Customer Assistance Program

Sometimes customers face circumstances that stretch their financial resources. Illinois American Water is here to assist. Our customer service representatives will work with you on a plan to pay the balance of your bill over time. You may also be qualified to receive assistance through our H2O Help to Others Program™.

Payment Arrangements

If you cannot pay your bill by the due date, please contact our customer service center immediately, before the due date. Our customer service representatives are available seven days a week at 800-422-2782. They will work with you on a plan to pay the balance of your bill over time.

Budget Billing

Budget Billing provides a fixed monthly payment over a period of 12 months based on the customer’s anticipated annual billing. Please call 800-422-2782 to learn more about budget billing.

H2O Help to Others Program

H2O Help to Others is an emergency assistance program created by Illinois American Water and Illinois' Salvation Army agencies. The program helps provide supplemental funding to Illinois American Water customers who would otherwise have trouble paying their bills. H2O Help to Others is supported by contributions from Illinois American Water and voluntary contributions from customers.

The Salvation Army agencies' trained caseworkers determine the needs of families and individuals, who must be Illinois American Water customers.

Another benefit of H2O Help to Others is that it often connects customers with other sources of aid in their communities, including other assistance programs for which they might qualify. Some of the Salvation Army agencies also provide educational programs on managing utility usage and bills. Typically, those who qualify for the program are able to begin paying their water and other utility bills in a timely manner and work toward greater self-sufficiency.

For more information, contact the Customer Service Center at 800-422-2782.

Who qualifies for H2O Help to Others program assistance?

Any individual or family whose water service is being provided by Illinois American Water and who is in danger of losing their primary source of water and meets the "basic needs" criteria as set by Salvation Army caseworkers.

How You Can Help?

Illinois American Water customers who wish to contribute to the H2O Help to Others Program™ can do so by adding a donation to their Illinois American Water bill payment. With a single pledge, your donation per billing period will be automatically added to your water bill. You can be assured that 100 percent of your donation goes directly to qualifying customers. Our company assumes all administrative costs for this program so that every penny you donate goes directly to this worthwhile cause.

How do I apply for H2O Help to Others assistance?

Call the Illinois American Water Customer Service Center toll-free at 800-422-2782. Or, you may contact the Salvation Army in your area:

Alton Salvation Army, (618) 465-7765
525 Alby Street,Alton, IL 62002

Belleville Salvation Army, (618) 235-7378
20 Glory Place, Belleville, IL 62226

Cairo Salvation Army, (618) 993-5854
906 Tower Square Plaza, Marion, IL 62959

Champaign Salvation Army, (217) 373-7832
2212 N. Prospect, Champaign, IL 61822

East St. Louis Salvation Army, (618) 874-3136
616 N. 16th Street, East St. Louis, IL 62205-2512

Granite City Salvation Army, (618) 451-7957
3007 E. 23rd Street; Box 338, Granite City, IL 62040-5911

Lincoln Salvation Army, (217) 732-7890
307 N. Kickapoo,Lincoln, IL 62656

Peoria Salvation Army, (309) 655-7220
401 N.E. Adams, Peoria, IL 61603

Pekin Salvation Army, (309) 346-3010
243 Derby Street,Pekin, IL 61554

Pontiac Salvation Army, (815) 844-5005
112 N. Division,Pontiac IL 61764

Sterling Salvation Army, (815) 625-1622
409 Avenue F, Sterling, IL 61081-0336

Streator Salvation Army, (815) 672-2746
126 S. Bloomington Street,Streator, IL 61364

Chicago Metro Area

Aurora Salvation Army, (630) 897-7265
437 E. Galena Blvd., Aurora, IL 60505

Chicago Heights Salvation Army, (708)754-3062
1313 Hilltop Avenue,Chicago Heights, IL 60411

Crystal Lake Salvation Army, (815) 455-2769
290 W. Crystal Lake Ave., Crystal Lake, IL 60014

Des Plaines Salvation Army, (847) 981-9111
609 W. Dempster,Des Plaines, IL 60016

Elgin Salvation Army, (847) 741-2304
316 Douglas Ave.,Elgin, IL 60120

Joliet Salvation Army, (815) 726-4834
300 3rd Ave.,Joliet, IL 60433

Norridge Salvation Army, (708) 456-6220
8354 W. Foster Ave., Norridge, IL 60706

Oakbrook Terrace Salvation Army, (630) 629-3044
1 S. 415 Summit,Villa Park, IL 60181

South Beloit Salvation Army, (815) 972-1135
416 S. Madison St.,Rockford, IL 61104

St. Charles Salvation Army, (630) 377-2769
1710 S. 7th Ave.,St. Charles, IL 60174