Philadelphia Water Department makes changes to how it handles notices

Justin Udo
March 12, 2019 - 8:00 pm
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PHILADELPHIA (KYW Newsradio) — A big change is coming to the way the Philadelphia Water Department is handling business.

When their winter "no shut off" period ends April 1, the PWD will no longer send multiple letters to customers asking them to pay their bills.

"We have begun sending shut off notices to customers, and that will be their only notice," said the department's Laura Copeland. 

READ: New water meters in Philly will make it easier for customers to spot leaks 

Laura Copeland with the PWD encouraged the single notice policy because they believe multiple notices are confusing and contribute to non-payment of bills and loss of water services.

She says they want to work with customers to make sure nobody's water service is shut off.

"Quite frankly, we have a really robust assistance program. We have more ways for people to get help. We're just asking folks that need help to call our hotline," she said. 

Copeland says they're also working on adding e-billing and automatic metering to their tools to better assist their customers.

She adds they also have different components to their customer assistance programs.