Can't Pay? Let's Talk.

Des Moines Water Works understands this remains a difficult time for many customers.

The availability of safe water supply is critically important to the public health of our community, especially under unprecedented circumstances such as these. Water supports healthcare professionals and many essential businesses during a pandemic. And proper hand-washing is an important step in curbing community spread of COVID-19.

We want to balance sensitivity to our customers’ situations with sustaining utility operations. Customers who struggle to pay their bill can call DMWW at (515) 283-8700 to discuss payment options.

It is very important for customers who receive a termination notice and are struggling to pay their bill to call DMWW at (515) 283-8700 DMWW customer service representatives are experienced in working with customers to discuss available options, like payment arrangements or connecting customers with other resources.

Payment arrangements are a collection assistance program that DMWW offers at all times to eligible customers. Customers must honor their commitment to pay or communicate when they are unable to do so in order to remain eligible for this assistance.

Another option for those whose financial situation has changed as a result of COVID-19 may be from IMPACT Community Action Partnership. IMPACT is administering rent and utility assistance through the Emergency Rental (+Utility) Assistance Program (ERAP) to residents of Polk County. Des Moines Water Works tenant customers must be able to demonstrate a COVID-related impact to their household income that has affected their ability to pay their utility bill and have a past due balance in order to qualify for this assistance. Payments through the program will be made directly to Des Moines Water Works and applied to the applicant’s account. The program requires an online application at: https://impactcap.smapply.org/prog/impact_emergency_rental_assistance_program/.  

For both owner and tenant customers, IMPACT is also administering general utility assistance funding that is not contingent on COVID-19 income loss. Call IMPACT at (515) 518-4770.

Customers with delinquent balances should be aware their service could be terminated unless they have called to make arrangements with a customer service representative.  

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