These challenges have forced utilities to increase rates by larger amounts and more frequently, leaving many customers struggling to pay their bill and utilities wrestling with their own long-term financial sustainability. As the focus on water affordability intensifies, utilities are looking for solutions for their customers while they continue to provide utility services that meet customer expectations while and maintaining financial sustainability.

In response to concerns about affordability, many utilities are seeking to enhance customer assistance programs, provide funding to customers to make utility bills more affordable, or build affordability measures directly into their rate structures. Reaching vulnerable customers and implementing effective programs requires a multi-faceted approach. Raftelis helps to develop and implement the following types of customer assistance programs that meet the needs of a utility’s customers.

• Customized affordability programs can be developed for a utility’s specific situation and customer base
• Conservation assistance such as water audits performed for high usage customers, fixes to fixtures and leaks, or loans to assist with repairs
• Senior citizen discounts for older customers at or below a minimum income level so they receive a discount on utility charges
• Payment agreements for customers with an overdue account balance can be offered payment agreements to avoid shutoff of services
• Matching grants can provide periodic funding to low-income customers to lower debt and reduce ongoing monthly bills
• Emergency assistance is a one-time assistance payment to help customers in times of financial emergencies
• Debt forgiveness can conditionally forgive all or a portion of past debt based on good payment history
• Affordability-friendly rate structures can enhance the utility’s affordability message through variable charges that allow customers to reduce their bill through modifying how they use the service