AN UPDATE TO OUR RESPONSE ABOUT COVID-19

At West Virginia American Water, we remain committed to keeping you informed as we continue our work to deliver clean, safe and reliable water and/or wastewater services to you during the COVID-19 public health emergency.

WE HAVE A PLAN

West Virginia American Water has activated our business continuity plan to strengthen our ability to continue to provide reliable, high-quality service to our customers. We continue delivering drinking water service that meets water quality standards, providing wastewater services and protecting our employees and customers during this public health emergency. We are confident that our preparedness efforts and the extraordinary efforts of our employees will enable us to successfully continue operations.

The current health emergency is a rapidly developing and changing situation. We are working to provide our customers and communities with water and wastewater services during this time, all while protecting the health and safety of our employees. Many of our employees are working double duty, not only taking care of you, our customers, but their own families as well. They are dedicated and know the essential service that they provide plays a critical role, given the importance of personal hygiene in preventing the spread of the coronavirus.

WE KEEP SERVICE FLOWING

Over time, you may see West Virginia American Water field service representatives and crews performing needed tasks to keep our operations running in coordination and compliance with all federal, state and local agencies and directives. As evolving conditions necessitate changes to our work practices and procedures, we will do so in a way so that we are able to continue to provide water and wastewater services.

Below are the actions we have taken to continue to help our customers and communities through this crisis:

CUSTOMER ASSISTANCE If you’re experiencing a financial hardship, please call us at 1-800-685-8660 to discuss your eligibility to enter into a payment arrangement. We also offer financial assistance to low-income customers who qualify through reduced rates and emergency grants.

IMPLEMENTED SOCIAL DISTANCING – As mentioned above, you may see our employees and crews performing work. For your safety and the safety of our employees, we ask that you do not approach our employees. If you have a question, visit our website or call us at 1-800-685-8660 to discuss. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.

WATER-THEMED ACTIVITIES FOR THE WHOLE FAMILY – We’ve ramped up our web-based outreach to deliver new fun, educational, water-related activities for kids and parents to do at home. Follow us on Facebook for new activities posted regularly, and visit our Water Learning Center to access additional water curriculum and kids' activities. We will have even more coming out in the following weeks.

UPDATING YOUR CONTACT INFORMATION  Many customers have visited our MyWater customer portal to update their emergency contact information. If you have not done so, please take a moment to ensure your information is accurate.

DON'T FLUSH WIPES! – With hand hygiene at the top of everyone’s minds and toilet paper in high demand, many households are increasing their use of sanitizing wipes and “flushable” wipes. Please do not flush wipes down the toilet. Flushing wipes, paper towels, or other paper products not intended for use in wastewater systems down the toilet can lead to sewer backups and in-home plumbing issues which may be expensive to repair. Even wipes labeled as “flushable” or “biodegradable” can cause backups for sewer utilities and headaches for homeowners.

“12 Things That Should Never Go Down Your Drain”

ADDITIONAL WATER & WASTEWATER SAFETY INFORMATION

For additional information about the coronavirus and drinking water and wastewater, please visit:

ADDITIONAL CORONAVIRUS INFORMATION

For additional information about the coronavirus, please visit:

We will keep you updated on our actions as this national public health emergency evolves. For more information on our pandemic preparedness and response, as well as customer service options, visit www.westvirginiaamwater.com.

Stay healthy and safe. Thank you.