• What if I didn’t get a bill?

    Bills are dated and mailed by the 7th of each month for water used in the previous 30 days (mid-month to mid-month period).  As an example, your January bill would be for water consumption between roughly November 15th through December 15th.  Each bill is due on the 27th of the same month bill is issued.  According to the WV PSC Rules, a 20 day grace period is allowed for payment and once this period is passed, a 10% penalty will be applied on or after the 28th of each month.

  • What is the billing process?

    Bills are dated and mailed by the 7th of each month for water used in the previous 30 days (mid-month to mid-month period).  As an example, your January bill would be for water consumption between roughly November 15th through December 15th.  Each bill is due on the 27th of the same month bill is issued.  According to the WV PSC Rules, a 20 day grace period is allowed for payment and once this period is passed, a 10% penalty will be applied on or after the 28th of each month.

    JUI is not responsible for lost mail, late delivery or issues for delivery by the United States Postal Service.   All customers are solely responsible for payment of their monthly bill by the 27th of each month to avoid penalty and possible termination of service.  All customers may visit our payment portal at https://juiwater.epayub.com/Pages/default.aspx for quick pay or login in pay options.

    On or after the 28th of each month, termination notices will be dated and mailed, for all past-due charges owed.  As an example, your past due January bill will have a termination notice mailed out by the 1st of February.  All customers are allotted a 10 day grace period to pay the past-due bill and penalties.  On or after the 11th of each month, if payment has not been received, the service will be subject for termination.  All customers will receive at least (1) phone tree notification prior to the day of termination.  JUI is not responsible for phone numbers that are outdated due to failure to update your customer information.  The WV PSC recognizes phone tree notifications as a proper method of notice to a customer in threat of termination.

    Once the phone tree notification has been issued, customers still past-due will be terminated of services and a $25 reconnection fee will be applied and must be paid prior to reinstatement. If the service is disconnected, reconnection may take up to 24 hours to occur after payment has been received.  (PSC Rule 4.8.b)

  • Do estimates occur?

    Estimated readings are sometimes done when inclement weather conditions interfere, such as snow covering water meters or ice covered roads. If your bill is estimated, you will see “EST” on the usage gallons. An estimate is calculated by our billing software which adds the last twelve (12) month’s usage together, throwing out the low and high numbers, and then averaging the remaining ten (10) months. Your next bill will be calculated based on deducting the estimated usage from your actual usage over the two month period.

  • Who is responsible for my water line?

    The customer “owns” the water line from the point at which it exits the water meter and is responsible for maintaining it free from all leaks and defects. While Jefferson Utilities “owns” the water meter and the pipe connecting it to the water main, the customer is responsible for preventing damage to the meter, the box in which the meter sits in, known as the meter box, and all pipes and connections to it. The cost for damages that result from negligence, misconduct, or other actions by the customer or others may be billed to the customer.

  • Times are too tough and I need some assistance, what agencies might be able to help me?

    Jefferson County Department of Health and Human Resources
    239 Willow Springs Drive
    Charles Town, WV 25414
    Phone: 304-725-3464

    Salvation Army
    501 Virginia Avenue
    Martinsburg, WV 25401
    Phone: 304-724-2600

    Jefferson County Community Ministries
    238 West Washington Street
    Charles Town, WV 25414
    Phone: (304) 725-3186

  • If Jefferson Utilities doesn’t report a problem with my water pressure, it remains low, what should I do?
    • Check your pressure reducing valves for possible malfunction.
    • The aerator screens in your faucets could be dirty, in which they would need to be removed and cleaned.
    • Inline water filters may need to be replaced.
    • The main shut off valve may not be turned on all the way.
    • You may have a leak in your service line, in which you should call Jefferson Utilities for assistance.
  • Is there fluoride in the water?

    No, we do not put any fluoride in the water.

  • Do I need a water softener if I have public water?

    Jefferson Utilities does not soften its water, but provides each customer with safe and clean water. However, water from Jefferson County’s aquifer is in limestone rock which produces naturally occuring hard water. Water softening is most typically desirable in this region.

  • Is my water safe to drink?

    Yes, your water is routinely monitored to ensure water quality. All results are reported to the West Virginia Bureau of Public Health and published in our Customer Confidence Report. Your water meets all the requirements of the US Safe Drinking Water Act which can be viewed at http://water.epa.gov/lawsregs/rulesregs/sdwa/currentregulations.cfm

  • If I want to mark the water lines to avoid damaging them while digging poles, etc, what should I do?

    Jefferson Utilities is a member of Miss Utility of West Virginia. They can be reached at 1-800-245-4848. Within two business days all underground utilities will be marked. Water lines will be marked up to the meter with blue paint.