• The right to receive water that meets federal and state quality regulations.
• The right to have the service line, from the water main up to your property line, repaired or replaced if necessary.
• The right to have your water meter tested for accuracy.
• The right to clear, understandable bills.
• The right to continued service while a disputed charge is before the New York State Public Service Commission, provided undisputed charges are paid.
• The right to a prompt response to your questions or concerns.
• The right to courteous service.

We mail our customers a comprehensive Customer Information Guide on annual basis.

Our top priorities are to provide you with a sure supply of high quality water and excellent service. Whenever you have a question about your water, your service or your bill, please feel free to contact us. We're here to help! If you require further assistance, please call our customer service center at 914 632 6900. We are also available via e-mail.

2525 Palmer Ave
New Rochelle, NY 10801
Phone: 914 632 6900
Fax: 914 637 5333
E-mail

After Hours Emergencies: 914 632 6900

Office Hours:
Monday - Friday: 8:00 a.m. - 4:30 p.m.

Phone Hours:
Monday - Friday: 8:00 a.m. - 4:30 p.m.

For all customers payment is due by the due date indicated on your bill. You have a number of choices when it comes to paying your bill.

Online Bill Payment
You can pay your bill online by credit card through Western Union Speedpay. There is a $5 convenience fee associated with this service.

Choose from these convenient payment methods:
Credit Card - Visa, Mastercard
Debit Card
ATM - STAR, NYCE, PULSE

Electronically To take advantage of “E-Pay,“ our electronic payment program, download the enrollment form and return it to us.
	•		E-Pay additional information
To view or print, please download the free Adobe Acrobat Reader.

By Phone

You can pay with a debit/credit card or check by phone for a $5.00 convenience fee. To establish either of these payment options, call toll-free at 888.608.6690.

By Mail

You can return your check or money order by mail using the envelope in your bill. Please include your stub portion with your bill. These payments go to our lockbox vendor for processing. Any payments received without the billing stub cannot be processed and will be delayed by one to two days until they can be forwarded to our business office.

If you pay online through your bank or misplace your payment envelope, please note that our payment address has changed to PO BOX 371804, Pittsburgh, PA 15250-7804; be sure to update your records accordingly.

In Person

You can make a payment directly at our office located at:

2525 Palmer Avenue
New Rochelle, NY 10801

If you are having difficulty paying your water bill due to a temporary financial hardship, you may be eligible for help from UW Cares, our customer assistance program. Call 888.842.8080 or visit www.uwcares.org for more information.

The average residential bill for a family of four is about $374 annually. This estimate is based upon usage of about 143 cubic feet (106,765 gallons) of water per year. You can pay your bill online, by phone, by mail or in person at our office on 2525 Palmer Ave. If you have a question about your bill, give us a call and we will investigate. You can also call us if you would like information about our payment programs:

• Third party notification -- We will notify a relative or friend when we may have to shut off your water because you did not pay your bill.
• Special payment arrangements -- If you have difficulty paying your bill, call us to see if you are eligible for special payment arrangements

If you have questions about our distribution system or construction projects, please email us.

If you concerns about discolored water, please read the paragraph below on Water Quality.

Our employees have photo identification badges. Always ask to see an employee's identification badge or call us at 914 632 6900 to confirm that we have sent an employee to your home.

United Water New Rochelle is responsible for:

• maintaining the pipelines and service connections in the street that transport water up to your property line
• installation and maintenance of meters, except for damage by frost, hot water or external causes

The property owner is responsible for:

• household plumbing including hot water heaters
• the service line, pipes and plumbing up to property line of your residence or business
• repairs resulting from water leakage inside the property line
• housing for meters placed outside your home or business
• keeping the meter shut-off valves, (on both sides of meter) pressure regulators and cross-control devices in proper working order
• protecting the meter and pipes inside the property line from damage by frost, hot water or external damage

We read meters quarterly or monthly depending upon the size of the meter. Most of our customers have an external device to read the water meter. Our meter readers do not normally need access to your home. Occasionally, we will need access to change your meter or verify an internal meter reading. Inside meter reading is usually done during the summer months. If you have questions about your meter installation or meter reading, please call our customer service center at 914 632 6900, ext. 5319.

If you're moving, please call us about one week in advance. If you're an existing customer we'll prepare a final bill. If you're a new customer, we'll open an account in your name. A deposit may be required to open a new account.

The New York Public Service Commission (PSC) is the state agency that ensures that all utilities provide safe, adequate and reliable service at a reasonable cost. You can bring your concerns to the PSC at any time. However, if you have a question about how we operate, we'd like you to call us first at 914 632 6900. If you're not satisfied with our answer you can call the PSC at 800 342 3377. You can also write them at New York Public Service Commission, Consumer Services Division, 90 Church St., New York, NY 10007-2919.

The New York Public Service Commission approves rates that are fair for both the customer and our company. Charges for water service cover our costs for collecting, treating, testing, delivering water and maintaining our system. These charges also include items such as labor, purchased water, electricity, chemicals, taxes, depreciation and interest expenses and a reasonable return to shareholders.

Click here to download PDF of the United Water New Rochelle schedule of rates.

Here's what a typical water dollar pays for:

If you need a new water service line installed, you will have to provide us with detailed information. For all new subdivisions, we'll need a complete set of drawings. For a new commercial building, we'll need two copies of the survey. If you need a new service line to a new or existing house, we'll need one copy of the lot survey (plot plan). Call our Transmission and Distribution Department at 914 632 6900, ext. 5330 for more information. We will provide you with the necessary forms you need to apply for water service. If you need more information on building in Westchester County, please contact your municipal building department.

A private water utility must be authorized by the state to provide service to its customers. This is done through a tariff that defines how and where the utility can operate. The New York Public Service Commission is the state agency that regulates how we do business. They also maintain jurisdiction over the terms and conditions of service. This includes rates and charges, initiation and termination of service, billing arrangements and many other items related to how we operate. This process is authorized by the BPU and documented in a tariff, which can only be revised through an action of the BPU.

United Water New Rochelle's tariff* is available online as an Adobe Acrobat pdf. To view or print, please download the free Adobe Acrobat Reader.

*Please note that these documents are large and may take a few minutes to open depending upon your connection.

At United Water we take great pride in our ability to provide you with drinking water that meets or surpasses all state and federal standards. Please visit http://www.unitedwater.com/uwnr/wtrspply.htm for more information about how we purify your drinking water.

On occasion you may notice that your tap water is discolored. This is typically a temporary and harmless condition. It can occur when we flush hydrants or work on water mains. If you experience water discoloration, please run your cold water in a basement sink for 15 - 20 minutes. This should clear your problem. Be sure that the water is clear before doing any laundry to avoid possible problems with staining. If the problem persists, please contact us at 914 632 6900. You can also email us.

Should a serious water quality issue arise, updates will be posted on our website and press releases will be issued to television, radio and newspapers.

Are you ready for the big chill? Winters can be harsh on household plumbing and rough on your wallet should damage occur. Follow the tips below to help protect your pipes and water meter from freezing. Taking these steps now can spare you from being left without water or having to incur expenses for plumbing repairs or damaged furnishings.

• The Big Chill Checklist provides you with important tips to protect your indoor and outdoor plumbing.
• Thawing Frozen Pipes provides you with important tips to deal with weather-related plumbing problems.

As a customer, it's your responsibility to protect your underground service lines, your indoor plumbing and the water meter from freezing. It's also your responsibility to thaw or repair any damage to equipment on your property. United Water is responsible for making repairs to the service line from the water main to the property line.