An Update to our Response about COVID-19

At Liberty, we remain committed to keeping you informed as we continue our work to deliver safe, reliable water service to you during the COVID-19 public health emergency.

WE HAVE A PLAN

Liberty New York Water has activated our business continuity plan to strengthen our ability to continue to provide reliable, quality service to our customers. We continue delivering drinking water service that meets water quality standards and protecting our employees and customers during this public health emergency. We are confident that our preparedness efforts and the extraordinary efforts of our employees will enable us to successfully continue operations.

The current health emergency is a rapidly developing and changing situation. We are working to provide our customers and communities with water and wastewater services during this time, all while protecting the health and safety of our employees. Many of our employees are working double duty, not only taking care of you, our customers, but their own families as well. They are dedicated and know the essential service that they provide plays a critical role, given the importance of personal hygiene in preventing the spread of the coronavirus.

WE KEEP SERVICE FLOWING

You may see Liberty New York Water field service representatives and crews performing needed tasks to keep our operations running. However, for the safety of our employees and our customers, we have suspended and/or scaled back other non-emergency work for the time being. Liberty continues to conduct its work in coordination and compliance with all federal, state and local agencies and directives. As evolving conditions necessitate changes to our work practices and procedures, we will do so in a way so that we are able to continue to provide water and wastewater services.

Below are the actions we have taken to continue to help our customers and communities through this crisis:

KEEPING THE WATER ON – Given the importance of personal hygiene in preventing the spread of the coronavirus, we have suspended billing-related service shutoffs. We will continue to evaluate this suspension period and remain in compliance with state orders. Please note that your water service may be temporarily interrupted for planned or emergency work that may be performed in your area.

TURNED WATER SERVICE BACK ON – For customers who were previously shutoff for non-payment.

SUSPENDED LATE FEES – We have suspended late fees until further notice. If you’re experiencing a financial hardship, please call 877-426-6999 to discuss your eligibility to enter into a payment arrangement.

IMPLEMENTED SOCIAL DISTANCING – As mentioned above, you may see our employees and crews performing work. For your safety and the safety of our employees, we ask that you do not approach our employees. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.

UPDATING YOUR CONTACT INFORMATION – Many customers have visited our My Account customer portal to update their emergency contact information. If you have not done so, please take a moment to ensure your information is accurate.

Continuing to Support You, Our Customers

As a reminder, Liberty Utilities has suspended service disconnections for non-payment for residential and business customers until further notice. We continue to provide resources for residential and business customers facing financial hardship including payment arrangements with no penalties and suspended fees for paying with a credit card. We encourage customers to keep up with their payments so bills don’t accumulate and cause further hardship. If you have questions about our payment programs, please contact our customer service department for assistance at 877-426-6999. 

Walk-in Centers Closed Until Further Notice

For the health and safety of our communities, our walk-in customer service centers will remain closed to the public until further notice. We are working on a plan for reopening and will update you when the plan is finalized. Please continue to utilize our alternate payment options. 

Thank you for your continued trust.  We will continue to send updates as they happen.