Utility Bill Assistance

In March 2020, the Town of Normal stopped water service shut-offs for non-payment as part of its response to the COVID-19 pandemic. As of October 2021, this moratorium is being lifted and the Town of Normal will resume service disconnections for residents and businesses with past-due balances.

The Town of Normal does not want to shut off water service. Payment plans and other financial assistance is available to help account holders get current and keep their water service connected. In September 2021, the Town proactively reached out to impacted account holders to share information about options for paying off outstanding balances. 

Starting in November 2021, the Town of Normal will disconnect services on delinquent accounts which do not have payment plans or who are not seeking needs-based assistance. 

Apply for Needs-Based Assistance 

The Town of Normal wants to make sure your water stays connected. We urge residents to contact the needs-based assistance programs below to determine eligibility for assistance and apply for help: 

    Low Income Water Assistance Program:  Funding is available to those disconnected or in threat of disconnection from their water and/or sewer service. Reach out to Tazwood Community Services, Inc. at 309-533-7723, Monday through Friday from 8 a.m. to noon and from 1 to 4 p.m. for eligibility determination. Residents must be income eligible with a bill greater than $250. 

    Emergency Assistance Program at the Normal Township Office:  Households at or below 100% poverty level with at least one child under the age of 18 may receive up to $1500 to assist with water bills. Call 309-452-2060 to learn more.

Request More Time to Pay

A payment plan provides additional time to pay outstanding account balances. To establish a payment plan, contact the Town of Normal Water Department at 309-454-9564

Once you have established a payment plan with the Water Department, starting with your next bill, you will pay the current charges on your bill plus the payment outlined below:

For outstanding utility bill balances of:

When you create the payment plan, you will be asked to make a down payment of:

And agree to pay the remaining balance in equal monthly payments over: 

$399 or less

10% ($40 maximum)

6 months

$400 to $999

10% ($100 maximum)

12 months

More than $1,000


18 months

Account holders on payment plans must keep accounts up to date on all future bills. Those who do not keep accounts up to date will be considered delinquent, removed from the payment plan and water services will be shut off until the account is paid in full. 

For those who contact the Water Department within one month of receiving the past due balance notification to pay the fee or set up a payment plan, the Town will waive all late fees and penalties. 

Turn on fees of $40 will be assessed during regular business hours (M-F, 8:30 a.m. to 5 p.m.) to those not on payment plans who have had services disconnected and request them to be re-started. Turn on fees of $100 will be assessed outside of regular business hours.