Leak relief and household assistance

A high water bill may have a path to review

Hidden plumbing failures can produce an alarming bill before the problem is visible. This guide separates what Citizens Energy Group – Citizens Water and CWA Authority, Inc. (Indianapolis Water and Wastewater) publicly describes from the practical steps every customer can take while requesting help.

Provider-specific review

What the public record says about a leak adjustment

Citizens publishes one of the most specific leak-adjustment policies in the dataset. For an underground leak in a service pipe, crawl space, or concrete floor, excluding underground irrigation systems and sump pumps, the customer is responsible for 25% of the wasted-water charges, meaning Citizens may adjust 75% of the excess. The affected period is estimated from the leak's beginning through repair and normally cannot exceed two regular meter-reading periods unless missed readings extend it. Wasted water is consumption above normal usage based on the customer's history, or the prior calendar-year average for the applicable residential/business classification if no history exists. The customer must repair the condition, allow Citizens to inspect the premises, and submit a detailed plumber/contractor repair receipt. Other hidden leaks, including concealed toilet leaks, are eligible only once per customer/service address, for no more than one regular reading period unless missed readings extend it, and only when usage is at least double normal, at least 2,000 cubic feet above normal, above 2,800 cubic feet total, concealed from open view, and repaired. For those leaks the customer is responsible for 50% of wasted-water charges, so the potential adjustment is 50%. Irrigation and sump-pump leaks are excluded. Citizens also permits billing-error adjustments to the known error date or one year, whichever is shorter.

Stop the loss

Shut off the failing fixture or supply and arrange a qualified repair.

Keep proof

Save dated invoices, parts receipts, photographs, and meter readings.

Request review

Submit the request promptly and keep paying any undisputed amount.

Utility assistance

Customer assistance and eligibility

Citizens provides flexible payment arrangements and the Warm Heart Warm Home Foundation, which makes grants for customers struggling with utility bills; customers apply by calling 317-924-3311. The current Citizens assistance page publishes income bands for the Foundation but no universal maximum grant cap. The federal Energy Assistance Program automatically provides an Indiana low-income customer a 10–25% natural-gas discount and a $6–$15 credit on the Citizens wastewater bill, described as LICAP, when approved. Income-eligible owner-occupants may also qualify for Citizens' Home Infrastructure Program for water leaks, drain-line repairs, and gas-water-heater repairs, and for a no-charge high-efficiency toilet replacement; rental properties and septic/well properties are excluded from the water-repair program.

State and federal connections

Where to ask for broader aid

Citizens directly integrates Indiana's federally funded Energy Assistance Program/LIHEAP at https://indyeap.org/. The 2025–2026 EAP window ran October 1, 2025 through April 20, 2026; Citizens says approval automatically triggers the 10–25% gas discount and $6–$15 wastewater LICAP credit. A completed EAP application or approval can prevent utility shutoff during Indiana's December 1–March 15 winter moratorium when proof is emailed to customercare@citizensenergygroup.com. Citizens also lists the United Way Winter Assistance Fund at https://uwci.org/waf, Warm Heart Warm Home, Indiana 211 at https://in211.communityos.org/ or 2-1-1/1-866-211-9961, IHCDA resources, township trustees, and community agencies. Customers should confirm the current program year and submit awards directly to Citizens.

Research status for this provider

4 of 4 relief signals publicly identified

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Emergency route

Published detail

Leak policy

Published detail

Utility aid

Published detail

State/federal aid

Published detail

Leak and assistance notes

Build the file before asking Citizens Energy Group – Citizens Water and CWA Authority, Inc. (Indianapolis Water and Wastewater) for relief

A high bill can have several causes, including a hidden plumbing failure, irrigation use, a meter issue, a change in occupancy, or a rate adjustment. The provider’s leak policy determines whether any credit is available; an unusually high bill does not automatically qualify.

Keep a dated record of the reading, the suspected source, the repair, the contractor or parts receipt, and the return to normal use. Ask whether the utility requires a specific form, a licensed repair, a meter test, photos, or a request within a fixed number of days.

For income-related difficulty, ask about local assistance, payment arrangements, state programs, and community referrals separately from a leak adjustment. These programs often use different applications, documents, funding limits, and deadlines.

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