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COVID-19 Frequently Asked Questions

Q: Is COVID-19 affecting Connecticut Water’s ability to provide clean, safe drinking water?
 Q: What is Connecticut Water doing about the Coronavirus/COVID-19?
 Q: Can I get COVID-19 from tap water?
 Q: Do I need to boil my drinking water?
 Q: How does COVID-19 (coronavirus) spread?
 Q: What if I or someone in my household has COVID-19, cold or flu-like symptoms and I have a scheduled field service appointment?
 Q: What if I have a question on my account or want to make a payment?
Q: What should I do if I have a financial hardship and can’t pay my water bill?
 Q: Where can I get more information on Coronavirus/COVID-19?

Q: Is COVID-19 affecting Connecticut Water’s ability to provide clean, safe drinking water?

We continue to provide clean, safe drinking water.

We have well established emergency contingency and business continuity plans that anticipate illness outbreaks and other situations that could affect our operations. As result of this prudent planning, the vast majority of workforce is able to work remotely, minimizing their risk of catching COVID-19, while being able to perform their normal duties.

Further, following Governor Lamont’s ‘Stay Safe, Stay Home’ executive order issued on March 20, 2020, Connecticut Water has suspended all non-emergency construction activity until further notice. This includes water main replacement projects and other planned capital improvements. Our personnel will continue to perform essential construction activity, such as the repair of water main breaks that are needed to continue to provide a reliable supply of safe drinking water to customers and the community.

By limiting the interaction of our employees with the community for work that can be postponed, we are further reducing the risk that these “mission-critical” employees will impacted by COVID-19, whether it be through contact with an infected person or development of symptoms – either of which would require a self-quarantine.  

Q: What is Connecticut Water doing about the Coronavirus/COVID-19?

Connecticut Water is carefully monitoring the state and national advisories regarding COVID-19. Connecticut Water has taken precautionary steps to protect the health of our employees.

  • All employees who are able to perform their work from home are doing so. We ask that customers conduct their business with us by phone, email, or online.
  • We have shared with our employees the preventative measures provided by the US Centers for Disease Control and Prevention (CDC) on how they can minimize the risk of catching COVID-19.
  • We have robust emergency operations and business continuity plans that include the possibility of a pandemic, and we have already and will continue to update them for COVID-19, as necessary, to meet our service obligations to customers and communities.
  • Some of our employees must continue to work in the field to perform their duties to maintain water service and water quality, such as water main flushing, water main construction, meter reading, water quality testing and treatment and water system operation. We are asking employees who have direct customer contact to practice social distancing, such as avoiding handshakes and wearing disposable nitrile gloves while in customers' homes. We also ask that you be mindful of social distancing (keeping at least 6 feet away) if you see our people in the field or in your home.

Q: Can I get COVID-19 from tap water?

The United States Environmental Protection Agency (EPA) recommends that Americans continue to use and drink tap water as usual. The World Health Organization (WHO) has stated that the, “presence of the COVID-19 virus has not been detected in drinking-water supplies and based on current evidence the risk to water supplies is low.”1 Additionally, according to the CDC, COVID-19 is mainly thought to spread between people who are in close contact with one another. Further, EPA’s drinking water regulations require treatment at public water systems to remove or kill pathogens, including viruses.

Connecticut Water surface water, or reservoir sources, use filtration and a disinfectant to treat water before it is delivered to customers. Water from groundwater sources, or wells, is filtered naturally as it passes through the soil.

Q: Do I need to boil my drinking water?

No. Boiling your water is not required as a precaution against COVID-19. The United States EPA recommends that Americans continue to use and drink tap water as usual.

Q: How does COVID-19 (coronavirus) spread?

According to the Centers for Disease Control (CDC), the virus is thought to spread mainly from person-to-person.

  • Between people who are in close contact with one another (within about 6 feet).
  • Through respiratory droplets produced when an infected person coughs or sneezes.

These droplets can land in the mouths or noses of people who are nearby or possibly be inhaled into the lungs.

  • People are thought to be most contagious when they are most symptomatic (the sickest).
  • Some spread might be possible before people show symptoms; there have been reports of this occurring with this new coronavirus, but this is not thought to be the main way the virus spreads.

It may be possible that a person can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes, but according to the CDC “this is not thought to be the main way the virus spreads.”

Q: What if I or someone in my household has COVID-19, cold or flu-like symptoms and I have a scheduled field service appointment?

We ask that you consider rescheduling the appointment for a later date. We are committed to the health and wellbeing of our employees and customers and keeping our employees out situations where the virus may be present will help to prevent the further spread of the coronavirus.

If you or someone in your household has COVID-19, or is suspected of having COVID-19 based on an exposure or recent travel, please call and reschedule the appointment for a later date after the quarantine period has ended. 

Q: What if I have a question on my account or want to make a payment?

The following options are always available for most water account needs:

Leaving payments at, or mailing directly to, our office may delay the payment being posted to your account.

Q: What should I do if I have a financial hardship and can’t pay my water bill?

We are ready to work with any customers who may be facing financial hardships to set up deferred payment arrangements or provide assistance with our H2O Customer Assistance program. Please call us at 1-800-286-5700.

  • We have halted shutoff for nonpayment and restored service to those that were previously shutoff for nonpayment so that they will have tap water for hand-washing and hygiene.
  • Disconnection calls have been suspended. If you receive a call demanding payment over the phone or your water service will be shutoff, it is a scam and should be reported to us and local authorities.

Q: Where can I get more information on Coronavirus/COVID-19?

There are several helpful links on the Centers for Disease Control website: www.cdc.gov