Philadelphia Water Tiered Assistance Program (TAP)

Quick Facts

• Purpose: TAP ties monthly water, sewer, and stormwater bills to household income, ensuring residents pay an affordable percentage (2–4%) regardless of usage fluctuations.
• Administered by: Philadelphia Water Department (PWD) in partnership with the Revenue Department and community-based organizations known as Neighborhood Energy Centers.
• Key features: Predictable bills, arrears forgiveness after 24 months of on-time payments, shutoff protection, and flexible hardship pathways for residents temporarily above the income limit.
• Integration: TAP households automatically qualify for other assistance like the Low-Income Senior Citizen discount, payment agreements, and free plumbing repairs through the Basic Systems Repair Program.
• Impact: Since launching in 2017, TAP has helped thousands avoid shutoffs and stabilize housing by lowering average monthly bills from $75–$100 to $30–$50.

Program Overview

Traditional utility discounts reduce bills by a flat percentage, but TAP innovates by pegging charges to income, similar to income-driven student loan repayment. Once enrolled, your bill becomes a predictable monthly amount based on household size, income, and poverty level tier. Usage still matters—you should conserve water—but unexpected spikes from leaks or guests no longer blow up the budget.

PWD funds TAP through ratepayer assistance set-asides and integrates the program with its customer information system. That means once TAP approves you, your bill immediately reflects the capped amount, and you gain protections against shutoff, liens, and penalty interest on arrears (as long as you stay current with TAP payments).

Eligibility Pathways

You qualify if your household income is at or below 150% of the Federal Poverty Level. For 2025, that is $22,590 for one person, $30,660 for two, $38,730 for three, and $46,800 for four, with $8,070 added for each additional person. PWD includes all people living in the home regardless of relationship if they share expenses.

If your income exceeds 150% FPL but you experience a special hardship—such as a job loss, serious illness, domestic violence, death of a household member, or caring for a disabled family member—you may still qualify temporarily. Provide documentation such as unemployment award letters, medical bills, or police reports.

Tenants can enroll even if the landlord is the account holder, provided the landlord signs a Tenant Consent Form or there is evidence that the tenant is responsible for the water bill as part of rent. TAP can also place a lien on the property to secure payment arrangements, so communicate with your landlord early.

Benefit Calculation

TAP assigns households to one of three tiers:

• Tier 1: Income ≤ 50% FPL → Bill set at 2% of monthly income.
• Tier 2: Income > 50% and ≤ 100% FPL → Bill set at 2.5% of monthly income.
• Tier 3: Income > 100% and ≤ 150% FPL → Bill set at 3% of monthly income.

Special hardship cases default to 4% of monthly income unless documentation supports a lower rate. PWD calculates the monthly amount, rounds to the nearest dollar, and posts it to your account. Example: A two-person household with $1,500 monthly income (approx. 115% FPL) would pay 3% or $45 per month.

You also receive:

• Past-due freeze: Arrears stop accruing interest and late fees. Continue paying the TAP amount to keep the freeze active.
• Debt forgiveness: Every 12 on-time TAP payments earn forgiveness of up to $1,500 in old debt (maximum $3,000 after 24 months). Additional arrears may be addressed through payment agreements or assistance grants.
• Shutoff protection: Your account is exempt from shutoff and lien actions as long as you remain current on TAP installments.
• Leak forgiveness opportunities: If high usage stems from a verified leak repaired within 30 days, request billing adjustments.

Application Steps

1. Gather documentation: ID for household members, Social Security numbers (if available), proof of address (lease, mortgage, utility bill), and proof of income for the past 30 days or 12 months (pay stubs, benefit letters, child support statements). For hardship cases, collect supporting evidence.
2. Apply online or in person: Use the water bill help portal to submit the TAP application, or visit a Neighborhood Energy Center for assistance. Call 215-685-6300 to locate a center in your neighborhood.
3. Complete tenant forms if needed: Tenants must include the Landlord/Tenant agreement or proof of responsibility for water charges.
4. Submit application: Upload documents digitally or mail copies to the Revenue Department. Keep copies for your records.
5. Attend interview (if requested): Some applicants may be scheduled for a phone interview to review documents and clarify household composition.
6. Receive determination: PWD typically processes applications within 30 days. Approval letters include your tier, monthly payment amount, and recertification date.
7. Start making TAP payments immediately: Even if the approval is pending, begin paying the expected TAP amount to demonstrate good faith. Once approved, payments count toward debt forgiveness.

Maintaining Enrollment

• Annual recertification: Submit updated income documentation each year. PWD sends notices 60 days before the deadline. If you fail to recertify, your account reverts to standard billing and arrears protections end.
• Report changes: Notify PWD within 60 days of income changes exceeding 10%, household composition changes, or moves. If your income decreases, request a re-evaluation mid-year.
• Stay current: Missing two TAP payments may trigger removal. Contact PWD immediately if you anticipate difficulty—hardship extensions or payment agreements can prevent termination.

Complementary Resources

• Senior Citizen Low-Income Special: Homeowners age 65+ with incomes under $33,500 can combine TAP with the senior discount for additional relief.
• Low-Income Household Water Assistance Program (LIHWAP): Pennsylvania’s water assistance program can provide lump-sum grants up to $2,500 to cover arrears or restore service. TAP participation strengthens your application.
• Basic Systems Repair Program (BSRP): Provides free plumbing repairs, roof replacements, and electrical work for low-income homeowners. TAP staff can refer you when leaks or structural issues drive high usage.
• Utility Emergency Services Fund (UESF): Offers crisis grants for households facing shutoff. TAP participants are prioritized because their ongoing bills are affordable post-grant.

Best Practices for Participants

• Track payments: Use PWD’s online Customer Water Access Portal to monitor due dates, apply credits, and confirm debt forgiveness milestones. Set calendar reminders for each payment.
• Conserve water: Install aerators, fix leaks promptly, and request water conservation kits. Lower usage can further reduce the TAP-calculated bill and ensures you stay within consumption guidelines.
• Engage with community partners: Neighborhood Energy Centers offer financial counseling, job training referrals, and access to weatherization programs. Building relationships helps with future recertifications and problem-solving.
• Document hardships: Maintain organized files of medical bills, unemployment letters, or police reports. Having evidence ready ensures quick approval if you need hardship consideration.
• Appeal decisions: If denied, request a review within 30 days. Provide additional documentation or statements explaining special circumstances.

Example Scenarios

• Single parent in North Philly: Earns $1,200/month working part-time. TAP sets her bill at $36. After 12 on-time payments, $1,200 of arrears is forgiven. Savings allow her to invest in a GED program.
• Senior homeowner in Southwest Philly: Monthly income $1,100 from Social Security. TAP payment equals $22, and the senior discount removes stormwater fees. Combined savings exceed $800 annually. BSRP repairs a leaking toilet that previously caused high usage.
• Tenant facing hardship: Lost job and applied for unemployment. Despite income slightly above 150% FPL, documentation of job loss qualifies them for the 4% hardship rate. TAP prevents shutoff while they search for work.

Troubleshooting Tips

• Incomplete applications: The most common denial reason is missing documents. Double-check that each household member’s income proof is included. Use the checklist provided online.
• Processing delays: If 30 days pass without a response, call 215-685-6300 or visit a Neighborhood Energy Center. Bring your application ID. Staff can escalate cases or provide temporary protection from shutoff.
• Payment posting issues: Keep receipts or screenshots of payments. If the portal does not show your payment, call customer service before the due date to avoid penalties.
• Landlord refusal: Tenants whose landlords won’t sign consent can request intervention from the Fair Housing Commission. Provide lease clauses showing responsibility for utilities.

Contact Information

• Website: https://www.phila.gov/programs/water-bill-help/
• Customer Care: 215-685-6300 (Monday–Friday, 8 a.m.–6 p.m.)
• Neighborhood Energy Centers: Call 215-988-0929 for the nearest location.
• Mailing address: Revenue Department – TAP, P.O. Box 41496, Philadelphia, PA 19101-1496

Philadelphia’s Tiered Assistance Program turns water service into a manageable expense by aligning bills with ability to pay and rewarding consistent payments with debt forgiveness. By engaging with TAP and related resources, residents can stabilize housing, protect health, and build financial resilience.