New Orleans Sewerage & Water Board Bill Help 2026–27: High Bills, Payment Plans and Getting Water Back On
Most calls about Sewerage & Water Board (SWBNO) bills come down to one of three problems. The bill looks wrong. The bill is right, but you can't pay it. Or the water is already off.
Each problem has a different fix. This guide takes them one at a time, then covers the Water Help Program for seniors and people with disabilities, along with the sanitation fee increase that started October 1, 2026.
Last checked October 2026. All details come from SWBNO's Payment Assistance and Frequently Asked Questions pages.
First, the October 2026 Sanitation Fee Change
If your bill went up this month without a change in your water use, check the sanitation line. SWBNO says that starting October 1, 2026, the City of New Orleans reset the sanitation fee, which is billed on your SWBNO bill:
Residential: up $8.25, from $24.00 to $32.25 a month
Commercial: up $16.50, from $48.00 to $64.50 a month
SWBNO says these changes don't affect your water usage charges. It also says it doesn't adjust sanitation fees. Questions about that fee go to the City's Sanitation Services, not to SWBNO.
Problem 1: "This Bill Can't Be Right"
Check whether it's estimated
SWBNO now bases estimates on your own history. It uses 10 previous meter readings, at least two of them actual readings, to calculate your typical daily use. Bills get estimated when it's unsafe for meter readers or when something is blocking the meter. If a reader can't get to your meter because of an obstruction, SWBNO says it leaves a door tag. Clear the meter box so the next reading is an actual one.
Smart meter jump?
SWBNO says its older meters tended to under-record water use. Smart meters are more precise and catch smaller flows. So a higher first bill after the switch doesn't automatically mean an error. But a sudden jump can also mean a leak that the new meter is finally catching.
No smart meter yet? Ask about the fixed-rate plan
Residential customers who don't have a smart meter can opt into a temporary fixed-rate billing plan. It's calculated from the past 12 months of use, excluding open disputes. If you think a disputed bill got counted, you can ask for a review.
Leaks: what SWBNO will adjust
The rules here depend on whose problem caused the leak:
A leak on your private property: SWBNO adjusts 50% of the excess water charges and 100% of the excess sewer charges. It does this after you submit proof of the repair and your use returns to normal the next month.
A defective meter or a problem caused by SWBNO: the high bill is fully adjusted.
Leaks on private property are the property owner's responsibility to fix. If you rent, tell your landlord in writing and keep a copy.
How to file a dispute
SWBNO says you can dispute charges for water, sewer and sanitation by phone, mail, fax, or email, using the online form that goes to Customer Service. The adjustment process is on SWBNO's Bill Dispute and Adjustments page.
Why it matters: SWBNO's collections FAQ says the Credit & Collections Unit removes accounts that are exempt because of investigations or hearings from further collection activity. A dispute on file is your protection.
Keep these:
photos of the meter reading, with the date
plumber's invoices or receipts for leak repairs
copies of every bill in question
the date and confirmation of your dispute
Problem 2: "The Bill Is Right, but I Can't Pay It"
PromisePay payment plans
SWBNO partners with Promise to offer interest-free payment plans.
Who's eligible: All residential and commercial customers with a past-due balance of $50 or more. Property owners and tenants can both use the portal.
What you get if you stay current: SWBNO says that if you sign up and stay current on both the plan and your regular SWBNO bill, you'll avoid late fees and possible shutoffs.
What the portal does: It's bilingual. You can pay by card, ACH, Apple Pay or Google Pay. It sends text reminders, and it lets you request allowable extensions, change due dates and change payment methods.
Sign up: swbno.promise-pay.com, or call Promise at 504-565-2905.
The catch: You have to pay both the plan installment and each new SWBNO bill. SWBNO warns that falling behind on either can lead to disconnection.
Know the shutoff timeline
From SWBNO's FAQ:
An unpaid amount over $50 for more than 60 days can trigger a delinquent notice. SWBNO says it only interrupts service if a bill stays unpaid for more than 60 days.
A letter gives the disconnect date and a later meter-removal date.
If nothing is paid within 10–14 days, SWBNO tries to call you about a payment arrangement.
If there's still no payment after another 10–14 days, a meter-removal order is issued, with a $75 removal fee.
After 30 days unresolved, the account is closed.
A final bill letter gives you 10 working days to pay in full before the account goes to a collection agency (IC Systems).
The earlier you act, the cheaper it is. A payment plan at step 1 costs nothing extra. Waiting until step 4 adds a $75 fee and puts your account at risk of closing.
Add a backup person to your account
SWBNO's Third Party Notification Service lets someone besides the account holder get notice when water is about to be shut off for nonpayment. SWBNO suggests it for seniors, people who are ill, estate administrators and people who travel often. Fill out and sign the Third Party Notification Form and mail it to the address on the form.
Problem 3: "The Water Is Already Off"
You have two ways to get it back:
Option A: Through Promise. Go to swbno.promise-pay.com or call 504-565-2905. To restore service, SWBNO says you must pay 25% of the past-due balance and enroll the rest in a PromisePay plan. Then call SWBNO at 504-529-2837 to confirm the payment and get the restoration scheduled.
Option B: Pay in full, or set up an arrangement with SWBNO. Pay through one of SWBNO's payment methods, or call customer service at 504-529-2837 or visit a payment location to arrange a plan.
Timing: If the required payment is made by 2:30 p.m., SWBNO says it will send someone the same day. After 2:30 p.m., restoration happens the next business day.
Don't miss the visit: An adult over 18 must be home when the service rep arrives. If no one is there, they can't reconnect you.
The Water Help Program (Seniors and People With Disabilities)
The Water Help Program combines customer donations with SWBNO matching funds. Total Community Action administers it. It provides up to $200 a year as a credit toward water and sewer charges.
Who qualifies:
an Orleans Parish resident
62 or older, or disabled as determined by Social Security, the VA or another accepted institution
combined household income within the area's current poverty guidelines
a water meter that serves only one unit
the customer of record, with an active account that is not in dispute
How to apply: In person with the plan administrator, Total Community Action, at 1424 South Jefferson Davis Parkway.
What to bring:
proof of age (driver's license, birth certificate or another authentic document)
proof of disability, if you're under 62
proof of income: an award letter or four consecutive pay stubs
Notice the "not in dispute" rule. If you have a billing dispute open, ask SWBNO how to handle it before you apply.
Want to give? Add exactly $1.00 to your monthly payment. SWBNO says any other amount becomes a credit on your bill instead of a donation.
Key Numbers
SWBNO customer service and 24/7 emergencies: 504-52-WATER (504-529-2837)
Promise (payment plans and restoration): 504-565-2905, swbno.promise-pay.com
Water Help Program: Total Community Action, 1424 S. Jefferson Davis Pkwy.
SWBNO main office: 625 Saint Joseph Street, New Orleans, LA 70165
SWBNO's pages list different hours for the customer service line (8 a.m.–6 p.m. in one place, 7 a.m.–7 p.m. in another, both Monday through Friday). Call earlier in the day to be safe.
FAQ
How much past due do I have to be to use PromisePay? $50 or more.
How do I get my water turned back on? Pay 25% of the past-due balance and enroll the rest in PromisePay, then call SWBNO at 504-529-2837 to confirm. Or pay in full, or set up an arrangement with SWBNO. Pay by 2:30 p.m. for same-day restoration, and make sure an adult is home.
Will SWBNO adjust a bill caused by a leak? For leaks on private property, SWBNO adjusts 50% of the excess water charges and 100% of the excess sewer charges, after you show proof of repair and your use returns to normal. Bills caused by a meter defect or an SWBNO problem are fully adjusted.
Can a renter use the payment plan? Yes. SWBNO says both property owners and tenants can use the PromisePay portal.
Who qualifies for the $200 Water Help credit? Orleans Parish residents who are 62 or older or disabled, with household income within poverty guidelines, a single-unit meter, and an active account that isn't in dispute.
Can SWBNO lower my sanitation fee? No. SWBNO bills it for the City but doesn't adjust it. Contact the City's Sanitation Services.
Related Guides
Sources
SWBNO, Payment Assistance: https://swbno.org/CustomerService/PaymentAssistance
SWBNO, Frequently Asked Questions: https://www.swbno.org/CustomerService/FAQ
PromisePay portal for SWBNO: https://swbno.promise-pay.com
Comments