COVID-19 Frequently Asked Questions

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FAQs

What is the RWA doing about COVID-19?
The RWA is continuing to monitor state and national advisories regarding COVID-19. Protecting public health is our number one priority. We have updated our emergency operations plans for COVID-19 to meet our service obligations to our customers and communities. For the safety of our employees and to be consistent with the public health goal of minimizing unnecessary contact, our non-critical employees are working remotely until further notice.

Read a message from our President and CEO.
Can COVID-19 get into drinking water?
No. There has been no evidence that COVID-19 can travel in water. Furthermore, the RWA's regular water treatment processes include disinfecting all water before it reaches customers. This disinfection process ensures that tap water is safe from COVID-19. The spread of COVID-19 will not impact the RWA’s clean, safe and high-quality tap water.
Should I boil my drinking water?
No. The RWA's water is safe and high-quality, no boiling is needed. The United States Environmental Protection Agency recommends that people continue to use and drink tap water as usual. No extra precautions are needed for consumption, hand washing or any other purpose.
How can I get help with my RWA account?
Non-critical RWA employees, including customer care representatives, are currently working remotely. For assistance with your account, please review the payment and billing section of this website. If you have any additional questions, contact us through this page. Due to our current remote worker policy, you may experience a delay in our response to you. Please excuse the wait during this difficult time.
How can I get help with a water emergency?
If you have a water emergency such as no water, temporarily discolored water, a flooding incident or PipeSafe emergency, please call us 24/7 at 203-562-4020.
Can I still pay my bill?
Yes. You can pay your bill online, through the mail or in the 24/7 drop box located outside of our lobby at 90 Sargent Drive in New Haven. You can also pay your bill at one of our community payment locations.
Will my water be shut off if I cannot pay my bill?
No one should be deprived of water service due to nonpayment during this critical time. The RWA is ceasing all water service shutoffs due to nonpayment until April 30, at which point we will review this policy.
Is there help available for people struggling to pay water bills due to COVID-19's economic impact?
Yes, the RWA offers grants of up to $175 toward water bills through our Residential Water Assistance Program. This assistance is available to customers living at or below 175% of the Federal Poverty Income Level. If you or someone you know is struggling financially as a result of COVID-19, please consider signing up for this program.
How can I stay healthy during the COVID-19 pandemic?
While practicing social distancing, it's also important that you practice healthy habits, which includes getting some exercise and fresh air. The RWA's recreation program offers plenty of opportunities to enjoy all that nature has to offer while also allowing you to avoid gathering in groups. Learn more on this page.
Where can I learn more about COVID-19?
Learn more about COVID-19 at the State of Connecticut's COVID-19 webpage and The Centers for Disease Control and Prevention's COVID-19 webpage.