Water Affordability Case Studies
These case studies highlight examples of utilities, and the communities they serve, that are struggling with the challenges of water affordability. They demonstrate factors that amplify affordability concerns, like economic decline and high poverty rates. Some utilities have successfully implemented their own Customer Assistance Programs (CAPs) to provide relief to customers, but many are limited by barriers including staffing, financial resources, and legal and policy limitations. For some, federal assistance programs have provided critical relief for struggling utilities and households. These case studies offer a series of snapshots of water affordability challenges across the U.S. More case studies will be coming soon.
Detroit, Michigan (pdf) - Detroit’s history of economic challenges has compounded its struggles with household water services affordability, with 55 percent of residential accounts over 30 days past due. Detroit Water and Sewerage Department (DWSD) has risen to the challenge by launching multiple CAPs, including a Lifeline Program that has 25,000 customers enrolled.
Martin County, Kentucky (pdf) - In rural Kentucky, residents face challenges including high unemployment, water quality issues, and increasing water rates. Failing and aging water infrastructure contributes to the Water District’s financial struggles, as does high levels of customer nonpayment. Martin County is not able to support its own CAP due to its small population size and high percentage of low-income customers. This case highlights the need for a multi-faceted approach to address water affordability, which includes continued investment in infrastructure.
San Antonio, Texas (pdf) - The San Antonio Water Systems (SAWS) runs a robust CAP, which shifts the burden of access away from customers and connects them with assistance in 14 different areas, including reduced meter fees and discounted monthly bills. The program is highly utilized by low-income customers, in part due to a streamlined single application that SAWS staff review to determine eligibility for multiple programs at once.
San Carlos Apache Tribe (pdf) - The San Carlos Apache Tribe community faces water affordability challenges, an unemployment rate of 65percent, and high poverty levels. LIHWAP funds were used to restore service for households whose water and wastewater services had been disconnected due to nonpayment. Funds were also used to pay water bills, empty septic tanks, and provide bottled water to Tribal members after a water main break and pump failure. After the end of the LIHWAP program, the Tribe continues to face significant need for assistance in accessing water services.