Frequently Asked Questions
Review some of our most commonly asked questions.
Billing & Account FAQs
You first need to determine if we provide water service at your location. Check out our territory map to see if Connecticut Water services your town. If so, call us at 1.800.286.5700, Monday - Friday 8AM - 4:30PM.
To turn on water service, please contact customer service at 1.800.286.5700 Monday - Friday, 8:00am - 4:30pm. 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, unless you are a tenant switching over service.)
- 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.
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 $43.
A final bill will be mailed after your final meter reading.
Residential customers are billed every three months, while some of our larger business and commercial customers are billed monthly.
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) were 'estimated' and your current bill is based on an actual reading than it will include water usage above the amount estimated on the past bill(s). An explanation of an 'estimated' bill can be found below.
If you have questions about your bill or water usage, please call our Customer Service department at 1.800.286.5700.
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.
Pay online at Invoice Cloud
- 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 personal check by using the envelope provided by CWC on 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.
Connecticut Water Co.
P.O. Box 981015
Boston, MA 02298
Pay by cash at many retail locations
- Pay by cash, in person at many convenient retail locations (including Stop & Shop, Price Chopper, Shop Rite, Big Y, Kmart, Walmart and Rite Aid). See below to locate nearest retail location. Please note that there is a service fee collected by the retailer for this service so be sure to ask the amount of the fee before paying your bill.
- Store finder for Big Y, Price Chopper, Shop Rite, Stop & Shop, Rite Aid and other retailers participating in Western Union's 'Bill Pay' program. Make sure you check the 'Bill Pay' box before searching for the nearest location. Only cash is accepted at these locations and customers will need their Connecticut Water statement the first time customers pay at one of these locations.
- Store finder for Kmart and Walmart and other retailers participating in CheckFreePay. Customers will need cash or a PIN based debit card and your Connecticut Water bill statement. Credit cards are not accepted. Customers can use their credit card to make a payment by calling our customer service center during normal business hours at 1-800-286-5700. for Big Y, Price Chopper, Shop Rite, Stop & Shop, Rite Aid and other retailers participating in Western Union's 'Bill Pay' program. Make sure you check the 'Bill Pay' box before searching for the nearest location. Only cash is accepted at these locations and customers will need their Connecticut Water statement the first time customers pay at one of these locations.
- Store finder for Kmart and Walmart and other retailers participating in CheckFreePay. Customers will need cash or a PIN based debit card and your Connecticut Water bill statement. Credit cards are not accepted. Customers can use their credit card to make a payment by calling our customer service center during normal business hours at 1-800-286-5700.
*Kmart and Walmart accept PIN Based Debit cards. No retail locations accept credit cards
Pay by phone with Credit/Debit card, checking account, Apply Pay or Google Pay
- Call 1.800.286.5700
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.
Our offices are not open to the public.
Please make an appointment directly with the employee you have business with to schedule a meeting. Our call center is available from 8:00am - 4:30pm.
Payments are not accepted at any of our locations.
Routine Customer Service Inquiries and 24 hour Emergency Service: 1.800.286.5700
If you have a question about your water, your service or your bill, please contact us:
By phone: 1.800.286.5700
Mail: Clinton Main Office, 93 West Main Street, Clinton, CT 06413
Water Quality FAQs
Ice cubes made from tap water are seldom perfectly clear, for a perfectly good reason: The water contains dissolved calcium and other naturally occurring minerals. When the water is frozen, the minerals turn into harmless solid white particles that make the water appear cloudy.
Reddish or rusty water is a common result of older pipes in your home. When water stands in the pipes for long periods of time (including overnight), fine particles of rust may accumulate. Another possible cause may be a rusting hot water heater. The problem can easily be solved by letting the water run for a few minutes to clear out the pipes. Rusty water is not a health hazard, but you may want to avoid doing laundry with the rusty water to avoid staining.
Chlorine is a naturally existing element that is used to disinfect drinking water supplies to prevent waterborne diseases such as cholera, typhoid fever, and dysentery. The Connecticut Public Health Code requires that chlorine be added to all reservoir water supplies. Groundwater supplies may also be chlorinated. Chlorine has residual properties that allow it to continue disinfecting as water travels from the treatment facility to your home. Chlorine has been added to disinfect drinking water in America since about 1900.
We add as little chlorine as possible to our water while still maintaining an adequate level for disinfection. We work to maintain a chlorine level in our distribution system of one part per million. However, we understand that some customers object to the taste and smell of chlorine even in small amounts. Fortunately, the taste and smell of chlorine can easily be removed by refrigerating tap water in a sealed container, preferably glass. Some plastic bottles can add their own taste to the water. Having a bottle of ice water in the fridge also helps conserve water because you don’t have to let the tap run for the water to get cold.
Chlorine reacts with organic material naturally present in water supplies and creates new compounds known as disinfection by-products “DBPs”. The U.S. Environmental Protection Agency (EPA) currently regulates a group of DBPs known as Trihalomethanes. Animal research using high concentration of DBPs suggests a link to a high risk of certain types of cancer. The EPA has not been able to link exposure to DBPs at low concentration levels with the health risks associated with concentration level exposure.
The water we provide to you has very low concentrations of DBPs and does not represent a significant risk of exposure to these compounds. Research on the relationship between DBPs and cancer and other health risks is ongoing. However, the disease prevention benefits far outweigh the risks associated with chlorinated drinking water.
Some alternatives to chlorine are being used, but there are concerns associated with them. Chloramine, a chlorine related compound, is a weak disinfectant, so greater concentrations of it are needed to do the job. Ozone is popular in Europe, but it doesn’t have the same residual properties to disinfect all the way to the tap that chlorine does. Ultraviolet light disinfects without chemicals, but it is not effective for killing the organisms that cause Giardiasis and Cryptosporidiosis. There is no perfect alternative to chlorine.
"Rotten egg" smells may be caused by a problem in your hot water heater. Magnesium anodes used in hot water tanks to prevent corrosion sometimes generate bad smelling gasses. The odor usually occurs early in the morning and only with your hot water. This smelly problem may be easily fixed by replacing the magnesium anode with one made from an aluminum alloy. Before replacing the anode, be sure the odor is coming from the hot water and not from the sink drain or garbage disposal. If you have any questions about repairs, contact a plumbing professional.
During the summer, when the air is much more humid and hot, we typically receive an uptick in calls with questions about pink, black and red staining in toilet bowls.
There is a common misconception that these stains, slimes, rings, or residues are caused by the water from your distribution system. The source is not the water but is airborne spores of naturally occurring, common, household molds and mildews that thrive in moist, humid, or damp environments. The airborne spores feed on human products that contain phosphates and fats such as soaps, gels, shampoo, cosmetics, toothpastes, personal care products, and human waste products.
Controlling ventilation, moisture, dampness and humidity, coupled with frequent and routine cleaning (including drains), will help control the growth and spread of these airborne molds and mildews.
Connecticut Water Company understands that some customers prefer that their drinking water be fluoridated while others do not. The primary benefit of drinking water fluoridation is reduced risk of tooth decay in children. It is Connecticut Water’s policy to fluoridate only when required by state law. Connecticut Water believes the decision to fluoridate public drinking water is a public health issue best decided by state and federal health officials.
The Connecticut Department of Public Health (DPH) requires public water systems serving 20,000 or more people to add fluoride to drinking water. This is based on the number of people served by a particular water system within the company and not the entire population served by the company. Connecticut Water complies with this requirement in all of our systems serving 20,000 or more people.
For information on your water system or your system's Water Quality Report.
Our surface and ground water sources from lakes, rivers and wells, are excellent sources of drinking water. With over 6000 lake and ponds, Maine has some of the best water sources in the country. We use various treatment methods and monitor treatment to ensure we deliver safe drinking water to your tap every day.
The disinfection of public water supplies is one of the most important functions of a public water system operation. Meeting disinfection requirements of the Safe Drinking Water Act regulations has all but eliminated typhoid, cholera, and dysentery in our country. Today’s regulations require that we treat and test, not only for elements that cause water-borne diseases, but also for a host of other potential hazards.
Disinfection of drinking water is one of the major public health advances in the twentieth century. In the early 1900s, typhoid and cholera were common throughout American cities; disinfection was a large factor in reducing these epidemics. Chlorine was the preferred disinfectant back then and continues to be the most widely used substance for water disinfection in the United States.
Safe drinking water has played a key role increasing human life expectancy from about 45 years in the early 1900s to about 76 years at present. Since disinfection of public water supplies began, there has been dramatic decline in infant mortality rates and the virtual elimination of cholera, typhoid fever, dysentery and gastroenteritis, as well as many other waterborne diseases which once killed tens of thousands of Americans.
When water looks milky or cloudy when pouring from the faucet, it is likely due to air being released from the water. This mostly happens in the winter and is usually noticed more in the hot water.
Water from lake and river sources holds more oxygen in winter months because the water is cold and air is more soluble in cold water. Similar to soda, when the water is warmed up it will release the air more readily. As water travels from the treatment plant where it is fresh, cold and under pressure from the pumps sending it to the system of pipes throughout the community, it holds most of the air trapped in the water.
Upon entering your home it warms up (especially if it goes to the hot water system). When drawing the water from the faucet, the pressure is reduced and air is released, similar to opening a bottle of soda. This will look like milky water and if you let it set for a few minutes, the air rises to the top and oxygen is released into the atmosphere.
There is no reason for concern and you can use your water as you normally would.
Air can get trapped in your home plumbing and will find its way to the highest points in the plumbing as air rises. Starting with the cold water, from the lowest level of your building and working up to the top floors, flush the sink faucets, showers, and utility sinks. It is helpful to remove the aerators on the ends of the sink faucets when flushing, if present. It is also helpful to run the water as hard as possible without causing the sink to overflow. Trapped air can take a few days to work its way out but regular use should help.
Tap water must be treated first to remove disinfectants for use in aquariums. Consult your local pet store for further information.
Water hardness is a calculation of calcium and magnesium, essential nutrients found in water. As they do not pose a risk to public health and the CT Department of Public Health does not require the posting of these values, water hardness evaluations are not included in annual water quality reports. There may be slight seasonal variations in the hardness of the water delivered to your tap based on which water sources are serving your home at the time. It is the prerogative of each customer to determine their own needs as it pertains to water hardness. An estimate of hardness in your area of our distribution system can be provided by our customer service or water quality professionals.
Connecticut Water has an extensive program of water quality protection that includes land ownership, watershed inspections, and source water quality monitoring. In addition, regular water quality testing is done in all of our water systems and continues to show that the water delivered to our customers is in compliance with state and federal drinking water standards and is safe to drink. Our water quality testing data is regularly reviewed for potential changes or trends and any customer water quality complaint is escalated to professionals in our water quality team.
Water quality reports that detail information on the results of water quality testing done in your town, include information about the company’s water systems along with source-protection measures, are made available annually to all of our customers here.
Connecticut Water has an extensive program of water quality protection that includes land ownership, watershed inspections, and source water quality monitoring. These programs are overseen by the State of Connecticut Department of Public Health. Further, Connecticut is the only state that prevents water bodies that have sewer treatment plant discharges, or receive other waste discharges, from being used as drinking water supply sources.
In addition to limiting our supplies to quality sources with source protection measures, we also have a comprehensive approach to control lead in our water systems. This approach includes sampling and chemical addition in our treatment and distribution systems for corrosion control to maintain water quality and protect our customers from the potential for lead to enter their drinking water. We have a program in place, as required under Federal law, to minimize the potential for lead to enter your drinking water.
Lead typically enters drinking water as a result of corrosion, or wearing away, of materials in household plumbing containing lead. These materials include lead-based solder that in the past had been used to join copper pipe, brass and chrome-plated brass faucets, and in some cases, the service line that connects your house to the water main, if the pipe is made of lead.
In 1986, Congress banned the use of lead solder containing greater that 0.2% lead, and restricted the lead content of faucets, pipes and other plumbing materials to 8.0%, however the internal plumbing in older homes may still contain lead piping. In homes where there is still lead in internal plumbing and fixtures, under certain pH conditions, lead may dissolve into the drinking water after it has sat in the internal plumbing for some time. As such, sampling under our lead and copper program intentionally focuses on homes with older plumbing and samples are taken with the first water drawn from the tap in the morning.
We monitor for lead from customer’s homes to confirm that the chemical treatment processes remain effective. In instances where the lead in a customer’s home is above the action level set by Federal Standards (15 part per billion), we notify the customer right away. If 10% or more of the samples collected from a public water system are above the Federal Standards we notify all customers within the service area.
Nearly everyone has low levels of PFOS and PFOA in their blood, likely from their widespread use in consumer products and food packaging.
PFAS can remain in the human body for a long time, and can build up over time. Because of this, even low levels in drinking water can be a health risk if exposure is long term, but having PFAS exposure or PFAS in your body does not mean you will necessarily have health problems now or in the future.
The advisory guidelines by the EPA and DPH are set based on daily exposure to the most vulnerable consumers. If you are a sensitive consumer, including pregnant women, nursing mothers and infants, you may choose to minimize your exposure by not drinking water that has found PFAS in water quality testing. Please be advised, however, that PFAS have been found in some bottled water. Ensure that your bottled water supply is PFAS-free or that you’re utilizing additional at home water treatment measures, as outlined below.
If you are concerned about your exposure, you may want to use tap water with non-detect PFAS levels for drinking, cooking, and making infant formula. Even though the risk is very low, you may also want to use water with non-detect PFAS levels for brushing your teeth, washing produce, and cleaning items like dentures or pacifiers. Bottled water has also been found to contain PFAS; please check with the bottled water brand and/or your physician.
It is okay to bathe and shower in water that contains PFAS, as these compounds are not well absorbed through the skin. Boiling water does not lower PFAS levels and is not recommended as it may slightly increase the concentration of PFAS in the water.
You can also use an at home water treatment system that is certified to remove PFAS by an independent testing group such as National Sanitation Foundation (NSF), Underwriters Laboratories (UL), Water Quality Association or the CSA group.
If you have specific health concerns related to PFAS exposure, consult your doctor or health professional.
Yes, water supplied by Connecticut Water is in compliance with all state and federal drinking water standards. If there are further requirements for PFAS testing or additional information becomes available on the health considerations or drinking water standards for PFAS, we will communicate to customers.
As EPA, DPH, and the Connecticut legislature develop further testing protocols, assessment guidelines, and standards, Connecticut Water will continue to meet any requirements for monitoring and testing of our systems.
The Water Infrastructure and Conservation Adjustment (WICA) is an interim rate adjustment that covers the costs of replacing existing water system infrastructure. These small, semi-annual adjustments improve service to customers and level-out the impact on customer rates.
The WICA charge enables Connecticut Water to accelerate the replacement of aging water system infrastructure (like water mains) and sustain valuable resources. It ensures that future generations of customers continue to have reliable water service. Meanwhile, investments in these infrastructure projects supports economic development and creates jobs.
The Public Utilities Regulatory Authority (PURA) reviews completed projects and their costs before authorizing a WICA charge on customer bills. The WICA charge may be adjusted semi-annually as a percentage of the amount billed for the Basic Service, Water Usage and other miscellaneous service charges. WICA charges are not applied to interest or Linebacker fees.
Connecticut Water maintains an Infrastructure Management Plan for the 1,700+ miles of water main in our systems. We track the age and condition of water pipes, the frequency of main breaks, leakage and lost water, and the fire protection needs of the community in determining what water mains to replace when. We also consider the timing of municipal projects (like road paving) to see if there are opportunities for cost savings and commuter convenience by coordinating work with other projects.