COVID-19 RESPONSE
Always There for You
BWP understands that our residential and commercial customers are facing tremendous challenges due to the COVID-19 pandemic.
We are hard at work to ensure that your water and power service continues uninterrupted, and we are committed to helping you stay safe, manage your energy use, and save money.
We are hard at work to ensure that your water and power service continues uninterrupted, and we are committed to helping you stay safe, manage your energy use, and save money.
We're Always There for You
As your community-owned water and power utility, BWP is working tirelessly to meet your water, electricity, and data needs. We understand you may be facing health or financial issues now, and we don’t want you to worry about your water or electric service.
Whether you need payment assistance, have questions about your bill, or want to make alternate payment arrangements, we are here for you in this challenging time — just as we have been since 1913.
This page details the new policies and processes we have implemented to ensure you have continued service. It also provides information about financial assistance programs and empowerment tools.
- Financial Assistance
- Customer Service & Planning
- Rebate Programs
- Conservation Tools
- Additional Information
Financial Assistance
We are committed to helping our customers recover from this crisis. We have suspended disconnections and modified application requirements to help customers stay safe, comfortable, and cope with the financial burden of the pandemic.
Disconnections and Late Fees Suspended for City Utilities
BWP has suspended all disconnections and late fees to ensure that our residents and business owners have access to critical power and water services throughout the COVID-19 crisis.
This will remain in effect until further notice.
Payment Arrangements Can Be Made Online
If you are having trouble paying your bill, we want to help. You don’t need to leave your home to set up a payment arrangement. You can use the Online Account Manager or call Customer Service at (818) 238-3700 during normal business hours (Monday through Friday, between 8 AM and 5 PM.)
Register > Sign In >
Lifeline Documentation Does Not Need to Be Notarized
The Lifeline program offers income-qualified customers a reduced rate and exemptions from the monthly customer service charge and Utility User’s Tax. During the crisis, the supporting financial documentation will not need to be notarized. Applications are accepted by mail. They can also be dropped off at our lobby Monday through Friday between 8 AM and 5 PM.
Learn More >
Life Support Program Application Does Not Require Letter from Physician
The Life Support Program offers customers that require life support equipment in their home, an exemption from the Utility User’s Tax. During the COVID-19 crisis, the Physician’s Statement of Certification is not required. Customers can simply attest that life support equipment is used in the home to qualify for these savings.
Learn More >
Project Share
Apply for Project Share
Our Project Share program provides payment assistance of up to $100 in the form of a bill credit to income-qualified customers. Rather than collect the application in person, interested customers may now leave the application at the BWP Administration Building dropbox or the Burbank Temporary Aid Center (BTAC) dropbox. Applications and supporting documentation may also be mailed to BTAC directly at 1304 W. Burbank Blvd., Burbank, CA 91506.
Apply for Project Share >
Donate to Project Share
Generous customers and donors provide Project Share funds. There are three ways to contribute: one-time donation, monthly donation, and participating in the Bill Round-Up program.
Donate to Project Share >
Customer Service and Planning Services
We are open to serve you in person, and we also offer ways for you to manage your account needs online or by phone.
The BWP Lobby is Open
We understand that you may need or prefer to meet in person. Our lobby is open for regular business hours (Monday through Friday, between 8 am and 5 pm) to ensure you have access to our customer service staff.
We have increased cleaning and disinfection efforts throughout our facilities. Face coverings are required to enter the lobby, and physical distancing measures are in place to ensure the safety of our customers and employees.
Learn More >
Manage Your BWP Account Online
The Center for Disease Control and Prevention recommends putting a safe distance between yourself and other people to protect yourself and avoid going out in public if you are not feeling well. BWP’s Online Account Manager allows you to pay your bill and view your usage from the safety of your home 24 hours a day, seven days a week.
Register Now > Sign In >
Payment Alternatives
We want to make every part of your experience as safe and convenient as possible. There are several ways to make a payment other than in person. Payments can be made online, over the phone, dropped off at boxes around the City, and sent to BWP through the mail. Click the link below to see a full list of all payment options available to you.
Learn More >
Water Service Planning Available Online
BWP water service planning will continue to be available electronically, and plans can be submitted anytime via email and ProjectDox. In-person water system plan reviews can be done by appointment only. Appointments can be made by calling (818) 238-3500.
Learn More >
Electric Service Planning Desk is Open to the Public
BWP’s electric service planning desk is open for walk-in plan reviews Monday through Friday, between 1 PM and 3 PM. Electric service planning will continue to be available electronically. Plans can be submitted anytime via email and ProjectDox.
Learn More >
Energy Efficiency and Water Conservation Rebates
BWP offers several rebate programs to help you save money and improve your comfort and reduce your electrical and water usage.
In addition to our programs, you can maximize your savings by taking advantage of rebate programs from SoCalGas and the Metropolitan Water District. The State of California also offers financing options to eligible customers.
In addition to our programs, you can maximize your savings by taking advantage of rebate programs from SoCalGas and the Metropolitan Water District. The State of California also offers financing options to eligible customers.
Residential Rebate Program
Our Residential Rebate Program offers rebates for buying ENERGY STAR® certified equipment, upgrading your home with an energy-efficient central AC, and installing an EV charger.
Learn More >
AC Replace Before It Breaks Rebate Program
Older air conditioning (AC) units are expensive to operate, maintain, and fix when they break down. Our customers are home now more than ever. We’ve launched this rebate program to help you replace your old, costly central AC before it breaks down. Earn a rebate up to $1,500 from BWP and combine with our Residential Rebate Program and incentives from SoCalGas for even more savings.
Learn More >
Business Rebate Program
Our Business Rebate Program awards rebates to businesses that replace their existing equipment with energy-efficient products. Incentive amounts depend on the type of retrofit conducted, capped at 25% of the installed cost, and may not exceed $100,000 annually.
Learn More >
Efficiency Programs that Require In-Home Visits Are Temporarily Suspended
We are closely monitoring developments related to the COVID-19. To protect the health and safety of our customers, trade allies, and employees, energy efficiency programs that require in-person visits to customers’ homes or businesses are temporarily suspended. This is an evolving situation and we will inform you of any changes.
Home Improvement Program > Business Bucks >
Conservation Tools
You’re home now, perhaps more than ever. Take control of your energy and water usage with these online tools.
Home Energy Usage
Register for the BWP OPower energy usage portal to view your energy usage, compare it with similar homes, and get energy-saving tips.
Register > Sign In >
Water Usage
View your water score, compare your usage against similar homes, and get tips on how to save water. Register for the BWP WaterSmart portal.
Register > Sign In >
Additional Information
Protect Yourself Against Scams
Unfortunately, this crisis has seen a dramatic increase in scams throughout the country. Professional scammers attempt to trick consumers by using “spoofing technology” that makes your caller ID display BWP and our phone number, sending fraudulent emails and letters, and posing as our team members during unexpected house calls.
BWP will never threaten to disconnect your water or power via phone call, email, or in-person visit. If you have any questions, please contact us at (818) 238-3700 during normal business hours. If you feel threatened by someone at your property claiming to represent BWP, call Burbank Police for assistance at (818) 238-3000.
Learn More >
Burbank’s Tap Water Continues to be Safe to Drink
COVID-19 does not impact the quality and supply of your local tap water. Your water is both safe and available by turning on the tap. There is no store water beyond the standard level of emergency preparedness, which is two weeks’ worth of water.
Learn More >
City of Burbank Additional Resources
If COVID-19 impacts you and your household or business is struggling, we encourage you to visit the City’s website for information on financial assistance, relief programs, COVID-19 data, services for senior citizens, and more.
Visit the City of Burbank Website >
PPP Loan Forgiveness for Utility Bills
The Small Business Administration’s Paycheck Protection Program (PPP) provides for loan forgiveness for utility payments, including electricity, water, and internet access. Service must have begun before February 15, 2020.
Please see PPP program details on the SBA’s website and consult with your financial advisor for more information.
Visit the SBA Website >
Together, We'll Pull Through This
BWP is a not-for-profit organization owned by the citizens of Burbank. For over 100 years we’ve provided reliable, affordable, and sustainable water and electric services to our customers.
We are committed to serving our community and working tirelessly to help Burbank weather the storm of the COVID-19 crisis. Please let us know if you have any needs or concerns that we can assist you with.
Call (818) 238-3700 or Email Us >