COVID-19 UPDATE
CITY OF PASADENA APPROVED STIMULUS EFFORT TO SUPPORT UTILITY CUSTOMERS
The City recognizes the added financial hardship the Safer at Home Order has caused as a result of the COVID-19 health pandemic. The City Council recently approved a stimulus plan to support electric customers. For the past few weeks, the City has been working hard to issue rebate checks to refund electric customers the collection of the Underground Surtax for the two-year period between April 1, 2018 to March 31, 2020. The rebate checks should be mailed to all eligible customers by the end May.

If you haven’t received yours yet and want to find out how much you will be receiving, simply log onto your account. The amount of your UUG rebate will be displayed once you’re logged on.
 
This one-time check was made possible by the City Council actions taken on April 6. They approved a plan to issue rebate checks to all Pasadena electric customers—both residents and businesses. The Pasadena council members also approved suspension of the collection of the Utility Underground Surtax (UUG) for a period of six months.

If you know of a previous resident or business who since moved during the two-year time period, from April 1, 2018 to March 31, 2020, they may be eligible to receive the UUG rebate for their electric service. They can file a claim (until November 1) by visiting  PWPweb.com/UUGclaim or by calling 626.744.4199.
WHAT IS PWP DOING TO HELP
CUSTOMERS DURING COVID-19?
PWP is committed to keeping customers safe and healthy during this public health crisis. Below is an overview of some actions taken by the utility.

  • All water and power shutoffs are suspended to ensure our customers have access to clean water and reliable power – regardless of account status.
  • Temporary suspension of the collection and assignment of late fees and delinquent charges on all accounts.
  • Allowing customers who meet the eligibility requirement to sign up for monthly bill assistance over the phone instead of in person. Call 626.744.4005 to find out if you qualify.

All actions are in effect until further notice.
HOW TO PAY YOUR BILL
As of March 18, the City of Pasadena has closed the Permit Center, Libraries, Community Centers, and Municipal Services Payment Center to the public. Utility bill payments can no longer be made in-person, until further notice. If you need to pay a bill, the following options are available:
  • Call 626.744.4005 to make payment over the phone
  • Log in to your utility account online to pay over the web
  • Mail payments to: City of Pasadena Municipal Services, P.O Box 7120, Pasadena CA 91109

Our Customer Service staff remains available to assist you with account questions, bill payment and other concerns you may have. Please call us at 626.744.4005 to speak to a representative.
PASADENA'S WATER REMAINS HIGH QUALITY
PWP wants to remind customers that COVID-19 does not affect the quality or supply of Pasadena’s tap water. One of the primary ways to minimize the spread of this disease is to practice social distancing and reduce unnecessary outings. The public is encouraged to stay home, and avoid panic shopping and stockpiling bottled water. Pasadena’s tap water remains high quality and plentiful.

To read our most recent Water Quality Report click the “Learn More” button.
SCAM ALERT - PROTECT YOURSELF FROM
FRAUD DURING COVID-19
During this public health crisis, there may be an increase in scam attempts. Please know that no healthcare workers, law enforcement personnel, or any other government agencies are going door-to-door testing individuals for COVID-19 . If you receive a visit from anyone claiming to be conducting a COVID-19 inspection, call 9-1-1 immediately.

PWP has also received reports of possible scammers demanding payment from customers and threatening to shut off service. These scammers may attempt to request personal information or provide false data regarding your energy and water usage.

We are urging customers to be alert. Remember, PWP does not call customers to request payment or to discuss account shut off. Important information from the utility is always mailed out. If you suspect fraudulent activity, hang up and check your account status online, or by calling Customer Service at 626.744.4005.

Learn more about how to protect yourself from fraud by visiting our website.
GET THE LATEST COVID-19 UPDATES
As the novel coronavirus is an evolving situation, City of Pasadena is monitoring local cases closely and working in coordination with county, state and federal agencies to make the best decisions for the community.

Follow the City of Pasadena on Social Media to stay up-to-date, and make sure to visit the Pasadena COVID-19 webpage for important information and local news.
Customer Service: 626.744.4005
Hours: Monday-Friday, 7:30 a.m. – 5:30 p.m., except holidays
For assistance with general information and non-account inquiries, email WPD_Answerline@cityofpasadena.net .
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