Dallas water utilities offers payment plans to customers facing financial hardships

Residents with past due balances who were unable to pay their water bill, due to the start of the COVID-19 Pandemic in March 2020 will be able to set up a payment plan through Dallas Water Utilities (DWU). Currently, 11% of DWU customers have past due balances of more than 60 days with 50% of them having a balance of under $300. DWU wants to encourage customers with outstanding balances of more than 60 days to establish payment plans prior to Oct. 1, 2021.

At the start of the COVID-19 pandemic in March 2020, DWU did not cut off customers’ water and they did not charge late fees. Now that Dallas is slowly opening back up, DWU will resume water disconnections for accounts that are past due and will also begin applying late fees starting on Oct. 1, 2021. This is all to ensure continued and efficient delivery of utility services.

“DWU understands that customers with past due balances are facing financial hardships,” said Director of Dallas Water Utilities, Terry Lowery. “DWU’s goal is to continue to provide this essential service and to help customers establish a payment plan that fits their budget to avoid disconnection or late fee charges.”

All residential customers will receive information regarding payment plans in both their August and September utility bills. This information will encourage residential customers to contact customer service and establish a payment plan if their account is past due. DWU is also assisting customers with identifying non-profit agencies that may be able to provide financial assistance.

DWU Customer Service is available 8 a.m. to 5 p.m. Monday through Friday to help customers establish a payment plan that fits their budget. Customers can also email DWU Customer Service. If you prefer to set up your payment plan through email, please include your name, address, account number, and preferred phone number.

DWU Customer Service phone – 214-651-1441

DWU Customer Service email – [email protected]