Customer Assistance

AguaCares logo

AguaCares Program

The application period is currently CLOSED as of June 12, 2024. We will start accepting applications again on July 1, 2024.

AguaCares is a customer assistance program available only to El Paso Water customers facing financial hardship and at risk of being disconnected from water service.

Customers will need to fill out the application below and provide the necessary documentation in order to receive up to a $250 credit toward your water bill. Customers will only be eligible to receive this payment once a year.

Applications and back up documentation will need to be submitted to [email protected] and will be accepted until that month’s allocation for the program has been exhausted. Applications will then be reviewed for eligibility and applicants will be notified if they have been approved or denied.

Every donation helps

We welcome your donations to help vulnerable citizens avoid disconnection. To make a donation, check the box on your bill. By checking the box, any excess payment on your water bill will go to the AguaCares program. If you have questions about the AquaCares program, please call 915-594-5500 or [email protected].

AguaCares application (english pdf) (spanish pdf)

How do I know if I am eligible?

  • You must already be on a payment plan or have been making good faith payments for at least three months.
  • You must live within El Paso city limits and in the residence for which assistance is being requested.
  • Households must be at or below 80% of Average Median Income for El Paso.
  • You must have an active and verifiable residential account with El Paso Water.

What do I need to show for income eligibility?

You will need to complete the income details within the application, including information on income earners in the household and sources of income. You must also supply relevant source documentation.

What is the deadline to submit applications?

There is no fixed deadline, but we will have a limited monthly allocation for funding, and we will 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. Note: Once the application period is closed, applications that did not get approved will be carried over for up to two months.

Can you help me complete the application?

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

How quickly will my account be credited after I submit the application?

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 [email protected].

Am I at risk of disconnection if I still have a balance after the credit is applied?

Yes. We strongly encourage you to establish and follow a payment plan or make payment arrangement to avoid risk of disconnection.

Is AguaCares the only form of assistance?

No. There are several community non-profit agencies that provide payment assistance, depending on funding, such as Project Bravo, St. Vincent de Paul and others.

I am a resident of El Paso County, can I apply for assistance?

No. The funding that El Paso Water received is for in-city residents that have direct accounts with El Paso Water. 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.

Am I eligible if I already received assistance from another agency?

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

AguaRepairs Leak Repair Program

Rebuilding logoAguaRepairs is a residential water leak repair program focused on making plumbing repairs in single-family homes owned by EPWater customers.

EPWater has contracted with Rebuilding Together El Paso, Inc., to manage and administer the AguaRepairs Leak Repair Program.

Low-income homeowners are less likely to make water-saving repairs due to cost, and some repairs may be cost prohibitive. Customers incurring large water bills because of major leaks have difficulty in both paying for the cost of the repair and paying their increased water bills. By making these repairs, customers may experience lower, more manageable bills and be able to pay bills on a more consistent basis. Simultaneously, EPWater reduces leakage, resulting in considerable water savings and conservation.

To be eligible, customers must be EPWater direct customers and: 

  • Live in a single family residential dwelling.
  • Live within El Paso city limits.
  • Be a listed homeowner with the Central Appraisal District (CAD).
  • Own both the home and the land on which the home rests (mobile homes in a mobile park that owns all the land are not eligible for assistance).
  • Are the permanent resident(s) in the home for which plumbing assistance is needed.
  • Customer's household income is at or below 50% of Area Median Income (AMI) under HUD Income Limits at the time of application.

Qualifying Leaks/Repairs:

  • The Customer's leak must be a water leak and not a sewer leak.
  • Repairs are restricted to potable water lines and connections to water fixtures from the water meter to the internal service line and outside hose bibbs. Water fixtures, appliances and landscape irrigation lines are not covered.
  • Plumbing assistance will not be rendered if such assistance will result in environmental harm or allow existing environmental harm to continue. If an environmental concern is found, it must be remedied to the satisfaction of the Utility before plumbing assistance may be provided.
  • Home must be habitable and safe for occupation to be eligible for assistance through the Program.

Apply today by filling out the application and returning it to Rebuilding Together:

Email: [email protected]
Mail:   6400 Airport Road, Bldg A, Suite G, El Paso, TX 79925

For questions regarding eligibility or qualifying leaks, contact Rebuilding Together at 915.832.7010.

Frequently Asked Questions

El Paso Water is launching a pilot residential plumbing repair program, AguaRepairs. Customers must meet eligibility requirements to qualify for water leak repair assistance. Eligibility and repair work will be performed through a third-party entity. Funding is limited. Rebuilding Together is an independent contractor, and nothing contained herein will constitute or designate the Entity or any of its employees as employees of EPWater.

What types of leaks are eligible for repair?

Repairs are restricted to potable water lines and connections to water fixtures from the water meter to the internal service line and outside hose bibbs. Water fixtures, appliances and landscape irrigation lines are not covered.

How do I know if I'm eligible?

  • Applicants must be the homeowner and live in the residence, within El Paso city limits, for which leak repair assistance is requested.
  •  Household income must be at or below 50% of Area Median Income (AMI) under HUD Income Limits at the time of application.
  • Applicants must have an active and verifiable residential account with El Paso Water.

What do I need to show for income eligibility?

Applicants will need to report income sources and provide income documentation for all income earners in the household.

What is the deadline to apply for assistance?

Applications will be prioritized based on eligibility criteria, severity of leak and processed on a first-come, first-served basis until funding runs out.

How quickly will my leak be repaired?

After the application process, leak repair can take two to three weeks depending on severity and if any collateral damage occurred resulting in the need for further repair.

Will the program cover all of the water leak repair cost?

The Maximum repair cost is capped at $4,000. The program administrator will attempt to assist with any amount above the cap or arrangements will need to be worked out with the plumbing contractor.

Can my plumber or contractor perform repairs and get paid through the program?

No. The program administrator has already worked out contracts with and verified licensing, bonding, and the work of the plumbers and contractors doing the work through the program.

Can you help pay my high water bill resulting from a leak?

The AguaRepairs program only provides assistance with water leak repairs. Customers who have not opted out of the ServLine® Water Leak Protection Program should contact them or EPWater’s customer service department for payment arrangements.

Project Bravo

There are no longer funds available for the Low Income Household Water Assistance Program. Contact Project Bravo to see what other assistance may be available. Click here  for more information.

Many customers will continue to have outstanding balances, and these will remain the customer's responsibility. EPWater offers extended payment plans. These are available to all customers, whether or not they qualify for assistance.

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