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

We have spent the past year ensuring the safety of our employees and customers. As we all begin to emerge from COVID, we will keep you updated on any changes to our processes. 

Check out KPIX's story regarding the safety of your tap water video.

 

What kind of financial help is San Jose Water offering due to COVID-19?

As we continue to deliver safe and reliable water during this time, we appreciate your payment. However, we know many of you have been impacted financially. Below, we have laid out the relief available to customers during this difficult time.

  • No water shutoffs
  • Flexible and extended payment plans
  • No deposit requirements on new service
  • WRAP (Water Rate Assistance Program)
    • Provides a 15% discount on the total water bill for eligible low-income customers.
  • No collection activity for non-payment

Please reach out to us at (408) 279-7900 or customer.service@sjwater.com. We are here to help.

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.

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

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.

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 no-contact CATCH water conservation appointments available. For more information, go to www.sjwater.com/catch. 

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.

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!

Mail: You can also mail your payment to: San Jose Water Company, 110 West Taylor Street, San Jose, CA 95110

  • TIP: Please include your billing statement stub or service address/account number when mailing your payment.
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Walk-In Office Remains Closed

On March 16, 2020, 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.

Housing is Key

Water Utility Bill Relief Resources

We understand that this has been a difficult time for many of our customers. In addition to offering our Water Rate Assistance Program (WRAP) and very flexible payment plans, we suggest reaching out to the following local resources for further help.

  1. Call 211 from any phone. This is a resource and referral line which provides information on organizations offering help with rent and utility payments. They will provide contact information, website URLs and phone numbers.
  2. West Valley Community Services offers water bill assistance to the areas they cover. Call (408) 255-8033.
  3. COVID-19 Rent and Utility Bill Relief. Call (833) 430-2122 or visit www.housing.ca.gov/covid_rr. Provides applications for help with rent, utility bills and more if you have been impacted financially by COVID-19.
  4. St Vincent De Paul Society - Santa Clara County: call (408) 249-2853. The type of assistance will vary by church and location.

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.

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.

Where can I find more information on COVID-19?