The City of Philadelphia stopped shutoffs and other enforcement measures for water customers when COVID-19 broke out. Shutoffs resumed in July 2022 after a two-year pause. Customers with unpaid bills totaling more than $1,000 who are not signed up for water bill assistance, a payment plan, or under protected criteria are at risk.
However, the City has policies and programs in place to ensure that qualifying customers who can’t pay, can maintain service. The City’s Office of Community Empowerment and Opportunity (CEO) ensures eligible families can take advantage of these programs. Over 2,000 households have been taken off the shutoff list thanks to CEO’s neighborhood outreach.
What they do
Two CEO teams help Philly’s most vulnerable residents get water bill relief. They’re the Community Engagement Team and the Community Resource Corps (CRC).
Both teams work with the Philadelphia Water Department (PWD) and Water Revenue Bureau (WRB) to spread the word about water bill relief programs and shutoff exemptions. The goal is to keep qualifying at-risk customers connected even if they cannot pay.
For example, a new shutoff exemption allows you to keep your water service if you are or have a senior, disabled person, or child living with you. In 2024, expanded policies allowed renters who are not the customers of record and people with serious illnesses to also have exemptions. But many neighbors aren’t aware of these City initiatives or aren’t taking advantage of them.
That’s where CEO’s neighborhood canvassers come in. They identify customers at risk of shutoff and connect them with relief programs. If your application was rejected because you didn’t submit certain documents, they can help you submit those. Get in touch with CEO’s canvassers by filling out this form.
How they do it
Calls, texts, and door-to-door canvassing are ways these CEO teams reach out to customers. They also use targeted emails and in-person events to tell people about the City’s expanded water bill assistance options. They raise awareness about:
- Raise Your Hand, an initiative that exempts vulnerable residents from shutoffs,
- Tiered Assistance Program (TAP), explaining its unique debt forgiveness feature, and
- Other discounts, like seniors’ 25% discounts, and how low-income residents can reduce their bills.
The Raise Your Hand shutoff protection is available to everyone, including tenants. While your balance may grow if you don’t pay, this protection keeps your water on.
Similarly, if you’re a tenant, you can get help paying your bills and enroll in payment plans if your water service is in your name. Tenants can also become customers of record or apply for the Utility Services Tenants Right Act by visiting our offices and filling out an application.
Where they do it
CEO canvassers come to your neighborhood to let you know about upcoming shutoffs and help you apply for assistance. They ensure your application and supporting documents are submitted correctly. They also ensure your concerns are addressed by PWD and WRB.
The City has expanded its capacity, making sure qualifying residents get direct, one-on-one help with their water bills. If you see CEO staff in your neighborhood, be sure to stop and say, “hi.” They’ll have official City IDs on. Their shirts, hoodies, and hats will say “Office of Community Empowerment and Opportunity.”
