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New Customer Platform

Get Ready for Our New Customer Platform

On April 2, the RWA is preparing to launch its new, state-of-the-art customer service experience.
Our new account platform will provide features and tools designed to make interacting with the RWA faster and more convenient. Make payments, set up custom alerts, compare bills, keep tabs on your water usage and more — all with a few taps or clicks. We’re also introducing a redesigned, easier-to-read bill and expanded payment options to suit your lifestyle.

March 20

Scheduled Payments Canceled

SCHEDULED PAYMENTS set up via Autopay or our online portal and dated March 20 or after will be canceled. This will help us provide a smooth transition to our expanded payment services. We invite you to schedule payments on our new portal after it goes live.

ACCOUNT PAYMENTS can always be made by mail, your bank’s online bill payment service, or at our New Haven drop box, 90 Sargent Drive.

March 20 to April 1

Cutover ‘Freeze’: Customer Systems Unavailable

CUSTOMER SYSTEMS will be temporarily unavailable, including our online account portal, automated phone system (pay-by-phone) and Water Watch. We will suspend processing of transactions and cease customer alerts and notifications.

PHONE LINES will remain open and RWA personnel will be available to respond to emergencies. However, telephone self-service options will not be available, and our representatives will have limited access to account information.

BILLING by mail and e-Bill will continue according to your preferences.

April 2

Go-Live

OUR NEW CUSTOMER PLATFORM goes live on April 2. We encourage you to set up an account, set up automatic payments, and our new platform’s online account features. You’ll need your April bill to sign up. For more information, click here.