News Flash

Utilities

Posted on: March 16, 2020

Winston-Salem/Forsyth County Utilities Coronavirus Response Plan

COVID-19 Response Plan - Swann intake on Yadkin River

In response to the COVID-19 pandemic, the City of Winston-Salem and Winston-Salem/Forsyth County Utilities have implemented a response plan and will adjust to the situation as it evolves. The Centers for Disease Control and Prevention reassures customers that coronavirus has not been detected in treated drinking water. The filtration and disinfection methods used at the three water treatment facilities in Forsyth County effectively remove and inactivate COVID-19.

WSFC Utilities has taken additional steps to protect its customers and employees. All water and wastewater treatment facilities are safely staffed and will continue to provide dependable service to the region. Crews will read meters, start and stop water service as requested by customers and respond to water and sewer emergencies. Other services that are not urgent or time-sensitive may be postponed. Collection of customer-requested water samples has been suspended and will be processed after restrictions are lifted.

Customers can submit service requests online or through City Link. Agents are available by dialing 311 or 336-727-8000. Visit cityofws.org/City-Link for more options. In an emergency, or if staff need to interact directly with customers, they will follow Centers for Disease Control and Prevention safety guidelines, including social distancing and hand hygiene.

WSFC Utilities is complying with all requirements of Governor Roy Cooper’s March 31 Executive Order 124, extended on May 30 in Executive Order 142 to protect the health, safety and welfare of residents and visitors. The department had already suspended water disconnections due to non-payment on March 13 in order to ensure that all customers would continue to have access to clean and safe water. Late fees and interest penalties assessed on or after that date were also waived. These policy changes will remain in place until further notice. As of the latest executive order, customers have at least six months to pay overdue utility bills with due dates between March 31 and July 29, 2020. 

Water meters continue to be read and all customers are still responsible for paying their utility bills. On-time payment is highly encouraged to avoid accruing a large balance. Residential customers experiencing financial hardship may contact City Link for payment plan options on outstanding bills or to request reconnection of residential water service. Customers should be wary of scams threatening disconnection of service and demands for immediate payment by money order or gift card over the phone.

For customers requiring cash payment of bills, drive-through service is currently available 8 a.m. to 5 p.m. Monday-Friday at Bryce A. Stuart Municipal Building, 100 East First Street. Vehicles can access the drive-through via Church Street between the south side of the building and the Fairfield hotel. There is also a drive-through at Black-Phillips-Smith Government Office, 2301 North Patterson Avenue from 9 a.m. to 5 p.m. Monday-Friday.

A night depository is also located at the Stuart Building. Payments placed in the “City Night Drop” box at the Church Street employee entrance after 8:00 am or on weekends and holidays will be processed the following business day.

Through an organized and deliberate process, employees not involved in critical functions are working from home. Staffing impacts will be evaluated and adjusted as needed. Your patience and understanding during this unprecedented time is greatly appreciated.

For comprehensive information throughout this crisis, please visit cityofws.org/COVID-19.

Facebook Twitter Email

Other News in Utilities