Rates & Billing

​​Pandemic Customer Assistance

Charlotte Water strongly encourages any customers experiencing financial hardships to seek assistance with one of the three assistance programs listed below.

Our Customer Care Team can help you select the best option for your situation. To speak with the Care Team, please call 311.

DreamKey Partners (formerly known as the Charlotte-Mecklenburg Housing Partnership)

  • DreamKey Partners is an affordable housing organization, serving low- and moderate-income individuals, families, and communities through real estate development, homeownership education and financing, and neighborhood revitalization. This federal-funded program is available to all Mecklenburg Country residents. 

Crisis Assistance

  • Crisis Assistance provides assistance and advocacy for people in financial crisis, helping them move toward self-sufficiency. Assistance is available to all Mecklenburg County residents.

    • Applications are taken only curbside at 500-A Spratt St on Monday – Friday from 8:30 a.m. – 5:00 p.m.

Common Wealth Charlotte (CWC)

  • Common Wealth Charlotte (CWC) works as a loan program to empower Charlotte's working poor to achieve financial independence through innovative financial education and capability services. Assistance is available to all Mecklenburg Country residents.

Resources

How to Pay your Bill

Financial Assistance/Non-Profit Organizations

Current Stage of CLTWater’s Customer Assistance Plan

  • Continuing the temporary practice of not imposing late charges.

  • Disconnections due to non-payment will resume October 1, 2021.

  • Customers with past due balances should continue to make payments to avoid the accumulation of higher past due balances and future disconnection. 

​Pandemic Assistance Background

  • On March 12, 2020, account disconnections for nonpayment were suspended. Those customers who were disconnected at the time were reconnected.

  • As of March 23, 2020, new assessments of late fees associated with delinquent accounts was suspended.

  • On March 31, the Governor of North Carolina issued Executive Order 124 (and then extended by Executive Order 142) stating that utilities across North Carolina were required to discontinue customer disconnections of service for non-payment to reduce hardships caused by the Coronavirus pandemic. Additionally, the Executive Order called for the discontinuation of late fee charges on past due balances.

  • Executive Order (124/142) expired on July 29, 2020

  • Charlotte Water placed customers with past due balances as of September 30, 2020, on a 12-month, no interest payment arrangement.