COVID-19 and Your Utility Bills

What is the City doing to help residents with their utility bill?

We understand at this time residents may experience an economic hardship during the COVID-19 pandemic. As of March 16, 2020, the City is temporarily suspending water shutoffs due to nonpayment and will not assess late fees on past due payments.  This is effective through April 30, at which point this policy may be revisited. We encourage you to make every attempt to continue to pay your water bills as normal, as outstanding balances for all accounts will be due when the temporary suspension expires.  City staff will continue to read meters and generate water bills during this time.  

If you are unable to pay your bill due to the current COVID-19 pandemic, please email or contact us during normal business hours at (858) 668-4401  to discuss payment arrangements.  Please leave a voice mail if a customer services representative is unable to answer your call right away.  Our team is operating with reduced staffing in the office  at this time, so you may experience a brief delay.

Why do I still have to pay my bill?

As Poway water service is a public utility, California law prohibits giving public funds to any person or entity. Waiving your bill would put an extra and disproportionate burden on other ratepayers and would be considered a gift of public funds.

I need help, where should I call?

Recognizing the significant economic impact of COVID-19, San Diego County has new resources and other benefits available to residents and businesses for assistance with utilities and rent/mortgage payments, food pantries, and other needs. If you would like more information about eligibility requirements or how to apply, we have two referrals to recommend:

  • For low wage workers, the Worker Assistance Initiative organized by the United Way San Diego offers financial assistance with utilities and rent/mortgage payments. Visit to apply or call 858-492-2000.
  • For general questions about COVID-19, information about community resources, or if you are uninsured, call 2-1-1 San Diego or access information online at This includes up to date COVID-19 info for the county, food resources, healthcare, childcare, public benefits, financial/employment resources, and transportation.
  • For local Poway businesses, please visit our Tools For Business webpage for resources and information.