New customer assistance program launched in wake of COVID-19

New customer assistance program launched in wake of COVID-19
June 26, 2020

Drops of Kindness is Louisville Water’s new effort to assist customers with bill payment options. The program comes amid the ongoing global coronavirus pandemic that shut down businesses and left many Louisville customers in a financial bind.

Over the past several months, Louisville Water has seen the number of accounts with an outstanding balance grow to an estimated 12,000 customers, from an average of 2,000. The majority of these are residential accounts and include customers who have always paid on time or only missed one payment.

“With one in three Kentuckians out of work right now, Drops of Kindness is Louisville Water’s way of acknowledging this challenging moment in our history and offering a solution that can make a real difference,” said Kelley Dearing Smith, vice president of communications and marketing at Louisville Water. “Whether you’re a resident or business owner, Drops of Kindness offers a customized approach to help customers resolve unpaid bills and reduce future financial obligations.”

Since March 13, Louisville Water has not disconnected water service for an unpaid bill as having access to water is critical in fighting the coronavirus. Louisville Water will continue to suspend water shutoffs until the pandemic subsides.

How Drops of Kindness Works:

Starting with a confidential call with a customer service representative, customers will work with Louisville Water to identify a payment option that works for their individual and unique situation. In addition, Louisville Water can match customers who qualify to a community agency that provides direct bill relief with funds from the Louisville Water Foundation.

To get started, call our Customer Service team at 502.583.6610 or 888.535.6262 (Toll Free) Mon-Fri, 8:00 am - 6:00 pm.