Extenuating Circumstances for Water Shut-Off/Lien Prevention Program
Customers who make less than 80% of area median income and have extenuating circumstances may qualify for a temporary exemption from shut-off or lien proceedings for up to six months. For consideration, complete and mail the Extenuating Circumstances Application below.
Extenuating Circumstances Application (English)
Email completed application and any supporting documentation to cl-unit@sfwater.org, or mail to:
San Francisco Public Utilities Commission
Customer Services / Collection & Liens Unit
Attention: Extenuating Circumstances Shut-Off/Lien Prevention Program
525 Golden Gate Avenue, 2nd Floor, San Francisco, CA 94102
Extenuating Circumstances
Extenuating circumstances are events that occurred within one year from application date that impacted the customer of record or a household member. These events might impact the individual’s ability to make timely payments toward their utility bill and puts them at risk of shut-off of water service or placing a lien on the property. Examples of extenuating examples and required supporting documentation:
| Extenuating Circumstance | Required Documentation |
| Death of spouse, partner, or a family member | A copy of the death certificate. |
| Divorce | A copy of divorce certificate. |
| Loss of income or unemployment | A copy of employment separation or copies of W2/1040 tax return/pay stubs. |
| Disability or injury | A copy of disability benefits, medical certification. |
| Medical treatment expenses | A copy medical invoice. |
| Other | Explain the circumstances that are impacting your ability to pay and provide relevant documentation. |
Eligibility requirements
To qualify for the extenuating circumstances program, the customer must satisfy all three of the following conditions:
- Prove that the extenuating circumstances apply to them and provide supporting documentation with the application.
- The customer should show that the situation is preventing them from paying the water bill. Examples of extenuating circumstances are loss of income, death, disability, unexpected medical expenses.
- The customer’s household income should be between 51% and 80% of Area Median Income. Income verification is required.
Customers are encouraged to participate in a payment plan. The payment plan will be tailored to the customer’s financial capability.
Income verification
Customer’s household income should be between 51% and 80% of Area Median Income. Income will be verified through TransUnion for each household income earner, or by providing income and proof of occupancy for each member of the household. Income documentation may include: 2 consecutive paycheck stubs; 2 consecutive copies of Social Security or SSI checks; W-2 forms; Social Security benefit statement; Unemployment benefits statement.
Recertification
The approval of the extenuating circumstances application will be valid for six months. Customers may apply for an additional six months. Total exemption period should not exceed twelve months.
Appeals
Customers can appeal the decision by submitting a letter providing additional details or income documentation and mail it to:
San Francisco Public Utilities Commission
Collection & Liens Unit
Attention: Extenuating Circumstances Shut-off/Lien Prevention Program
525 Golden Gate Avenue, 2nd Floor
San Francisco, CA 94102
Customers may contact the SFPUC Customer Services to discuss options for averting discontinuation of residential water service for nonpayment.