Customer Service
Complaints
Although we work hard to give you the best service we can, there may come a time when you have a service problem. If you have a complaint, we want to hear about it. Please contact Customer Service Department at (302) 947-9600 or email us to state your complaint. In most cases, one of our Customer Service Representatives will be able to act on your complaint. If for some reason, your complaint is not handled to your satisfaction, then you may appeal to the Director of Operations.
Should you still be dissatisfied and want further assistance you may contact the Delaware Public Service Commission at 1-800-282-8574.
Frequently Asked Questions
How Often Are Meters Read?
Residential meters are read quarterly during the months of January, April, July and October. Commercial meters are read monthly.
Why do I have to pay a Facility Fee even if I use very little or no water?
Your bill is comprised of a facility fee charge and a water usage charge. The facility fee is designed to recover a portion of costs incurred in providing water service. This includes maintaining the water supply, treatment process, distribution of mains and service lines that provide water service to your home or business. This charge is on every bill and is based on the size and flow capacity of your meter. The water usage charge is the amount of water you actually used in 1000th/ gallons.
What happens if my bill is not paid by the due date?
A Final Notice will be sent requesting the payment. If payment or payment arrangements are not made within 10 days of the Final Notice, the service will be terminated. I haven’t paid my bill; how do I know if my water is scheduled for disconnection? Contact Customer Service Department and speak to a customer service representative. Will I have to pay to have my service reconnected if it is interrupted due to non-payment? Yes, you must pay the entire balance owed; in addition, a $25.00 turn off fee and a $25.00 turn on fee must be paid to restore service. PLEASE NOTE, per Long Neck Water Company rules and regulations, a $150.00 re-connection fee shall be applicable to a premise that has had discontinuance of service due to the termination of a water service contract for 30 days or more.
My water service has been interrupted for non-payment. How can I have my water service restored?
Contact Customer Service Department and a representative will let you know the amount that is owed. Once full payment has been received and a work order has been issued, your service will be restored within 24 hours. ### + Can I turn my own water service back on? No, that’s Tampering with our equipment. If we detect that you restored your own water service, your service will be interrupted. In addition to turn off & turn on fees ($25.00 each & $35.00 each after hours), a $75.00 tampering fee will be charged to your account. Also, legal action may be taken to prosecute you for theft of service.
I didn’t receive a water bill – what should I do?
Contact Customer Service Department at 302-947-9600 or e-mail us at info@longneckwater.com
What should I do if I believe that my water bill is incorrect?
Contact Customer Service Department and discuss your concerns with a representative. You may schedule an appointment with one of our technicians to review the meter reads and discuss your usage history. If you still believe your bill is incorrect you may request a test of the meter. If tests show the meter is within the Public Service Commission guidelines you will be charged a fee based on the size of the meter.
Can I pay my bill online?
Yes, click the Pay Bill menu tab at the top of the page.
If I sell my home what do I need to do about my water bill?
Contact Customer Service Department and request a final read of your water meter as soon as you know your closing date.
What should I do if I suspect my high bill is due to a plumbing problem?
The customer is responsible for fixing leaks and plumbing problems within the home or business. You are also responsible for repairing leaks that are in the service line after the meter pit.
How do I report water leaks?
Contact Long Neck Water Company at 302-947-9600 24 hours a day, seven days a week. A technician will be dispatched to investigate the problem.
\What are the payment methods?
Payment can be made by check, money order, cash, and debit or credit card. You can also pay your bills on our website. ### + How do I get information about my water quality? You can contact our office at 302-947-9600 to request a copy of the most recent Water Quality Report or view it on our site.
Can I pay your technician in order to keep my water service on?
Long Neck Water Company prohibits utility workers from accepting payments of any kind. Please call or visit the Customer Service Department to make any payments.
My drinking water often looks cloudy or milky when I fill a glass from the faucet?
Air bubbles in the water can take on a cloudy or milky appearance. This usually occurs in the winter when the drinking water is cold. Let the glass sit and the air bubbles will rise to the surface and disappear.
Why does my drinking water sometimes have a chlorine taste and odor?
Long Neck Water Company is required to add disinfectant (chlorine) to the water during the treatment process to kill germs. You can, fill a container and shake it. Let it stand uncovered for a while, cover the container and place it in the refrigerator for drinking. The chlorine odor will dissipate.
What causes water mains to break?
Seasonal temperature changes can cause the ground to expand and contract leading to water mains moving and breaking. Main breaks are noticeable when water is bubbling out of the ground. Some breaks are less noticeable and may only be detected by a loss of water pressure. We strive to respond as quickly as possible to repair water main breaks and restore service. Water service may be interrupted during repairs.