Helping you keep the power on
At SRP, we deliver water and power. But we also deliver help and support. We know how important it is for our customers to have power, especially during the extreme heat of Arizona’s summers and the ongoing pandemic. We care about your safety and well-being, which is why we offer a variety of programs and resources that can help you when you need it most.
If you’re having trouble paying your electric bill for any reason, please call (602) 236-8888 as soon as possible. Our customer service representatives are available 24/7, even on holidays, to discuss your circumstances and help find a solution.
Support for our customers
New Federal Homeowner Assistance Fund
Homeowners who have been financially impacted by COVID-19 may be eligible for federal aid through the new Homeowner Assistance Fund (HAF). HAF is a foreclosure-prevention program that can assist with up to $25,000 per eligible homeowner to help pay for 12 months of mortgage payments, utility payments, internet services, property insurance and taxes (not included in mortgage payments), and HOA fees. Homeowners who are living at or below 150% Area Median Income may be eligible based on family size and location ($118,500 or less for a family of four in Maricopa County). You can learn more and apply online or call the AZ HAF hotline at (833) 931-3600, weekdays from 8 a.m. to 5 p.m.
Emergency Rental Assistance Program
Qualifying renters may be eligible for assistance through a federal Emergency Rental Assistance Program (ERAP) that is available at an agency in your community. Learn more about ERAP and other programs in your community. These ERAP funds offer up to 15 months of assistance for past-due, current and even future payments for rent, electric, water, gas and other utility services incurred between March 13, 2020 to present.
Help with your bill
We all need help now and then. Customers with a past-due balance can be put on a payment plan or get an extension, allowing them to stay in power and pay off their balance over time. Call (602) 236-8888 to speak with a customer service representative to see how we can assist.
If you are an M-Power customer having financial hardship, you can request an advance using the M-Power mobile app or by calling (602) 236-8888. For help in Spanish, call (602) 236-1111.
No one like surprises when it comes to their power, which is why SRP goes to great lengths to help you avoid disconnection. When a bill is due or has gone past due, we will send a reminder letter. You can also sign up for optional text and email alerts to notify you. There are additional tools and billing notifications available in the SRP Power and M-Power apps as well. If you are an M-Power customer, your in-home display box will alert you with a beep when there is a balance of $10 remaining.
Summer heat relief
When the summer months roll around, SRP is here to help. Here's what you should know:
- Anytime the National Weather Service issues an Excessive Heat Warning, SRP will not disconnect customers’ power for non-payment.
- SRP will not disconnect billed customers who have a balance of less than $300.
- If you need assistance with your bill, our customer service team is here to help 24/7. Call (602) 236-8888 to explore your options, including payment extensions for billed customers and advances for SRP M-Power customers.
- During the hot summer months, the Heat Relief Regional Network provides water and cooling stations throughout the Valley. See a map of partners and locations.
Additional support programs
The SRP Safety Net program lets SRP customers choose someone to alert if their bill becomes past due. Keeping a family member or close friend informed is one more way SRP can help protect our customers from disrupted service.
Customers who require electricity for medical life support equipment can stay ahead of planned power outages by enrolling in the SRP Medical Preparedness Program.
Whether it’s getting account alerts to stay up to date on your billing or monitoring your daily energy use on My Account, SRP is always looking for new and easy ways to help you stay on budget and in control of your energy use. Remember, we’re here to help. If you feel overwhelmed or have any questions, call our customer service representatives anytime at (602) 236-8888.
We routinely meet with leaders of community action agencies to understand how we can better support low-income customers. Beyond the assistance SRP delivers to our customers in need, our Resource Counselors work closely with community agencies outside of our organization that can help with everything from eviction assistance to financial aid for bills, shelter, food, clothing and medical care. To learn what community programs or resources may be available to you, call (602) 236-8888 to speak with an SRP Resource Counselor.
SRP partners with the Salvation Army and customers who wish to help provide energy assistance to those in need through SHARE: Service to Help Arizonans with Relief on Energy. For every dollar donated, SRP matches, giving a minimum of $500,000 every year. To give is easy. Just add a small amount to your monthly SRP bill to help those in need pay their energy bills.
Support for our small business customers
If you’re a small business owner and need help paying your electric bill, contact your dedicated Energy Manager. You can find their contact information at the top of your monthly electric bill. You can also call the Business Customer Center at (602) 236-8833. Our customer service team is available 7 a.m. - 5 p.m., Monday through Friday, and we have resources that may help you.