Every day, our PGH2O Cares team connects with neighbors and community members who could use a helping hand. Our dedicated team is here to work with customers through the financial challenges they may be having and often provides the relief that comes when someone finally says, "there is help available."
That’s why the recent expansion of Pittsburgh Water’s Customer Assistance Programs means so much to us. We see firsthand how a bill discount or arrearage forgiveness can be a big source of relief for families working hard to stay afloat.
More Support Reaching Pittsburgh Families
With the newly approved program updates, thousands of Pittsburgh households now qualify for additional income-based discounts. Here’s what that means from our side of the desk.
Every week we talk with seniors on fixed incomes who stretch every dollar, parents juggling childcare, groceries, and transportation, and workers navigating unexpected job loss. For many of them, even a small increase in their utility bills can feel overwhelming.
Under the expanded Bill Discount Program:
- Families earning up to 50% of the Federal Poverty Level will see a deeper 70% discount — and in many cases, almost no change in their monthly bill.
- Those earning between 50.1% and 100% of the Federal Poverty Level may see their bill go down by an average of more than seven dollars per month.
- Enrolled households earning between 100.1% and 200% of the Federal Poverty Level now receive new monthly bill credits for water and/or wastewater to prepare for future rate structure changes.
These estimates assume average residential usage of 3,000 gallons of water per month.
We’ve also increased the number of times a customer may apply for a Hardship Grant in a given year. Customers may now apply twice per year until the maximum grant amount is reached; up to $450 each for both water and wastewater conveyance charges.
These changes often make it possible for us to say something customers may not expect to hear: “Your bill is going down.”
Protections That Prevent Crisis Before It Starts
We also hear the stress when a customer discovers a leak or a plumbing issue they never saw coming. That’s why we’re especially encouraged by these new and expanded protections:
The Line Repair and Water Conservation Program, (formerly a pilot program) is now permanent, meaning qualifying customers continue to have access to free plumbing repairs and water-saving devices, often preventing expensive, unexpected spikes in usage. The maximum benefit for the program has also been increased from $1,356 to $1,600, enhancing the assistance Pittsburgh Water can provide. For customers who would otherwise not have the means to make these sorts of repairs or proactive updates, this program can offer peace of mind that their plumbing is up to date and functioning as expected.
Our new leak credit program provides bill relief for customers who experience an unexpected spike in their water usage due to an unknown leak. In such instances, customers who promptly repair the source of the leak and sign up for automated usage alerts may have their affected bill reduced to their usual level of usage, based on the prior 12 months.
In our conversations, these programs often mean the difference between panic and stability.
If You Think You Might Qualify, We’re Here to Help
One of the most rewarding parts of our work is being part of the moment a customer realizes they don’t have to navigate this alone. Enrollment in our Customer Assistance Programs is growing, but there are still so many residents who could qualify and likely don’t realize it. The enhancements we’re making mean those who do enroll will be much better equipped to maintain affordable access to the reliable water services they need.
If you're unsure whether you qualify, our PGH2O Cares team is ready to help walk you through the process from start to finish!
Learn more or apply at www.pgh2o.com/CAP — or reach out to us directly via email at cares@pgh2o.com or give us a call at 412-255-2457. We’re here to help you stay connected to the water you rely on every day.
