Charlotte Water Response to COVID-19

As the community’s primary provider of drinking water, Charlotte Water realizes the vital service we provide to the community. As such, the utility has taken the following steps in these unprecedented times to further prioritize uninterrupted safe, reliable and clean drinking water service for the health and welfare of our residents.

Discontinue Service Disconnections – On March 12, Charlotte Water discontinued service disconnections due to non-payment. Those customers who were disconnected at the time have since been re-connected. Customers should continue to make payments to avoid higher bills later.

Suspend Collection of Late Fees – On March 23, Charlotte Water suspended assessment of late fees associated with delinquent accounts in order to further reduce any hardship on customers. Customers who need assistance paying their Charlotte Water bill can contact 311 (704-336-7600) to learn about payment arrangement options as well as other community resources available to assist. Customers can also visit charlottewater.org to review available payment methods.

Shift Work Priorities – In a heightened effort to maintain constant water service, Charlotte Water has reassigned crews to focus on work that will cause the fewest interruptions in water service to customers. Steps taken to avoid service outages include:

  • postponing non-critical work,
  • installing temporary water connections where possible,
  • delaying low priority leak repairs, and
  • performing other important work that doesn’t require a water service outage.

Only in the most extreme cases of emergency and public safety is Charlotte Water doing work that would cause a temporary water service outage. In those instances, we are minimizing the outage duration and providing bottled water to the affected customers. Where practical, overnight work is also considered.

The steps taken by Charlotte Water allow the utility to comply with current NC Executive Orders, to keep contractors and employees working on important infrastructure maintenance, and, most importantly, to provide a service so critical to our community right now.

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