West Virginia American Water Customer Assistance Programs

These are unprecedented times marked with uncertainty. But one thing has not changed—our unwavering commitment to our communities and to keeping the water and life flowing for our customers. One way we do this is through our customer assistance programs. If you’re experiencing financial hardship, please reach out to us. We may be able to assist. We have partnered with state and county agencies to help direct our customers to utility assistance programs that are available, including:

H2O Help to Others Program
Qualified customers may be eligible for $350 in utility assistance every six months.

Low Income Tariff Rate (SRRRS Reduced Rate)
Qualified customers may be eligible for a reduced monthly rate.

Low-Income Household Water Assistance Program (LIHWAP)
Water and wastewater bill assistance for qualifying low-income households.

Special Residential Reduced Rate Discount Program (SRRRS Reduced Rate + Low Income Discount)
A 20% discount on top of the reduced residential water and wastewater rates for qualifying customers.

Installment Plans and Budget Billing

If you cannot pay your bill by the due date, please contact our customer service center immediately, before the due date. Our customer service representatives are available at 1-800-685-8660, M-F, 7 a.m. to 7 p.m. They will work with you on a plan to pay the balance of your bill over time. West Virginia American Water also offers budget billing to those who qualify.

Customer Assistance Webinars

At West Virginia American water, we keep customers at the center of everything we do! That’s why we’d like to invite you to join us for a Customer Assistance Webinar to learn more about the programs we offer to help you pay your water or wastewater bill. We’ll talk about budget billing, payment plans, one-time assistance grants and more. Click here to learn more about these quarterly, interactive webinars.

Dollar Energy Fund

West Virginia American Water is a partner in the West Virginia Utility Assistance Program Dollar Energy Fund. The goal of this non-profit organization is to provide comprehensive utility assistance to low-income West Virginia individuals and families through a statewide network of community-based organizations. Since its inception, the West Virginia Utility Assistance Program has provided thousands of grants worth hundreds of thousands of dollars to families who have fallen on hard times.

West Virginia American Water matches customer donations on a dollar-for-dollar basis. Customers can donate to the fund by checking off the box on their bill. Customers can also make contributions directly on the Dollar Energy website, www.dollarenergyfund.org.

To be eligible for the program, grant recipients must have received a utility shutoff notice or have already had service disconnected. Recipients must also have made a sincere effort to pay the bill (at least $50 on the outstanding water bill in the past 90 days), applied for all open and available state and federal programs, and have a household income at or below 150 percent of the federal poverty income guidelines, which for a family of four is up to $36,456 annually.

For more information about the Dollar Energy Fund, call West Virginia American Water's Customer Service Center at 1-800-685-8660 or go online to www.dollarenergyfund.org.

How our customer assistance programs are funded

Customers’ monthly West Virginia American Water payments do not subsidize the customers enrolled in these programs. Instead, the state reimburses the company for the Special Reduced Rate Program through a credit toward its state Business & Occupation tax. Likewise, grants made through the Dollar Energy Fund are made possible by the shareholders of West Virginia American Water, not our customers.