American Water Works Co. Launches Hardship Assistance Program for Financially Struggling Customers

American Water Launches Hardship Assistance Program to Aid Customers

American Water Works Co. has introduced an innovative utility hardship assistance program through its American Water Charitable Foundation, aimed at supporting customers who are facing financial difficulties. This initiative is a response to the increasing financial pressures that many households encounter, particularly in the wake of economic fluctuations. The program offers a range of flexible payment options to help customers manage their water and wastewater bill payments more effectively. Among these options is the MyWater online portal, which allows users to pay through popular digital platforms such as Apple Pay, Google Pay, Venmo, PayPal, and PayPal Credit with a nominal transaction fee for certain credit card payments. Additionally, customers can enroll in Auto Pay for automatic monthly payments or choose to pay by mail, in-person at authorized locations like Walmart and CVS, or via a 24/7 telephone payment service.

Cheryl Norton, the Executive Vice President and Chief Operating Officer of American Water, underscores the company’s commitment to ensuring that water services remain safe, reliable, and affordable. She acknowledges the significant financial hurdles some customers face and emphasizes the importance of providing assistance. The Keep Communities Flowing® Fund, a key component of this initiative, marks a pioneering effort in the utility sector, aiming to alleviate the burden of utility bills for eligible households. This program not only reflects American Water’s dedication to its customers but also sets a precedent in the industry for addressing financial hardship in a systematic way.

The launch of this assistance program comes at a crucial time, as many utility companies are grappling with the need to balance operational costs with customer affordability. American Water’s extensive investment strategy, which includes over $46 billion earmarked for improvements across its operations in the next decade, demonstrates the company’s long-term vision for sustainable water service. The hardship assistance program complements these investment plans by ensuring that financial challenges do not hinder customers from accessing essential services. With the program now live, American Water encourages customers to explore their options and take advantage of the resources available to ease their financial burdens.

In addition to the hardship assistance program, recent assessments by the American Society of Civil Engineers (ASCE) reveal concerning grades for West Virginia's water infrastructure, with drinking water systems receiving a D+ and wastewater systems rated a D. In response, Scott Wyman, President of West Virginia American Water, emphasizes the urgent need for investment, estimating that the state requires around $4.5 billion in drinking water infrastructure over the next two decades. The ongoing challenges highlighted by the ASCE report illustrate the importance of coordinated efforts between utilities, regulators, and local leaders to ensure community access to safe water.

American Water remains committed to advocating for improved infrastructure while providing essential services to over 14 million people across 14 states. The introduction of the hardship assistance program and the focus on infrastructure investment reflect the company's proactive approach to addressing both customer needs and systemic challenges in the water sector.