Philly Water Department: Phone, Hours, Address & Office

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Philly water bill, MyPhillyWaterBill, shutoff help, emergency hotline and customer assistance guide

Philly Water Department: Pay Bill, Customer Service, Shutoff Help, Rates & Emergency Hotline

Philadelphia water customers often need a fast, exact answer: where to pay the bill, which payment method is free, what the Water Access Code is, how to stop a shutoff, how to apply for TAP or senior discount, who handles billing disputes, and what number to call for a water main break, basement backup, sewer issue or meter problem. This guide turns official Philadelphia Water Department and Water Revenue Bureau pages into a scan-first workflow with direct City links, fee warnings, phone numbers and practical call scripts.

💳 MyPhillyWaterBill online pay ✅ eCheck: free ☎️ Customer service: 215-685-6300 🚨 Emergency hotline: 24/7 💧 Typical bill Sept. 2025: $89.42
Quick answer board

Choose the Philly Water Task You Actually Need

💳 Pay water bill Use MyPhillyWaterBill from the official City page. You need your nine-digit Water Access Code and ZIP code.
🏦 Avoid card fee Use eCheck or automatic bank payment. The City says both are free of processing charges.
🚨 Emergency? Call 215-685-6300 24/7 for main breaks, flooding, basement water, taste/odor, open hydrants and sewer emergencies.
🛑 Shutoff notice? Call 215-685-6300, ask about payment agreements, assistance, Raise Your Hand protections or medical delay.
Best official starting point: Use Pay a water bill for payment options and fees, PWD Contact Us for emergency and billing contacts, Water bill customer assistance for TAP and discount help, and Prevent water shutoffs if you received a shutoff notice.
Official contacts Pay water bill Payment fees AutoPay Bill assistance Shutoff help Become a customer Dispute a bill Water emergency Meter problems Rates and usage In-person offices Call scripts Map and visit Official links FAQs
Do not wait on a shutoff notice: A scheduled or partial payment may not solve every shutoff problem. Call the Water Revenue Bureau at 215-685-6300 and ask about a payment plan, assistance program, shutoff exemption or medical delay.
Official contacts

Philadelphia Water Contacts That Matter

Need Official detail Use it for
Water Emergency Hotline 215-685-6300, 24 hours a day, 7 days a week Water main break, sewer overflow, water in basement, flooding, taste/odor issue, hydrant issue.
PWD general inquiries 215-685-6300; waterinfo@phila.gov; 8 a.m.–5 p.m. General Philadelphia Water Department questions.
Billing and account questions Water Revenue Bureau, 215-685-6300; wrbhelpdesk@phila.gov; 8 a.m.–5 p.m. Bill, account, payment, access code, payment agreement, dispute or shutoff billing questions.
Pay by phone with eCheck 215-685-6300 Free eCheck payment using bank routing and account number.
Pay by phone with debit/credit card 877-309-3709 Interactive voice system; debit and credit card payments only.
Water assistance questions watercap@phila.gov; 215-685-6300 TAP, senior discount, hardship and customer assistance application questions.
Medical delay request MedicalDelay@phila.gov or fax 215-685-3777 Serious illness shutoff-delay documentation.
PWD department address 1101 Market St., 5th Floor, Philadelphia, PA 19107 Department reference, not necessarily the best walk-in payment route.
Routing tip: PWD handles water service and emergencies. The Water Revenue Bureau handles bills, payments, assistance, shutoff notices and disputes. The phone number is often the same, but what you say first matters.
Bill payment

How to Pay a Philly Water Bill Online

🔢 Need 9-digit code Water Access Code
🏦 eCheck Free Routing + account #
🔁 AutoPay Available MyPhillyWaterBill
☎️ Phone eCheck 215-685-6300 Free processing
💳 Card IVR 877-309-3709 Card only
1

Start from the official City payment page

Open Pay a water bill, then use the official MyPhillyWaterBill payment website.

2

Find your Water Access Code and ZIP code

The City says you need your nine-digit Water Access Code, found on your bill, and your ZIP code before starting.

3

Choose eCheck or bank payment to avoid processing fees

eCheck and automatic bank payments are listed as free. For eCheck, have your bank routing number and checking or savings account number ready.

4

Save payment proof

Keep your confirmation number, payment amount, date, Water Access Code, and payment method until the account updates.

Payment by mail: Mail the return portion of your bill with check or money order payable to Water Revenue Bureau, P.O. Box 41496, Philadelphia, PA 19101-1496.
Fees

Philadelphia Water Bill Payment Fees

Payment method Official fee / rule Best use
Automatic bank payment Free Best set-and-forget option for monthly bills.
eCheck Free Best one-time payment method to avoid card fees.
Online / phone residential card $2.95 Use when card convenience is worth the fee.
Online / phone commercial card $15.95 Commercial account card payment.
In-person debit card $3.45; must be PIN-protected; VISA debit not accepted in person Use at payment center if necessary.
In-person credit card 2.10% or $1.50 minimum Compare cost before paying in person.
Returned check $20 Verify bank balance before submitting.
Late payment 5% added if not paid on time, plus 0.5% each month unpaid Pay before due date or call for a plan.
Fee-saving tip: For most residents, eCheck is the cleanest low-cost choice because it is free and can be done online or by calling 215-685-6300.
AutoPay

Set Up MyPhillyWaterBill AutoPay

AutoPay helps avoid missed payments by automatically deducting your monthly bill from your preferred payment method, such as checking or savings.

1

Create or sign in to MyPhillyWaterBill

Use the official City payment website: MyPhillyWaterBill.

2

Add your water account

Use your Water Access Code and ZIP code from the bill.

3

Enroll in AutoPay

Choose AutoPay and verify the payment method. Keep paying manually until you confirm AutoPay is active.

AutoPay help: The City’s AutoPay update lists MyPhillyWaterBillHelp@phila.gov for AutoPay help or more information.
Bill assistance

Philly Water Bill Assistance, TAP and Senior Discount

Philadelphia uses a customer assistance application process to connect eligible customers with available benefits, including income-based assistance, TAP, hardship options and senior discounts.

Assistance need Official detail What to do
Application help Call 215-685-6300 or email watercap@phila.gov with application questions. Ask what documents you need before mailing or submitting.
Application materials The City notes application materials cannot be submitted by email. Use the official application route, not email attachments.
TAP / income-based bill 2026 eligibility guidelines say TAP may fix monthly water payment at 2%–3% of household income for households at or below 150% FPL; some 150%–250% FPL households may qualify around 4%. Apply even if your income is above the lowest tier; WRB determines the most beneficial program.
Special hardship Hardship claims may apply for circumstances such as loss of job or death of a primary wage earner. Document the hardship clearly.
Senior citizen discount Recent City guidance lists 25% off water bills for qualifying seniors 65+ who live at the address and have the bill in their name; 2026 materials list income below $42,100 per year. Check the latest application materials before applying.
Payment plan For payment agreements, call 215-685-6300. Call before the shutoff date or late balance grows.
Action: Open Water bill customer assistance or PWD Financial Assistance.
Shutoff help

What to Do if Your Philly Water Is at Risk of Shutoff

If you got a shutoff notice

Call 215-685-6300 immediately. Ask about a payment plan, customer assistance, Raise Your Hand shutoff protection, medical delay or tenant rights.

If your landlord is the account holder

The City says tenants must be given a chance to stop shutoff under Utility Service Tenants Rights Act protections. Call 215-685-6300 for guidance.

Shutoff issue Official detail Action
Non-payment The City says water may be shut off for unpaid bills if not on a payment plan or assistance program. Call before cutoff and ask for options.
Raise Your Hand If a senior 65+, person with disability or serious illness, or child under 18 lives in the home, shutoff protections may apply. Contact WRB at 215-685-6300 or wrbhelpdesk@phila.gov.
Medical delay Medical documentation can be faxed to 215-685-3777 or emailed to MedicalDelay@phila.gov; documentation must be on file within five business days of original request. Ask doctor for documentation right away.
Lack of meter access Water can be shut off if PWD is not allowed to read or repair the meter. Schedule meter access or repair promptly.
Notice of Defect Plumbing problems threatening water quality, public health or safety can lead to shutoff until repaired. Make required repairs and keep proof.
Important: If you received a shutoff notice, do not rely only on an online payment. Call and confirm whether the payment, plan or application stops the shutoff.
New customer

Become a Philadelphia Water Customer

The City has different instructions depending on whether you are a property owner, tenant, occupant or commercial tenant.

Your situation Official route What users should know
New property owner If deed is recorded, the City says your account will be updated and bills begin in your name. If deed is not recorded, bring settlement sheet to WRB at a payment center.
No water meter Call 215-685-6300 for meter installation. A water meter must be installed within 30 days after settlement date.
Tenant Complete tenant water customer application and email it to wrb.contactintake@phila.gov with required documents. Landlord needs an up-to-date rental housing license.
Occupant without lease Complete occupant water customer application and email it to wrb.contactintake@phila.gov. If no meter or meter not functioning, a meter must be installed before approval.
Commercial tenant Submit commercial tenant application and required documents to wrb.contactintake@phila.gov. Use commercial-specific route, not residential tenant route.
Action: Open Become a water customer and choose your exact situation.
Dispute / high bill

How to Dispute a Philadelphia Water Bill

The City says you have the right to formally dispute a water bill if you believe there is an error, including amount due, payment agreement terms, shutoff notice or another account issue.

1

Contact customer service first

Email wrbhelpdesk@phila.gov, call 215-685-6300, or write to Water Revenue Bureau, P.O. Box 41496, Philadelphia, PA 19101-1496.

2

Ask for a written decision

If the issue cannot be solved by customer service, you need the WRB decision for the next step.

3

Request an informal hearing if still unsatisfied

The City says an informal hearing lets you present documents and facts to a City Hearing Officer, and a written decision is made after the hearing.

4

Appeal if needed

If you disagree with the informal hearing decision, the City says you may appeal to the Tax Review Board within 60 days of the decision.

High-bill proof checklist: Keep bill copies, meter photos, payment confirmations, leak repair receipts, shutoff notice, prior usage, emails and any WRB written decision.
Emergency

Report a Philly Water Emergency

PWD says to call 215-685-6300 for water emergencies 24 hours a day, 7 days a week.

Emergency type What to report Best action
Water main break Water flowing in street, sinkhole, low/no pressure, main leak. Call 215-685-6300 immediately.
Basement water / backup Water backing up into basement or sewer-related backup. Call hotline; document photos and time.
Neighborhood flooding Street flooding, clogged inlet, stormwater issue. Call 215-685-6300 with exact location.
Taste / odor / water quality Sudden water quality concern, unusual taste, odor or color. Call emergency hotline for guidance.
Open hydrant Unauthorized/open hydrant or hydrant leak. Call PWD hotline.
Risk of injury or death Immediate danger to life/safety. Call 911 first, then report water issue when safe.
Emergency script: “I’m reporting a water emergency at [address/cross street]. The issue is [main break/flooding/basement backup/open hydrant/taste-odor]. Water is [flowing/standing/entering property]. My callback number is [number].”
Meter / pipe help

Water Meter Problems and Customer Responsibilities

Meter repair or replacement

The City says to call PWD at 215-685-6300 if your water meter needs repair or replacement.

Meter access matters

Lack of meter access can be a shutoff reason. Do not ignore meter appointment or repair notices.

Notice of Defect: Customers with water or sewer line defects may receive a Notice of Defect and must repair defects within the stated period.
Rates

Philadelphia Water Rates and Usage Basics

PWD’s September 2025 rate information says the typical residential monthly bill increased to $89.42 on September 1, 2025 for a customer using 430 cubic feet per month with a 5/8-inch meter.

📅 Effective Sept. 1, 2025 Rate change
📈 Increase 9.4% Typical bill
💵 Typical bill $89.42 Monthly residential
📏 Unit 100 cf 1 ccf
🚿 Typical use 430 cf Monthly example
Rate source: Open New rate information effective September 2025 or Philadelphia Water Department Rates.
In-person service

In-Person Philly Water Bill Service Locations

The City says in-person water and tax services are available at municipal services centers, and no appointment is required for those service centers.

Location Address Hours / use
Center City Municipal Services Building, Public Services Concourse, 1401 John F. Kennedy Blvd., Philadelphia, PA 19102 Listed for water customer service and shutoff help; Monday-Friday, 8:30 a.m.–5 p.m. in shutoff page.
Northeast Philadelphia Northeast Service Center, 7522 Castor Ave., Philadelphia, PA 19152 Listed for customer offices; Monday-Friday, 8:30 a.m.–5 p.m.
North Philadelphia North Philadelphia Municipal Service Center, 2761 N 22nd St., Philadelphia, PA 19131 Listed for customer offices; Monday-Friday, 8:30 a.m.–5 p.m.
Bring this: water bill, Water Access Code, ZIP code, photo ID, payment proof, shutoff notice, assistance documents, lease/deed or tenant/occupant documents if changing account name.
Call scripts

What to Say When Calling Philly Water

Situation Say this Have ready
Online payment problem “I’m trying to pay my Philadelphia water bill online and need help with my Water Access Code or account.” Bill, nine-digit Water Access Code, ZIP code, email, payment method.
eCheck by phone “I want to pay by free eCheck over the phone.” Routing number, account number, bill, Water Access Code.
Shutoff notice “I received a water shutoff notice and need to know what will stop or delay shutoff.” Notice, account number, household situation, income/hardship documents.
Assistance application “I want to apply for water bill customer assistance and need the correct application route.” Income documents, household size, proof of residence, ID, bill.
Water emergency “I’m reporting a water emergency at [address/cross street].” Exact location, issue type, photos if safe, callback number.
Bill dispute “I believe there is an error on my water bill and want to start the dispute process.” Bill copies, usage history, meter issue notes, prior emails, payment history.
Map

Philadelphia Water Department and Service Center Map

The Philadelphia Water Department department listing shows 1101 Market St., 5th Floor. For in-person water bill customer service, the City also lists customer offices such as the Municipal Services Building at 1401 John F. Kennedy Blvd.

Philadelphia Water Department Reference Map

Use the phone first for emergencies or urgent shutoff issues. For bill payment and service-center help, confirm the correct location before visiting.

Open PWD Map Open MSB Map
FAQs

Philly Water Department FAQs

How do I pay my Philly water bill online?

Use the official Pay a water bill page or MyPhillyWaterBill. You need your nine-digit Water Access Code and ZIP code.

What is the Philly Water Department phone number?

Call 215-685-6300. PWD lists this number for general inquiries, billing/account questions and the 24/7 Water Emergency Hotline.

Is eCheck free for Philadelphia water bill payment?

Yes. The City says eCheck is free of processing charges. You need bank routing and checking/savings account numbers.

How do I pay a Philly water bill by phone?

Call 215-685-6300 for eCheck payment. For debit or credit card payment through the interactive voice system, call 877-309-3709.

What are Philly water bill card fees?

The City lists online/phone debit and credit card fees as $2.95 for residential accounts and $15.95 for commercial accounts. In-person credit card payments are listed as 2.10% or $1.50 minimum.

How do I report a Philadelphia water emergency?

Call 215-685-6300 24/7 for water main breaks, basement water, flooding, sewer emergencies, open hydrants, taste/odor complaints and other urgent water issues.

How do I get help with a Philadelphia water bill?

Use the official Water Bill Customer Assistance page or call 215-685-6300. Application questions can be emailed to watercap@phila.gov, but application materials cannot be submitted by email.

Can Philly water be shut off for non-payment?

Yes, the City says water may be shut off for unpaid bills if the customer is not on a payment plan or enrolled in assistance. If you receive a notice, call 215-685-6300 immediately.

Who is protected from Philadelphia water shutoff under Raise Your Hand?

The City says shutoff protection may apply if a senior 65 or older, a person with disability or serious illness, or a child under 18 lives in the home. Contact 215-685-6300 or wrbhelpdesk@phila.gov.

What is the typical Philly water bill after September 1, 2025?

PWD’s September 2025 update says a typical residential monthly bill increased to $89.42 for a customer using 430 cubic feet per month with a 5/8-inch meter.

How do I dispute a Philadelphia water bill?

Start by contacting WRB at wrbhelpdesk@phila.gov, calling 215-685-6300, or writing to Water Revenue Bureau, P.O. Box 41496, Philadelphia, PA 19101-1496. If unresolved after a written decision, you can request an informal hearing.

How do I get a water meter repaired or replaced in Philadelphia?

The City says to call the Philadelphia Water Department at 215-685-6300 if your water meter needs repair or replacement.

Final takeaway

Best Way to Handle a Philly Water Department Task

Use this route: Pay bill → MyPhillyWaterBill. Avoid fees → eCheck or automatic bank payment. Phone eCheck → 215-685-6300. Card phone payment → 877-309-3709. Emergency → 215-685-6300 24/7. Shutoff notice → call WRB and ask about assistance, payment plan, Raise Your Hand or medical delay. Dispute → contact WRB first, then request informal hearing if needed.

Philadelphia water information is split between PWD, Water Revenue Bureau, MyPhillyWaterBill, Department of Revenue service pages, assistance pages, shutoff pages, and emergency pages. This guide keeps the most important official details together so residents can pay safely, avoid unnecessary fees, get help before shutoff, and call the right number when a water problem is urgent.

Editorial note: This guide is informational and summarizes official Philadelphia Water Department, Water Revenue Bureau and City of Philadelphia water billing, payment, assistance, shutoff, meter, rate and emergency resources for easier public use. Official fees, phone numbers, office locations, payment rules, eligibility limits, program rules, rate information and emergency procedures can change. Confirm final details on official phila.gov, water.phila.gov and MyPhillyWaterBill pages before paying, applying, disputing, visiting or making account decisions.

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