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Posted on: September 14, 2021

How the COVID-19 Pandemic Has Impacted Our Staffing and Billing

On March 9, 2020, when Governor Phil Murphy declared a COVID-19 Public Health Emergency, we closed our facilities, including our Cortland Street administrative office, to the general public. We also modified the work schedules of our employees to ensure protective safety measures for all.


The changes in staffing and scheduling impacted the billing and meter operations workflow, resulting in the delay of customer bills and the reading of water meters system-wide. Fewer staff members were handling the regular workload. As a result, many of our customers have not received a TWW bill on time.


Here are the corrective steps we have taken:


  • On March 11, 2021, we returned to full staffing in billing, customer service, and meter reading. On June 1, we reopened our administrative office and in-person customer service to the general public.


  • We are generating bills and offering customers who may experience payment challenges the option of flexible payment agreements.


  • You will receive a separate bill for the "Ready to Serve" charge only—the meter rental fee—that we did not bill in the fourth quarter of 2020. Customer Care at (609) 989-3055 can answer any questions you may have about your account.


We apologize for any inconvenience that our billing issues may have caused and thank you for being a valued customer. If you have questions, please contact Customer Care at (609) 989-3055.

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