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

Customer assistance

As our customers, we want you to know that:

  • 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.
  • We offer a number of financial assistance programs to help eligible customers who are having difficulty paying their water bills. Learn about our Voucher Program and COVID-19 Payment Program, their eligibility requirements, and how to apply for assistance below.
Learn more

Shut-off Moratoriums

All shut-offs for nonpayment have been suspended until the following dates:

  • Connecticut: October 1, 2020
  • New Hampshire: September 14, 2020
  • Massachusetts: End date to be determined


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Operations and field work

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.

Work activities are gradually resuming

To support our customers, we are resuming activities we can do safely. Activities include:

  • Preventative maintenance such as water main cleaning
  • Periodic water meter change-outs to ensure accurate usage readings
  • In-home service appointments

Employee safety

Measures and guidelines we have put in place for our employees' safety. To ensure our workforce remains ready to serve customers and maintain your essential water service, 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.

Protection against scams

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.

Learn how to avoid scams

Your drinking water is safe

It is 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 the Environmental Protection Agency (EPA) website.

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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.

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 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 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.

Learn more

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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Customer Service Live Chat

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