Text Size A A A

Customers

FAQs – Frequently Asked Questions

Q: How can I become a Connecticut Water customer?
Q: How do I open an account?
Q: How do I close my account?
Q: How often do you bill?
Q: Why is my water bill higher than I expected?
Q: Can you give me some tips to save on my water bill?
Q: How do I read my bill?
Q: What is an ‘estimated’ bill?
Q: How can I pay my bill?
Q: If I leave my home for the winter, should the water be shut off?

Q: How can I become a Connecticut Water customer?
A: You first need to determine if we provide water service at your location. Check out our service territory map to see if Connecticut Water services your town. If so, call us at 1-800-286-5700. Q: How do I open an account?
A: To turn on water service, please contact customer service at 1-800-286-5700. Please have the following information available:

  • Service address
  • Name(s) to appear on the account
  • Telephone number(s)
  • The date you want service to begin. (No weekends or holidays)
  • Notification if you are buying or renting the property
  • If you are renting, please complete a Billing Authorization Form.

Bills for most residential customers are issued on a quarterly basis. Your first bill will be generated the next time we are in your neighborhood reading water meters.

Q: How do I close my account?
A: To close an account, please contact customer service at 1-800-286-5700. Please provide the following information:

  • Your account number or service address
  • The date service should be taken out of your name (The water may be shut off as early as 8 a.m. on the day you ask to discontinue service unless another party asks to begin service on the same day)
  • Your mailing address for the final bill
  • A current daytime phone number

Our Field Service representative will be at the service address on the date requested, between the hours of 8 a.m. and 4:30 p.m. If a new customer has called to request service at this address, the service person will leave the water on and will take a meter reading for billing purposes. Otherwise, the service will be turned off for a fee of $40.

A final bill will be mailed after your final meter reading, or may be available at the time your account is closed.

Q: How often do you bill?
A: Residential customers are billed every three months, while some of our larger business and commercial customers are billed monthly.

Q: Why is my water bill higher than I expected?
A: Quite often higher bills are the result of increased water usage. Adding water using appliances, i.e. a washer or dishwasher, watering a new lawn, filling a swimming pool or using an irrigation system can increase your water usage significantly.

If you have not had any water usage changes of this nature, then you should check your property for leaks. Our Leaks Cost Big Dollars Fact Sheet provides information on how to find a leak and explains how much water is wasted by leaks.

It is also possible that the bill covers additional days of use if your meter reading was not exactly 90 days after your last reading. Also if your past bill(s) may have been estimated (see What is an ‘estimated’ bill? below) and that your current bill is based on an actual reading that will include water usage above the amount estimated. If you have questions about your bill or water usage, please call our Customer Service department at 1-800-286-5700.

Q: Can you give me some tips to save on my water bill?
A: Connecticut Water has a Web page dedicated to indoor and outdoor water conservation. There you will find tips and our Water Calculator which will help you see how you can save water in and outside your home.

Q: How do I read my bill?
A: Visit our How to read your bill Web page which provides an explanation for the line items on our bill. If you still have questions, please call Customer Service at 1-800-286-5700.

Q: What is an ‘estimated’ bill?
A: A bill is estimated when we have not been able to get an actual meter reading. There are several reasons why your bill may be estimated:

  • If the meter is located inside your home, we may not have access or the equipment that allows us to read the meter from outside doesn’t work
  • Your meter pit may be blocked or covered
  • The meter may be damaged
  • Water meters operate like a car odometer. If one dial is between digits when the meter reader is there to take a reading, that reading may not be accepted. This is a temporary situation, and it is unlikely to occur on a regular basis.
  • Possible failure of the meter reading equipment

If the meter reader left behind a meter reading card because we were not able to gain access to the meter, please follow the card’s instructions for taking the meter reading yourself. This will allow us to issue you an adjusted bill. This information can be mailed, or phoned in any time at 1-800-286-5700.

It’s also important to make sure the area near your meter pit or the outside meter reading device is clear of debris and vegetation. If you notice the outside reading device is damaged, please call us at 1-800-286-5700 to schedule a repair.

Q: How can I pay my bill?
A: You can pay your bill online, at convenient retail locations and over the phone. ways:

  • Pay your Bill online with a debit or credit card (MasterCard or Visa) or checking account.  You can also enroll in E-Billing, set-up automatic payments of your water bill and view account information.
  • Pay by mail with a personal check in the envelope provided with your bill. Please remember to write your account number on the check and include your bill payment stub to ensure your payment is applied to the correct account.
  • A check issued from your bank to our lockbox processor. These payments are not always made immediately. For quicker payment, you may want to pay directly from our Web site. By paying online, the amount due will be withdrawn from your checking account and credited to your water account within two business days.
  • Pay your bill at many convenient retail locations. A service fee applies. Find a convenient retail location near you .
  • Pay your bill over the phone with a debit or credit card (MasterCard or Visa) by calling our customer service staff during normal business hours (Monday through Friday from 8 AM to 4:30 PM, except holidays) at 1-800-286-5700.

Q: If I leave my home for the winter, should the water be shut off?
A: It all depends on your heating system and how long you will be away. We recommend you contact your plumber to see if your home’s interior pipes and fixtures need to be winterized. This is especially important if you have a hot-water heating system.

If your heat will be shut off for an extended period of time and the plumber drains and winterizes the system, please call us and schedule to have your water service shut off at the street. There is a turn on/turn off fee associated with this work. However, it may be needed to prevent the pipe that brings water into your home from freezing.

If you decide to leave the heat on while you’re away, it’s best to set your thermostat no lower than 55 degrees and have someone check to make sure your heating system is operating properly.

If you have any questions, please call one of our Customer Service representatives at 1-800-286-5700.