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FAQs – Frequently Asked Questions

Q: Will my water rates change under Connecticut Water ownership?
Q: How will I be able to pay my bill?
Q: Are there other customer communication tools available with Connecticut Water ownership?
Q: Who will I call for service or account questions?
Q: How do I open an account?
Q: How do I close my account?
Q: How often do you bill?
Q: Why is my water bill higher than I expected?
Q: Can you give me some tips to save on my water bill?

Q: Will my water rates change under Connecticut Water ownership?

There will be no change to the base rates for customers of Avon Water Company with the change in ownership.

Avon Water will continue to use the Water Infrastructure and Conservation Adjustment (WICA) for the replacement of aging infrastructure.   The costs for these projects are recovered by adding a modest surcharge to water bills between general rate increases.  Since 2007 when WICA became available, Avon Water has invested $5.5 million to replace 5.1 miles of water main with an average age of 70 years. This investment improves reliability of service, enhances water quality, and can increase the flow of water to fire hydrants for public safety.

Q: How will I be able to pay my bill?

There will be several options for paying your bill including:

  • mail your payment with your payment stub noting your account number on the check;
  • pay over the phone during regular business hours using a credit card, debit card or your checking account.;
  • pay your bill in person at the Avon Water Company office at 14 West Main Street in Avon; or
  • pay using invoicecloud.com/avonctwater to pay by checking account, debit, or credit until our own Ebilling system is launched later this year.

Later this year, Avon Water will launch an Ebilling service directly through our website, www.avonwater.com, which will offer convenient online Ebilling and AutoPay options. Customers will also be able to review billing history and view past statements. More detailed information will be provided in the bill insert that will be included with your first bill eligible for E-billing and online bill pay.

Q: Are there other customer communication tools available with Connecticut Water ownership?

Yes, we will have access to the CodeRED® communications system that allows us to call and e-mail customers in the event of a service interruption, water quality issue, or other matter where timely notification is helpful. To ensure you receive important CodeRED messages from Avon Water Company, please verify we have your correct contact information by calling (860) 678-0001.

A website is also being established for Avon Water. The website address is www.avonwater.com. In addition, we have created a Facebook page to communicate with customers at www.facebook.com/avonwtr.

Q: Who will I call for service or account questions?

You will continue to call the local Avon Water office at 860-678-0001. This will also continue to be the phone number for 24-hour emergency service..

Q: How do I open an account?

A: To turn on water service, please contact customer service at 860-678-0001. Please have the following information available: 

  • Service address                
  • Name(s) to appear on the account                
  • Telephone number(s)                
  • The date you want service to begin. (No weekends or holidays)                             

Bills for most residential customers are issued on a quarterly basis. Your first bill will be generated the next time we are in your neighborhood reading water meters.

Q: How do I close my account?

A: To close an account, please contact customer service at 860-678-0001. Please provide the following information:

  • Your account number or service address
  • The date service should be taken out of your name (The water may be shut off as early as 8 a.m. on the day you ask to discontinue service unless another party asks to begin service on the same day)
  • Your mailing address for the final bill
  • A current daytime phone number

Our Field Service representative will be at the service address on the date requested, between the hours of 8 a.m. and 4:30 p.m. If a new customer has called to request service at this address, the service person will leave the water on and will take a meter reading for billing purposes. Otherwise, the service will be turned off for a fee of $40.

A final bill will be mailed after your final meter reading, or may be available at the time your account is closed.

Q: How often do you bill?

A: Residential customers are billed every three months, while some of our larger business and commercial customers are billed monthly.

Q: Why is my water bill higher than I expected?

A: Quite often higher bills are the result of increased water usage. Adding water using appliances, i.e. a washer or dishwasher, watering a new lawn, filling a swimming pool or using an irrigation system can increase your water usage significantly.

If you have not had any water usage changes of this nature, then you should check your property for leaks. 

It is also possible that the bill covers additional days of use if your meter reading was not exactly 90 days after your last reading. Also if your past bill(s) may have been estimated (see What is an ‘estimated’ bill? below) and that your current bill is based on an actual reading that will include water usage above the amount estimated. If you have questions about your bill or water usage, please call our Customer Service department at 860-678-0001.

Q: Can you give me some tips to save on my water bill?

A: Avon Water has a Web page dedicated to indoor and outdoor water conservation. There you will find tips and the Alliance for Water Efficiency's Water Calculator which will help you see how you can save water in and outside your home.