FAQ

Q: I leaked. Can you help?

A: Yes, we can assist you. We have a leak adjustment process specifically for leaks in the service line that runs from our meter and tap to your home. You must have a shut-off valve installed where the water
enters your house to be eligible. If your leak occurs beyond that shut-off valve, we provide a
payment option that allows for manageable monthly payments instead of requiring
a lump-sum payment.

Q: Someone other than I is taking over my account. How can I transfer the deposit on file to them, so they don’t have to pay one?

A: You can transfer the deposit with ease. Access the forms section on our website, where you'll find a template specifically
designed for this purpose. Send this form along with the service application,
which is also available in the same section.

Please note: The form must feature a physical signature, so if you choose to email it, ensure you scan it after signing.

Q: What if I inherit a home in your district?

A: You need to visit our office immediately. This process must be completed in person if you intend to keep the water service inyour name. If you are selling the home or it isn’t occupied, fill out the
discontinuation of service form found in the forms section on our website, and
mail it to us without delay.

Q: I am a new tenant in the area. How do I get the water in my name?

A: Fill out an application found in the office or on the forms section of this website labeled new customer. Pay the deposit fee of $59.77 in the office, accepting exact cash or check at the moment. We bill a month behind, so look for the first billing postcard in the mail at least a month to a month and a half from the start-up date.

Q: I didn’t receive my bill.

A: It’s possible your bill is still in transit. Contact our office at 304-379-3130, and we will provide your current balance and
available payment options. Payments are due by the 20th of every month to avoid
late fees. We dispatch billing postcards by the first of each month. If you do
not receive your bill by the second week of the month, you must call us. We
cannot remove late fees due to issues with postal service delays.

Q: I am getting water to my property for the first time (new tap). What steps do I need to take?

A: Stop by the office (or) go to the forms section of the website and fill out the "new tap" service application. Pay deposit and tap fee of $359.77 in the office with exact cash or check at this moment. (Will not add you to the list of new taps to be made until it is paid.) The wait for a new tap to be made currently fluctuates from 6 weeks to 12 weeks, depending on the number of jobs and suppliers (first come, first served). Please read and follow the last two pages of the application for the new service line: recommendations/requirements, and follow the rules listed there. Once the meter is installed, billing will start at the base rate monthly, regardless of service line installation, and must be paid for 36 months before water can be discontinued.