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Mandy Cawby

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WaterOne To Resume Service Disconnections, Offers Customer Assistance

Post Date:07/15/2020 10:32 AM

Beginning in August, WaterOne will return to its normal policy of disconnecting water service for customer accounts due to non-payment. This comes after a four-month pause on service disconnections in support of the community during the onset of the COVID-19 pandemic.

WaterOne is proud to have been among the first to put service disconnections on hold, enacting the policy before it was mandated by the state and voluntarily extending it after state requirements expired. The decision has been part of WaterOne’s commitment to the health and safety of its customers during months of widespread business closures and stay-at-home orders.

Customers who are continuing to experience financial difficulty should contact WaterOne’s Customer Care to work out extended payment arrangements. WaterOne's Customer Service is available by phone at (913) 895-1800 or by email at WaterOneCustomerService@waterone.org from 8 am to 5 pm Monday through Friday, except holidays. WaterOne's lobby is remaining closed until further notice.

WaterOne is also waiving security deposit requirements for any account delinquencies between the months of April and August. Field Trip Charges, which are billed for service visits to deliver final notification to the address of delinquent accounts, are also being waived until disconnections resume.

Residents in Johnson County who need additional help with their utility bills are strongly encouraged to contact Johnson County Human Services about the Utility Assistance Program. Qualifying households may be eligible for financial assistance for bills such as electric, water, and gas. WaterOne is a supporting partner and is making an additional $100,000 contribution to this fund so that more customers can access financial assistance for their water bills.

WaterOne is a non-profit public utility and is not tax supported. Rates and fees are used exclusively to cover the cost of daily operations and infrastructure, and account collection is necessary to keep water rates fair for all customers. WaterOne remains one of the lowest rates and the best values for excellent water quality and service, and WaterOne is passionate about protecting public health and serving our community.

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Fast Fact

WaterOne is an independent, non-profit water utility, proudly serving 400,000+ customers in the Johnson County area.