The policy change, announced Oct. 1, affects more than 9,000 seriously delinquent accounts that collectively owe nearly $24 million, according to the city. That figure includes water, wastewater and solid waste charges, plus taxes and fees.

Brandy Kelso, director of the City of Phoenix Water Services Department, said the pause was initially intended to ensure people had water during the public health emergency, and later extended with federal funds to help customers catch up. Now, she said, the city is focusing on getting those who are behind onto payment plans or connected with assistance.

“For (the delinquent) customers, they’re more than 120 days delinquent, so it’s time to start getting them either on a payment plan or getting them other resources through Project Assist, if they qualify,” Kelso said.

Project Assist, run by the city’s Human Services Department, provides aid to income-qualified households, though eligibility rules apply and funding is limited. Kelso added that a customer who misses a single payment and catches up on the next bill will not face a shutoff. Customer service staff have already begun sending letters and reaching out to affected customers, she said.

The city also points to the ongoing drought on the Colorado River as a factor in resuming shutoffs. Lake Mead is currently in a Level 1 Shortage Condition, and officials say the policy is partly aimed at encouraging water-wise habits.

“We really want our customers to always be doing the right thing as far as their water-wise usage, and you’re not gonna necessarily do that if you’re not paying attention to your bill,” Kelso said.

Phoenix is the only water utility in Arizona that does not disconnect residential service for significantly delinquent accounts, according to the city’s own review.

Community advocates are preparing for an increase in requests for help. Jessica Berg, chief program officer at St. Vincent de Paul in Phoenix, said utility assistance is a major part of the organization’s homelessness prevention work. She noted that many people let water bills accumulate because they assume service will not be cut off.

“When they come to us, it is a lot of money that they need, it’s a lot of months of not paying the water bill,” Berg said.

Berg expects more Phoenix residents to seek aid once shutoffs begin. While St. Vincent de Paul has some funding available, she said the group plans to add water bills to its assistance list and coordinate with partners and the city.

“It’s just a matter of us all collaborating and working together to figure out how to keep people from falling through the cracks,” she said.

Customers who are behind on their water bills can call Phoenix Customer Services at 602-262-6251 from 8 a.m. to 5 p.m. Monday through Friday, manage their accounts online at payonline.phoenix.gov/eportal/, or visit phoenix.gov/water for more information.