Phoenix Water Bill Help 2026–27: Project Assist, Shut-Off Notices and the Sewer Fee Review
Updated: 18 hours ago
Behind on your Phoenix City Services Bill? Here is what the City says you can do at each stage, from a balance you can't pay to a full shut-off, plus Project Assist and the Sewer Fee Review.
AT A GLANCE
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In Phoenix, water doesn't come on its own bill. It's part of the City Services Bill, which also covers sewer, trash and recycling, plus several fees and taxes the City collects. So falling behind on "the water bill" really means falling behind on all of those at once. If you miss enough payments, the City can put your water on low-flow and later shut it off completely.
This guide follows the order things usually happen: a balance you can't pay, a shut-off notice, a low-flow device, and finally a full shut-off. At each step it explains what the City of Phoenix says you can do. After that, it covers Project Assist, the City's own bill-help program, then the emergency aid offered through the City's Family Services Centers, and then the Sewer Fee Review, an overlooked deadline that can lower a full year of sewer charges.
Every phone number, income limit and deadline below comes from the City of Phoenix Water Services and Human Services pages, read directly in October 2026.
Stage 1: You Have a Balance You Can't Pay
The City's answer to "what if I can't pay?" is short. Call 602-262-6251, Monday through Friday from 8 a.m. to 5 p.m., to speak to a customer service representative, or visit the City's Financial Assistance page. The same number and the email address cityservicesbill@phoenix.gov are listed for general City Services Bill questions.
The City's pages don't publish a formal payment-plan policy with set terms, so we don't list any. Don't assume an arrangement will be offered, and don't assume it won't. Ask the representative directly, and write down the date, the name of the person you spoke with, and what they agreed to.
This is the cheapest stage to act. Once a shut-off notice arrives, your options get narrower.
Once service goes from low-flow to fully shut off, the City says you must pay the full balance due before water is restored.
Stage 2: A Shut-Off Notice Arrives
The City's FAQ is clear on one point that surprises people: once you get a shut-off notice, you can't use the website to make a payment. You have to call Customer Service at 602-262-6251 and use the automated phone system, which runs 24/7, to pay the full balance due.
If you can't pay the full balance, this is the moment to start the assistance steps in the sections below. Project Assist and the Family Services Centers both need an appointment, and appointments are limited. Waiting until after the water is off costs you days.
Stage 3: Low-Flow
Phoenix can put a low-flow device on your service before shutting it off completely. The City Council voted to permanently stop charging late fees for single-family residential customers after water service is placed on low-flow or shut-off. If you're in a single-family home, a low-flow device shouldn't keep adding late fees on top of your balance.
Stage 4: Full Shut-Off and Getting Water Back
The FAQ sets out the restoration rules:
Pay the balance due by 4 p.m. on a regular business day, and the City says it will restore water the same day.
Pay after 4 p.m., or on a weekend or holiday, and service comes back the next business day.
Paying at Chase Bank? That's accepted. Pay by 4 p.m. on a business day, then call 602-262-6251 to tell staff about the payment so they can restore service that day.
No going back to low-flow. Once service goes from low-flow to fully shut off, the City says you must pay the full balance due before water is restored.
That last rule is the main reason to act at the low-flow stage. A partial payment or an assistance pledge that might have kept you on low-flow may not be enough once the water is fully off.
Project Assist: The City's Own Bill Help
Project Assist is a City of Phoenix program run by the Human Services Department. It helps income-qualified households in financial hardship pay their City Services Bill, which covers water, sewer and trash. The Water Services and Public Works departments fund it, along with donations from customers.
Who qualifies
The City lists three requirements:
You live in Phoenix.
You have a Phoenix City Services Bill.
Your household income is at or below 200% of the federal poverty level.
The table below applies 200% to the 2026 HHS poverty guidelines for the 48 contiguous states. We did this math ourselves from the HHS figures. The City screens you using whatever numbers it applies at the time, so treat this as a guide.
Household size | 2026 HHS poverty guideline | 200% (Project Assist limit) |
|---|---|---|
1 | $15,960 | $31,920 |
2 | $21,640 | $43,280 |
3 | $27,320 | $54,640 |
4 | $33,000 | $66,000 |
5 | $38,680 | $77,360 |
6 | $44,360 | $88,720 |
7 | $50,040 | $100,080 |
8 | $55,720 | $111,440 |
For households larger than eight, HHS adds $5,680 per person. At 200%, that's $11,360 more for each additional person.
How to apply
The City gives two ways to apply:
By phone: Call the Human Services Department at 602-534-2433 to schedule an appointment. The City says appointments are limited and calls begin at 7 a.m. on Monday mornings. Call right at 7. If the week's slots are gone, the Human Services page says to try again the next week.
Online: Apply through the City of Phoenix Family Services Centers' online portal, the HSD Community Services Program Portal.
The Water Services page doesn't say how much Project Assist pays or how often you can use it. We don't guess at either. Ask at your appointment.
Emergency Utility Help Through the Family Services Centers
Project Assist is run by the same Community Services Program that operates Phoenix's three Family Services Centers: John F. Long, Sunnyslope and Travis L. Williams. The Human Services Department says these centers offer emergency financial help, including emergency utility assistance, to Phoenix residents in crisis. The department also says funding is limited because demand is high, eligibility rules can vary, and help depends on current funding.
To apply, call the Appointment Intake Line at 602-534-AIDE (2433) or 1-866-882-1778, or apply in the HSD Community Services Program Portal.
Documents to gather
The Human Services page says you'll need:
Proof of identity
Proof of residency
Proof of your utility (or rent) obligation. For water, that's your City Services Bill or shut-off notice.
Proof of household income
Proof of who lives in your household
The City's printable Document Checklist goes into more detail. It asks for:
A picture ID for each household member applying.
Social Security cards or official documents showing the numbers for those members.
Proof of gross income for all household members in the last 30 days.
Written proof of any income that ended in the last 30 days.
Proof of the emergency behind your request, such as receipts for unexpected expenses, a doctor's statement or a letter from your employer about a job loss.
The checklist also says that if documents are missing, assistance may not be provided. Bring everything to the first appointment.
People living with HIV/AIDS can also ask about HOPWA. The Human Services page says HOPWA offers short-term help to prevent utility disconnection, among other things. Apply through the same intake line or portal.
Other Phone Numbers the City Lists
The Water Services financial assistance page lists other places to try if you can't get into Project Assist or don't qualify. Each one sets its own rules:
Organization | What the City's page says | Phone |
|---|---|---|
2-1-1 Arizona | Referral line, 24/7, English and Spanish, interpreters for other languages | 2-1-1 |
St. Vincent de Paul | One-time rent, mortgage and utility help; call the Resource Center for an appointment | 602-850-6948 |
The Salvation Army Metro Phoenix | Leave your contact information | 602-267-4127 |
Friendly House | Voicemails for utility help, Wednesdays 8 a.m. to noon | 602-345-0167 |
Lutheran Social Service | Limited funds each month | 480-654-4539 |
Pilgrim Rest Baptist Church | Financial help for families | 602-258-0831 |
First United Methodist Church | One-time $100 per household, West Valley residents | 623-939-1409 |
The Sewer Fee Review: The Deadline Most People Miss
A one-time spike in water use, like draining and refilling a pool or a broken pipe or irrigation line, can also push up your sewer charges. The Sewer Fee Review is the City's process for adjusting them, and it runs on a strict yearly schedule.
Here's what the City's page says:
The review adjusts your sewer fee when your water use was higher than usual, for example from a pool refill, broken plumbing or broken outdoor irrigation equipment.
The 2026 review covers the January, February and March 2026 billing cycles. Adjustments can't be made for prior years.
Requests received more than 60 days after the July bill date aren't eligible. The City cites Phoenix City Code 28-35 and says no exceptions will be granted. You can file before the July billing period.
The City prefers you submit through the Sewer Fee Review section of myPHX311. If you can't use it, download the paper form and mail it.
Attachments must be in a non-editable format, such as PDF. The City says photos or screenshots of documents won't be accepted.
If a plumber's invoice or pool service receipt explains a spike from early 2026, check your July bill date and count 60 days. If you've already missed it for 2026, mark next year's window on your calendar now.
If You're Turned Down or Can't Get an Appointment
No Project Assist slot this week? The City says appointments are limited and calls start Monday at 7 a.m. Try again the next Monday, and try the online portal too.
Over 200% of poverty? The City sends people who can't use Project Assist to 2-1-1 Arizona and the charities in the table above.
Denied for missing documents? Go back to the checklist. The City says assistance may not be provided if documents are missing. Fix the gap and reapply.
Sewer review denied as late? The City says there are no exceptions to the 60-day rule. Ask Customer Service about your balance instead.
Water already fully off? Remember that the City requires the full balance to restore service. Use the restoration timing above to plan when to pay.
Before you call
☐ "What is my full balance due, and what is the date of my shut-off?"
☐ "Is my service currently on low-flow?"
☐ "If Project Assist pays part of the bill, how will that show on my account?"
☐ "When was my July bill date for the sewer review?"
WHAT TO DO THIS WEEK
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More help in Phoenix
See every FSR guide for Phoenix in one place on our Phoenix Financial Help Guides hub.
Related guides
Official sources
Programs and funding change. Confirm details with City Services at 602-262-6251.
October 2026 (City of Phoenix Water Services and Human Services pages)
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