The City of Richmond Department of Public Utilities (DPU) has launched the “Don’t Delay, Pay Today!” campaign to urge customers who are delinquent on their water bills to bring their accounts into good standing by utilizing available financial assistance programs. When the governor-issued residential utility disconnection moratorium ended in August 2021, many utility companies returned to disconnecting services for unpaid bills. While DPU has not yet resumed disconnections for non-payment, plans are underway to begin this spring. Eligible customers behind on their water bills are encouraged to apply to the Low Income Household Water Assistance Program (LIHWAP).

LIHWAP is a temporary, federally-funded program created to assist low-income households with water and wastewater bills. LIHWAP relief will be available to eligible Virginia residents through September 1, 2023 or until funds are depleted. Payments for clients receiving LIHWAP assistance will be made directly to DPU. Eligible households must apply by visiting www.virginialihwap.com or calling 888-373-9908.

Households eligible for LIHWAP assistance must have a past due water/wastewater balance and a gross household income below 150% of the federal poverty level based on household size (please visit the LIHWAP website). Priority will be given to households whose water/wastewater has been disconnected or is at risk of disconnection. The program is administered by the Virginia Department of Social Services (VDSS) in partnership with Promise. Promise is a modern technology solutions company that works with utilities and government agencies around the country to provide payment flexibility for households who are unable to pay their bills and streamlined relief distribution to those in need.

Application assistance is available by contacting Promise directly at 888-373-9908 between the hours of 7 a.m. to 7 p.m. Monday through Saturday. Applicants should not contact the local department of social services, as they will not be able to provide support regarding the application process. Applicants not already enrolled in an income-based program (such as LIHEAP, Supplemental Nutrition Assistance Program, Temporary Assistance for Needy Families, Supplemental Security Income, means-tested veteran programs) will be required to provide evidence of household income.

Promise is also partnering with DPU to administer convenient and flexible payment plans to help customers who are delinquent or at risk for becoming delinquent on their utility bills. Customers will have the ability to learn more about the available plans and complete the application on Monday, February 13.

DPU offers other affordability programs such as the MetroCare Water Assistance Program and the MetroCare Heat Program. The MetroCare Water Assistance program helps qualified DPU customers with paying their water utility bills and assists homeowners with conservation efforts. Approved applicants could receive a credit adjustment toward water and wastewater charges or assistance with plumbing repairs or replacement of water inefficient appliances. The MetroCare Heat Program provides financial assistance up to $500 toward heating or energy bills for qualified customers experiencing hardships or financial difficulties. Customers can learn about the qualifications and how to apply to the programs by visiting the “Billing” section of the DPU website at www.rva.gov/public-utilities.