Customer Assistance Program - Water/Wastewater

Am I eligible?
Households which meet all of the following requirements are eligible for the water and sewer CAP program:

1. You have only one water and sewer service account with the SFPUC.  
2. Your water and sewer bill is in your name. 
3. You are a full-time resident at the address where the discount will be received. 
4. You are not claimed as a dependent on another person’s tax return.
5. You have a residential single-family account which is individually metered. Examples of accounts that are not eligible for CAP include fire service, residential multiple, irrigation, commercial, and wholesale accounts.
6. Your total combined household gross income does not exceed the CAP Income Guidelines below.

Households with a combined annual pre-tax income less than or equal to 50% of the San Francisco Area Median Income are eligible for discounts of 25% off water and sewer bills, and households with a combined annual pre-tax income less than or equal to 30% of the San Francisco Area Median Income are eligible for discounts of 40% off water and sewer bills. Refer to the table below to see if your household qualifies.

Find your Area Median Income (AMI) level | San Francisco (sf.gov)

What is considered household income?
Household income is defined as the combined gross income of ALL persons who live in the household, whether taxable or non-taxable. This includes family members and non-related roommates. Gross income includes, but is not limited to the total income from: wages, salaries, pensions, unemployment benefits, disability payments, workers compensation, profit from self- employment (IRS Form 1040 Schedule C), child or spousal support, interest or dividends from savings accounts, stocks, bonds retirement accounts, rent or royalty income, cash income or gifts, scholarships, grants, or other aid used for living expenses, insurance or legal settlements, Social Security, SSI, SSP, food stamps, or TANF (Temporary Assistance for Needy Families) or AFDC (Aid to Families with Dependent Children).

Who is included in a household?
A household includes all individuals who reside in the same dwelling (apartment, condo, home) which is served by a single SFPUC water and wastewater account.

Do I need to submit proof of income?
SFPUC will verify income eligibility using TransUnion or through SFHSA if you are receiving CALWORKS, CALFRESH or MEDI-CAL. If we are unable to verify your eligibility, we will contact you for more information.

How will SFPUC verify my household income?
Income verification will be provided either by:

 --  TransUnion: This option is available via the online application only. Name and date of birth for all income earners is required to verify income through TransUnion. TransUnion uses information from tax forms and credit history to determine income. The verification will NOT affect your credit score.

or by

 --  San Francisco Human Services Agency (HSA): This option requires a printed application. Households currently receiving benefits from any of the following programs administered by HSA (CalWorks, CalFresh, and Medi-Cal) are eligible for income verification using the information you have previously submitted to the City. Name, date of birth and last 4 digits of the social security number are required for all household members. Please print and mail an application below.

How will I know if I have been approved or denied?
SFPUC will issue a determination letter by email or, if no email is on file, by United States Postal Service mail.

What if I am denied approval for this program but believe I am eligible?
SFPUC will provide you with an email or mailed letter informing you that your application has been denied and the reason why. There will also be information about the review request process included.

What happens if TransUnion or SFHSA is unable to verify my income?
We will contact you for more information if we are unable to verify your eligibility.

How do I sign up?
Fill out an online application (above) or print a paper application (below), or call Customer Service at (415) 551-3000, Monday to Friday, 8am to 5pm (except holidays), and request a paper application be mailed to you. You can also apply in person at 525 Golden Gate Avenue, San Francisco, 1st Floor, Customer Services Counter.

What documents do I need to provide with my application?
When using HSA or TransUnion to verify income, none. If we are unable to verify your eligibility, we will contact you for more information.

I don’t want to use TransUnion or SFHSA to verify my income. Are there other options?
You may fill out a paper application and include proof of income. Proof of income accepted includes: 2 consecutive paycheck stubs, 2 consecutive copies of Social Security checks, 2 consecutive copies of SSI checks, W-2 forms, Social Security Benefit Verification Letter, or a unemployment benefits statement. Please call Customer Service at (415) 551-3000, Monday to Friday, 8am to 5pm (except holidays) for assistance. You may print out an application below, or call Customer Service and request a paper application be mailed to you.

How much will I save?
Households with a combined annual pre-tax income less than or equal to 50% of the San Francisco Area Median Income are eligible for discounts of 25% off water and sewer bills, and households with a combined annual pre-tax income less than or equal to 30% of the San Francisco Area Median Income are eligible for discounts of 40% off water and sewer bills.

How long will it take for my discounts to take effect?
Applications will be processed as they are received. Please allow 3-4 weeks to process your application. Discounts will be applied the first full billing cycle after the application is approved.

What happens if my income changes and I am no longer eligible?
By enrolling in this program, you are responsible for notifying the SFPUC if your household becomes ineligible for the program. Please contact a Customer Services Representative at 415-551-3000, Monday to Friday, 8am to 5pm (except holidays), or email customerservice@sfwater.org.

What happens if my income changes and I am eligible for a different discount?
Please submit a new application for processing. Applicants will be given a different discount if eligible.

I’m a tenant. Do I need my landlord’s permission to participate in the CAP discount program?
If you are the SFPUC account holder, you may enroll in this program directly and the discount will be applied to your account regardless of your status as a tenant. If you are a tenant and your landlord is the account holder and you pay for utilities via rent or other passthrough, unfortunately a discount for your household cannot be applied to your landlord’s bill.

Will I ever have to re-enroll in CAP?
Yes, once you are enrolled you will be required to renew your application every 3 years. You will be sent a reminder with instructions on how to reapply. If you do not renew, the discount will automatically cease three years (36 months) after it begins. You will also need to re-enroll if you close your account, move, and then open a new account.

When does the discount end?
The discount will continue to be applied to your monthly bill until one of the following occurs:

• You alert the PUC that your household is no longer eligible;
• Your household is selected for review via the annual audit, and is found to be ineligible, or;
• You fail to re-enroll every 3 years. The discount will automatically end after 36 months if you do not re-enroll.

Are there other savings or relief programs offered by the SFPUC?
Yes. More information about water, power, and sewer discounts is available at www.sfpuc.gov/billrelief.  Find out about free water saving devices, rebates and resources at www.sfpuc.gov/savewater.  

Is my information secure?
Yes. Your privacy is important to us. The SFPUC will keep your information confidential and use it only to determine eligibility for the program. 

What types of accounts are not eligible for CAP discounts?
Any residential single-family account which is not an individually metered is ineligible for CAP discounts. Examples of accounts that are not eligible for CAP include fire service, residential multiple, irrigation, commercial, and wholesale accounts.

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