A relief fund is one tool for providing financial relief to water utility customers with high water bills. Water utility relief funds can be administered by the utilities themselves, third-party administrators or municipalities, or a partnership between the two. These funds can be used as a part of a broader suite of affordability solutions. For example, relief funds could assist those who may not qualify for traditional assistance programs but find themselves in an emergency situation unable to pay their bills.
Utility Relief Fund Case Studies
Utilities across the country use charitable relief funds to help households struggling with high water bills. These programs are funded by a mix of customer donations, foundation support, corporate giving, fundraising drives, and more. Below, you’ll find real-life examples and promising practices for you to consider that will help households struggling to pay their water bills.
San Antonio Water System
San Antonio Water System (SAWS) is a drinking water and wastewater utility providing retail service to most of Bexar County and some surrounding areas. Project Agua is part of a suite of customer assistance programs offered by SAWS—including premise plumbing repairs, sewer lateral repairs, late penalty waivers for seniors, and more.
Project Agua is a payment assistance program available to SAWS residential customers who meet income eligibility requirements (125% Federal Poverty Level) and whose account is in final notice status, meaning they are scheduled for service disconnection. It is intended as emergency assistance to help customers avoid disconnection, and up to $115 can be applied to a customer’s bill twice per year.
Project Agua is funded by voluntary donations from customers and other charitable sources. Customers can include donations on their bills, and donations can also be made via the SAWS website. Project Agua is administered as a partnership between SAWS and the San Antonio Area Foundation, as the latter’s 501(c)(3) status allows them to hold and distribute Project Agua funds. For more information, visit: Uplift.SAWS.org/How-to-Help.
Louisville Water Company
Louisville Water Company is a public drinking water utility providing retail service to communities in Louisville Metro as well as a mix of retail and wholesale service to surrounding counties. Louisville Water Company’s customer assistance programs include payment extensions, a partnership with PromisePay, and agency support.
Agency support is a charitable program to provide bill assistance for customers whose water service is disconnected or in danger of being disconnected. Bill assistance is administered by third-party agencies and funded by grants from the Louisville Water Foundation, a 501(c)(3) established by Louisville Water Company in 2013 to consolidate the company’s charitable activities. The foundation operates independently from the utility.
The foundation makes grants to other nonprofit organizations, such as Multi-Purpose Community Action Agency in Bullitt County which uses Louisville Water Foundation grants to provide financial assistance to households that are past due on water bills. Grants are funded by tax-deductible customer donations via a “Please Donate” button on the utility’s website. Louisville Water Company also makes an annual donation to Louisville Water Foundation. For more information, visit: LouisvilleWater.com/Customer-Service/Drops-of-Kindness-Bill-Assistance.
The Human Utility
The Human Utility is a nonprofit organization that collects donations and makes payments to water utilities on behalf of households with past due balances. The organization is currently active in Detroit, Baltimore, and surrounding areas.
A “Give” button on the organization’s website allows individuals to make one-time or recurring donations. Donors can give to a specific household or contribute to a larger fund which The Human Utility distributes among multiple requests. Other types of donations are accepted, as well, including stock transfers and corporate giving.
A web-based application collects applicant information, and applications are reviewed “for need”—eligibility requirements are not listed. The application includes a long answer box for applicants to explain their circumstances. After submitting the application and supporting documentation, applicants receive a decision within 15 days and, if approved, payment is made to the utility within one week. Assistance is available once in an 18-month period. For more information, visit: HumanUtility.GitHub.io.