COVID-19 and Your Utility Bills

Reinstatement of Late Fees

  1. The temporary suspension of late penalty fees for utility bills will be ending. The suspension was enacted in March 2020 in response to the COVID-19 pandemic.

    Effective January 1, 2021, the City will resume assessing late penalty fees on past due account balances.   Your utility bill will become past due if not paid by the due date on the bill.  Accounts not paid by the past due date (shown on your bill) will be sent a Past Due Notice and will be charged a late fee of 10% or $50, whichever is less.  


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 while incorporating remote working and social distancing to protect the health and well-being of our customers and employees. 

City offices remain temporarily closed as a precautionary measure. City staff will continue to read meters and generate utility bills during this time.  Water quality and supplies are not affected by COVID-19, and remain safe.

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

We understand at this time residents and businesses may experience an economic hardship during the COVID-19 pandemic. The City is temporarily suspending water shutoffs due to nonpayment.  We encourage you to make every attempt to continue to pay your water bills as normal. Outstanding balances for all accounts will be due when the temporary suspension expires.   

If you are unable to pay your bill due to the current COVID-19 pandemic, 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.   

The City of Poway continues to monitor and follow county, state, and federal advisories. We appreciate your understanding as we all work through the unprecedented challenges posed by COVID-19.

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?

Currently, the city is unable to accept payments in person. The safety and well-being of our customers and staff remain our foremost priority. Payments can be mailed to our PO Box, brought to our drop box at City Hall, paid online via the customer portal, or by calling (858) 248-4291 to pay by debit/credit card or eCheck.  Please visit our Pay My Bill  webpage for details and fees for debit/credit card transactions.

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 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.