When setting rates, most water and wastewater utilities are concerned (at least to some extent) about whether their customers can afford the resulting bills. Many utilities are also wondering how they can assist the poorest segments of their customer base with the cost of water/wastewater service. However, a frustrating problem is that a lot of low income people live in multifamily housing, such as apartments, and do not actually have an account with the water utility. Even though they don’t receive a bill directly, these tenants are paying for the water/wastewater service indirectly via their rent. So some utility managers have been grappling with effective ways to provide assistance to these water users. Different theories involving vouchers etc. have been espoused, but one utility seems to have actually solved the problem.