Together We’ll Get Through

Toho Water Authority (Toho) understands that the coronavirus (COVID-19) pandemic is still having profound effects on our community. As the state begins reopening, utilities have been moving toward reinstating billing procedures. Starting in June, Toho notified customers who may be behind on payments of the financial programs that can assist them as part of the “Together We’ll Get Through” efforts. Reaching out in English and Spanish, Toho mailed postcards and a letter as well as issued news releases and social media posts for customers who may have fallen behind on their water bills due to the impacts of the unprecedented pandemic.

A dedicated webpage, www.tohowater.com/support, was created to provide program details and applications to request assistance.

For one of the programs, customers can enter into a payment program that offers a customized plan to pay their past due balances that they may have incurred.

The other assistance program is the Toho Assistance Program (TAP) funded by Toho and managed through the Osceola Council On Aging, where customers can apply for financial assistance for bill payments.

TAP began in 2017 with a goal of helping customers with temporary financial challenges make their bills more manageable. TAP prioritizes income-eligible customers whose service is in the process of being disconnected, as well as households with elderly or disabled individuals or families with children under the age of 18. Typically, Toho contributes $50,000 each year to TAP, but its board of supervisors approved an increase of $100,000 to help the growing need during the pandemic.  Providing reliable, cost-effective, and responsive services to our customers is the core of Toho’s mission. TAP allows us to enhance our commitment to the community further when it is most needed. For information about COVID-19 Emergency Water Bill Assistance through TAP, contact the Council on Aging at 407-407-846-8532 or online at osceolagenerations.org. We know the recovery will likely be a long one. We promise to work hard to continue to come up with innovative ways to serve our community. 

Toho is testing a matching contribution program through which customers can donate directly to the TAP assistance program on their bills. The contribution program will help provide water services to those in our community who may be experiencing financial difficulties.

We believe this assortment of options will bring relief to customers now and in the months ahead. As your local water utility provider, Toho cares and will continue to provide safe and reliable service while we, as a community, get through this together.