Pittsburgh Water is committed to making meaningful connections with those we serve.

Since their introduction in 2018, Pittsburgh Water’s Customer Assistance Programs have benefited thousands of our neighbors in their time of need.

The Bill Discount Program remains our most prominent program with more than 9,000 customers now enrolled. Participants in this program receive the first 1,000 gallons of water and wastewater conveyance for free and an 85% discount on the stormwater charge.

Additionally, nearly 4,000 customers have benefitted from the Hardship Grant Program. To date, we’ve distributed more than $1.65 million to help income-eligible customers pay down past due balances and reduce their water bill. Customers will continue to have the opportunity to apply for $450 annual hardship grants for each water and wastewater conveyance service, an improvement we made to this program in 2024.

In 2025, Pittsburgh Water also assisted 135 low-income households with leak repairs through our Line Repair and Water Conservation Pilot Program. This brings the total households assisted to 293 and has resulted in a reduction in monthly water consumption by an average of 24%.

Pittsburgh Water continues to find ways to enhance our existing Customer Assistance Programs. Under the terms of our rate settlement, we made the following improvements: forgiving past-due balances provided the customer consistently makes on-time payments of current charges; extending the recertification requirement for the Bill Discount Program from two years to five years for customers on fixed incomes; and automatically enrolling customers in the Bill Discount Program when they receive a Hardship Grant.

We also expanded volumetric discounts for income-qualifying customers. For customers earning less than or equal to 50% of the federal poverty level, the volumetric discount will increase from 60% to 70%. A new volumetric discount of 30% will be added for customers earning more than 50% and up to 100% of the federal poverty level.

None of these successes would be possible without our PGH2O Cares team. Last year, this team of committed professionals stayed busy handling:

• over 10,500 inbound customer calls,
• over 5,700 outbound calls
• over 4,600 applications for enrollment

The team also attended more than 35 community events, where they introduced community members to our Customer Assistance Programs, answered questions, and even accepted applications on the spot.

If you or someone you know may qualify for Customer Assistance Programs, please visit www.pgh2o.com/CAP, call 412-255-2457 or email cares@pgh2o.com.