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 have the service line, from the water main up to your property line, repaired or replaced, if necessary. The right to have your water meter tested for accuracy. The right to clear, understandable bills. The right to continued service while a disputed charge is before the Connecticut Department of Public Utility Control, provided undisputed charges are paid. The right to a prompt response to your questions or concerns. The right to courteous service.

Customer Service Center
110 Kent Road
New Milford, CT 06776

Payment Centers
United Water Connecticut
110 Kent Road
New Milford, CT 06776

Phone: 860 354 4118
Fax: 860 355 4788
Emergencies: 860 354 4118 (24 hour service, 365 days per year) or email us.

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

Phone Hours:
Monday – Friday: 8:00 a.m. – 4:30 p.m.

Holidays

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.

Online Bill Payment
You can pay your bill online by credit card through Western Union Speedpay. There is a $5 convenience fee associated with this service.

Choose from these convenient payment methods:
Credit Card - Visa, Mastercard
Debit Card
ATM - STAR, NYCE, PULSE

Electronically To take advantage of “E-Pay,“ our electronic payment program, download the enrollment form and return it to us.
	•		E-Pay additional information
To view or print, please download the free Adobe Acrobat Reader.

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.

Note: 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.

In Person

You can make a payment directly at our office located at

110 Kent Road
New Milford, CT 06776

We have redesigned your bill to provide information that's more useful and easier to read. You will immediately notice the change when you receive your next bill. For a preview and an explanation of the areas of improvement, click the link below.

Understanding Your Bill

The average annual cost for water for a family of four at United Water is approximately $480.00

Rates are established by the Connecticut Department of Public Utility Control through a public hearing process. Charges for water service cover costs for pumping, treating, testing, delivering water and maintaining our system. These charges also include items such as labor, electricity, chemicals, depreciation and interest expenses and taxes.

Concerned about an unusually high bill? Give us a call at 860 354 4118 and we’ll investigate. In fact, call us if you have any questions at all about our service charges or if you want information about special payment arrangements or third party notification.

At United Water we believe it’s important for our customers to be well informed on a variety of water-related issues. We can speak to your organization on topics such as water quality, water conservation and xeriscape (conservation) gardening. To find out more about our community programs, call our office at 860 354 4118.

Our employees wear photo identification badges on their uniforms. Always ask to see an employee’s identification badge or call us to confirm that we have sent an employee to your home.

Our Responsibilities

Water mains in the street that carry water to your service line. Service connections, from the street to the edge of the customer’s property, including the service line shut-off valve (curb valve). Installation and maintenance of water service meters, (except repair of meters damaged by frost, hot water or external causes).

Your Responsibilities

All interior and exterior household plumbing. The water service line from the curb valve to your residence or business, including meter pits, if used, and curb boxes (the hollow tube located over the curb valve) which allows the valve to be operated from the surface of the ground. In other words, the customer owns all piping and equipment located on their property. Repairs resulting from water leakage from your service line to your residence or business. Housing for meters placed outside your home or building (meter pits). Keeping the meter shut-off valves, pressure regulators and cross-connection control devices in proper working order. Protecting the meter and pipes from damage by frost, hot water or external causes.

We read meters quarterly or monthly depending upon the classification of your water service account. A meter reader must read your meter so we can send you a bill based on actual consumption. Most of our meters are fitted with remote reading devices which allow the meter to be read from the outside of the building. However, at times it is necessary to gain access to the water meter. It is your responsibility to provide access to our water meter during normal working hours at a time that is mutually convenient for both of us.

We are required to remove and test all water meters every eight years or as specified by the Connecticut Department of Public Utility Control. We will make every effort to accommodate your schedule for this one-half hour procedure.

If you’re moving, please call us about one week in advance. If you’re an existing customer we’ll prepare a final bill. If you’re a new customer, we’ll open an account in your name. A deposit may be required to open a new account. For information call 860 354 4118.

The Connecticut Department of Public Utility Control (DPUC) is the state agency that ensures that all utilities provide safe, adequate and reliable service at a reasonable cost. You can bring your concerns to the DPUC at any time. However, if you have a question about how we operate we’d like you to call us first at 860 354 4118. If you’re not satisfied with our answer you can call the DPUC at 1 800 382 4586. You can also write them at: Connecticut Department of Public Utility Control, 10 Franklin Square, New Britain, CT 06051.

The Connecticut Department of Public Utility Control approves rates that are fair for both the customer and our company. Charges for water service cover our costs for collecting, treating, testing, delivering water and maintaining our system. These charges also include items such as labor, electricity, chemicals, taxes, depreciation and interest expenses and a reasonable return to shareholders, as set by the DPUC.

A private water utility must be authorized by the state to provide service to its customers. This is done through a tariff that defines how and where the utility can operate. The Connecticut Department of Public Utility Control (CTDPUC) is the state agency that regulates how we do business and maintains jurisdiction over the terms and conditions of service. This includes rates and charges, initiation and termination of service, billing arrangements and many other items related to how we operate. This process is authorized by the CTDPUC and documented in a tariff, which can only be revised through an action of the CTDPUC.

Our tariffs are available online as an Adobe Acrobat pdf.

• United Water Connecticut

*Please note that these documents are large and may take a few minutes to open depending upon your connection.

Please email us.