Customer Assistance Program Reduces Financial Burden of Recent Utility Rate Increase for Qualified Account Holders

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 The City of Tampa’s PIPES (Progressive Infrastructure Planning to Ensure Sustainability) Program was approved by City Council on September 5, 2019 and went into effect November 1, 2019. The program has a new rate structure that will include a monthly base charge for water and wastewater services for all customers. An important feature of the PIPES Program is the Customer Assistance Program which provides financial relief for qualifying residential account holders by waiving the base charges. For fiscal year 2020, the waiver provides relief to the $2 monthly water base charge and the $2 monthly wastewater base charge, a maximum benefit of $48 over 12 months.


Residential account holders can get pre-approved for the waiver by submitting an application and providing the documentation for household annual income requirements of 50% of Area Medium Income (AMI), as determined by the U.S. Department of Housing and Urban Development (HUD):

  • 1 Person – $23,450
  • 2 People -  $26,800
  • 3 People -  $30,150
  • 4 People -  $33,450
  • 5 People -  $36,150
  • 6 People -  $38,850

Once pre-approved, residential account holders must participate in a water conservation program. Participation can be completed online or by mail. Customers who need additional assistance can schedule an in-home water conservation audit or attend a 30-minute workshop.


Approved program participants must requalify annually to retain relief from the water and wastewater base rates. Visit to read more about the Customer Assistance Program and to download the application. Customers may also call the City of Tampa’s Utilities PIPES Hotline at (813)274-8266 or visit the Housing and Community Development Office at 4900 West Lemon Street, Tampa, Florida, 33609.


For additional information, contact:

City of Tampa Utility Call Center at (813) 274-8266