Residential Customer FAQ
How can I tell if your website is secured?
Metavante, our electronic bill pay vendor, uses Industry Standard Security Protocol’s that protects the information you provide to our site.
Look for the security icon in your web browser. Internet Explorer and Chrome each display a little yellow lock icon in the address bar next to the website's URL (web page address). Firefox displays the little yellow lock icon in the far bottom right-hand corner of the browser page.
In addition, you can view the website's security certificate. You can see the security certificate by clicking on the lock icon in the browser and selecting "View Certificate" or "Certificate Information." This gives you more information about the website, who owns the site and who has issued the security certificate.
How should I report a leak or running water in the street?
Please call the Customer Service Department at 703-335-7950 during normal business hours or the emergency after hour’s office at 703-335-7990.
How much time do I have to pay my bill after I receive it?
Please remember that your bill is due when it is received. Your monthly bills are based upon past usage, therefore bills are due when rendered. Payments not received within 24 days of the bill date will be assessed a late penalty of 10% of the unpaid bill.
I can’t pay my bill by the due date. Can I get an extension?
If my service is disconnected how long does it take to get service back on after I pay?
Our goal is to have all requests for service restoration completed by 10 pm, however based on the number of restorations, timing of requests and field emergencies; we cannot guarantee a restoration time.
How do I get my water turned on if I’m a new customer?
To establish new water and sewer service, you may call 703-335-7950 during normal business hours or appear in person to our business office at #4 County Complex Court in Woodbridge. You may also visit our website at http://www.pwcsa.org/.
- All requests for new service require a minimum of 5 days notice.
- No deposit is required; however a nonrefundable $25.00 application fee will appear on your first bill.
- Please check to make sure all indoor faucets and fixtures are turned off before service is connected.
How do I get my service transferred?
How do I get my service disconnected?
If you are moving outside of our service area, please call or email your request with a minimum of 5 days notice prior to your move to arrange to have service discontinued and to have a final bill prepared for your current address.
Who do I call if I need to locate my water or sewer lines?
The Service Authority will locate lines and connections from the water or sewer main through the water meter box. Lines and connections on private property are the responsibility of the property owner. Remember to call Miss Utility of Virginia for all excavation work at 1-800-552-7001 before you dig.
If I have a leak on my side of the meter, can I get my bill adjusted?
Customers may be eligible for a courtesy adjustment on their account. It is very important to repair leaks as quickly as possible. Unrepaired leaks may significantly increase your water bill and can cause property damage. Additional information regarding adjustments for leaks is available in our Customer Service Handbook, which is available on-line at http://www.pwcsa.org/ or at our Headquarters office.
Can I make a partial payment on my bill?
Yes. Partial payments are accepted, however payments are applied to the oldest charges first. Please ensure that your bill is paid in full within 30 days to avoid collection or possible service interruption.
Do you require a deposit for water service?
No deposit is required; however, a $25.00 nonrefundable application fee will appear on your first bill.
Why do I have to pay an application fee each time I activate my account?
All accounts are charged a $25.00 nonrefundable application fee at the time an account is opened. The application fee recovers administrative costs associated with establishing an account.
I am a tenant requesting new service. Why do I have to provide owner information and a copy of my signed lease?
Section 15.2-5139 of the Virginia Code requires that property owners be notified as tenants apply for service at their properties. The signed lease provides proof that an agreement exists between you and the property owner, and thereby allows you to establish an account in your name.
Why is the Service Authority changing credit card processing vendors? Why can’t the Service Authority waive/absorb the third party transaction charge?
The Service Authority is a not for profit organization just like other government agencies in the area including Prince William County. Rates are based upon the actual cost of service provided; therefore, the Service Authority cannot absorb the cost of providing customers with free credit/debit card and electronic payment solutions. In an effort to provide enhanced customer service with the implementation of new customer self service options, the Service Authority sought the most effective payment solutions resulting in the selection of Link2Gov as our third party vendor and reduced convenience fees. Link2Gov charges a convenience fee of $2.60 for each credit/debit card transaction. The convenience fee is a non-refundable administrative fee charged by the payment provider for which the Service Authority receives no payment.
How can I pay my bill?
There are multiple options for making a bill payment. Click here to find out more.
Where can I pay my bill?
There are multiple options for payment locations. Click here to find out more.
My water is off and I don’t know why. What should I do?
First, check to make sure your bill has been paid. Call a Customer Service Representative at 703-335-7950 during normal business hours or 703-335-7990 after hours for emergencies.
How can I find out the balance due on my account?
You may call our automated phone system for balance information at 703-335-7950. You will need to provide your Service Authority account number to access your information. You may also speak to a Customer Service Representative during normal business hours.
In the spring of 2009, the Service Authority will be introducing several self serve options that will include the ability to view and pay your bill on-line.
Is there a charge to get someone to turn off my water temporarily?
There is no charge for temporary disconnection; however normal monthly service charges will continue to be billed to your account and are due by the due date.
What do I do if I feel my bill is higher than normal?
If your monthly bill has a noticeable increase in consumption for which you can’t account, you should:
- Check your premises for leaks. Remember that you as the customer are responsible for all water passing through the water meter, so repairing leaks on your side of the meter will save you from paying for water you may not be using.
- If you are unable to locate the cause of increased water usage, please call one of our Customer Service Representatives who will arrange for a service technician to visit your property and assist you in identifying potential causes.
How often are meters read and billed?
Residential and commercial meters are read every month to determine the amount of water used. Bills are rendered on a monthly basis and are due 24 days from the bill date.
What services are we paying for on a monthly bill from PWCSA?
The Service Authority provides residential and commercial water, and sewer services. Residential customers in the Yorkshire area receive refuse services through an independent contractor. Your monthly water bill includes a fixed service charge based on your meter size and consumption charges based on your monthly usage. Please click here to refer to the rates section for more information.
Why has my bill been estimated?
Although Residential meters and commercial meters are scheduled to be read every month there are times when a meter cannot be read usually due to inclement weather. In this case bills may be estimated. Estimated consumption will typically be higher or lower than usual consumption. This means that when the next reading is taken, customers can expect a somewhat higher or lower bill, due to catching up to total consumption used from the last actual reading to the present reading.
What do I do if I did not receive a bill?
Why is a trash fee added to my bill?
Residential customers in the Yorkshire Service Area receive refuse collection service from the Service Authority through an independent contractor. The monthly fee is $13.00. Refuse fees are subject to change based on the Authority’s subcontract.
Do you have budget billing?
No. At the present time we do not have budget billing.
How can I sign up for Bank Draft?
Automatic bank drafting is a free and easy way to pay your monthly bill. Simply fill out a draft agreement form by clicking here to sign up online. If you prefer, you may mail your form to our office. It takes approximately two to three weeks to process the request. Once it is in place, you will continue to receive your monthly statement, which will read “Your bank account will be drafted for $xx.xx on mm/dd/yy. Until this notice appears, you will need to continue to pay your bill as you normally would. You can end the service at any time by submitting your request in writing to one of our Customer Service Representatives.
Can PWCSA check my water pressure?
Yes. Please call our customer service office at 703-335-7950 during normal business hours or our after hours emergency office at 703-335-7990 to arrange for a service technician to visit your home to determine any pressure problems.
My water has been turned off at the meter – can I turn it back on myself?
No. When the water is turned on, a PWCSA service technician must get an accurate meter reading to establish the baseline for future billing. Also meters are the property of PWCSA, so tampering with this equipment is strictly prohibited to ensure meters function properly and customer are billed accurately.
Does someone have to be home or at my business in order to get my water turned on? No, it is not necessary for someone to be at the location for your water to be turned on. It is important to make sure that the main valve and all water fixtures are in the off position.
Can my meter be checked for leaks?
Yes. If you believe you have a leak at the meter you may contact a Customer Service Representative at 703-335-7950 who can arrange for a field technician to visit and check your meter for leaks.
Can I give a payment for my water bill to the meter reader or meter representative when he or she visits my home?
No. Meter readers are not equipped to accept payment. For a full list of payment options, click here.
How do I get water and sewer lines located prior to performing work?
Call Miss Utility 72 hours before digging at 800-552-7001 or visit their website.
Use Water Wisely...
Save on Your Bill!
The majority of high water use during peak season is due to lawn watering.
1. Mow high and in the evening. This practice reduces lawn stress.
2. Use technology to control your system. Rain shut-off devices and soil moisture sensors can help you water more efficiently.
3. Cycle and Soak. Water deeply but infrequently to encourage deep-root growth that better withstands drought conditions.
4. Use drip irrigation or “soaker hoses” for flowers and plants. They require only a fraction of the water that lawns need to stay alive.
5. Water lawns outside the peak demand period of 4AM and 8AM. This avoids competition with morning household usage demands.
6. Irrigate only the green stuff. The driveway and sidewalk do not need water.
7. Plant native, drought tolerant plants. Use an assortment of ground covers to limit the areas of water-dependant grass.
8. Fertilize in the fall, if at all. Fertilizing in the late spring and summer creates an extremely thirsty, high-maintenance lawn during the hot summer months.
9. Different plants have different watering needs. Find out how much water your plants need with our Landscape & Watering Guide.
For gardening advice and ways
you can save water on your
Virginia Cooperative Extension’s
Horticulture Help Desk
at (703) 792-7747 or by email
You may also visit the Extenstion’s website at:
http://www.ext.vt.edu/ or www.pwcgov.org/vce/enr.
For more Smart Water Use ideas. Please visit Water Use It Wisely