Current Stage of CLTWater’s Customer Assistance Plan
Continuing the temporary practice of not disconnecting customers for delinquent account balances and not imposing later charges.
Automatically placing customers with past due balances as of September 30, 2020, on a 12-month, no interest payment arrangement.
Actively working with customers to address and resolve their past due balances through payment arrangements and financial assistance.
Though Charlotte Water has suspended charging late fees and disconnecting service for non-payment, the utility cannot legally forgive past due balances. Customers continue to accrue past due balances. Please contact our Customer Care Team by calling 311 and get help paying your bill from the agencies we have partnered with. Our Team will help you select the best option for your situation.
Customers with past due balances should continue to make payments to avoid the accumulation of higher past due balances and future disconnection. As long as a customer is on a payment arrangement, the customer will not face a disconnection notice.
Charlotte Water has established the Customer Care Team, a dedicated group of trained customer service professionals to work with customers. Our team will connect customers with community assistance agencies to help pay their bills and work through financial hardships one-on-one.
Charlotte Water is collaborating with three local non-profit organizations to provide financial assistance to customers: Charlotte-Mecklenburg Housing Partnership, Crisis Assistance Ministry, and Common Wealth Charlotte. To get help with funding and billing assistance, visit the agencies listed above.