Emergency Water Heater Replacement Service

The City of Palo Alto Utilities (CPAU) is issuing this Request for Proposal (RFP) to implement a Heat Pump Water Heater Emergency Replacement (HPWH ER) Pilot Program (“PILOT”). This PILOT is intended to complement the current Full-Service Heat Pump Water Heater Program to support customers who need to quickly replace their existing gas water heater due to a sudden equipment failure. CPAU intends to award a contract to up to three CONTRACTORs in order to provide prompt and competitively priced emergency water heater replacement service delivered by experienced contractors that have demonstrated excellence in customer service. Most water heater replacements are performed on an emergency basis after the equipment has failed, and customers expect access to hot water within 1 to 3 days of failure. The HPWH ER PILOT will help customers make the switch from gas to electric, while providing a quick response to emergency water heater replacement needs. The PILOT will provide customers with either a permanent installation of 120V plug-in heat pump water heater if the site is suitable, or a temporary installation of gas water heater followed by a permanent installation of a heat pump water heater at a later time. For customers who receive a temporary gas water heater and later decide not to move forward with a heat pump water heater, they have the option to keep the “loaner” gas water heater for a fee.