Denied or stuck? A denial can often be fixed.

• Water (TAP): You are told by mail whether you were approved or denied. If you did not get a written denial, ask the Water Department for one: (215) 685-6300 or watercap@phila.gov.
• Gas or electric (CRP or CAP): Call the utility and ask the reason. PGW: (215) 235-1000. PECO: (800) 774-7040.

Sources: CLS: TAP denials · City: apply for water bill assistance

"Missing or invalid income or residency documents"

This is the most common reason. Send a complete application with copies, not originals.

• For each income source, include one: last year's tax return or W-2, pay stubs, a benefit award letter or statement, or Attachment A (income support form). Dated in the last 12 months.
• One proof of address dated in the last 12 months: government ID, voter registration card, lease or rent receipt, a utility, phone, or internet bill, a bank statement, or a student loan statement.
• No income? Fill out Attachment B.

Use the checklist to get your exact list.

"Not the customer applying"

• The water bill has to be in the name of the person applying, and that person has to live at the property.
• Renters and other occupants must become Water Department customers first. You show you are a tenant or have the right to live there. The Water Department gives the owner a chance to object, and may verify your landlord's rental license.
• Call (215) 685-6300 and ask how to set up a tenant account.
• If the house is still in a deceased relative's name (a tangled title), free legal help can fix it. See the help list below.

"Failed residency" or "missing information on the form"

• Residency: send one proof of address from the list above, showing where you live now.
• Missing information: answer every question for every household member, and sign Part 2 and every attachment.

"Over the income limit"

• TAP is for households at or below 150% of the federal poverty level.
• CLS says households above that can still qualify with a special hardship in the past year, such as a new dependent, a seriously ill household member, job loss, death of a wage earner, or domestic violence. This uses Attachment C. Confirm the current income cap with the Water Department. (verify)
• If you are 65 or older, ask about the senior water discount, which has its own income cap.

Reapply with the fix

Only one application per household can be pending at a time. If you switch from online to paper or the other way, you start over. Call (215) 685-6300 to ask the best way to resubmit.

• Review takes about two months. You are charged normal rates for water you use in that time, so pay what you can.
• If you were at risk of a water shutoff when you applied, the City says your water will not be shut off while the application is under review.
• Got a shutoff notice for gas or electric? Go to shutoff help now.

• Ask the utility for the reason, fix it, and reapply. The most common fix is complete proof of income for everyone in the home.
• If you can't work it out with the utility, call the state utility commission (PUC) Bureau of Consumer Services at 1-800-692-7380. The PUC asks that you contact your utility first.
• Some households qualify for a payment agreement set by the PUC.

Sources: CLS: gas and electric shutoffs · PUC: informal complaints