All the FAQs – for everyone:
Billing
Starting April 12th, you can pay online via our customer portal.
Learn about different ways to pay your bill on our Payment Options page.
You can request to close your account online via our Customer Portal.
We will need to know if you owned the property or if you were leasing it. We will also need to know if the property was sold if you were the owner, and the date you want to close your account. Lastly, we will require a forwarding address, current email address and contact number, so that the final billing statement can be sent to you.
In order to transfer your service to a new location, we will need to have you complete a New Customer Form (online via our Customer Portal) and provide a copy of the Closing Document/Lease if you are renting the property.
You will need to pay any delinquent balances that are due at the time of closing the account. We also require the date you are moving from the current location and final address, so we can close that account and issue a final bill depending on the date that you are moving.
Please visit the Payment Options page for more information.
You can request new service online via our Customer Portal.
In order to set up new service, you will need to provide us with a copy of the Closing Document/Lease Agreement and a state issued identification card, as well as the application fee.
The application fee is currently $118.00 ($91.00 Deposit/$27.00 Transfer Fee) which is subject to change. Application fee can only be paid in the form of a check or money order at the time application is completed.
If you are unable to complete the sign-up online, you can contact us for assistance with the paperwork, and submit the documents either via email or fax or in our office.
The application processing fee will be added to your first bill.
You can request to close your account online via our Customer Portal.
We will need to know if you owned the property or if you were leasing it. We will also need to know if the property was sold if you were the owner, and the date you want to close your account. Lastly, we will require a forwarding address, current email address and contact number, so that the final billing statement can be sent to you.
In order to transfer your service to a new location, we will need to have you complete a New Customer Form (online via our Customer Portal) and provide a copy of the Closing Document/Lease if you are renting the property.
You will need to pay any delinquent balances that are due at the time of closing the account. We also require the date you are moving from the current location and final address, so we can close that account and issue a final bill depending on the date that you are moving.
How do I open an account?
In order to set up new service, complete a New Customer Form (see below) and provide us with a copy of the Closing Document/Lease Agreement and a state issued identification card. Mail the form back to us along with all supporting documents and payment either by check or money order. The application fee is currently $118.00 ($91.00 Deposit/$27.00 Transfer Fee) which is subject to change. Application fee can only be paid in the form of a check or money order at the time application is completed.
How do I close or transfer service?
To close your account, complete a Close Account Form (see below). We will need to know if you owned the property or if you were leasing it. We would also need to know if the property was sold if you were the owner, and the date you want to close your account. Lastly, we will require a forwarding address, current email address and contact number, so that the final billing statement can be sent to you.
In order to transfer your service to a new location, we will need to have you complete a New Customer Form (see below) and provide a copy of the Closing Document/Lease if you are renting the property. You will need to pay any delinquent balances that are due at the time of closing the account. We also require the date you are moving from the current location and final address, so we can close that account and issue a final bill depending on the date that you are moving.
Forms to start or end service
Customer Care
To apply for new service, visit our website Account.mywater.us. For new service, you will need to provide a copy of your lease or a signed closing disclosure, along with a copy of your state-issued identification card or passport. This can be uploaded at the time of application. Not providing this information will delay your account from being set up. You will receive a reference number when you complete this process. Please allow at least 3 to 5 business days for the application to be processed. If additional information is needed, someone from our staff will reach out to you via the email address on your application.
If you apply for service after business hours and the service is disconnected, your service may not be restored until the next business day. If you have applied and uploaded all the required documents, you can reach out to the after-hours service at 803-699-2422 for assistance.
Please see the rates and tariff page for monthly charges depending on your service territory.
To close your current service, you will need to have an online profile created to complete the process through self-service. Please provide a forwarding address for your final bill to be mailed to you directly.
When transferring to a new address, you will still need to complete an application, and if you are a current customer, you will be assigned a new account number.
Customer Care representatives are trained to assist you with a range of subjects, including setting up or closing service, account and billing inquiries, online portal assistance, service order requests, applications, or questions about your rates.
We strive to respond to email and phone inquiries promptly. Please follow the tips below to help speed up the process.
Tip #1: Be prepared and have the following information ready when calling or emailing us:
- Account name
- Account number
- Service address
- Description of the issue
Tip #2: Avoid calling when call volume is high between 8:30 a.m. and 9:30 a.m. Customer Care is available Monday – Friday, 8:30 a.m. to 4:30 p.m. ET. Call volume is usually the heaviest on Mondays.
For even faster service, email
SCMidlandsCustomerCare@swwc.com.
You can contact customer care directly through your online profile account or:
By E-mail:
SCMidlandsCustomerCare@swwc.com
By Phone: 803-699-2422 from 8:30 a.m. to 4:30 p.m. (Eastern Time)
By Fax: 803-699-6925
You may pay your bill through your online profile, as a guest, or through the automated system free of charge with a credit card with a Visa or Mastercard logo. There is a $1000 limit.
You can pay your bill at your local Walmart. You must present a copy of your bill, and there is a charge of $1.50.
You may also mail your payment to the remit address on your bill:
P.O. Box 361850
Hoover, AL 35236-1850
By E-mail: FLCustomerCare@swwc.com
By Phone: (727) 287-9920 or toll-free (877) 233-0101 from 8:30 a.m. to 4:30 p.m. (Eastern Time)
Customer Care representatives are trained to assist you with a range of subjects, including account and billing inquiries, service order requests, or questions about your rates.
We strive to respond to email and phone inquiries in a prompt manner. A prepared customer is time’s best ally. Simply follow the tips below to help speed up the process.
Tip #1: Be prepared and have the following information ready when calling or e-mailing us:
- Account name
- Account number
- Verification ID (PIN)
- Service address
- Description of the issue
Tip #2: Avoid calling when call volume is high between 8:30 a.m. and 9:30 a.m. Customer Care is open Monday – Friday, 8:30 a.m. to 4:30 p.m. eastern time, and call volume is usually the heaviest on Mondays and at the beginning and end of the month. You may experience a shorter hold time or faster service by calling outside these times. For even faster service, email FLCustomerCare@swwc.com.
You can view your account summary, your current balance due, view a PDF copy of your bill, view your payment history, sign up for AutoPay, make a One-Time Payment, manage notifications, request to stop, transfer, or disconnect your service, email Customer Care, and view/upload documents, and for your convenience, all new My Account users will have paperless billing enabled.
You should apply for service as soon as you close on your property or sign your lease. If you applied for service, but did not provide the required documentation, your account has not been established. The team will send you an email requesting the information needed to complete the process. If you apply for service after hours, your service may not be connected until the next business day. The utility is not responsible for any damage incurred if the property is disconnected when you move in and the service is used.
The after-hours answering service does not have access to property information. You will need to call Customer Care on the next business day between 8:30 am and 4:30 pm at 803-699-2422.
Your bill does not have a set due date. Your bill will be due.
If your service is disconnected, a red door tag will be hung on your door. Do not use any water. There are fees applied to your account if service is interrupted. A regular reconnection fee is $35/$70, depending on your service territory. If we must install an elder valve to disconnect service, you could be charged $250/$500, depending on the territory. This fee will have to be paid at the time of reconnection of service. Once your service is reconnected, a white door tag will be hung on your door.
Your payment must be received online or through the automated system by 3 pm for the same-day restoration. Once your full payment is received, under normal circumstances, service should be restored by 5 pm the same business day. A white door tag will be hung on your door to indicate that service has been restored.
If you pay at a payment center, you will need to call Customer Service to provide your confirmation number on your receipt. Once your payment has been confirmed, a reconnection will be entered. You must provide this information by 3 pm to receive restoration on the same day.
Our field personnel are not authorized to accept payments in any form. We have several ways to pay, such as: online through the customer portal, through the automated system, at your local Walmart Money Center, or by mail. You can reach the IVR by calling 803-699-2422, option 3. If you are mailing your payment, you are responsible for ensuring that it arrives on or before your due date to avoid any late fees.
If your service has been disconnected and you tamper with the equipment, you will be charged a $250 tampering fee. This will have to be paid at the time of reconnection.
If you are experiencing a sewer emergency, always call our office FIRST. We are available Monday-Friday from 8:30 am-4:30 pm. We also have an after-hours answering service that is available to assist you. If you call a plumber first, you will not be reimbursed for any charges incurred.
We are excited to offer many ways to pay FREE of charge.
You can pay online through your online profile or as a guest.
You can set up an automatic draft with us through your online profile. Your payment will be drafted on the day your bill is due.
You can pay through the automated system (IVR). Be sure to have your account number and payment method ready.
You can also pay at your local Walmart at the Money Center. You will need a paper copy of your bill. There is a fee of $1.50 to make this payment.
You mail your payment back with the remittance slip of your bill.
We encourage you to utilize our portal, ACH, or IVR system free of charge for quicker posting to your account. It is free of charge.
If your payment is returned, you will be charged a fee of $25 for any initiated payment that returns. This includes stop payments initiated by the customer. We are charged a fee by our bank regardless of the reason for the return of your payment. Your account may also be restricted for up to 12 months from using that payment method.
We are always here to assist if you are experiencing financial hardship. You can see if you are eligible through the automated system. If your eligibility fails, you will have to speak to a representative.
If you are disconnected and not currently in an installment plan, you will be required to pay 50% of the balance upfront. If a representative takes your payment, they will create the installment plan at that time.
If you make the payment later on your own, you are responsible for notifying the office that you made the down payment so that an agreement can be made. You will then be given up to 6 installments depending on the circumstances of your account. A paper copy will be mailed to you the next day after it has been created.
The installment amount PLUS your monthly charge will be due each month on the due date. If you make your payment late, or not at all, you will be mailed a default letter allowing 15 days to make your payment. If payment is not received within 15 days, your service will be disconnected. You cannot set up an installment plan if you already have one.
We partner with Wateree Community Action. You can visit their website at www.wcai.org. You can also see the link for South Carolina Community Assistance Resources for additional help.
If you are experiencing a sewer emergency, always call our line 803-699-2422 FIRST. We have an after-hours answering service that is available to assist you. If you call a plumber first, you will not be reimbursed for charges incurred.
All transactions are processed through a secure website and all data transactions are encrypted. Any personal information that you enter (like name, address, credit card number, etc.) will be used only for particular one-time transaction and will not be saved on our system or shared for any other purpose.
Email customer care at
SCMidlandsCustomercare@swwc.com with your full name, account number, contact information, and dispute details (including why you are disputing the bill and the amount and billing date period). A customer care representative will forward the information to billing for review. Allow at least 2 business days for a response.
Customer Portal
The customer portal is a place where you can perform many activities with your account, including the following:
- Make payments online via Visa or Mastercard credit or debit cards, or via online checking.
- View your statement.
- Review payment history.
- For your convenience, all new My Account users will have paperless billing enabled.
The customer portal website allows you to perform many activities with your account, including the following:
- Make payments online via Visa or Mastercard credit or debit cards, or via online checking.
- View your statement.
- Review payment history.
Setting up access to the customer portal:
You will first need to create your account through the customer portal at account.mywater.us . You will need your 10 digit account number and your 4 digit account identifier. If you do not know what your 4 digit identifier is, please call us at (843) 768-0641 and an agent will be happy to assist you with that information.
You will first need to create your account through the customer portal at account.mywater.us . You will need your 10 digit account number and your 4 digit account identifier. If you do not know what your 4 digit identifier is, please call us at 803-699-2422 and an agent will be happy to assist you with that information
You will first need to create your account through the customer portal at account.mywater.us . You will need your 10 digit account number and your 4 digit account identifier. If you do not know what your 4 digit identifier is, please call us at (843) 768-0641 and an agent will be happy to assist you with that information.
General Information
Backflow is the undesirable reversal of flow of non-potable water or other substances through a cross-connection and into the piping of a public or consumer water system
When someone other than your water provider operates the isolation valve there is potential to cause damage to the curbstop. When this occurs we are forced to turn water off to entire sections of customers in order to make the repair.
No one other than our personnel is permitted to turn your meter off. You are encouraged to install a valve on your supply line so that you have easy access to isolate your service in the event of an emergency or need to make repairs at your home.
H2ome Water Facts
Reality: There is the same amount of water on Earth today as three billion years ago. Today, however, an increase in society demands has been placed on the same amount of water and our habits. These increased demands have, in a sense, created a different kind of water: water that is regulated, treated, and sold. Because our water demands continue to grow, but our supplies don’t, drinking water availability counts on everyone lending a hand to conserve, protect, and get involved with decisions that positively affect our water resources.
After water is used, it’s recycled…innumerable times. In fact, while some water is recycled for use within a week, other water may not be used again for years
Reality: There is very little water on Earth, which is “new.” Most of our water has been touched by some type of human or animal activity. Even in “pristine” wilderness areas, studies have found bacteria contaminating the water. Therefore, it’s always best to drink water that you know has been treated.
Reality: We can no longer take our drinking water for granted. Public participation is vital to protecting our water resources, building adequate treatment plants, improving water delivery, and enacting appropriate legislation.
Reality: Not necessarily. There may be more contaminants that can enter our water sources today. We did not have the technology to know what was in our drinking water 25 years ago. Today we have sophisticated testing instruments that enable us to understand more about our water than ever before. With this knowledge, the drinking water community is taking steps to treat what’s in our water, curb the flow of pollution, and keep our water safe and wholesome.
Reality: Some people use home water filters to improve the taste, smell, or appearance of their tap water, but they do not necessarily make the water safer or more healthful to drink. Additionally, all home treatment devices, regardless of the technologies they use, require regular maintenance. Water quality problems may result if care is not performed correctly.
Reality: The most common source of lead in drinking water is the plumbing in your home. Your plumbing may have lead pipes or lead solder in the connections. Lead is a contaminant that can be particularly harmful to pregnant women and young children. If you are concerned about lead in your water, contact your local health authorities to find out how you can have your water tested by a certified laboratory. If tests reveal that your water’s lead content is above 15 parts per billion, you should reduce your exposure to it. Since warm water absorbs more lead than cold, always start with cold water when you cook. Because water standing in pipes tends to absorb lead, clear the pipes before drinking by letting your tap run for a minute. Catch the running water and use it to water your plants.
Rates and Fees
A fee of $20 or $30 is used to defray the cost of initiating service. It will be billed to you on your first bill.
If you are a homeowner and rent your property, you will be charged this fee each time the property is placed back in your name when a tenant moves out.
We are allowed to backbill a customer that benefited from service while living in a home for up to six months based on regulation 103-533.2. This determination will be based on the closing date on the HUD statement or the lease agreement provided.
A fee of $20/$25.00 will be charged to each customer to whom the Utility mails the notice as required by Commission Rule R.103-535.1 prior to service being disconnected. This fee assesses a portion of the clerical and mailing costs of such notices to the customers creating that cost.
The certified letter notice provides you with the time frame that you must pay the indicated amount. Once the notice expires, you will owe all past due amounts on the account.
As a regulated company, we are required to charge rates that are set by the South Carolina Public Service Commission and are fair to all customers. Utility rates are calculated based on the cost of operating and maintaining the water and wastewater systems, supplies and materials, as well as capital expenditures for infrastructure, such as pipelines, treatment facilities, pumping stations, storage tanks, equipment, and buildings. Daily operating costs include but are not limited to the following: chemicals; laboratory testing; electricity; fuel, and the salaries of technicians, field operators, administrative personnel, and others who help run the water utility.
Please visit our Rates and Tariff page for more information.
The base water and sewer fee is used to cover the fixed costs of running the Utility operations. You incur similar minimum charges for cable, electricity and phone service.
The South Carolina Public Service Commission regulates our rates. A 1.5% late fee is charged automatically if your payment is not received on the due date. There is no grace period.
Your sewer fee is based on unique factors with your system.
Harbor Island:
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TJ Barnwell:
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CUC:
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Kiawah Island:
Yes. If you are a residential customer your consumption is charged at a rate of $0.74 per thousand gallons up to 11,000 gallons per month or $8.14. Eleven thousand gallons is used since that is the average domestic consumption for a residential customer.
Commercial and Hotel sewer rates are based on all water consumed primarily because their irrigation usage is metered separately and all water going into these facilities is returned to the sewer for disposal and treatment.
The normal flows are listed below by meter size:
5/x” x ¾”: 20 Gallons per minute
¾” x ¾” meter: 30 Gallons per minute
1” meter: 50 Gallons per minute
1 ½” meter: 100 Gallons per minute
2” meter: 160 Gallons per minute
3” meter: 350 Gallons per minute
The minimum charge is based on available flow capacity through the various size meters. Our smallest meter is a 5/8” x ¾” meter which delivers 20 gallons per minute (gpm).
The fee established by the Public Service Commission (PSC) is based on the following formula for water:
(Maximum recommended meter capacity (gpm) x $36.65 per month) / 20 gallons per minute (gpm)
The sewer formula is:
(Maximum recommended meter capacity (gpm) x $28.00 per month) / 20 gallons per minute (gpm)
An example for a 1″ meter: (50 x $36.65) / 20 = $1,832.50 / 20 = $91.62(water)
Fixed costs are expenses necessary to maintain the operation of the utility. They include, but are not limited to utilities, staffing, taxes, vehicles, professional fees, analytical requirements, insurance, permit fees, and general supplies.
A charge of $25.00 is used to defray cost of initiating service.
Kiawah Island Customers:
You are entitled to have your service disconnected for this purpose but you will be charged a reconnect fee of three (3) times the minimum water and sewer charge to re-instate service as described in the PSC approved Schedule of Rates and Charges.
Harbor Island and TJ Barnwell Customers:
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CUC Customers:
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Please visit the Rates and Tariff page for more information.
As a regulated company, we are required to charge rates that are set by the Florida Public Service Commission and fair to all customers. Utility rates are calculated based on the cost of operating and maintaining the water and wastewater systems, supplies and materials, as well as capital expenditures for infrastructure, such as pipelines, treatment facilities, pumping stations, storage tanks, equipment and buildings. Daily operating costs include but are not limited to; chemicals; laboratory testing; electricity; fuel; and the salaries of technicians, field operators, administrative personnel and others who help run the water utility.
Our rates are regulated by the Florida Public Service Commission. A $5 late fee is charged automatically if your payment is not received prior to your next billing cycle.
A fee of $18 ($27 after hours) will be charged when a service representative visits a premise for the purpose of discontinuing service for nonpayment of a due and collectible bill and does not discontinue service because the Customer makes satisfactory arrangements to pay the bill.
A charge of $27.00 is used to defray cost of initiating service.
Water Quality
A Boil Water Advisory is issued to notify users that the water may be contaminated and to boil for precautionary purposes. During the advisory, customers should bring water to a vigorous boil for at least one minute before use. This will kill any harmful organisms that may be in the water.
A Boil Water Notice is issued by the Department of Health and Environmental Control (DHEC) or the owner or operator of a public water system, notifying users of the water system that there is a strong potential for contamination and to boil all water for at least one minute prior to using for drinking or cooking.
Kiawah Island Utility and Johns Island Water Company do not treat the water received from Charleston, therefore the Charleston Water System results are reflective of the water delivered to the residents of Kiawah Island. According to Charleston Water System the average hardness is 56 parts per million (ppm). You may go to their website at www.charlestonwater.com for up to date analytical results.
There are generally two scenarios in which you may see discolored water at your tap.
The color of water is caused by naturally occurring compounds from decaying vegetation and organic matter that enters source water through runoff, falling vegetation, etc. While discoloration is rarely a health concern, it is an aesthetic concern. Color is measured in platinum-cobalt units (PCUs). Charleston Water System’s lab is equipped with state-of-the-art spectrophotometers to obtain exact color level measurements.
A second common reason for discolored water is when the fire department conducts their semi-annual flow test of each hydrant. This will occasionally stir up the water in the line for a short period of time. You can clear your supply by flushing your water until it is clear again.