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SJW is Maintaining Safe and Reliable Water Service During the Coronavirus (COVID-19) Pandemic

We are carefully monitoring the state and national advisories regarding COVID-19. While we work to ensure our customers maintain access to a reliable and safe water supply, we are also taking precautionary steps to protect the health of our employees and customers. Read on to learn more about how San Jose Water is addressing the COVID-19 situation. 

Check out KPIX's story regarding the safety of your tap water: https://www.youtube.com/watch?v=_qzN3x8Q9Uo

 

Walk-In Office is Closed

On March 16, our walk-in office located at 110 West Taylor Street was closed to the public. 

We are here to help!  Our Customer Service team can assist you by email or phone at customer.service@sjwater.com or (408) 279-7900.

We are available Monday through Friday, 8:00 AM - 5:30 PM.

Water Shutoff: Scam Alert

There have been several reports of people pretending to be San Jose Water employees calling our customers and asking them to pay their water bill immediately (to the scammers). They claim that if you do not pay, your water will be shut off.

This is a SCAM. San Jose Water is not shutting off any water service during the coronavirus pandemic.

Reach out to us at customer.service@sjwater.com or (408) 279-7900 to report a scam or for information about your account.

Payments

For the health & safety of our customers and employees, here are the ways to submit your payments:

Phone: Call (408) 279-7900 for our free automated payment service using your checking or saving account, available 24/7.

  • TIP: When making your phone payment, you will first be asked for your San Jose Water Account Number. Have it handy and ready! Later in the phone payment process, you’ll be asked for your checking account routing and checking number information. Remember – you cannot use a deposit slip. Checking account information is required for your payment to be processed. 

Online: Visit www.sjwater.com/customer-care/billing-payment to submit a payment online with your checking or savings account.

  • TIP: Don’t forget to click the second submit button so your payment actually gets submitted for processing!

Other Payment Options

These payment methods are currently still being accepted, but may take more time to process due to the current COVID-19 restrictions and requirements in place. 

In Person: Effective Friday, April 10th, payments will no longer be accepted at our Door Drop located at 110 West Taylor Street by the customer service parking lot. 

By Mail: You can also mail your payment to: 

San Jose Water Company, 110 West Taylor Street, San Jose, CA 95110

Please include your billing statement stub or service address/account number when mailing your payment. 

 

Posting of your Payment

Based on our limited services, payment posting might be delayed. This means that your new billing statement might not reflect your most recent payment. Our Customer Service team can confirm receipt when you contact us at customer.service@sjwater.com or (408) 279-7900

  • TIP: Save yourself a call or email by checking with your bank first to see if your payment has cleared. Please wait until your next billing statement to see the payment reflected. 

Start, Stop, and Transfer Service

SJW is still processing requests for starting, stopping, and transferring your water service. To make a request, fill out the form here: www.sjwater.com/myservice. You’ll receive an email confirmation after we have processed your request.  

  • TIP: Send in your request at least 24 hours prior to needing it completed. If you prefer to make your request by phone, give us a call at (408) 279-7900 during normal business hours.

Protecting our Employees

To help slow the spread of the virus, and limit the risk to our own staff, many of our employees are now working from home. However, due to the importance of ensuring continuous delivery of safe and healthy water, our front-line employees will remain hard at work in the field.

We are asking employees who have direct customer contact to take social distancing precautionary measures, such as avoiding handshakes and wearing disposable nitrile gloves while in customers' homes.

In addition, please practice social distancing guidelines (staying 6 feet away) when you see SJW employees in the field.

Learn more about how we're keeping our employees safe and healthy while they keep your water flowing here.

Are you aware of any employees who have been exposed to COVID-19?

We are not aware of any suspected or confirmed cases of COVID-19 amongst our employees. If this were to change, we would work with state and local public health officials to address the issue and protect the health of employees and customers.

Field Requests

To continue keeping everyone healthy and safe, our technicians working in the field are available for limited essential emergency services. If you identify something that might require a property visit from one of our field technicians, our Customer Service team can assist.  We will need to discuss the issue and do some fact finding over the phone or through email, whichever you prefer.  

Please note – our field technicians are not making contact in person at this time. If we do respond to your property for an essential on-site investigation, we ask that you remain inside. The field technician will contact you by phone upon arrival and then call again afterwards to discuss the outcome of the investigation.  

San Jose Water has temporarily suspended all CATCH water conservation and other in-home appointments until further notice. We are committed to the health and wellbeing of our employees and customers. Keeping our employees away from situations where the virus may be present will help to prevent the spread of COVID-19.

Is my drinking water safe?

Yes, your water is safe. San Jose Water provides drinking water from one of three sources: groundwater from wells, surface water from our reservoirs in the Santa Cruz Mountains, and imported water purchased from one of three treatment plants owned by Valley Water.

According to the World Health Organization (WHO) and the American Water Works Association (AWWA), current treatment methods used by San Jose Water in our surface water treatment plants as well as purchased treated water from Valley Water are sufficient to disinfect water for contaminants, including COVID-19. Groundwater sources would not be sources for COVID-19, and existing required testing throughout our distribution system requires a chlorine residual to ensure water is clean and safe for consumption.

What is San Jose Water doing to ensure customers are protected from COVID-19?

While monitoring the state and national advisories regarding COVID-19, we have shared with our employees the preventative measures provided by the US Centers for Disease Control and Prevention (CDC) on how they can minimize the risk of catching COVID-19. San Jose Water also has robust emergency operations and business continuity plans that include the possibility of a pandemic. We have already and will continue to update them for COVID-19 as necessary to meet our service obligations to our customers and communities.

Novel Coronavirus Update Banner

 

Coronavirus Disease 2019 (COVID-19)

We Are Here To Help

SJW is assisting our customers affected by COVID-19. As we continue to deliver safe and clean water during this extraordinary time and always, we do appreciate your payment. However, we know that some of our customers have been impacted financially. If you are facing a difficult situation, please contact us to make payment arrangements before your account becomes past due. Our customer service advocates are eager and ready to help you. You may contact us by email at customer.service@sjwater.com or call us at (408) 279-7900.

Estimated Billing

During the shelter-in-place period, San Jose Water is suspending meter reading and will begin estimating billing. This is for the safety of our employees and customers. For most of our customers with a consumption history, San Jose Water will look at your prior year’s usage during the same time period to determine an estimated usage for your home.

For more information about this change in our meter reading operations, read our Frequently Asked Questions.

Serving Our Customers

We are committed to providing support to our customers in the face of disaster. If you or a family member have been affected by COVID-19 and are unable to pay your bill on time, learn how we can assist with our Disaster Relief Program.

Where can I find more information on COVID-19?

Preparing Your Building for Reopening after COVID-19 Shutdown

After several weeks or more of non-use, stagnant water in building plumbing can cause conditions that increase the risk for growth and spread of Legionella and other biofilm-associated bacteria. Take these preventative measures to protect employees' health when it's safe to open back up.