Mt Washington Water Company

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1. Will my water rates change under Connecticut Water ownership?
   There can be no change to the base charges for Avon Water Company customers with the ownership transition. Avon Water will continue to implement the Water Infrastructure and Conservation Adjustment (WICA) for aging infrastructure replacement. These project costs are recovered through modest surcharges between standard rate increases. Since WICA began in 2007, Avon Water has invested $5.5 million replacing 5.1 miles of 70-year-old water mains, improving service reliability, enhancing water quality, and increasing fire hydrant flow capacity for public safety.
2. How can I pay my bill?
   Several payment options are available:
   • Pay by phone during business hours using credit card, debit card or checking account
   • Mail your payment with the payment stub noting your account number
   • Pay online at https://ctwaterbillpay.osgview.com - with debit/credit card or bank account
   • E-Billing enrollment available for automatic payments and account information access
   • Pay at convenient retail locations (service fee applies)
3. Are there additional customer communication tools available with Connecticut Water ownership?
   Yes, customers will have access to the CodeRED® system for service interruption notifications, water quality updates, and other timely communications. To receive CodeRED messages, confirm your contact information by calling (860) 678-0001. A dedicated website at www.avonwater.com and Facebook page at www.facebook.com/avonwtr have been created for customer communication.
4. Who do I call for service or account questions?
   Continue calling the local Avon Water office at 860-678-0001, which remains the 24-hour emergency service number as well.
5. How do I open an account?
   Contact customer service at 860-678-0001 with the following information:
   • Service address
   • Name(s) for the account
   • Contact telephone number(s)
   • Requested service start date (weekdays only)
   Most residential customers receive quarterly bills generated after your neighborhood's meter reading cycle.
6. How do I close my account?
   Contact customer service at 860-678-0001 with:
   • Your account number or service address
   • The date service should end (water may be shut off as early as 8 a.m.)
   • Forwarding address for your final bill
   • Current daytime phone number
   A field service representative will visit between 8 a.m. and 4:30 p.m. on the requested date. If a new customer has requested service, water will remain on with a meter reading taken for billing. Otherwise, service will be turned off for a $40 fee. Your final bill will be mailed after the final reading or may be available at account closure.
7. How often do you bill?
   Residential customers are billed quarterly, while larger business and industrial customers typically receive monthly bills.
8. Why is my water bill higher than expected?
   Higher bills often result from increased usage—adding appliances like washers or dishwashers, watering new lawns, filling pools, or using irrigation systems. If you haven't changed usage patterns, check for household leaks. Bills may also cover additional days if your meter reading wasn't exactly 90 days after your previous reading, or if prior bills were estimated and your current bill reflects actual usage. For questions about your bill or usage, please call Customer Service at 860-678-0001.
9. Can you provide water conservation tips?
   Avon Water offers resources for indoor and outdoor conservation on our website, including helpful tips and the Alliance for Water Efficiency's Water Calculator to identify water-saving opportunities throughout your home.