about the Dollar Energy Fund, call West Virginia American Water's Customer Service Center at 1-800-685-8660 or go online to www.dollarenergyfund.org.

Installment Plans and Budget Billing

If you cannot pay your bill by the due date, please contact our customer service center immediately, before the due date. Our customer service representatives are available at 1-800-685-8660, M-F, 7 a.m. to 7 p.m. They will work with you on a plan to pay the balance of your bill over time. West Virginia American Water also offers budget billing to those who qualify.

MyWater Budget Billing

How our customer assistance programs are funded

Customers’ monthly West Virginia American Water payments do not subsidize the customers enrolled in these programs. Instead, the state reimburses the company for the Special Reduced Rate Program through a credit toward its state Business & Occupation tax. Likewise, grants made through the Dollar Energy Fund are made possible by the shareholders of West Virginia American Water, not our customers.