• What if I didn’t get a bill?

    Your account is billed at the beginning of each month and is due twenty (20) days thereafter. If you don’t receive your bill by the 15th of the month, you should call or email our office. It is your responsibility to pay your balance whether you received a bill or not.

  • What is the billing process?

    “Billing Date” is the date when Jefferson Utilities mails the bill to each customer.

    “Latest Pay/Due Date” is the last date in which the bill can be paid without incurring a late payment penalty.

    Billing is typically generated by the 8th of each month and will be due no sooner than twenty (20) calendar days following the date Jefferson Utilities mails the bill.

    Billing charges are based on the usage acquired from the meter readings at each residence. Your meter is read every month via Jefferson Utilities electronic reading device.

    Estimated readings are sometimes done when inclement weather conditions interfere, such as snow covering water meters or ice covered roads. If your bill is estimated, you will see “EST” on the usage gallons. An estimate is calculated by our billing software which adds the last twelve (12) month’s usage together, throwing out the low and high numbers, and then averaging the remaining ten (10) months. Your next bill will be calculated based on deducting the estimated usage from your actual usage over the two month period.

  • How do I avoid late fees and Disconnection of Service fees?

    Your payment must be received in our office by 4:30 pm on the latest pay/due date shown on your billing statement. If the due date falls on a holiday or weekend, payment must be received by 4:30 pm on the closest business day prior to the due date. If payment has not been received by 4:30 pm on the latest pay/due date, a 10% penalty will be applied and a Notice of Schedule Termination of Services will be issued the next business day.

    If your account is scheduled for termination for non-payment, payment must be received by 4:30 pm of due date shown on Notice of Schedule Termination of Services. Once services are terminated a $25.00 disconnection charge will be applied and must be paid before services are reinstated. Reinstatement of service can take up to 24 business hours.

  • Who is responsible for my water line?

    The customer “owns” the water line from the point at which it exits the water meter and is responsible for maintaining it free from all leaks and defects. While Jefferson Utilities “owns” the water meter and the pipe connecting it to the water main, the customer is responsible for preventing damage to the meter, the box in which the meter sits in, known as the meter box, and all pipes and connections to it. The cost for damages that result from negligence, misconduct, or other actions by the customer or others may be billed to the customer.

  • Times are too tough and I need some assistance, what agencies might be able to help me?

    Jefferson County Department of Health and Human Resources
    239 Willow Springs Drive
    Charles Town, WV 25414
    Phone: (304) 724-2600

    Salvation Army
    501 Virginia Avenue
    Martinsburg, WV 25401
    Phone: (304) 267-4612

    Jefferson County Community Ministries
    238 West Washington Street
    Charles Town, WV 25414
    Phone: (304) 725-3186

  • If Jefferson Utilities doesn’t report a problem with my water pressure, it remains low, what should I do?
    • Check your pressure reducing valves for possible malfunction.
    • The aerator screens in your faucets could be dirty, in which they would need to be removed and cleaned.
    • Inline water filters may need to be replaced.
    • The main shut off valve may not be turned on all the way.
    • You may have a leak in your service line, in which you should call Jefferson Utilities for assistance.
  • Is there fluoride in the water?

    No, we do not put any fluoride in the water.

  • Do I need a water softener if I have public water?

    Jefferson Utilities does not soften its water, but provides each customer with safe and clean water. However, water from Jefferson County’s aquifer is in limestone rock which produces naturally occuring hard water. Water softening is most typically desirable in this region.

  • Is my water safe to drink?

    Yes, your water is routinely monitored to ensure water quality. All results are reported to the West Virginia Bureau of Public Health and published in our Customer Confidence Report. Your water meets all the requirements of the US Safe Drinking Water Act which can be viewed at http://water.epa.gov/lawsregs/rulesregs/sdwa/currentregulations.cfm

  • If I want to mark the water lines to avoid damaging them while digging poles, etc, what should I do?

    Jefferson Utilities is a member of Miss Utility of West Virginia. They can be reached at 1-800-245-4848. Within two business days all underground utilities will be marked. Water lines will be marked up to the meter with blue paint.