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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: What customer communication tools are available?
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: How do I read my bill?

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

There will be no change to the base rates for Heritage Village Water Company (HVWC) with the new ownership. We have agreed to hold base water and wastewater rates (basic service charge + metered water usage charge and the current Flat Rate charges) at current levels until at least 2020.   Under the former ownership, the Connecticut Public Utilities Regulatory Authority (PURA) had authorized the addition of a Water Revenue Adjustment (WRA) on water bills beginning this spring.  The exact percentage to be applied to your total water and wastewater bill will be determined based on the company’s actual year end revenues. If the company collected more than authorized in their last rate case, a credit will be applied; if the company collected less than authorized in their last rate case, a surcharge will be applied.

In addition, the company may apply to PURA for a Water Infrastructure and Conservation Adjustment (WICA) charge if it is determined that there are eligible capital projects that need to be done before 2020.  WICA allows water utilities to replace aging infrastructure and recover the cost after a project is complete by adding a modest surcharge to water bills between general rate increases.

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

Heritage Village Water will be offering convenient online Ebilling and AutoPay options. You will be able to sign-up for these services once you have your next HVWC bill. The ‘Pay Your Bill” link can be found at the upper right of this page and from there you will be able to register for Ebilling and AutoPay or make a one-time payment online.

Important: with your next bill, you will have a new account number and remittance address. Please be sure to update this information if you use your bank or a third-party bill paying service to pay your HVWC bill, otherwise your account will not be properly credited with your payment.

The HVWC office will continue to accept walk-in payments.

Q: What customer communication tools are available?

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 Heritage Village Water Company, please verify we have your correct contact information by calling 203-264-8100, or registering with CodeRED.

In addition, we have created a Facebook page to communicate with customers at www.facebook.com/heritagevillagewater.

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

You will continue to call the Heritage Village Water office at 203-264-8100. This is also the phone number to call for 24-hour emergency service.

Q: How do I open an account?

A: To turn on water service, please contact customer service at 203-264-8100. 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 203-264-8100. 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 203-264-8100.

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

A: Heritage Village 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.

Q: How do I read my bill?

A: Visit our How to read your bill Web page which provides an explanation for the line items on our bill. If you still have questions, please call Customer Service at 203-264-8100.