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 New York City Department of Environmental Protection – Bureau of Customer Services / NYC Water Board 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

DEP’s Leak Forgiveness Program is available for metered properties when a leak produces a charge at least 200% of a representative normal bill; in certain cases where meter data was not readily available, the threshold is lowered to 150%. The property owner must repair the leak within 120 days of the original high-charge bill and submit a written request within that same 120-day period to BCS Correspondence—Leak Program, 59-17 Junction Boulevard, 7th Floor, Flushing, NY 11373, or create a high-bill dispute through My DEP Account. All leak types, including maintainable fixtures such as toilets, sinks, and showers, are eligible under the current FAQ. DEP forgives one-half of the high-bill amount, but the final bill cannot be lower than 150% of the property’s typical bill; the program may not be granted more than once within two years. No repair receipt is required when a working AMR device is attached, but a plumber’s receipt is required if the property lacks a working AMR device. DEP may extend the repair period by an additional 180 days when a licensed plumber documents that the leak could not reasonably have been discovered within the original 120 days.

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

The Home Water Assistance Program automatically gives eligible one- to four-family homeowners a $191 credit on the DEP account; eligibility is tied to a 2025–2026 federal HEAP regular heating benefit, NYC Department of Finance Senior Citizen Homeowners’ Exemption, Disabled Homeowners’ Exemption, or 2026 Veterans Exemption, and no separate enrollment is required. DEP also lists a Multi-Family Water Assistance Program with a $250 credit per eligible dwelling unit, the Multi-Family Conservation Program, Water Debt Assistance Program, HDFC/HDC assistance, and leak forgiveness. Water Debt Assistance can defer qualifying owner-occupied Tax Class One water debt for owners facing foreclosure or mortgage delinquency; current charges must continue to be paid and the deferred debt accrues interest until sale, refinancing, or ability to pay. The exact program rules and caps are program-specific rather than a universal senior or disability rate discount.

State and federal connections

Where to ask for broader aid

DEP directly integrates with federally funded HEAP through the NYC Human Resources Administration and with NYC Department of Finance SCHE, DHE, and Veterans Exemptions for automatic Home Water Assistance credits. Eligible customers do not apply separately; DEP and HRA/DOF identify qualifying properties and apply the $191 credit to the water/sewer account. DEP’s current Water Debt Assistance and customer-assistance pages provide the local intake routes, including borough offices, WDAP@dep.nyc.gov, 311, and 718-595-7000. The reviewed 2026 pages do not describe a separate New York State LIHWAP water-only application workflow; historical notices referenced LIHWAP, but this record relies on the currently published HEAP/HRA integration.

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 New York City Department of Environmental Protection – Bureau of Customer Services / NYC Water Board 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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