Customer Service

Our top priorities are to provide you with a sure supply of high quality water and excellent service.

Whenever you have a question about your water, your service or your bill, please feel free to contact us. We're here to help!
 

Customer Bill of Rights

As a United Water Customer you have the following rights:

  • The right to receive water that meets federal and state quality regulations.
  • The right to water service if you're a qualified applicant.
  • The right not to pay unreasonably high deposits as a condition of service.
  • The right to defer at least one payment each year.
  • The right to have your water meter tested for accuracy once a year by United Water--for free.
  • The right to continued service while a disputed charge is before the New Jersey Board of Public Utilities, provided undisputed charges are paid.
  • The right to a prompt response to your questions or concerns.
  • The right to courteous service.

     

Communities We Serve

United Water New Jersey provides water service for the following communities in Bergen, Hudson, Passaic, Sussex and Hunterdon counties:

 

Alpine Hasbrouck Heights Rochelle Park
Arlington Hills Haworth Rockleigh
Bergenfield Hillsdale Saddle Brook**
Bogota Lambertville Secaucus
Carlstadt Leonia South Hackensack
Cliffside Park Little Ferry Teaneck
Closter Lodi* Tenafly
Cresskill Maywood Teterboro
Demarest Montvale Union City
Dumont Moonachie Vernon
East Rutherford New Milford Vernon HIlls
Edgewater North Bergen Wallington*
Emerson Northvale Washington Twp.
Englewood Norwood Weehawken
Englewood Cliffs Old Tappan West Amwell*
Fairlawn* Oradell West Milford*
Fairview Palisades Park West New York
Fort Lee Paramus Westwood
Franklin Lakes Ridgefield Woodcliff Lake*
Guttenberg Ridgefield Park Wood-Ridge
Hackensack River Edge  
Hampton River Vale  
Harrington Park Upper Saddle River  

*Partially served
** Served wholesale
*** Public-private partnership

Customer Service Center

United Water New Jersey
69 DeVoe Pl.
Hackensack, NJ  07601

Bergen and Hudson counties
Phone: 800 422 5987
Fax: 201 525 2325

E-mail: customer.service@unitedwater.com 

Hunterdon County
Phone: 877 565 1456
Fax: 201 525 2325
E-mail: customer.service@unitedwater.com 

Sussex and Passaic counties
Phone: 888 770 6030
Fax: 201 487 9431
E-mail: customer.service@unitedwater.com 

After Hours Emergencies:
Bergen and Hudson counties: 201 487 0011
Hunterdon County: 877 565 1456
Sussex and Passaic counties; 888 770 6030

Business Hours:
Monday - Friday: 8:00 a.m. - 4:30 p.m.

Phone Hours
Monday – Friday: 8:00 a.m. – 6:15 p.m. 

Holidays:
New Year's Day
Presidents Day
Good Friday
Memorial Day
Independence Day
Labor Day
Columbus Day
Veteran's Day
Thanksgiving Day
Day after Thanksgiving
Christmas Holiday


Customer Billing

For all customers payment is due by the due date indicated on your bill. You have a number of choices when it comes to paying your bill.

PAYMENT OPTIONS 

Online Bill Payment 
You can pay your bill online by credit card through Western Union Speedpay. There is a $3.99 convenience fee associated with this service.

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Electronically
 
To take advantage of “Direct Debit,“ our electronic payment program, download the enrollment form  and return it to us. Make it easy with Direct Debit.
 

Budget Billing

United Water's budget billing plan lets you pay the same amount each month for your water bill. Sign up today and make budgeting easier. For information call our Customer Service Center at 1 800 422 5987.

By Mail
You can return your check or money order by mail using the envelope in your bill. Please include your stub portion with your bill. These payments go to our lockbox vendor for processing. Any payments received without the billing stub cannot be processed and will be delayed by one to two days until they can be forwarded to our business office.

If you pay online through your bank or misplace your payment envelope, please note that our payment address has changed to PO BOX 371804, Pittsburgh, PA 15250-7804; be sure to update your records accordingly.
 

Payment Centers

Customers may make in-person payments at United Water's Customer Service Center located at 69 Devoe Place, Hackensack. The service center accepts payments by check or money order between the hours of 8:00 a.m. and 4:30 p.m. Monday through Friday. Customers may leave payment 24 hours a day in the drop-box outside.

Customers may also make payments by cash, check or money order at several convenient centers. Click here for a list of payment centers.
 

In Person

Payment Drop Box
You can place your check or money order in the United Water payment drop box located at:

Customer Service Call Center
69 DeVoe Pl.
Hackensack, NJ 07601

Corporate Headquarters
200 Old Hook Road
Harrington Park, NJ 07640
 

Inquiry and Complaint Resolution

Your service and satisfaction are important. Every day we strive to deliver reliable, safe service to you every day. In the event that you have a complaint regarding your service, here are some steps you can take:

Verbal complaint. If our customer service representative has not resolved your inquiry or concern to your satisfaction, you have the right to speak to a senior member of staff. The senior staff member will call you back within 48 hours to discuss your concern(s) with you.

Written complaint. If you are still dissatisfied with the service you have received or the proposed resolution to your complaint, please write, fax or e-mail our Customer Relations Department with the details of your concern:

United Water
Customer Relations Department
69 DeVoe Pl.
Hackensack, NJ 07601
Phone: 800 575 4433
Fax: 201 525 2325
E-mail: CustomerRelations@unitedwater.com 

We will contact you within five business days to discuss your complaint and work toward a mutually agreeable resolution, and will follow up all discussions with a written response.

Regulatory complaint. The New Jersey Board of Public Utilities (BPU) monitors United Water's regulated companies. If you are still dissatisfied with our resolution of your concern, you have the right to contact the BPU and file a verbal or written complaint:

Board of Public Utilities
44 South Clinton Avenue, 9th Floor
Post Office Box 350
Trenton, NJ 08625-0350
Phone: 1 800 624 0241
www.nj.gov/bpu/ 

The BPU will then communicate with you directly until your complaint is closed.