PWP Supports Customers During COVID-19

Municipal Services, Walk-Up Window, Now OPEN to Public

The Municipal Services Payment Center located at City Hall is open to the public. Please be sure and follow all health guidelines that are posted, as well as wear a face covering and maintain social distancing when at the payment center. Customers trying to pay a utility bill have the following options:

  • Call 626.744.4005 to make payment over the phone
  • Log in to their utility account online to pay over the web
  • Mail payments to: City of Pasadena Municipal Services, P.O Box 7120, Pasadena CA 91109
  • Visit the Municipal Services Payment Center at City Hall
  • Visit our Pay My Bill page for more options

If you received a bill insert about a deposit credit, please check your April/May bill to see if it was applied. Contact Customer Service at 626-744-4005 with any additional questions.

City of Pasadena Approves Stimulus Effort to Support Utility Customers

On April 6, 2020 City Council approved a plan to issue rebate checks to all Pasadena electric customers—both residents and businesses—in the coming weeks. Council-members also approved suspension of the collection of the Utility Underground Surtax (UUG) for a period of six months.

Effective April 6, 2020, Pasadena will:

  • Issue one-time rebate check to all electric customers, for the amount of UUG collected between April 2018 and March 2020;
  • Stop collecting the UUG in an effort to lower customers' utility bills for six months.

Read more: Frequently Asked Questions on Underground Surtax Rebate

(Spanish) Frequently Asked Questions on Underground Surtax Rebate

PWP is committed to keeping customers safe and healthy during this public health crisis. Read on to learn about the different actions PWP is taking, as well as important information we want our customers to have. To learn more about City of Pasadena and COVID-19, please visit www.cityofpasadena.net/COVID19

Other PWP Efforts During COVID-19

PWP Suspends Water and Power Shutoffs to Provide Relief

We want to ensure that our customers have access to core services during this unprecedented time, and the ongoing health and safety to our customers is paramount. Effective March 17, PWP will be suspending all shutoffs to water and power customers – this will make sure all customers have access to clean water and reliable power. Most planned electrical outages will be stopped as well; only those necessary to make essential maintenance to our system will continue.

PWP Temporarily Stops Late Fees and Delinquent Charges

In an effort to assist customers experiencing financial difficulties during COVID-19, PWP is temporarily suspending the collection and assignment of late fees and delinquent charges on all accounts.

Any fees incurred prior to March 17 will remain, however no additional fees will be added after this date. Both the utility shutoffs and fee suspensions are in effect until further notice. Check this webpage for latest updates.

PWP Customers: Watch Out for COVID-19 Scams

As new information comes out daily, it's important to stay vigilant and identify legitimate sources of information. Unfortunately, there are scammers who may try to take advantage of our customers, so be sure to take the following steps to protect you and your loved ones from scams:

  • Don’t respond to texts, emails or calls about checks from the government. Scammers may try to get your personal information this way.
  • Ignore online offers for vaccinations and home test kits. There are no products proven to treat or prevent COVID-19 at this time.
  • Hang up on robocalls. Scammers are using illegal robocalls to pitch everything from low-priced health insurance to work-at-home schemes.
  • Watch for emails claiming to be from the CDC or WHO. Use sites like coronavirus.gov and usa.gov/coronavirus to get the latest information.
  • Do your homework when it comes to donations. Never donate in cash, by gift card, or by wiring money.

Check out these tips and more from the FTC information page.

All Visitors Must Wear Face Coverings

Per City of Pasadena's April 11, 2020 Revised Order, all visitors to and employees at any of our facilities must wear a face covering over their nose and mouth. This is in addition to following social distancing rules.

Water Quality and Supply

PWP wants to remind customers that COVID-19 does not affect the quality or supply of Pasadena’s tap water. One of the primary ways to minimize the spread of this disease is to practice social distancing and reduce unnecessary outings. The public is encouraged to stay home, and avoid panic shopping and stockpiling bottled water. Pasadena’s tap water remains high quality and plentiful, to read our most recent Water Quality Report click here.

Other Bill Assistance

PWP offers multiple bill assistance programs for eligible low-income customers. If you are experiencing financial hardship and are interested in applying for one of these programs, please visit our Bill Assistance webpage.

Donate to Project APPLE

Project A.P.P.L.E (Assisting Pasadena People with Limited Emergencies) is a donation-funded program that provides financial relief to low-income customers who are not able to pay their electric bill. During this difficult time, the Pasadena community can directly assist PWP customers who are experiencing financial burden. Learn more about this program at PWPweb.com/APPLE.

Contact Us

Our Customer Service is still available to take your phone call and answer questions, help you pay your bill, or assist you with water or power concerns. Call us at 626.744.4005.