SWBNO Late Fee Forgiveness Program for Residential Customers  

Sewerage and Water Board of New Orleans (SWBNO) will host a Late Fee Forgiveness Program for Residential Customers between October 3, 2022, and December 30, 2022. For eligible customers, we will waive certain late fees to help them reduce their delinquent SWBNO bills. This program is in partnership with Mayor Cantrell’s Amnesty Program.

Here are some Frequently Asked Questions: 

What are the benefits of participating in SWBNO’s Late Fee Forgiveness Program?  
SWBNO will waive unpaid late fees assessed since January 1, 2021, or credited to program participants. (We calculate late fees as 10% of a customer’s delinquent water and sewer charges.) 

Who qualifies for SWBNO late fee forgiveness program?  
Residential customers who are delinquent. This includes customers who have owed more the $50 for longer than 60 days.

Only residential account holders can participate. Commercial, multifamily, and industrial accounts are not eligible.

Must I pay my entire delinquent bill up front to participate in the program?
No. We are asking customers to pay a minimum of 25 percent of their outstanding balance. Then you can enter a no-interest payment plan for the rest.

Failure to complete the payment plan will result in the reinstatement of any forgiven late fees.

Alternately, you can pay your full balance minus the forgiven late fees. This will bring your account into good standing right away.

If I have previously entered a payment plan, can I still participate?
Yes. You must be in good standing with your current payment plan. You must also have applicable late fees in the balance being repaid. To have your late fees forgiven, you will then have to make the 25% down payment and update your payment plan.

Can I participate in this program if my account is closed?
Yes, but you must pay the full remaining balance up front to gain the benefit of the program.  

Can I participate if I can’t afford to immediately pay 25 percent?
If you participate in a low-income assistance program, please come talk to us. We can lower the initial down payment to 15 percent for residents who show proof they receive any of the following:

  • Food stamps  
  • Section 8 housing vouchers  
  • SSI Disability  
  • LIHEAP or LIWAP assistance  
  • Medicaid

I am disputing one or more of my monthly bills. Can I participate?
Yes. We ask that you enter a payment plan for the portion of your debt that is not under dispute. Once your case is resolved, we will eliminate the applicable late fees. SWBNO will then adjust your remaining balance under your payment plan.

How can I pay?
In person: We accept cash, debit or credit cards, or money orders. To reduce the potential additional burden of NSF fees for returned checks, we do accept personal checks.

Please visit our Customer Service Centers starting June 3:
625 St. Joseph Street in Downtown New Orleans
Open 8 a.m. to 5 p.m. Monday through Friday
4021 Behrman Place, Suite M-2 on the West Bank
Open 8:30 a.m. to 4:30 p.m. Monday through Friday

By phone or online: Please contact our customer service center at 504-52-WATER (92837) to discuss your account.
Afterward, your customer service representative will transfer you to the pay-by-phone payment system. You can also pay online at swbno.org.
Once you complete that transaction, please alert your customer service representative. They can then provide you with the benefits of this program.

Can I send someone to represent me?
The customer whose name is on the account should be present. If you send a representative, they must have all the following documentation:

  • His or her own driver’s license, 
  • A copy of the account holder’s driver’s license, and 
  • A letter from the account holder giving them permission to handle the account. 

What other City of New Orleans agencies are participating in the Amnesty Program?


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