Customer Service

Our primary customer service goal is to make it as easy as possible for you to conduct business with us. With a simple click you can answer many of your own questions and take care of simple business through the links below. 

Billing Information

Water bills are due monthly or quarterly, depending on where you live. This will direct you to the billing page of our website.

Rates and Charges

An explanation of the charges that make up your bill.


Most of the commonly-asked questions we receive fall into one of the following 5 categories.

We’re also available by phone at 215-699-4836, Monday – Friday 8:00 a.m. – 4:00 p.m. In the event of an after-hours emergency, our on-call staff is available 24 hours address to immediately respond to your needs.

Water bills are due on a monthly or quarterly basis, depending on where you live. Rates are based on water usage for the billing period along with a standard set fee based on your meter size. For a detailed explanation of our rates and charges, click here.

Many Ways to Pay Your Bills

We offer five convenient ways to pay your bill. You may pay your water bill by mail, drop off your payment at our office, pay by credit card, pay online using our Link bill payment portal or have your payment automatically withdrawn from your checking account using the Autopay program available on Link. Please note that you will need to register on Link in order to sign up for Autopay.

Our Link online payment system is the most convenient way to pay your water bill. We realize you are very busy so we want to make doing business with us as simple for you as we can. Paying your bill online is secure, fast and EASY!

To mail a payment our billing address is:  NWWA
P.O. Box 95000-1138
Philadelphia, PA 19195-1138

Please note that all payments and financial transactions conducted by the Authority must be made only with United States currency and legal tender, including cash, checks, and electronic transfers and the Authority will not accept cryptocurrency for any payments or financial transactions.

Financial Difficulties?

We never want one of our customers to have their water shut off. If your family is experiencing difficult financial times we want to assist you if we can. We will be happy to discuss a payment schedule that makes sense for you. You will be required to keep the agreed upon arrangement to avoid additional fees and possible water service termination. Please contact our office for more information.

Need More Information?

If you have questions about your bill please refer to our Billing Questions section. Should you need additional information, please send us an e-mail or contact us at 215-699-4836 during our normal business hours: Monday – Friday 8:00 a.m. – 4:00 p.m.

Does the Authority accept cryptocurrency for payments?

The Authority does not accept cryptocurrency for payments. All payments and financial transactions conducted by the Authority must be made only with United States currency and legal tender, including cash, checks, and electronic transfers and the Authority will not accept cryptocurrency for any payments or financial transactions.


We would like to reduce our water bills, but we don’t like the idea of water-flow restrictors. Can you provide us with any advice?

Low-flow shower heads and aerators can save a considerable amount of money, both in water use and in energy needed to heat water. Newer components can cut water consumption for showering by 30% while still providing a strong spray. Aerators on faucets also can save you money without noticeably reducing water pressure or flow.

If you have an older showerhead it is probably delivering five or six gallons of water, or more, per minute. Current models are designed to meet new government water conservation standards of less than half that amount. Keeping this in mind, it would also be beneficial for you to replace older toilets with newer, low-flush models for additional savings.

Buying a low-flow showerhead will give you both energy and water savings that can pay back their cost in about three or four months. Pass up lower-quality, cheaper model showerheads to avoid the weak spray that you are afraid of and won’t be satisfied with.

The biggest water savings can be from stopping even the smallest leak in your plumbing system. If any of your fixtures, appliances or toilets are leaking, fix them immediately. The smallest drips can add up to big water waste, compounded by wasted energy if hot water is leaking.

What is the Water Service Maintenance Program?

It’s not as complicated as it sounds. It might surprise you to know that the pipe that carries water from your curb to your house is on your property and is actually owned by you. Unfortunately, if something would happen to that line, (a leak or break, etc.) it would be your responsibility to repair it.

Under the Water Service Maintenance program if anything happens to your water service line, we’ll take care of it at no additional cost to you. It basically offers protection against the possibility of costly repair bills and covers any service line damages from the curb stop to within three feet of the outside wall of your home or building.

Frozen water lines are not covered as a “defect” under the program. Also, customers with meter pits are not eligible for the program.

The charge for this program is minimal:

For Residential- $10 per year
For Commercial
3/4″ and 1″ connections- $18 per year
For Commercial
1 1/2″ and 2″ connections- $30 per year

To sign up, please fill out our application by clicking here.
Or learn more about this program by clicking here.

Once you’ve been approved for the program, you never have to reapply. Can’t remember if you enrolled? Check your bill. If you are in the program, there will be a line item on your bill called “Water Service Maintenance Program.” If you are billed quarterly there will be a charge of $2.50/quarter; if you are billed monthly there will be a charge of $0.83/month.


To be a recognized community leader by creating customer solutions, adding value to our services, and maintaining competitive rates through the implementation of sound business practices.