Information for Customers and Water Utilities
Customers
Are you a customer with past due utility bills?
Call your utility. Make a plan. Keep your service.
Below are tips to help you during this stressful time. The most important step is to call your water system. Many water systems offer payment plans or temporary discounts on your bills if you can make a partial payment on what you owe. Contact your water system to explain your situation and ask about their payment plan options.
Customers with limited income.
- Washington State Department of Commerce Utility Assistance.
For customers with limited income or are supported through the LIHEAP program. The local Community Action Agencies offer this program. They may have additional resources outside of the Utility Assistance program.
Additional resources for those not on the lease, not the customer of record with utility billing, or who have an overdue bill on a closed account.
- Contact the Community Services Call Center at DSHS at 877-501-2233. Ask about the Consolidated Emergency Assistance Program (CEAP).
- Landlord/Tenant Issues.
- Free legal services for Washington State residents.
- Dispute Resolution Centers in Washington State.
Find resources specific to your county or community by calling 2-1-1 or visiting 211.org.
- Si desea presentar una queja y necesita ayuda, llame al 2-1-1. Es un servicio gratuito. También puede encontrar el 2-1-1 en Internet haciendo clic en el siguiente enlace www.211.org.
- Nếu quý vị muốn than phiền và cần giúp đỡ, vui lòng gọi 2-1-1, đây là dịch vụ miễn phí. Quý vị cũng có thể tìm thấy 2-1-1 trực tuyến tại www.211.org.
- Если Вы желаете подать жалобу и нуждаетесь в помощи, пожалуйста, звоните по номеру 2-1-1. Услуги службы 211 являются бесплатными. Службой 211 можно также воспользоваться и в интернете по следующему адресу www.211.org.
- Якщо Ви бажаєте звернутись зі скаргою та потребуєте допомоги, будь ласка, телефонуйте на номер 2-1-1. Послуги служби 211 є безкоштовними. Послугами служби 211 можна також скористатися й у всемережжі за такою адресою www.211.org.
- Kung nais mong magreklamo at humingi ng tulong, mangyaring tumawag sa 2-1-1. Ito ay libreng serbisyo. Maaari mo ring matagpuan ang 2-1-1 online www.211.org.
Additional information.
- COVID-19 Information on Customer Assistance Programs for Water System Customers 331-661 (PDF).
- Washington State Department of Financial Institutions.
- To complain about a utility, contact your regional office.
Contact DrinkingWaterCustomerAssistance@doh.wa.gov to report a recent shut-off. Or fill out a Water Customer Shut-Off Complaint Form.
Water Systems
Are you a water system with customers that need assistance paying past due accounts?
Contact your local Community Action Council (PDF) to set up your vendor agreement for the Washington Water Assistance program. Regional Map (PDF).
- Track Delinquencies (PDF).
- See our best practices guide Suspension of Water Shut-Offs 331-672 (PDF).
- Cares Act CDBG-CV.
- Environmental Finance Center.
- Sample Customer Letter (PDF).
- Sample Payment Plan (PDF).
- Door hanger template (PDF), rack card, bill stuffer template (PDF).
Articles and Webinars
- Funding made available for water and wastewater bill payment assistance and utilities in federal Coronavirus relief programs (PDF).
- Drinking Water and Wastewater Utility Customer Assistance Programs (PDF).
- Best Practices in Customer Payment Assistance Programs.
- Regulating Rates that Fund Customer Assistance Programs at Small Water Systems (PDF) (starting on page 35).
Survey Results
Thank you to utilities that participated in the revenue impact and customer assistance program surveys. We used your input to help find opportunities to provide technical assistance to you during the pandemic.
2020 Water and Wastewater Utility Impact Survey Findings (PDF)
2020 Water Customer Assistance Program Survey Findings (PDF)
2021 Customer and Water Utilities Impacts Survey Findings (PDF)