Customer Service
Customer Service is an integral part of Chester Water Authority (CWA). Answering a myriad of questions about your bill, your meter, your usage, your service line as well as dispatching service technicians to facilitate repairs if necessary. Customer service does not begin or end with the Authority’s Customer Service Department, but has many faces here at CWA. We provide award-winning water at an affordable price. If there’s anything you need, contact us.
How to Read Your Water Bill
Your water bill contains information about your water use and charges.
Keeping Customers Safe
Stop. Look. Listen. Chester Water Authority wants all of our customers to be safe.
Forms, Applications and Requests
Application for Service, Water Certification, Leak Adjustment, Name Change and more!
Get Help Now
Customer Service Options
- By Phone– please call 610-876-8181
- Online – visit the MyCWA portal. Click on “Contact Us” in the top right corner.
- In Person – by appointment only. Please call 610-876-8185 to schedule an appointment
LIHWAP Program
Good news: The Low Income Household Water Assistance Program (LIHWAP) is reopening for a limited time on Monday, July 10, 2023!
On January 4, 2022, LIHWAP opened in Pennsylvania to relieve water and wastewater unaffordability amplified by the COVID-19 pandemic. This temporary federal emergency grant program:
- Restored water and wastewater service to 760 homes;
- Prevented 10,200 families from having their water and wastewater services disconnected; and
- Served over 38,000 Pennsylvania families in total.
By October 2022, the $43.2 million LIHWAP budget was fully spent and the program ended, with no plans or promises of ongoing funding. When the federal government reallocated unspent LIHWAP funds from other states, Pennsylvania was first in line – and will receive approximately $5 million in additional funds to temporarily reopen the program!
Starting Monday, July 10, the program will begin accepting new applications.
- Water and wastewater customers will be able to apply through Compass or paper application.
- Grants up to $2,500 for water and $2,500 for wastewater/sewer will be provided to eligible customers.
- To qualify, an applicant must:
- Have household income at or below 150% of the federal poverty level (based on 2022 poverty guidelines).
- Be responsible for paying your water or wastewater service (may be a renter or a homeowner).
- Have a past-due water or wastewater bill, received a termination notice, or were already terminated.
- Did not previously receive a grant for the same provider and same service.
The program has very limited additional funding and will only be open until August 11 – or until funding runs out!
Common Questions
Frequently Asked Questions
A list of our most commonly asked questions. If you have a question not listed here, please contact us.
What are your hours of operation?
Walk-in: By appointment only. Please call 610-876-8185 to schedule an appointment.
Telephone: 800-793-2323 or 610.876.8181 8:30 am to 4:30 pm Monday through Friday
Emergency Calls – 24 hours per day. 7 days a week.
Our 24-hour phone number is: 800-793-2323 or 610.876.8181
Why has my water been shut off?
The water may not be on due to the fact that there may be a water main break in your area or because of non-payment of your water or wastewater bill. Please contact our Customer Service Department if you need to set up a payment plan.
My water bill is higher than normal.
There may be a leak. CWA will first check your account to see the consumption history and a meter serviceman will be scheduled to inspect your home for possible leaks.
The average household uses about 5400 gallons per month, or 180 gallons per day. If your water consumption seems too high, please contact our Customer Service Department for assistance.
How do I get my water meter read?
Please contact Customer Service to have your water meter read. A meter serviceman will be sent to your home.
I am a landlord. Have my tenants paid their water bill?
CWA will notify a landlord if the tenant has failed to pay their water bill. If the tenant has not paid their water bill, the landlord is responsible to pay it.
I see water bubbling in the street. What should I do?
There may be a water main leak. Please call our CWA and report any possible leaks.
Emergency Calls – 24 hours per day:
610-876-8181 or 800-793-2323
Water is leaking in my basement. What should I do?
You may have a water service leak. Please call our CWA and report any possible leaks.
Emergency Calls – 24 hours per day.
610-876-8181 or 800-793-2323
I am having financial difficulties. Can I make arrangements for a payment plan?
Yes. Contact the Customer Service Department for details.
I have high/low water pressure. What can I do?
Contact our Customer Service Department. Someone will be scheduled to visit your home to check pressure issues.
Who is responsible for my plumbing?
Many facilities that provide water to your home or business are located underground. The sketch below shows the location of a typical water service, and who is responsible for what part of it. If you have any questions, call our Customer Service Department at 1.610.876.8181 or 1.800.793.2323.
Sketch of Curb Box
Sketch of Meter Box
Chester Water Authority’s Public Records
Right to Know
Chester Water Authority’s Bottled Water
Bottled Water Request
Rules and Procedures for CWA Bottled Water
- Requestor must pick up the cases of bottled water at Distribution Headquarters (Front and Fulton Streets, City of Chester) unless special permission is granted for the Authority to deliver-arrangements must be made at least three days in advance of the event.
- Bottled water must be used for a special public event.
- Bottled water must be given away and not sold by the Requestor either to raise funds or for profit.
- If there is an event fee, fees must be used only for payment of event costs and not as payment to individuals.
- The maximum amount of cases available for an event is 5 cases during the Spring, Fall, and Winter and 10 cases during the Summer unless special permission is granted. There is a maximum limit per year per organization.
- The amount of cases requested must be commensurate with the amount of people expected and the type of event and time of year it is being held
- Bottled water is available for fire companies for use on fire trucks only, and not for consumption in the fire houses-maximum of 5 cases twice per year per company
- Bottled water is not to be provided for general use over extended periods of time
- Bottled water is not to be provided when there is a convenient alternative such as water fountains, pour containers, etc.
- Bottled water is not to be provided for private family reunions, block parties or other private events (birthday parties, funerals, social gathers, etc.)
- Event must be located within the Authority’s service area.
