Customer Care

FAQs

Establishing an Account

I’m purchasing a property served by Aquarion. How can I establish an account?

I’m building a new home. How can I connect it to Aquarion’s water lines?

I’m a landlord and want my tenant to pay for the water.

I’m a tenant and I want the water bill in my name.



Closing an Account

I’m selling my home. How do I close my account?

I’m moving out of a rental property. How do I close my account?



Reporting Thefts of Service

What is “theft of service”?

What should I do if I suspect someone is stealing water?



Getting in touch with Aquarion

I’ve had a great experience with Aquarion. How can I tell you about it?

I’ve had a not-so-great experience with Aquarion and I want to tell you about it.

 


Establishing an Account

I’m purchasing a property served by Aquarion. How can I establish an account?

Your account will be established by the closing attorney’s office. Please ensure that your attorney or the seller’s attorney has called Aquarion with the closing information. And welcome to Aquarion!

I’m building a new home. How can I connect it to Aquarion’s water lines?

You can get the process started by filling out the “Inquiry for New Water Service” form found under “New Service.” And welcome to Aquarion!

I’m a landlord and want my tenant to pay for the water.

Please ask your tenant to call us locally at (203) 445-7310 or toll-free at (800) 732-9678. Tenancy must be for a term of no less than six months; month-to-month tenancies cannot be accommodated. If the tenant fails to pay, the water service may be terminated for non-payment.

When the tenant moves out of your property, he or she needs to notify us. We will then automatically place the account back in the landlord's name unless the landlord instructs us to shut off the service. There will be a fee to turn the water back on; please refer to the list of miscellaneous charges under "Water Rates" for more information.

I’m a tenant and I want the water bill in my name.

Renters must show us a lease for more than six months that also states that they are responsible for paying for the water service. If you’re in a multi-unit dwelling, you will need an independent service line to obtain an individual Aquarion account.

Residential tenants must provide a security deposit of $100. Commercial tenants must pay a deposit that is equal to one and one half (1.5) months’ usage. An initial deposit of $100 will be required, which will be reviewed for adequacy after the first bill. If usage is less than $100 for one and one-half (1.5) months, the deposit will be adjusted and the account will be credited. However, if usage is higher, the tenant may receive a request for an additional deposit.

When an account with a deposit has maintained an excellent credit rating (no late notices or fees) for one year, the deposit plus interest will be credited to the account at that time, or upon final termination of the account with Aquarion.

Aquarion reserves the right to request a deposit on any account at any time. Deposits may be required based solely on the Company’s determination of the customer’s credit history.

Aquarion will not refuse to provide utility service to a residential customer who lacks the financial ability to pay a security deposit as defined under Sec. 16-11-68 Customer Deposits of the Connecticut Agency Regulations of Connecticut’s Public Utility Regulatory Authority.

To obtain an account, please call us locally at (203) 445-7310 or toll-free at (800) 732-9678 with the following information:

  • Address where water service will be established (i.e. service address)
     
  • Billing address if different from the service address
     
  • Service start date (i.e. your move-in date)
     
  • The name of any other persons (e.g. spouse, child) who will be authorized to access your account.

Closing an Account

I’m selling my home. How do I close my account?

Please have your attorney submit a real estate closing form, which can be found under "My Account, Moving in, Moving Out", or have your attorney call us at 203-445-7310 or (800) 732-9678.

I’m moving out of a rental property. How do I close my account?

To stop service at your current location, contact us with the date you wish the service to end and a mailing address where Aquarion can mail your final bill.


Reporting Thefts of Service

What is “theft of service”?

The term refers to a serious crime – tampering with or bypassing a meter in order to receive utility service free of charge. Aquarion has an aggressive program to stop the theft of service. It’s important for everyone to watch for people stealing utility services of any kind because it costs all customers money.

What should I do if I suspect someone is stealing water?

Please help Aquarion in pursuing utility thieves, preventing injury, and stopping increased rates due to utility theft. If you’re aware of any theft, please call us (203) 445-7310 (local) or toll-free at (800) 732-9678.


Getting in touch with Aquarion

I’ve had a great experience with Aquarion. How can I tell you about it?

Call us! If you live in the Bridgeport, Connecticut area, you can call us locally at (203) 445-7310. Elsewhere, simply call us toll-free at (800) 732-9678. You may also e-mail us at cs@aquarionwater.com. We want to hear from you!

I’ve had a not-so-great experience with Aquarion and I want to tell you about it.

Call us! The only way we can improve our service to you is to understand when your needs are not met. If you live in the Bridgeport, Connecticut area, you can call us locally at (203) 445-7310. Elsewhere, simply call us toll-free at (800) 732-9678. You may also e-mail us at cs@aquarionwater.com. We want to hear from you!