A drop of kindness for thousands of Louisville Water and Louisville MSD customers

Funds from Louisville Metro offer support for those struggling in the COVID-19 pandemic. 

Beginning January 25, Louisville Water Company and Louisville MSD residential customers in Jefferson County can apply for a one-time credit to help with an unpaid balance on their water and wastewater bill. The Metro COVID-19 Relief funds are available to customers who have suffered financial hardship because of the pandemic.

To qualify for a credit up to $500, customers must meet the following criteria:

  • Live in Jefferson County and have a Louisville Water/MSD residential account
  • Have an outstanding balance on their water/wastewater bill that occurred between March 16 and December 31, 2020
  • Identify a COVID-19 based financial hardship that resulted in the past-due balance

Customers can apply for the credit at LouisvilleWater.com/MetroReliefPortal or call 502.583.6610.  If approved, Louisville Water will apply the funds to the outstanding balance. For customers who still owe money, Louisville Water and MSD’s Drops of Kindness program offers customizable payment plans and direct bill relief through community agencies.

In December, Louisville Metro Council approved an ordinance from Mayor Greg Fischer for funds to help customers pay utility bills. The $10 million Metro COVID Relief fund includes a $4 million grant to the Louisville Water Foundation for the assistance. Louisville Water and MSD also contributed to the Foundation, bringing a total of nearly $6 million available for customer assistance.

Louisville Water and MSD offer year-round help for customers struggling to pay through the Drops of Kindness program, but the one-time credit with the Metro Relief Funds will help thousands of additional customers on a first-come, first-serve basis. There’s a tremendous need for payment assistance. Since the pandemic began last March, Louisville Water stopped turning off service for non-payment and does not plan to resume turnoffs until the spring or early summer. Of the more than 15,000 residential customers who have a past-due balance, 80 percent of these customers have never been behind on their water payment or have only missed a payment one time.

“We’ve never seen this many customers struggle to pay their water bill,” said Spencer Bruce, President & CEO of Louisville Water. “For customers who’ve never found themselves in this position, please check the criteria for the credit and apply. We want to help.”

Bruce and MSD Executive Director Tony Parrott say the utilities are grateful for Louisville Metro’s help.

“As our community and the world faces the growing impacts of the COVID-19 pandemic, it is more important than ever to help those who are struggling through no fault of their own. We are grateful for the actions of Mayor Fischer and our Metro Council for providing utility payment assistance for our Louisville customers facing economic hardship,” stated Parrott.

Louisville Water and MSD have launched a communication effort to reach the thousands of customers eligible for the one-time credit.