Media Alert: Water Shutoff Freeze Extended to July 10

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philadelphia water department

For Immediate Release: May 21, 2020 

Contact: Laura Copeland | (215) 300-9208 |

 Philadelphia Extends Water Shutoff Protection Through July 10

Customers unable to pay due to COVID-19 impacts won't be shut off but should apply for assistance.

PHILADELPHIA—The Philadelphia Water Department is extending assistance efforts for customers behind on water bills. Those unable to pay water bills due to economic impacts from the COVID-19 pandemic will not face shutoff through July 10, 2020.

This latest extension in protections aligns with the May 7, 2020 Commonwealth of Pennsylvania Executive Order shielding residents from eviction.   

"The health and safety of customers is our top priority," says Commissioner Randy Hayman. "Access to clean water is an essential part of public health and we are extending our temporary freeze on water shutoffs, effective through July 10, 2020."

In line with standard seasonal protections to avoid winter shutoffs, no customers have been shut off for nonpayment since November 2019. As of March 16, 2020, more than 15,000 accounts have already had water restored to assist with public health efforts during the pandemic response. 

All account holders are still required to pay their bills and should do so if possible. Water bills fund essential infrastructure investments critical to everyday life in Philadelphia. 

Those who cannot pay their bill should apply for help using the application at 

The City’s Tiered Assistance Program (TAP) provides discounted water bills based on income. Customers can also apply for a Special Hardship discount.

Special Hardship qualification is decided on a case-by-case basis and may help customers who cannot pay a water bill due to loss of employment, hospitalization, and other situations.

Customers can expect longer processing times for assistance applications. The Water Revenue Bureau has limited resources, with many staff working remotely.

Penalties and late fees are suspended until further notice.The City will continue to review this decision with guidance from the Department of Public Health.  

The Water Department hotline is open for emergencies, but call wait times may be longer due to safety measures that impact staffing: (215) 685-6300

Customers may also contact @PhillyH2O or @PhilaRevenue on social media. Email for water issues, or for bill issues. 

Additional updates will be provided here:


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