COVID-19 and Your Utility Bills

The City of Poway is well-prepared to continue providing water and wastewater services during the COVID-19 pandemic including staff, equipment and infrastructure to maintain services. Water quality and supplies are not affected by COVID-19, and remain safe.

Starting July 1, 2021, the City will begin charging late payment fees for customers who have a past due unpaid balance on their utility bill. We understand that full economic recovery will take time, and there are customers who may still be experiencing financial uncertainty. Service disconnections due to non-payment remain suspended per the Governor's Executive Order. The City has not charged late payment fees since March 2020.

If you have any questions regarding your account, please email customerservices@poway.org or contact us during normal business hours at (858) 668-4401.  Please leave a voice mail if a customer services representative is unable to answer your call right away.   

Why do I still have to pay my bill?

As Poway water service is a public utility, California law (Proposition 218) 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. Other utilities, such as electric and phone companies, can offer discounts and bill forgiveness as they are for-profit agencies.

How can I pay my bill?

City Hall is now open and cash or check payments are accepted at the Customer Services counter during regular business hours.   Payments can be mailed to our PO Box, brought to our after-hours drop box located in the City Hall parking lot, or online.  Please visit our Pay My Bill  webpage for details.

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:

  • County’s Emergency Rental and Utilities Assistance Program The City has partnered with the County as a participating agency to assist eligible Poway households who have been financially impacted by the COVID-19 pandemic. The program provides payment assistance for participating landlords and renters who need help with rent and utilities. Applications are still being accepted and will be accepted until funds are no longer available.
  • 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 uwsd.org/covid19 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 211sandiego.org. 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.