When you need a helping hand, call on PGH2O Cares

Our new PGH2O Cares team provides one-on-one assistance to our customers who need it most

 

Pittsburgh, PA — The Pittsburgh Water and Sewer Authority (PWSA) is excited to introduce its PGH2O Cares Team. This group of education and outreach professionals is engaging our most vulnerable customers to boost enrollment in our customer assistance programs and identify ways to reduce water usage.  

But if you need help now, don’t wait — pick up the phone, call (412) 255-2423, and talk to a PGH2O Cares team member today! 

Outreach and education are the primary focus of PGH2O Cares, which is needed now more than ever. With so many customers impacted by COVID-19 and the economic distress it has created, there is a greater need. The PGH2O Cares team can link you to the assistance we offer, help you find solutions, and provide relief during a difficult time.

PGH2O Cares team Our PGH2O Cares team pictured from left to right: PGH2O Cares Coordinator, Sarah Viszneki; PGH2O Cares Analyst, Rebecca Copney; PGH2O Cares Analyst, Michael Anania

The PGH2O Cares team will work directly with customers to:

  • Describe our customer assistance programs in greater detail and explain the benefits of enrolling.  

  • Ensure eligible customers are enrolling in the programs and getting the assistance they need. 

  • Review water usage to identify leaks or other problems that may contribute to your water bill.

  • Teach customers how to use our water usage portal, making sure they register and brainstorm solutions to reduce water use.

PGH2O Cares is a proactive feature of our existing customer assistance programs. Members of our Low-Income Assistance Advisory Committee (LIAAC) expressed interest in developing an outreach-driven program to increase enrollment. Through our collaboration with committee members, community stakeholders, and the Pennsylvania Public Utility Commission (PUC), PGH2O Cares was established along with several other enhancements to our customer assistance programs included in our 2020 rate filing that went into effect on January 14, 2021. 

Which Customer Assistance Program is right for you?

We offer a variety of programs to help customers with different needs. Depending on your circumstances, one of these programs may provide the assistance you need during a difficult time.  

  • Flexible Payment Plans: Due to the pandemic, , flexible payment arrangements are available for all residential and small business customers, regardless of income. Enrolling in a payment plan prevents service shut-offs and allows customers to pay their balance over time without accruing interest or fees. 

  • Bill Discount Program: Provides a monthly discount of $35.78 – a 100% discount on the first 1,000 gallons of fixed water charges for customers at or below 150% of the federal poverty level (FPL). An additional 20% reduction on water usage is also available for our most vulnerable customers enrolled in the program. Customers enrolled in this program will actually see a decrease in their monthly bills compared to what they paid last year.  

  • Hardship Grant Program: Cash grants, up to $300 per year, are available for water customers at or below 150% FPL. Our average household grant is approximately $285, and since 2018 we have helped more than 370 Pittsburgh households maintain water service.

  • Winter Shut Off Moratorium: From December 1st through March 31st, customers at or below 300% of the FPL can enroll in the Winter Shut-off Moratorium to avoid having their water turned off during colder months.

  • Lead Service Line Reimbursement Program: As part of PWSA’s Community Lead Response, we will assist customers with the cost of private lead service line replacement, if customers choose to proactively hire a plumber and complete the work. Please visit lead.pgh2o.com for more information.  

"We are proud to expand our customer assistance programs and offer targeted support through PGH2O Cares,” said Will Pickering, PWSA’s Chief Executive Officer. “The PGH2O Cares team is working closely with many of our customers and is building relationships within Pittsburgh’s neighborhoods. They will help our customers determine which of our assistance programs will best fit their needs.” 

For more information about PGH2O Cares and our customer assistance programs, please call (412) 255-2423 or visit www.pgh2o.com/CAP.

You may also email the team directly at Cares@pgh2o.com.