New Jersey American Water Salem City

WELCOME TO NEW JERSEY AMERICAN WATER.
WE’RE PROUD TO BE YOUR NEW WATER AND WASTEWATER SERVICE PROVIDER.

New Jersey American Water will complete the acquisition of the City of Salem's water and wastewater systems on June 25, 2024. We have been providing high-quality, reliable water service to our customers for more than a century, and we’re committed to delivering that same standard of excellence to you.

You’re in good hands.

Our focus is to provide you with safe, reliable water and wastewater service – and we have the people and technologies in place to get the job done right. As our valued customer, we wanted to share with you some information about the services we provide, as well as some changes that will be taking place over time.

About your rates.

As part of the sale agreement, New Jersey American Water committed to adopting the City of Salem’s water and wastewater rates for a minimum of two years and will not increase rates more than three percent per year over the following three years. New Jersey American Water is regulated by the New Jersey Board of Public Utilities and any future proposed changes in rates will be subject to extensive review and approval. To learn more, visit Your Water and Wastewater Rates page.

We’re transitioning you to monthly billing.

Previously, the City billed most customers bi-annually or monthly for water and wastewater service. Beginning in July, we’ll be transitioning all customers to monthly billing. Monthly billing makes it easier for customers, especially those on fixed incomes, to include the cost of water and wastewater service in their monthly household budgets.

Here’s how the billing transition will work: The City’s final bill may be prorated and will cover service through midJune 2024. New Jersey American Water will begin billing you for water and/or wastewater service in July or August 2024, depending on when your meter is read. The first bill will be prorated and cover water and/or wastewater service charges from the City’s final billing through New Jersey American Water’s first meter read date. You will be billed monthly thereafter.

Please note: The City of Salem cannot accept payments on our behalf. If you prefer to pay in person, New Jersey American Water has agreements with several authorized payment locations across the state. Here’s the closest location: WAL-MART, 709 South Broadway, Pennsville. For a complete listing, visit our In Person Payment Locations page. 

Additional benefits of being a New Jersey American Water customer.

  • Regular investment in our water and wastewater systems. We regularly evaluate our systems and facilities, prioritize projects and then make necessary capital investments to help improve service. Statewide, we invested more than $507 million in 2023 alone to improve the water and wastewater treatment and pipeline systems. Locally, New Jersey American Water plans to invest more than $50 million in water and sewer system improvements in the first 10 years of ownership, including the construction of permanent treatment to address the presence of PFNA in the water supply. We will also replace any lead service lines in the water system.
  • High-quality service. Our team of water and wastewater experts and licensed operators has an exceptional track record when it comes to meeting regulatory requirements. With New Jersey American Water’s strong reputation for leadership, innovation and expertise, we have what it takes to meet the needs of your community.
  • Emergency notification system. We use a notification system to quickly alert customers via phone, text and email when emergencies occur. Visit amwater.com/mywater to choose how you want to be notified and to update your contact information. You can also report an emergency online at emergency.amwater.com or through MyWater.
  • Paperless Billing and Auto Pay. Enroll in Paperless Billing, and we’ll notify you by email when your bill is available to view online. Take it one step further and sign up for our recurring Auto Pay. With Auto Pay, your bill will be paid on time, every time, automatically on the due date. No stamps required. You can choose to have your monthly bill automatically applied to your credit card or deducted directly from your checking or savings account. It’s easy to enroll online using our self-service tool MyWater at amwater.com/mywater. All you need is your account number, which you will receive with your first bill.
  • Commitment to our customers and the environment. We promote wise water use, support environmental programs and offer water experts to speak to your school, civic and neighborhood groups.
  • A helping hand for customers in need. Through our H2O Help to Others Program™, we offer financial assistance to help customers who qualify pay their water and/or wastewater bill. For more information or to see if you qualify, visit newjerseyamwater.com/h2oprogram, or contact our program administrator New Jersey SHARES, toll-free, at 1-877-652-9426 (1-877-NJAWH2O).

We’re here to answer your questions.

Our customer service representatives are available to answer your questions at 1-800-272-1325, Monday through Friday from 7 a.m. to 7 p.m. For emergencies: we’re available at this number 24/7.

You can also access MyWater anytime to view and pay your bill, track water use, and sign up for paperless billing and more. Visit amwater.com/mywater to register. It’s that easy. Be sure to have your account number handy.

It’s a privilege to serve you.

We are excited to be your new water and wastewater service provider. We also invite you to check out other pages on our website and like us Facebook.

Salem City's 2023 Water Quality Report is Available

Each year, water utilities produce a Water Quality Report to let customers know how the water quality stacks up against established federal and state drinking water standards. We were not your water service provider last year; however, we have posted a copy of Salem City’s 2023 water quality report here for you to review. We encourage you to review this report, because it provides details about the source and quality of the drinking water delivered to your community. For landlords, businesses, schools and other groups, please share this information with tenants, students and other water users at your location who are not billed customers of New Jersey American Water.

ABOUT OUR LEAD AND COPPER SAMPLING PROGRAM

We're proud to be your new water service provider and want you to know we are committed to providing youwith safe, reliable water service. As part of this commitment, we wanted to make you aware of our Lead and Copper Sampling Program. Best of all, if you qualify, you can earn $50 for 15 minutes of your time.

The New Jersey Department of Environmental Protection requires water utilities to perform lead and copper sampling in a certain number of customers’ homes that meet specific criteria. If your property meets the following criteria, you may be eligible to participate in the program. We conduct sampling for this program June through September, so if you think you qualify, the sooner you apply the better!

Homes or building must meet the following criteria to be eligible: 

  • Single family home with a verified lead service line
  • Multi-family buildings with verified lead service
  • Certain single family with verified galvanized service line
  • Single family homes OR buildings with copper pipes with lead solder that were installed before February 1987

Starting Monday, July 15, 2024, our local, qualified contractor, CDM Smith, will begin canvassing identified homes to confirm internal plumbing material to confirm eligibility for the program. Our qualified contractors will carry official company photo I.D. badges and wear logoed, high visibility vests. Our employees and contractors never collect money or credit card information from customers in the field.

Please note, homes or businesses that have an in-home water treatment device installed, such as a water softener or a whole-house filter, would NOT quality to participate in this program. 

If you think you qualify for the program, visit and complete this form to apply.

Participation is voluntary. If selected, we would not need to enter your home again after we perform an initial inspection of interior plumbing. We’ll deliver a water sample kit to you with instructions. On average, it takes customers less than 15 minutes. Once completed, we’ll schedule a time to pick up your water sample. After we analyze your water sample, we’ll share the results with you. Learn more about our Lead and Copper Sampling Program and review our full frequently asked questions about the program at newjerseyamwater.com/leadsampling.

NEW JERSEY AMERICAN WATER CITY OF SALEM'S WATER AND WASTEWATER SYSTEM ACQUISITION Q&A

When did New Jersey American Water acquire the water and wastewater systems?

June 25, 2024

Did it require regulatory approval?

Yes. The New Jersey Board of Public Utilities approved New Jersey American Water’s Petition to provide water and wastewater service in the City of Salem at its May 2024 meeting. 

Does New Jersey American Water plan to invest in the City of Salem’s water and wastewater system?

Yes. We believe in investing in our infrastructure. We continually evaluate our systems and facilities, prioritize projects and then make necessary capital investments to improve service. Statewide, we invest over $500 million annually to improve the water and wastewater treatment and pipeline systems. Locally, New Jersey American Water plans to invest more than $50 million in water and wastewater system improvements in the first 10 years of ownership, including the construction of permanent treatment to address the presence of PFNA in the water supply. We will also replace any lead service lines in the water system. 

Does New Jersey American Water provide water and wastewater service to other areas?

Yes. You’re in good hands. New Jersey American Water is the largest water service provider in the state, serving approximately 2.9 million people in more than 190 communities. We also provide water service to 30 additional communities through bulk purchase water agreements. Our focus is to provide you with safe, reliable water and wastewater service – and we have the people and technologies in place to get the job done right. Plus, we have access to national resources. Our parent company, American Water, is the largest publicly traded water and wastewater utility in the U.S., with extensive experience and a strong reputation for leadership, innovation and expertise in water and wastewater services. 

Are my rates changing as a result of this acquisition?

As part of the sale agreement, New Jersey American Water committed to adopting the City of Salem’s water and wastewater rates for a minimum of two years and will not increase rates more than three percent per year over the following three years. New Jersey American Water is regulated by the New Jersey Board of Public Utilities (NJBPU) and any future proposed changes in wastewater rates will be subject to extensive review and approval. To learn more, visit Your Water and Wastewater Rates page.

NOTE: All other fees for City of Salem customers will be in accordance with the New Jersey American Water tariff approved by the NJ Board of Public Utilities.  

Will future rate changes have to undergo regulatory or governmental approvals?

Yes. New Jersey American Water is a regulated utility subject to governmental review and approval of any changes in rates. Water and wastewater rates are regulated by the New Jersey Board of Public Utilities (NJBPU). The process for any future changes in rates will be open, transparent and comply with all regulations. 

Will I continue to be billed bi-annually or monthly for water and wastewater service?

Previously, the City billed most customers bi-annually or monthly for water and wastewater service. Beginning in July, we’ll be transitioning all customers to monthly billing. Monthly billing makes it easier for customers, especially those on fixed incomes, to include the cost of water and wastewater service in their monthly household budgets.  

Here’s how the billing transition will work: The City’s final bill may be prorated and will cover service through mid-June 2024. New Jersey American Water will begin billing you for water and/or wastewater service in July or August 2024, depending on when your meter is read. The first bill will be prorated and cover water and/or wastewater service charges from the City’s final billing through New Jersey American Water’s first meter read date. You will be billed monthly thereafter. 

If I have a past due amount with the City of Salem, who do I pay that to?

  • City of Salem water and wastewater bill: Any past due amounts for water and wastewater service that were billed by the City of Salem should be paid to the City of Salem. If asked, the address is: City of Salem, 17 New Market Street, Salem, NJ 08079 or paid in person at the same address.  
  • New Jersey American Water water/wastewater bills: Any past due balance for New Jersey American Water’s water and/or wastewater service should be mailed to us or can paid online via MyWater at amwater.com/mywater. City of Salem cannot accept payments on behalf of New Jersey American Water. 

Why is my bill higher than usual?

Previously, there were a number of customers where the City didn’t read the meters and only billed the minimum usage amount. New Jersey American Water will be reading your meter monthly and the bill will be calculated based on actual usage. For example, for a typical residential customer with a 5/8” meter, there are 2,500 gallons included in the minimum usage amount. Usage above 167,000 gallons per month is charged $1.013 per 100 gallons. Usage above the minimum is charged $0.846 per 100 gallons. As a result, higher usage leads to higher usage fees. To assist customers in using water wisely, we provide several conservation tips on our Wise Water Use page

Can I pay my New Jersey American Water water or wastewater bill in person at the City of Salem office? 

No. City of Salem cannot accept payments on our behalf. If you prefer to pay in person, New Jersey American Water does have agreements with several authorized payment locations across the state. See In person section below for the closest locations:

Payment options:  

  • Credit card: You can use your Visa or MasterCard by calling 1.855.748.6066. Note: Our payment partner, Paymentus, charges $1.95 per transaction. Want to avoid the transaction fee? There is no charge to pay by e-check through our web self-service tool, MyWater at amwater.com/mywater. 
  • Online: Visit www.amwater.com/billpay. Note: Our payment partner, Paymentus, charges $1.95 per transaction for e-check, credit card and debit card payments. Want to avoid the transaction fee? There is no charge to pay by e-check through our web self-service tool, MyWater at amwater.com/mywater.
  • Auto Pay: Your bill will be paid on time, every time on the date it is due. No stamps are required. You can choose to have your monthly bill automatically applied to your credit card or deducted directly from your checking or savings account. Please note, there is a $1.95 transaction fee for credit card transactions. You’ll still receive a copy of your bill before the due date, so you will have time to ask any questions before payment.
  • In person: New Jersey American Water has agreements with several authorized payment locations across the state. Here's the closest location: WAL-MART Stores, 709 South Broadway, Pennsville. For a complete listing, visit our In Person Payment Locations page.

If I am a metered water customer, how is my wastewater usage calculated?  

New Jersey American Water agreed to adopt City of Salem’s rates. Therefore, former City of Salem wastewater customers’ usage will be calculated using the actual water usage. 

I’m on a fixed income. Do you have any programs to assist customers?  

Yes, we have a customer assistance program for our water and wastewater customers. For nearly two decades, New Jersey American Water has been assisting residential customers who qualify through its H2O Help to Others Program™ in three ways: 

  • Grants: Customers who qualify may receive a grant of up to $500 to help pay their bill.  
  • Discount on the fixed service charge for water and/or wastewater service for those who qualify.  
  • Water-saving kits 

To qualify for these programs, customers must be at or below 300 percent of the Federal Poverty Income Guidelines. For more information or to see if you qualify, visit www.newjerseyamwater.com/h2oprogram, or contact our program administrator  New Jersey Shares, toll-free, at 1-877-652-9426 (1-877-NJAWH2O).