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 Greater Cincinnati Water Works (GCWW) 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

GCWW's Leak Adjustment Program covers a break or crack in the private exterior water service line between the outdoor box meter and the building. It excludes toilets, interior fixtures, and hose bibs. The customer must locate and repair the leak within 30 days of the first GCWW bill showing unusually high use, then submit the official Leak Adjustment Form with a plumber/responsible-party invoice, parts or equipment receipts, and/or photographs of the leak and repair. GCWW reviews the request and, if approved, adjusts water consumption charges for up to two months during the leak period, limited to consumption above the previous 12-month average and capped at $1,000. Each GCWW account may receive one adjustment every five years; questions go to (513) 591-7700.

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

GCWW's current Assistance Programs page directs residential customers to PromisePay, which offers up to $2,000 of credit in approximately 30 seconds or less, flexible interest-free payment plans, and account-good-standing protection. The amount and approval depend on the payment-plan assessment and account circumstances; it is not a universal monthly bill discount. Customers may also receive payment-plan support through Promise Network Inc., while tenant plans require landlord authorization because the property owner remains legally responsible for the account. The current page does not publish a separate senior, disabled-veteran, or universal percentage discount administered by GCWW.

State and federal connections

Where to ask for broader aid

GCWW directs customers with delinquent balances to PromisePay at https://gcww.promise-pay.com for an interest-free arrangement and to its Assistance Programs pages for available local options. Earlier official emergency-assistance materials used 513Relief.org and Assistance.myGCWW.org for federally funded relief; current funding and enrollment should be confirmed before relying on those pathways. Customers should also ask Ohio Community Action agencies, 2-1-1, and county assistance providers about current HEAP, LIHWAP, or other water-aid funding and give GCWW any approved pledge information before the account reaches field-disconnection status.

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 Greater Cincinnati Water Works (GCWW) 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.

Return to utility profile →Review shut-off protection →Open payment methods →