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Customer Service: (703) 335-7950

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Residential Customer FAQ

 

Click on one of the categories below to view links to FAQ's that fall under each section.

About My Bill ▼

Service Request ▼

Water Quality ▼


How much time do I have to pay my bill after I receive it?

Monthly bills are based upon past water consumption, therefore bills are due when rendered. Bills are considered past due 25 days from the date of the bill. Payments not received by the due date will be assessed a Late Payment Charge of 10%. 


I can’t pay my bill by the due date. Can I get an extension?

The Service Authority recognizes that situations may arise that make on-time payment of your bill difficult. A Customer Service Representative must review and approve requests to extend payment due dates. To discuss this situation, please contact a Customer Service Representative at (703) 335-7950, Monday through Friday 8:00 a.m. to 5:00 p.m. You may also email your request to customerservice@pwcsa.org. Email requests are processed within 2 business days.


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 about adjustments for leaks is available in the Service Authority’s online Customer Handbook.


Do you require a deposit for water service?

Tenants must pay an Advance Payment that is included on the tenant's first bill. The Advance Payment approximates three months of service and will be held and applied to a customer's final bill. Any overages that result after deducting any charges due on the account will be refunded to the customer. All requests for new service are also charged a $35 non-refundable Application Fee that will appear on the first month's bill. 


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 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.


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 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.

How often are meters read and billed?

Meters are read every month to determine the amount of water used. Bills are rendered monthly 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 water and sewer services. Residential customers in the Yorkshire area receive refuse services through an independent contractor and billed by the Service Authority. Your monthly bill also includes fixed service charges 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 meters are scheduled to be read every month, there are times when a meter cannot be read due to inclement weather or other reasons. Then the Service Authority will estimate your bill. Estimates are based on previous consumption history such as, same month of the previous year, the previous month or average account type usage and days in the billing period. Estimated consumption will typically be higher or lower than actual consumption. This means that when the next reading is taken, customers can expect a somewhat higher or lower bill, due to reconciliation of total consumption used from the last actual reading to the present reading (typically a 60-day period).


What do I do if I did not receive a bill?

You may call our Customer Service Department at (703) 335-7950 during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m. or you may email your request to CustomerService@pwcsa.org.


Do you have budget billing?

No, at the present time we do not offer budget billing.


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.


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.


How can I sign up for Automatic Bank Drafting?

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.


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.


Why do I have to pay an application fee each time I activate my account?

All new accounts are charged an Application Fee at the time the account is opened. Existing customers transferring service to another location shall be charged an Application Fee for each transfer to recover the cost of administrative costs associated with establishing a new account. The Application Fee appears on the the first month's bill.


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.


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 Refuse Collection Charge is based on the cost to provide such service.


How can I tell if your website is secured?

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.


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 10:00 p.m.; 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 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 $35.00 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.

How do I get my service transferred?

If you are an existing customer and need to transfer your service to a new address within our service area, you will need to request this transfer by contacting Customer Service during normal business hours, Monday through Friday 8:00 a.m. to 5:00 p.m., send an email to CustomerService@pwcsa.org, or visit our website at www.pwcsa.org. You may also appear in person at our business office located at 4 County Complex Court in Woodbridge. One to two days notice is required to process the final bill request for your current address as well as to connect service at your new address. A $35.00 non-refundable Application Fee will appear on the first bill for your new address.


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.

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 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.


I am a tenant requesting new service. Why do I have to provide owner information and why must an Owner Authorization Form be completed by the owner?

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. Section 15.2-2119 of the Virginia Code requires that the owner give written permission for tenants to have water service at their property. An Owner Authorization Form satisfies this requirement.


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, Monday through Friday 8:00 a.m. to 5:00 p.m. or (703) 335-7990 after hours for emergencies.


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, Monday through Friday 8:00 a.m. to 5:00 p.m. or the emergency after hours office at (703) 335-7990.


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 811 before you dig.


My water has been turned off at the meter – can I turn it back on myself?

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.


Can PWCSA check my water pressure?

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.


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 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.


How do I get water and sewer lines located prior to performing work?

You should call Miss Utility 72 hours before digging at 811 or visit their website.


Where can I get information about the quality of my water?

Please visit www.pwcsa.org to view the most recent Water Quality Report.


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