Archive for May, 2020

May 5, 2020

Can’t Pay? Let’s Talk.

The availability of safe water supply is critically important to the public health of our community, especially under unprecedented circumstances such as these. Water supports healthcare professionals and many essential businesses during the pandemic. And proper hand-washing is an important step in curbing community spread of COVID-19.

Des Moines Water Works (DMWW) understands this is a difficult time for many customers. We have worked to offer a customer-focused response that balances sensitivity to our customers’ situations with sustainable utility operations.

In mid-March, DMWW temporarily suspended service termination for delinquent accounts during this public health emergency. Customers will still receive termination notices so they are aware of their delinquent balance, but a message has been added to the bill stating that disconnections have been temporarily suspended. 

It is very important for customers who receive a termination notice and are struggling to pay their bill to call DMWW at (515) 283-8700.  DMWW customer service representatives are experienced in working with customers to discuss available options, like payment arrangements or connecting customers with other resources.

Payment arrangements are a collection assistance program that DMWW offers at all times to eligible customers. It is important that customers honor their commitment to pay or communicate with a customer service representative proactively when they are unable to do so in order to remain eligible for this assistance.

Des Moines Water Works also has limited customer assistance funds, known as Project H2O, for which customers may qualify.  More information about this fund can be found at

As the COVID-19 pandemic eases, DMWW will resume terminating service for customers with delinquent, unpaid balances.  Customers with delinquent balances should be aware their service could be terminated when normal operations resume, unless they have called to make arrangements with a customer service representative.  

During this time, please remember Des Moines Water Works’ General Office remains closed to the public. In-home customer service visits and backflow inspection visits are temporarily suspended, unless an emergency.

While walk-in customer service is temporarily suspended, Des Moines Water Works offers a variety of opportunities for your payment and customer service needs:

  • Phone:  Please call (515) 283-8700, and a Customer Service Representative is available to assist you Monday-Friday from 7:30 am to 5:00 pm. Pay by electronic check (no fee) or credit card ($2.75 convenience fee).
  • Online Account:  Login to online account to pay by recurring credit card, direct pay or electronic check (no fees) or credit card ($2.75 convenience fee).
  • Drop Box:  Place bill stub and payment in the payment drop box located at 2201 George Flagg Parkway.
  • Mail:  Mail bill stub and payment to PO Box 9227, Des Moines, Iowa 50306-9227.
  • Pay Stations:  Customers may make monthly payment at most local HyVee and Wal-Mart stores. The pay station may charge a fee for this service; however, these fees are not collected by Des Moines Water Works.

For more information about Des Moines Water Works’ COVID-19 repsonse, visit:

**UPDATE 10/8/2020**

If your financial situation has changed as a result of COVID-19, the Iowa Economic Development Authority and Iowa Finance Authority have announced that the Iowa Residential Utility Disruption Prevention Program has been expanded to include water utility bills. Learn more here: The Iowa Residential Utility Disruption Prevention Program provides eligible households with up to $2,000 towards electric, natural gas and water bills if they are at risk of disconnection due to an inability to pay due to a COVID-19 related loss of income. Payments through the program will be made directly to utility providers and applied to the applicant’s account. The application deadline is November 20, 2020. Please contact Iowa Finance Authority at (515) 348-8976 or 877-463-3269.

Posted by: Laura Sarcone 4 Comments
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