Residential Customer FAQ
Click on a link below to view the FAQ answer.
PWCSA’s electronic bill pay vendor, Metavante, uses Industry Standard Security Protocols that protects the information you share on www.pwcsa.org. 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 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.
Please call the Customer Service Department at (703) 335-7950 during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m. or the emergency after hour’s office at (703) 335-7990.
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.
Our goal is to have all requests for service restoration completed by 10:00 p.m.; however based on the number of restorations, timing of requests and field emergencies, we cannot guarantee a restoration time.
To establish new water and sewer service, you may call Customer Service at (703) 335-7950 during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m. or visit our website at www.pwcsa.org. You may also establish service in person at our business office located at 4 County Complex Court in Woodbridge.
- All requests for new service require a minimum of 1-2 days notice.
- A non-refundable $25.00 Application Fee will appear on your first bill.
- Tenants are charged a $250 Advance Payment that is included on the first bill and must provide owner information at the time of their request for service. In addition, an Owner Authorization Form must be provided by the owner.
- Please check to make sure all indoor faucets and fixtures are turned off before service is connected.
Tenants are charged a $250 Advance Payment that is included on the first bill and must provide owner information at the time of their request for service at their new location. In addition, an Owner Authorization Form must be provided by the owner.
If you are moving outside of our service area, please call or email your request with a minimum of 1-2 days notice prior to your move to arrange to have service discontinued and to have a final bill sent to you at your forwarding address.
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 811 before you dig.
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 about adjustments for leaks is available in the Service Authority’s online Customer Service Handbook.
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.
Tenants are required to pay a $250 Advance Payment that is held and applied to the final bill. All requests for new service are also charged a $25.00 non-refundable Application Fee that will appear on your first bill.
All requests for new service are charged a $25.00 non-refundable Application Fee that will appear on the first bill.
Effective July 1, 2012, changes were made to Section 15.2-2119 of the Virginia Code regarding the management of tenant accounts which requires that the owner give written permission for tenants to have water service at their property. An Owner Authorization Form fulfils this requirement. Secondly, the Virginia Code requires that property owners be notified as tenants initiate water service at their properties therefore, tenants must provide contact information for the owner at the time of application for new service.
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.
There are multiple options for making a bill payment. Click here to find out more.
There are multiple options for payment locations. Click here to find out more.
First, check to make sure your bill has been paid. Call a Customer Service Representative at (703) 335-7950 during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m. or (703) 335-7990 after-hours for emergencies.
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 create an on-line account through our website at www.pwcsa.org. You may also contact Customer Service during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m.
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.
If your monthly bill has a noticeable increase in consumption for which you can’t account for, 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.
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.
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.
Although residential and commercial 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.
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.
No, at the present time we do not offer budget billing.
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 contain the following notice: “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 Customer Service or through our website at www.pwcsa.org.
Yes. Please call Customer Service at (703) 335-7950 during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m. 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.
No. When the water is turned on, a Service Authority technician must obtain an accurate meter reading to establish the baseline for future billing. Also meters are the property of the Service Authority, so tampering with this equipment is strictly prohibited to ensure meters function properly and customers are billed accurately.
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.
Yes. If you believe you have a leak at the meter, you may contact Customer Service at (703) 335-7950 during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m. to arrange for a Field Technician visit to check your meter for leaks.
No. Meter readers are not equipped to accept payment. For a full list of payment options, click here.
You should call Miss Utility 72 hours before digging at 811 or visit their website.
Please visit the Water Quality section on our website at www.pwcsa.org for a copy of the most recent Annual Water Quality Report.
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