A MESSAGE FROM THE CUSTOMER SERVICE TEAM
We’re Updating Our Computer System To Serve You Better
United Water is introducing a new Customer Information System. This is the computer system that stores all customer information, details of services provided, and generates bills. We are also excited about the many features that will allow us to introduce new programs and even better standards of service.
As with any big change, it will take us a little while to get fully up to speed and used to new ways of working. While we strive to provide seamless service, there may be some impact on performance, especially during the first few weeks of the transition. The Customer Service team truly appreciates your patience during this time
FREQUENTLY ASKED QUESTIONS
Why Is My Account Number Changing?
The new system will generate new account numbers for all existing customers. Your new number will be shown on the first bill you receive after October 7, 2011. We know that changing account numbers can be a little inconvenient for you. However, we’re confident that the new computer system will help us provide you with a great experience when you contact United Water.
What Do I Need To Do?
Your account number is the unique identifier for you as a United Water customer. That’s why it’s important that you update your records with this new number and use it when paying your bill or when contacting United Water.
What If I Forget To Use The New Number?
We want this transition to be seamless for you. That’s why we retained your old account number in the new Customer Information System. Payments can be processed using your old or new account number. However, we do need you to update your records and start using your new account number as soon as possible.
How Long Will It Take For The New System To Be In Place?
This is a big change for our employees and it may take a while for them to get fully proficient on the new system. They have had extensive training and will have daily support from system experts for several months. We have brought in additional resources to help out during this learning phase.
How Do I Contact United Water?
We don’t expect you to experience any problems during this change. However, if you do, the Customer Service team is here to help. Just click on ‘Contact Us’ at the top of this page to see full details of how you can contact the United Water Customer Service team.