To be considered for water utility payment assistance, applicants must meet all of the following criteria:  

• The applicant must have an active El Paso Water account for single-family residential services. 

• The applicant must reside at the property for which assistance is requested. 

• Only one application per household will be accepted. 

• The account must show a risk of disconnection with prior disconnections on record. 

• The applicant must either: already be on a payment arrangement or agree to enter a payment arrangement plan for any outstanding balances. 

In addition, a history of good faith partial payments toward the water bill will be taken into consideration, especially when those payments demonstrate an effort to avoid service disconnection. These efforts do not guarantee approval but help strengthen your application.  

There is no fixed deadline, but we will have a limited monthly allocation for funding, and we operate on a first come, first served basis. Once we have spent the funding for the month, we will post on the website that the application period is closed and when it will reopen. Customers will find this information on our website at El Paso Water | Payment Assistance.  Note: Once the application period is closed, applications that did not get processed will be carried over to the next month. Customers will need not re-apply. 

We can provide some limited assistance over the phone. If you have a disability and need assistance with the application, please let us know.  

Depending on the volume of applications received, it may take several weeks for applications to be reviewed, approved or denied, and for approved applications to be credited. If you have not heard anything after a month, send an email inquiry to aguacares@epwater.org.  

Yes. We require customers to set up a payment arrangement for any outstanding balance to avoid the risk of disconnection. 

No, the AguaCares program only assists customers who are at risk of disconnection. If your service has already been interrupted, please call Customer Service for assistance. 

Each customer who qualifies and is approved may get a credit of up to $250.00.  A customer who receives the credit is not eligible for other credits for 12 months from the date credit is applied to their account.  

No. There are several community non-profit agencies that provide payment assistance, depending on funding, such as Project Bravo, United Way of El Paso, Amistad and others.  

El Paso Water only provides assistance to direct retail customers, which are mostly inside the city limits. We are not in a position to provide assistance to wholesale customers, such as those served by the County, Lower Valley Water District or other service providers. However, you may want to contact El Paso County as they sometimes have assistance available for county residents. See County of El Paso Texas - Community Services.  

Yes. AguaCares is a separate assistance program that was created by El Paso Water and the City of El Paso to assist our customers