CUSTOMER ASSISTANCE PROGRAMS

Sometimes customers face circumstances that stretch their financial resources. Virginia American Water is here to assist. Our customer service representatives will work with you on a plan to pay the balance of your bill over time. You may also be qualified to receive assistance through our H2O Help to Others Program™.

Payment Arrangements

If you cannot pay your bill by the due date, please contact our customer service center immediately, BEFORE the due date at 1-800-452-6863. They will work with you on a plan to pay the balance of your bill over time.

H2O Help to Others - Customer Assistance Program

Since 2010, Virginia American Water has been assisting customers in need pay for their water bill through its H2O Help to Others Program™.

The program offers grants of up to $500 per year for customers who qualify. Since the program was first launched in 2010, Virginia American Water has provided $38,669 in water assistance grants to 220 households. Grants are funded through a corporate donation and customer and employee donations.

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. A grant from this program may not cover the recipient’s entire water bill.

Monthly Income Guidelines

For more information

Virginia American Water’s H2O Help to Others Program™ program is administered by Dollar Energy Fund, an independent, non-profit organization. To learn more or see if you qualify, contact our Customer Service Center at 1-800-452-6863.

To apply online

To apply online, visit www.dollarenergy.org/MyApp.

How You Can Help

Those who wish to contribute to the H2O Help to Others Program can do so by adding a donation to their monthly Virginia American Water bill payment. Donations can be made as a one-time gift or as a monthly donation of $1, $3 or $5. You can also send a donation directly to the Dollar Energy Fund at:

Dollar Energy Fund
P.O. Box 42329
Pittsburgh, PA 15203

Please write “H2O Program Donation - VA” on the memo portion of your check.

You can be assured that 100 percent of your donation and our matching funds go directly to qualifying customers. Our company assumes all administrative costs for this program so that every penny you donate goes directly to this worthwhile cause.

Medical Certification

If you are behind on your bill, you may be able to avoid shutoff or have your service restored if there is a medical emergency in your household. A medical emergency exists if you or a member of your household are seriously ill or have a medical condition that will be worsened if you do not have public utility service.

The medical certification will postpone the termination of water service for 30 days. The certification is designed to provide the customer with additional time to pay their past-due balance. The current bill must be paid while the medical certificate is in effect. The customer is still responsible for the past-due amount and will be given the opportunity to pay the balance in monthly installments. You can download the Standard Medical Certificate Form in English or Spanish or contact Customer Service at 1-800-452-6863 to request a form.