AN UPDATE TO OUR RESPONSE ABOUT COVID-19
At Virginia American Water, we remain committed to keeping you informed as we continue our work to deliver clean, safe and reliable water and wastewater services to you during the COVID-19 public health emergency.
WE HAVE A PLAN
Virginia 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 to deliver drinking water service that meets water quality standards, providing wastewater services in our Prince William District 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. 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.
WE KEEP SERVICE FLOWING
Over time, you may see Virginia American Water field service representatives and crews performing needed tasks to keep our operations running. However, for the safety of our employees and our customers, we have suspended and/or scaled back other non-emergency work for the time being. Virginia 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 are able to 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 – We have restored water service to customers who were previously shutoff for non-payment. This includes customers whose water service was turned off for non-payment of sewer service, even if Virginia 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 800-452-6863 to discuss your eligibility to enter into a payment arrangement. In addition, Virginia American Water’s H2O Help to Others Program™ offers grants of up to $500 per year for customers who qualify. Grants are funded through a corporate donation as well as customer and employee donations.
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.
PROTECTING YOU FROM SCAMMERS – We have suspended shutoffs during this public health emergency. If you are contacted by a person claiming to represent Virginia American Water and they are threatening to shut off your service, please hang up and call us directly at 800-452-6863.
HELPING OUR COMMUNITIES – 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.
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.
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.virginiaamwater.com.
Stay healthy and safe. Thank you.