Charlotte Water Cares

Resources are available for families in need. Charlotte Water has a CLTWater Cares program which includes a number of customer assistance programs including:

Home Serve

Home Serve

Charlotte Water has partnered with HomeServe USA to offer an optional solution to eliminate the high cost and stress of unexpected repairs to water and sewer lines.

Most customers do not know they are responsible for the water and sewer lines running to their homes. If these lines break, you could face large, unexpected home repair bills and waste time looking for a qualified plumber when you least expect it.

HomeServe offers protective services for these types of emergencies and will handle all aspects of the service line coverage including billing, customer service, and repair calls. Learn more about optional protection plans for your home's exterior water and sewer service line by contacting HomeServe at 1-833-830-4973.

FAQs

Who is HomeServe?
HomeServe is an independent company separate from Charlotte Water, based in Norwalk, CT. They partner with many cities, municipalities, and utility companies to protect over 4 million households across the United States and Canada from the financial impact and inconvenience of covered home emergencies.

Why did Charlotte Water partner with HomeServe?
We often receive calls from customers about water leaks that turn out to be on a private exterior water service line. This partnership not only helps raise awareness about service line responsibility, but it also provides an affordable option from a reputable company.

Do I need a protection plan for my home's water or sewer service line?
It is up to you. Some people choose to pay for unplanned expenses out-of-pocket, while others prefer protection plans and extended warranties to avoid large unplanned expenses. We encourage homeowners to consider their individual situation and decide if the service line protection plan is a good fit for them.

If I sign up for HomeServe, who should I contact for questions or to make a claim?
Contact HomeServe at 1-833-830-4973.

Hardship Assistance

Charlotte Water strongly encourages any customers experiencing financial hardship to seek assistance through the programs listed below.

Our Customer Care Team can help you select the best option for your situation. To speak with the Care Team, please call 311.

Step 1.Crisis Assistance

  • Crisis Assistance provides support and advocacy for people in financial crisis, helping them move toward self-sufficiency. Assistance is available to all Mecklenburg County residents.
  • Applications are accepted in-person only at 500-A Spratt Street, Monday-Friday, from 8:30 a.m.- 5:00 p.m.

Step 2.Helping Hands Outreach Foundation

(A newly established philanthropic partner)

Charlotte Water’s goal is to keep water accessible for all customers, and we remain committed to supporting those experiencing financial hardship. To help keep residential water service accounts active, Charlotte Water will partner with area nonprofits such as the Helping Hands Outreach Foundation (H2O Foundation), a newly established philanthropic partner.

Customers experiencing difficulty paying their water bill should call 311 or 704-336-7600 to speak with a Customer Service Agent.

 

Leak Adjustment Policy

Adjustments are made on residential, commercial, multi-family, and irrigation accounts for city and private leaks. Leaks are classified as one of the following:

Public Side Leak: The city is responsible for repair and water usage due to leaks on the yoke, tailpiece, or outlet washers.

  • Public Side Leaks will be adjusted to remove 100% of excess water and 100% of excess sewer usage above the average usage for all impacted bills.
  • There is no limit to the number of Public Side leak adjustments a customer can receive.

Private Side Leak: Customers are responsible for repair and water usage due to leaks beyond the meter outlet.

  • Private leaks will be adjusted to remove 50% excess water, and 50% excess sewer when water is returned to the sewer system for treatment or 100% excess sewer when water is not returned to the sewer system for treatment. 
  • A 6-month average from before the leak started will be used to determine the amount of the adjustment.
  • Private irrigation leaks will be adjusted to remove 50% excess water. 
  • Private leak adjustments will be made for the excess for the two highest consecutive months.
  • Two private leak adjustment is permitted per 12-month rolling period and cannot exceed more than 2 total months within the rolling 12 months.  The customer must provide a plumber's statement and/or receipt confirming that the leak has been repaired before an adjustment can be applied.
  • The customer must provide paid leak repair statement or receipt or repair photos.

Please note that the following causes of leaks/high usage do not qualify for a private side leak adjustment:

  1. Filling pools
  2. Leaks on outdoor hoses and/or water left running
  3. Sewer charges resulting from irrigation or pool fill from domestic service
  4. Capping off leaking services in lieu of a repair stopping the leak

Financial Assistance/Non-Profit Organizations

Service Line Loans

Charlotte Water Installs New Water and Sanitary Sewer Services connecting to accessible existing mains upon request by Residential/Commercial Customers(PDF, 2MB).

Do you need to replace your plumbing from the water meter to your house? CLT Water has a Financial Assistance Program(PDF, 1MB) to help.

Call 311 or 704.336.7600 to learn more about loan options.

Extension Policy Connections

Applicants who do not have direct access to water and/or sewer mains may qualify for one of our Extension Programs(PDF, 69KB).

For more information email CLTWaterNewTapConnections@charlottenc.gov or call 704.432.2854.

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