In the immediate aftermath of Helene, the City of Asheville Water Resources Department paused all billing activities and reinstated them after potable water was restored to the entire distribution system.
While most customers have since resumed regular payments for utility services; some have not paid their bills since before Hurricane Helene, which occurred a year ago.
Beginning in early November, customers who have outstanding balances will be notified of water service cuts by two means of communication:
- An automated phone call to the number on their account
- A mailed personalized letter
Service cuts will begin on Monday, November 10, with the oldest past due accounts disconnected first.
Payment plans are available for outstanding balances. For any questions, please contact Customer Service at (828) 251-1122 or visit Asheville City Hall, First Floor of 70 Court Plaza. Business hours are Monday-Friday, 9 a.m. – 5 p.m.
Why is Water Resources reinstating service cutoffs?
Water Resources last performed regular service disconnections approximately two years ago. This decision was made in the beginning stages of a system-wide water meter replacement project, which made water usage readings more complicated and time-consuming. With the meter replacement project nearing its final stages, Water Resources again has the ability to measure water usage in a timely manner.
Water Resources’ operating budget is entirely funded by customers paying their water bills. Like many other utilities, the only revenue stream available to Water Resources is customer payments. Maintaining and improving our water system is our first priority. That requires financial resources.
How long do I have to make a payment before my service is disconnected?
To avoid disconnection, either payment in full or an authorized payment contract must be in place within 15 days of the date on the notification letter. Customers requesting a payment contract will be required to come to City Hall, at 70 Court Plaza, Asheville, NC, 28801, between the hours of 8 a.m. and 5 p.m., Monday through Friday. The first payment will be due at that time.
An approved payment plan must be in place before service is disconnected or the full balance must be paid before reconnection.
Can I request additional time to make a payment?
Yes. Customers requesting additional time may receive either a 3- or 6-month formal payment contract. This would require regular monthly payments, along with on-time payment of any bills received after signing the payment contract.
Failure to make either the payment contract payments or the regular bill payments by the due date, will result in termination of the payment contract, in which case all amounts owed will be due immediately to avoid disconnection.
How is the length of payment contracts determined?
Customers with a balance of $500 or less will be offered a three-month payment contract. Customers who owe more than $500 will be offered a six-month payment contract.
What nonprofits offer payment assistance?
Eblen Charities offers a utility payment assistance program. Eblen may be reached by calling (828) 255-3066 or by visiting eblencharities.org.
NC 211 is a statewide information and referral service operated by United Way of NC. This free service is available 24/7 and in many languages. To access this service, dial 2-1-1 to speak with a referral specialist who can help you identify a wide range of health and human services in your area, including but not limited to utility assistance.
Many churches and religious nonprofits in Asheville and Buncombe County offer utility payment assistance, as well.
Who do I contact for more information?
Customers with questions should contact Water Resources Customer Service at (828) 251-1122, between 9 a.m. and 5 p.m., Monday through Friday, or visit Customer Service at City Hall between 9 a.m. and 5 p.m., Monday through Friday. City Hall’s address is 70 Court Plaza, Asheville, NC 28801.