AN UPDATE TO OUR RESPONSE ABOUT COVID-19
At New Jersey American Water, we remain steadfast in our commitment to keeping you informed as we work to deliver clean, safe and reliable water and wastewater service to you during the COVID-19 public health emergency.
WE HAVE A PLAN
New Jersey American Water has activated our business continuity plan to strengthen our ability to continue to provide reliable, high-quality service to our customers. We continue delivering drinking water service that meets water quality standards, providing wastewater services and protecting our employees and customers during this public health emergency. We are confident that our preparedness efforts and the extraordinary efforts of our employees will enable us to successfully continue operations.
The current health emergency is a rapidly developing and changing situation. We are working to provide our customers and communities with water and wastewater services during this time, all while protecting the health and safety of our employees. Many of our employees are working double duty, not only taking care of you, our customers, but their own families as well. They are dedicated and know the essential service that they provide plays a critical role, given the importance of personal hygiene in preventing the spread of the coronavirus.
WE KEEP SERVICE FLOWING
New Jersey American Water continues to conduct its work in coordination and compliance with all federal, state and local agencies and directives. As evolving conditions necessitate changes to our work practices and procedures, we will do so in a way so that we may continue to provide water and wastewater services.
Below are the actions we have taken to continue to help our customers and communities through this crisis:
KEEPING THE WATER ON
Given the importance of personal hygiene in preventing the spread of the coronavirus, we have suspended billing-related service shutoffs. We will continue to evaluate this suspension period and remain in compliance with state orders. Please note that your water service may be temporarily interrupted for planned and unplanned work that may be performed in your area.
TURNED WATER SERVICE BACK ON
For customers who were previously shutoff for non-payment, we’ve reinstated water service. This includes customers whose water service was turned off for non-payment of sewer service, even if New Jersey American Water is not the sewer service provider.
SUSPENDED LATE FEES
We have suspended late fees until further notice. If you’re experiencing a financial hardship, please call 1-800-272-1325 to discuss your eligibility to enter into a payment arrangement. We also offer financial assistance through our H2O Help to Others Program™ through grants and service charge discounts. Visit our Customer Service and Billing page to learn more.
IMPLEMENTED SOCIAL DISTANCING
As mentioned above, you may see our employees and crews performing work. For your safety and the safety of our employees, we ask that you do not approach our employees. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention. If you have a question, please visit our website, or reach out to us on Facebook or Twitter. Customers can also call us at 1-800-272-1325.
We have suspended shutoffs during this public health emergency. If you are contacted by a person claiming to represent New Jersey American Water and they are threatening to shut off your service, then please hang up and call us back directly at 1-800-272-1325.
HYDRANT FLUSHING - AN ESSENTIAL PART OF OUR SYSTEM MAINTENANCE PROGRAM
New Jersey American Water is continuing our yearly cleaning of our distribution system by flushing our pipes. Flushing is a critical component to maintaining a healthy water system. This is an essential part of our system maintenance program. To find out when we will be flushing in your town, click here.
WE KEEP COMMUNITIES FLOWING
New Jersey American Water and the American Water Charitable Foundation together providing $65,000 in donation to the COVID-19 emergency funds of four organizations in New Jersey. New Jersey American Water donated $15,000 each to Cooper Health Foundation and RWJBarnabas Health Foundation, and $10,000 to Inspira Health, to benefit each health provider’s COVID-19 Emergency Response Fund. Additionally, the American Water Charitable Foundation is providing a $25,000 grant to the New Jersey Pandemic Relief Fund, as part of the Foundation’s community-focused COVID-19 Response Fund.
In addition, American Water and the American Water Charitable Foundation announced a $100,000 contribution to Feeding America to support food banks across the country. The Foundation will also match employee donations to Feeding America, or other eligible organizations, up to $1,000 per employee, in accordance with its matching gift guidelines.
WE'RE HERE TO HELP - CUSTOMER ASSISTANCE PROGRAMS
Sometimes customers face circumstances that stretch their financial resources. New Jersey American Water is here to assist. Please give our Customer Service Center a call at 1-800-272-1325 and our customer service representatives will work with you on a plan to pay the balance of your bill over time. You may also be qualified to receive assistance through New Jersey American Water’s H2O Help to Others Program™, administered by New Jersey Shares. Learn more about the program and if you qualify here.
WE HAVE IMPLEMENTED SOCIAL DISTANCING - VIRTUAL PLANT TOUR AVAILABLE
For employee and customer safety, New Jersey American Water has also closed all internal customer payment locations. Unfortunately, we have also had to suspend all tours of our facilities. However, we are excited to provide a unique opportunity to visit a water treatment plant without having to leave home. Missouri American Water has designed an online, 360-degree virtual tour of its largest water treatment plant that serves St. Louis County.
The virtual tour is intended for educators, students and others interested in learning about the water treatment process. It provides the ability to digitally explore the water treatment plant with pop-up bubbles, videos and photos offering information about the treatment process and the plant itself. Click here to access the tour.
WATER-THEMED ACTIVITIES FOR THE WHOLE FAMILY
We invite customers to take advantage of our fun, educational, water-related activities for kids and parents to do at home. Visit our Water Learning Center, where we offer information, water curriculum and kids activities, as well as a link to our Scholastic partnership website with more activities for children and their families.
MAKE SURE WE CAN REACH YOU IN AN EMERGENCY - UPDATE YOUR CONTACT INFORMATION
Many customers have visited our MyWater customer portal to update their emergency contact information. If you have not done so, please take a moment to ensure your information is accurate.
PROTECT YOUR PIPES, DON'T FLUSH WIPES
With hand hygiene at the top of everyone’s minds and toilet paper in high demand, many households are increasing their use of sanitizing wipes and “flushable” wipes. Please do not flush wipes down the toilet. Flushing wipes, paper towels, or other paper products not intended for use in wastewater systems down the toilet can lead to sewer backups and in-home plumbing issues which may be expensive to repair. Even wipes labeled as “flushable” or “biodegradable” can cause backups for sewer utilities and headaches for homeowners.
“12 Things That Should Never Go Down Your Drain”
ADDITIONAL WATER & WASTEWATER SAFETY INFORMATION
For additional information about the coronavirus and drinking water and wastewater, please visit:
ADDITIONAL CORONAVIRUS INFORMATION
For additional information about the coronavirus, please visit:
We will keep you updated on our actions as this national public health emergency evolves. For more information on our pandemic preparedness and response, as well as customer service options, visit www.newjerseyamwater.com.
Stay healthy and safe. Thank you.