Pasadena Water and Power Expands Payment Extensions

Pasadena Water and Power has enhanced its customer assistance programs with a focus on payment flexibility through its online portal.

Interim General Manager David M. Reyes is overseeing these initiatives, which provide financial relief for residents and businesses managing utility bills as the community adjusts to recent water rate changes while continuing to recover from some unresolved pandemic-related arrearages and newer Eaton Fire-related late payments.

The emphasis on payment flexibility comes as PWP continues to recover from unprecedented levels of past-due accounts following the COVID-19 pandemic.

PWP offers several methods for customers to manage their utility bills, including payment extensions, which are the primary relief option.

Customers can request extensions by logging into their account at PWPweb.com, navigating to the “View/Pay Bill” section, selecting “Payment Terms Request,” and following the prompts.

The MyMeter portal, implemented in 2022, also provides additional self-service options including auto-pay setup, paperless billing, consumption tracking, and custom notifications.

For customers needing further assistance, PWP offers alternative payment arrangements, including amortization plans that allow customers to gradually pay down their balance while staying current on new charges.

Payment may be made in a variety of ways:  online payments through the MyMeter portal, mail-in payments (check or money order), credit card payments by phone (626-744-4005), in-person payments at the Municipal Services Payment Center (100 N. Garfield Ave., Room N106), and an after-hours drop box for check payments located in front of City Hall.

Customers unable to use the online portal can contact PWP’s Customer Service Call Center at 626-744-4005 for direct assistance.

PWP offers several financial assistance programs for qualifying customers.

Income-Qualified Electric Bill Assistance programs include the Electric Utility Assistance Program (EUAP), which provides $10 monthly credit after taxes for low-income customers between ages 18-61; Cares, for low-income seniors (62+) or permanently disabled customers, which provides $10 monthly credit after taxes plus waiver of Public Benefits Charge; and Cares Plus, for extremely low-income seniors or disabled customers, which provides $10 monthly credit after taxes plus waiver of both Public Benefits Charge and Utility Users Taxes.

Emergency Assistance programs include Project APPLE (Assisting Pasadena People with Limited Emergencies), offering one-time bill credit of up to $200 per year for income-qualified residents with sudden financial emergencies.  PWP also offers a Medical Assistance Program that provides a $10 monthly credit after taxes for customers who require qualifying life-saving medical equipment.

In January 2025, following the devastating Eaton wildfire, PWP instituted special relief measures for affected customers, including temporary suspension of billing for customers who lost homes or businesses, 60-day suspension of service interruptions for non-payment, and 60-day suspension of late fee collection for displaced customers.

Additionally, PWP expanded its Water Leak Assistance program, offering bill credits of up to $5,000 to offset excessive water usage charges incurred during and immediately after the fire emergency.

For residents needing further information or assistance with payment options, PWP encourages contacting their Customer Service Call Center at 626-744-4005 or visiting PWPweb.com to access their online account.