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 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 separates underground-service-pipe leaks from other hidden leaks. For a qualifying leak in an underground service pipe, crawl space, or concrete floor, excluding underground irrigation and sump pumps, the customer is responsible for 25% of wasted-water charges; Citizens estimates wasted water as consumption above the customer’s normal record from the leak start through repair, normally no more than two regular meter-reading periods unless missed reads extend the period. For other hidden leaks, including concealed toilet or plumbing leaks, the customer is responsible for 50% of wasted-water charges for no more than one regular reading period unless missed readings extend it. The hidden-leak test requires consumption at least double normal, at least 2,000 cubic feet above normal, total use above 2,800 cubic feet, a hidden leak circumstance, and completed repairs; it is limited to one occurrence per customer per service address. Citizens must inspect the premises and receive a detailed repair receipt from the plumber or contractor before granting the adjustment, and it may disconnect service after notice if customer-owned leaks are not repaired.

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’ Low Income Customer Assistance Program, or LICAP, is tied to Indiana’s federally funded Energy Assistance Program. An approved EAP household automatically receives a $6–$15 credit on the Citizens wastewater bill, while Citizens’ separate Universal Service Program provides a 10%–25% natural-gas discount. Citizens also operates the Warm Heart Warm Home Foundation, which provides grants toward utility bills and past-due balances; customers apply by calling (317) 924-3311. Income-eligible homeowners connected to Citizens sewer may qualify for the Home Infrastructure Program for water-leak repairs, drain-line repairs, and related work; the current page lists a household-under-70%-of-State-Median-Income standard and excludes rentals, wells, and septic properties for water/drain repairs.

State and federal connections

Where to ask for broader aid

Citizens directs customers to Indiana’s federal Low-Income Home Energy Assistance Program through indyeap.org. For the 2025–2026 season, applications were accepted October 1, 2025 through April 20, 2026; a submitted or approved application should be sent to customercare@citizensenergygroup.com. EAP is a one-time federal benefit and can help when a customer is disconnected or facing disconnection. Citizens states that proof of a completed application or approval protects eligible households during Indiana’s December 1–March 15 winter shutoff moratorium, and EAP approval triggers the LICAP wastewater credit. Local United Way Winter Assistance Fund and Indiana 211 referrals supplement EAP, while Warm Heart Warm Home provides year-round Citizens grant assistance.

Research status for this provider

4 of 4 relief signals publicly identified

Verify with official provider ↗

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 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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