Portland Water Bureau Financial Assistance Program

Quick Facts

• Holistic support: The City of Portland offers bill discounts, crisis assistance, and water-saving repairs through the Water Bureau and Bureau of Environmental Services.
• Substantial savings: Eligible households receive 25% or 40% off water, sewer, and stormwater charges, plus free conservation kits and leak repair vouchers.
• Crisis relief: Emergency grants up to $500 (once per 12 months) help prevent shutoffs or address sudden financial shocks. Renters can access a $300 multi-family crisis credit applied through landlords.
• Homeowner repair help: Plumbing repair and sewer lateral support prevent costly leaks and basement backups, protecting both budgets and infrastructure.
• Equitable access: The program offers multilingual outreach, simplified applications, and partnerships with community-based organizations serving communities of color, immigrants, and seniors.

Program Overview

Portland’s rainy climate and aging infrastructure make water and sewer services essential but sometimes expensive. The Water Bureau’s Financial Assistance Program ensures affordability by coupling monthly discounts with targeted crisis aid. Discounts apply directly to the combined city utility bill, which includes charges for water, sewer, and stormwater services.

Residents can access the program whether they are homeowners, renters paying a direct utility bill, or tenants in properties where water costs are included in rent. For master-metered buildings, the City provides a multi-family crisis credit and works with landlords to pass savings through.

Eligibility Criteria

• Income limits: Households must be at or below 60% of Oregon State Median Income. For 2025, that approximates $3,853 monthly for a one-person household, $5,035 for two, $6,218 for three, and $7,400 for four. Additional members add roughly $1,182 each. The City may adjust thresholds annually based on statewide data.
• Program participation: Residents enrolled in SNAP, TANF, SSI, SSDI, Medicaid (OHP), LIHEAP, or similar programs automatically qualify with proof of current benefits.
• Residency and account status: Applicants must live within the Portland Water Bureau/Environmental Services service territory. If you pay the city utility bill directly, you must be the account holder. Renters can apply with landlord authorization or by demonstrating responsibility for water charges in rent.
• Documentation: Provide photo ID, proof of address (utility bill, lease), income documentation for all adults, and Social Security numbers or alternative IDs. The City accepts Individual Taxpayer Identification Numbers (ITINs) and offers options for those without traditional documentation.

Benefit Structure

• Monthly bill discount: Households at or below 60% SMI receive a 25% discount; those at or below 30% SMI (or with high medical expenses) receive a 40% discount. Discounts apply to water, sewer, and stormwater line items.
• Crisis assistance: Up to $500 annually for single-family customers to resolve past-due balances or avert shutoffs. Funds can cover payment plans or repair costs. Multi-family tenants can access a $300 annual credit via their property manager.
• Plumbing repair vouchers: Income-qualified homeowners receive vouchers covering up to $2,000 in leak repairs, fixture replacements, or sewer lateral fixes through pre-approved contractors.
• Conservation education: Participants receive kits with aerators, showerheads, toilet leak tablets, and educational materials. Workshops teach budgeting, leak detection, and landscaping strategies that reduce runoff charges.
• Payment arrangements: Discounted customers qualify for flexible payment plans (up to 24 months) and waived late fees if they adhere to agreements.

Application Process

1. Gather documents: Collect identification, proof of address, and income documentation (pay stubs, award letters, bank statements, tax returns). Tenants should gather lease agreements and landlord contact information.
2. Complete application: Download the form from portland.gov/water/financial-assistance or call 503-823-7770 to request a mailed copy. Applications are available in English, Spanish, Vietnamese, Chinese, Russian, and Somali.
3. Submit materials: Email to [email protected], mail to the Water Bureau, or drop off at the Customer Service Center (664 N Tillamook Street). Community partners can submit on your behalf.
4. Interview (if needed): Some applicants may receive a follow-up call to clarify income or household size. Provide requested documents within 10 business days.
5. Approval: Expect notification within 2–3 weeks. Discounts begin with the next billing cycle. Crisis requests can be processed within 48 hours for urgent cases.

Maintaining Benefits

• Annual recertification: Provide updated income or benefit documentation each year. The City mails reminders 60 days before expiration. Failure to recertify reverts your account to standard rates.
• Report changes: Notify the bureau if your income increases beyond the threshold, household size changes, or you move. You can transfer benefits to a new address after submitting updated forms.
• Stay current: Continue paying the reduced bill. If you fall behind, contact the bureau for payment arrangements before the due date to avoid penalties.

Maximizing Assistance

• Pair with LIHEAP/LIHWAP: Use state and federal energy/water assistance for lump-sum credits while the city discount keeps monthly bills low.
• Use water-saving resources: Attend workshops, install free devices, and request a water audit to identify leaks. Lower usage reduces the base on which the percentage discount is calculated, increasing savings.
• Engage community partners: Organizations like Impact NW, Latino Network, IRCO, and Native American Youth and Family Center help with applications, translation, and holistic support (food, housing, employment).
• Leverage payment plans: If you receive a crisis grant, combine it with a payment plan to clear remaining balances gradually while maintaining service.
• Seek tenant protections: Renters facing retaliation for requesting assistance can contact the Portland Housing Bureau or Legal Aid Services of Oregon for support.

Example Scenarios

• Homeowner in Lents: Family of five earning $58,000 annually qualifies for a 25% discount, saving about $35 per month. When a pipe bursts, they use a $1,800 plumbing voucher to cover repairs, avoiding high water bills.
• Senior renter in St. Johns: Lives on $1,250 Social Security. Receives a 40% discount and a $300 rent credit via the landlord. Uses a crisis grant to cover a past-due balance after hospitalization.
• Immigrant family in Hazelwood: Qualifies through SNAP participation. With community partner assistance, they enroll in the program, receive multilingual conservation education, and sign up for a 24-month payment arrangement that clears $600 in arrears.

Troubleshooting Tips

• Application incomplete: The City often returns forms missing signatures or documentation. Double-check the checklist before submission. If you need help, visit a community partner for scanning and uploading assistance.
• Discount not appearing: Call Customer Service at 503-823-7770 with your account number. Provide the date you submitted documents and request escalation.
• Crisis grant denied: Reasons include incomplete documentation or not being in good standing with payment plans. Reapply with additional proof of hardship (medical bills, job loss notices) or contact a partner agency to advocate on your behalf.
• Plumbing voucher delays: Contractors book quickly. Schedule repairs promptly and keep receipts. If a contractor cancels, notify the bureau to reassign the voucher.

Additional Resources

• Green Bucks stormwater credit: Homeowners can reduce stormwater fees by managing runoff with rain gardens or permeable pavement.
• Energy Trust of Oregon: Offers rebates for efficient appliances and insulation that reduce hot water usage.
• Weatherization Assistance Program: Multnomah County provides free insulation, air sealing, and heating upgrades for low-income households.
• Financial empowerment: Prosper Portland and local credit unions offer budgeting classes and matched savings programs.

Contact Information

• Website: https://www.portland.gov/water/financial-assistance
• Customer Service: 503-823-7770 (Monday–Friday 8 a.m.–5 p.m.)
• Email: [email protected]
• Address: Portland Water Bureau Customer Service, 664 N Tillamook Street, Portland, OR 97227

Portland’s Financial Assistance Program ensures water, sewer, and stormwater services remain accessible despite rising costs. By combining monthly discounts, crisis aid, and conservation support, the program helps households stabilize budgets, prevent shutoffs, and maintain healthy homes.