What is SouthWest Water and its subsidiaries doing to ensure customers are protected from COVID-19?
We are carefully monitoring the state and national advisories regarding COVID-19. We are also taking precautionary steps to protect the health of our employees and customers.
- Beginning Monday, March 16, our Customer Service offices will be closed to the public. Our Customer Care will still be readily available by email at ALCustomerSupport@swwc.com or by phone at 866.674.7992. We apologize for any delays as we have modified our staffing plan and instituted a telecommuting program out of concern for the safety of our employees.
- Remember, the following options are always available to pay your bill: https://www.swwc.com/alabama/pay/
- We have shared with our employees the preventative measures provided by the US Centers for Disease Control and Prevention (CDC) on how they can minimize the risk of catching COVID-19.
- We have robust emergency operations and business continuity plans that include the possibility of a pandemic. We have already and will continue to update them for COVID-19, as necessary, to meet our service obligations to our customers and communities.
We want to help those who have been impacted thus far.
If you’re a current customer who is encountering a financial hardship as a result of COVID-19, we want to help. Give us a call to learn about what assistance programs may be available to you at 866-674-7992.
If you mail in payments, we are taking measures to ensure your account won’t be negatively impacted by late fees if there is a mail service delay. We also highly encourage you to consider enrolling in automatic payments to ensure your payment always posts on time.
We’re Suspending Disconnections
We value our customers and want to make sure they can take care of their families, regardless of their ability to pay. As residents of the communities we serve, we understand that we are all living amidst this public health situation, and we are making decisions out of concern for our customers. In order to prioritize core operations to protect your access to water, we are suspending all disconnections and collection processes that would normally be made due to delinquent payments on all accounts until April 30th.
This decision has been made after thoughtful consideration. By doing so, we are also minimizing employee contact with the public and maintaining our focus on what is needed most at this time—safe, clean and reliable water and wastewater. Customers will eventually be expected to pay for the services provided and we are working on making sure this point is understood.
For additional information and ongoing updates on COVID-19, please refer to local and state health departments and the CDC’s Coronavirus Disease 2019 (COVID-19) hub.
Other questions you may have:
Are you aware of any employees who have been exposed to COVID-19?
We are not aware of any suspected or confirmed cases of COVID-19 amongst our employees. If this were to change, we would work with state and local public health officials to address the issue and protect the health of employees and customers.
Should I be worried about a possible problem with my grinder pump system?
Please remember that grinder pumps are not built to handle non-sewage waste. Please remember NOT to flush wipes of any kind. You can see the full list of items by clicking on the Grinder Pumps tab on our website.
