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Customer Service Policy
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Low Income Household Water Assistance Program (LIHWAP)
Residential customers who are struggling to pay their bills may be eligible for assistance from the Low Income Household Water Assistance Program (LIHWAP)*.
Get to know LIHWAP
- LIHWAP is a federally funded program that offers a one-time payment to help you pay your residential water bills.
- LIHWAP helps pay bills that accrued during any timeframe. If you are past due, there is no date restriction for when the overdue amount occurred.
ELIGIBILITY. Customers whose total household gross income is at or below 60% of the State median income or a household member is a current recipient of CalFresh or CalWORKS.
HOW TO APPLY. To request an application, call the Maravilla Foundation at (323) 721-4162 or (800) 906-4651 (toll-free). Visit maravilla.org for more information.
Please note the water bill assistance provider is a third-party agency not associated with SCV Water.
* The Low Income Household Water Assistance Program is a federally funded program that was established by Congress in December 2020 and is administered by the California Department of Community Services and Development.
Click on the toggles below to view important Customer Care notices:
Customer Care Options Under COVID-19 Protocol
Our Customer Care lobby has reopened to in-person traffic. See below for options for bill payment and other customer care needs.
As state and county guidelines around COVID-19 change, SCV Water remains deeply committed to the safety of our customers and employees.
Please keep in mind that state and county guidance takes precedence over federal guidelines, and we will follow any safety protocols still in effect as of that day, including masking and social distancing.
More Ways to Pay
Online bill pay Telephone payment options:
- By phone: 844-350-4354
- Speak to Customer Care: 661-294-0828
- Customer Care lobby: 24631 Avenue Rockefeller, Valencia 91355
- We have safety measures in place, including plexiglass dividers and a hand sanitizing station.
- Customer Care external dropbox, available 24/7
Introducing a new way to pay!
SCV Water has partnered with PayNearMe to provide you with the added convenience to pay your water bill with cash at a participating 7-Eleven or CVS Pharmacy. You can pay your bill anytime the store is open – even on weekends! Please check store locations for operating hours Click this link to learn more about the new payment option, PayNearMe
And as a friendly reminder, your water supply is safe. The COVID-19 coronavirus has no impact on the quality or supply of your tap water. We continue to operate our water system to ensure you receive reliable water service that meets all state and federal drinking water standards.
Through it all, water is essential and we are here for you! Stay safe and healthy.
CLICK HERE: Stay up to date with SCV Water and COVID-19
Relief for Past-Due Water Bills
SCV Water has applied for and received funding from the California Water and Wastewater Arrearage Payment Program* to provide financial relief for residential and commercial customers with eligible past-due water bills.
ELIGIBILITY. Funding for residential and commercial customers with unpaid water bill debt that was incurred for services rendered between March 4, 2020 and June 15, 2021, has been posted to customer accounts. All eligible customers were mailed a letter informing them of the amount of the relief funding, remaining past-due balance, and instructions on how to establish a payment plan.
MANAGE YOUR ACCOUNT. SCV Water’s late fees and shut-offs have resumed. To avoid shut-off for non-payment, please call the SCV Water Customer Care team at 661-294-0828 to set up a payment plan.
* The California Water and Wastewater Arrearage Payment Program is funded through the American Rescue Plan Act (ARPA) of 2021 and administered by the State Water Resources Control Board.
Late Fees and Shut-offs Have Resumed
Late fees and water service shut-offs for non-payment have resumed. We strongly recommend customers who have fallen behind on their water bills to settle past due bills and/or set up payment plans to avoid shut-off. We’re standing by to help – please call Customer Care at 661-294-0828. An on-site dropbox and phone payment line are available 24/7 at 844-350-4354. Visit our office or pay online.
# of Annual Residential Disconnections for Nonpayment
Disconnection of Water Service Data (SB998)
Below is information on SCV Water’s service disconnections pursuant to Section 116918 of the California Water Shutoff Protection Plan (Senate Bill 998). The code requires that an urban and community water system shall report the number of annual discontinuations of residential services for inability to pay on the urban and community water systems internet website.
Note: Due to the coronavirus pandemic, SCV Water paused disconnections for non-payment from March 2020 through April 21, 2022.
Number of Residential
Disconnections for Nonpayment
2020 0 2021 0 2022 2,915