COVID 19 Customer Update

April 10, 2020
To Our Customers,

We wanted to share an update on our continued commitment to providing excellent, first-rate water and sewer service during the COVID-19 pandemic.  Here are some answers to the questions we’ve received in our customer service office and on social media.

Is our water safe to drink? Yes, water is safe to drink.  According to the Center for Disease Control, there is no evidence that COVID-19 is present in or is being transmitted by drinking water supplies.

What if I can’t pay my bill?
Your monthly bill is still due for the services that we have rendered.  We encourage customers to continue to make payments on their bills.  We realize that it may be difficult for some of you.  If you find that you can’t, please call our customer service office at 419-354-9090 Option 2 weekdays between the hours of 8 a.m. and Noon or email onlinebilling@nwwsd.org to discuss your account.  If you call our Customer Service office and your call is not answered right away, please leave a detailed voice mail with your name and service address, and your call will be returned as soon as possible.

Will you shut off my service if I can’t pay my bill?
We are committed to providing water service to all customers throughout this crisis.  The District has suspended all water service shut-offs until further notice.  We are also suspending late fees at this time.

 What if there is a water or sewer emergency?
Our after-hours service commitment will continue throughout this crisis, just as it always has. We have at least one licensed operator on call 24/7/365 to respond to after-hours emergencies. Contact your county Sheriff’s dispatch for assistance after hours.

What steps are you taking to ensure your essential employees are safe?
We have taken recommended measures to ensure the safety of our employees including social distancing, staggering the shifts of working crews, proper PPE for wastewater operators and more.  As we find out more about COVID-19, we update our recommended procedures.

Will this impact future rates?
At this time, honestly, we do not know the answer to this question.  We have begun all cost-saving measures while maintaining our essential water and sewer services.  Our honored and dedicated finance, grant, and legal team are seeking any and all federal loan opportunities and grants throughout this crisis.  We continue to work with public utility lobbyists at the state and federal levels for assistance.  We will keep you updated.

Again, these are just a few questions that we have received, I am sure there are many more.  We are here for you and we ask you to check our website nwwsd.org for regular updates.

Stay safe and healthy,

Jerry Greiner
President