Responding to COVID-19

Providing the reliable service you need during challenging times

At Aquarion, we’ve been closely monitoring COVID-19 and working to proactively address the concerns of our employees and customers. This ensures that we continue to provide the safe, reliable water service that our customers need.

We are a part of the communities we serve across New England, and as a provider of essential water service, are committed to supporting you during this uncertain time.

person washing hands in sink

We develop and update business continuity and pandemic plans on an annual basis and are currently operating under our emergency pandemic plan. Among other things, this allows us to focus our resources where they are needed most—ensuring the delivery of high quality water and service to our customers.

In our operations, we are:

  • Curtailing any nonessential planned work.
  • Making sure all our field resources and support staff continue to be ready in the event of a service disruption not related to COVID-19.

It is also important for you to know that Aquarion Water Company’s drinking water treatment process provides protection that includes filtration and disinfection of our surface water supplies (reservoirs) and disinfection of our ground water sources (underground wells). These treatments are effective in removing and/or inactivating viruses. Our water meets all current federal and state drinking water requirements. For additional information regarding the coronavirus and drinking water, please visit: https://www.epa.gov/coronavirus/coronavirus-and-drinking-water-and-wastewater#main-content

Additionally, measures and guidelines we have put in place for our employees are designed to ensure our workforce remains ready to serve customers and maintain your essential water service.

For our employees, we are:

  • Postponing employee travel, canceling large meetings and business gatherings.
  • Having employees whose job responsibilities allow them to work remotely to do so, reducing the number of employees interacting with each other in person.
  • Creating new procedures—including cleaning protocols—so that employees who must work at our critical facilities can do so safely at increased distances while minimizing risks.

As our customers, we want you to know that:

  • All shutoffs for nonpayment have been suspended.
  • We have online and mobile tools to help you conduct business with us as usual, including customer service agents to speak with by phone. Our customer portal allows you to easily check your account, pay your bill and more at your convenience.
  • The COVID-19 outbreak has led to an increase in scam activity. Be wary of any unsolicited calls that threaten to disconnect your utility service and that demand payment by unusual means. Aquarion will never ask for your personal information over the phone in this manner and does not accept payments via gift cards or other common tools used by scammers.

While this is an evolving situation, we are committed to safeguarding the health and safety of our customers, our employees and the communities we serve, and ensuring that we continue to reliably provide our essential service.


Return to service flushing guidance for business owners

Aquarion Water Company reminds business owners who have closed their buildings during the pandemic to flush building water systems prior to returning to normal use of their tap water. After an extended period of non-use, potable water can become stagnant. By flushing internal/external systems, fresh water is drawn into the building from the company's water mains. Fresh water is constantly flowing throughout Aquarion’s water distribution system.

Please review your region's return to service guidance for internal building water systems.

View Return to Service Flushing Guidelines

Frequently Asked Questions

Answers to common questions about your service and actions we’re taking to protect our customers and employees during this challenging time.

To decrease hardship our customers are facing due to the COVID-19 impacts, we have suspended water shutoffs for nonpayment. Customers with a past-due balance will not receive shutoff notices at this time.

Effective on March 16, 2020, late payment charges will be suspended during this state of emergency.

Effective on March 16, 2020, we will not require security deposits during this state of emergency.
Auto Pay can be turned off at any time by logging into your account at aquarionwater.com, or by contacting our Customer Service Center.
Aquarion Water Company's Customer Assistance Program helps eligible customers who are having difficulty paying their water bills.
The COVID-19 outbreak has led to an increase in scam activity. Be wary of any unsolicited calls that threaten to disconnect your water service and that demand payment by unusual means. Aquarion will never ask for your personal information over the phone in this manner and does not accept payments via gift cards or other common tools used by scammers.

Aquarion is not shutting off water service for non-payment for during this emergency period.
At this time, we are limiting any planned work to essential projects and emergencies only. Brief and targeted water outages may occur only when they are required to perform essential work to ensure the reliability of our water systems. Aquarion will notify affected customers prior to beginning planned work.
For the safety of our employees and customers, we are suspending any nonessential work and appointments that require a service technician to enter a home or come in close, physical contact with other individuals. This includes any planned in-home water meter replacements, site visits, and water main cleanings.

If our work requires that a service technician enter a home or business, we are implementing additional safety measures, including:

  • Asking additional screening questions regarding the health of the individuals at the property, asking customers to report on any recent travel, or potential exposure to Coronavirus.
  • Providing guidance for our employees to maintain a safe distance (minimum of six feet) from customers, avoid handshaking, and advising customers to remain in another room while work is being completed.
  • Using proper protective equipment such as safety glasses and disposable gloves.
Connecticut
Connecticut Department of Public Health

Get the facts you need about coronavirus (COVID-19) from the Connecticut Department of Public Health.

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Massachusetts
Massachusetts Department of Public Health

Get the facts you need about coronavirus (COVID-19) from the Massachusetts Department of Public Health.

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New-Hampshire
New Hampshire Department of Health and Human Services

Get the facts you need about coronavirus (COVID-19) from the New Hampshire Department of Health and Human Services.

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Contact Us

Call Center hours are weekdays 8:00 a.m. to 5:30 p.m. Emergency service is available for all other hours including weekends and holidays.

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