September 16, 2021 (Charlotte, NC) This month, Charlotte Water will hold a Charlotte Water Cares event, part of an aggressive outreach campaign to reach as many customers as possible with one important message: payment assistance is available. Though the utility paused its practice of disconnecting water service for nonpayment last year due to the pandemic, Charlotte Water plans to resume this practice this October.
“Water is life. It’s a central part of our everyday routines, like showering, making coffee, cleaning up, and flushing toilets. Our employees consider it a privilege to be at the heart of providing this essential service to our customers and the last thing we ever want to do is deny service to someone, especially when they may be struggling financially,” says Charlotte Water Director Angela Charles. “So, this month, we are pulling out all the stops to let customers know, help is available.”
The campaign will use advertising, local media, mail, email, and grassroots outreach to promote the phone number and website as the primary sources of assistance, and augments Charlotte Water’s massive effort over the past year of making calls and sending emails to its database of past due customers. Dubbed the Customer Care Team, these employees, who work in different divisions across the agency, have volunteered to work after hours to get customers the help they need. This team will also be available for walk-up assistance at 1100 Otts Street on Sept. 25, from 10 a.m. to 2 p.m.
Customers who need help are encouraged to call 3-1-1 or go to www.charlottewater.org and click on Pandemic Payment Assistance to find out what kind of help is available to them, such as how to access actual funds, get on a payment plan, or simply get help making a payment.