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.

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.

DreamKey

  • Have you been financially impacted by the COVID-19 pandemic? Charlotte Water is teaming up with Dream Key Partners to assist qualified applicants struggling to pay utility bills. Resources are available. No payback is required. On-line Charlotte Water Emergency Assistance Applications are available, www.rampcharmeck.com.
  • Eligibility Requirements:
    • Childcare challenges as a result of COVID-19
    • Illness as a result of COVID-19
    • Job loss as a result of COVID-19
    • Wage reduction as a result of COVID-19

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 resumed 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.