Low Income Program

Sometimes customers face circumstances that stretch their financial resources. Tennessee 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 Project Water Help.

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 24 hours a day, seven days a week at 1-866-736-6420.  They will work with you on a plan to pay the balance of your bill over time. These payment arrangements may require you to:

  • Pay at least 25% of your bill within 48 hours of your call
  • Pay the rest of the bill, including any applicable late payment charge, according to an agreed upon schedule, not to exceed 6 months
  • Pay all future bills as they become due
  • Only customers who have not broken similar agreements in the past twelve months are eligible to make these payment arrangements


Project Water Help

Project Water Help is an emergency assistance program created by Tennessee American Water to help provide supplemental funding to Tennessee American Water customers who would otherwise have trouble paying their bills.


Project Water Help is supported by Tennessee American Water’s customers' voluntary donations and contributions. Customers may make a voluntary donation to the program on their water bills. Customers that are unable to pay their water bill can contact United Way’s Help Line by dialing 211 and United Way will direct them to the proper third-party agency for assistance. Agency caseworkers determine the needs of families and individuals, who must be Tennessee American Water customers.


Another benefit of Project Water Help is that it often connects customers with other sources of aid in their communities, including other assistance programs for which they may qualify. Typically, those who qualify for the program are able to begin paying their water and other utility bills in a timely manner, start meeting other financial obligations and work toward self-sufficiency.


Who qualifies for Project Water Help program assistance?

Any individual or family whose water service is being provided by Tennessee American Water and who is in danger of losing their primary source of water and meets the "basic needs" criteria as set by the agency’s case workers.


How do I apply for Project Water Help assistance?

Call the Tennessee American Water Customer Service Center toll-free at 1-866-736-6420.  Or, you may contact the United Way Help Line by dialing 211.


How You Can Help

Tennessee American Water customers who wish to contribute to the Project Water Help program can do so by adding a donation to their Tennessee American Water bill payment. Donations can be made a one-time gift or a monthly donation of $1, $3, or $5. You can be assured that 100 percent of your donation goes directly to qualifying customers.


Customer Communications:

Keeping our customers informed is a priority. Our Customer Communications are designed to inform and educate customers of all ages on topics like wise water use, leak detection and our involvement in our communities.

Below you'll find brochures, fact sheets and white papers that can be viewed online or downloaded.

We hope you find these resources helpful and informative. Be sure to visit our video site where you can meet our CEO and read about the ways we are providing high-quality water and wastewater service to customers across the country.