At Union County Water, we know that you count on us for reliable water and wastewater services – no matter the weather. Our crews will be available 24/7 to respond to water and wastewater emergencies with our system, and you can reach us 24/7, even if and when our Customer Care office is closed due to wintry conditions. When Customer Care is closed, a call taker is still available to take your name, address, contact information, and a description of the situation.

Before you report what you believe to be an emergency, we want to clarify what types of issues warrant an emergency response by Union County Water crews. Please review the information below carefully so that we can appropriately respond to your concern.

Customer Care Resources During the Storm:

• Sewer Back-ups: Call our Customer Care team immediately at 704-296-4210. Our after-hours crews are available for wastewater emergencies, even in winter weather events, although icy road conditions may impact our crews’ response times.
• Water Emergencies Outside or in the Right-of-Way: If you witness a broken water main or other water emergency that involves our underground system, please call our Customer Care team immediately at 704-296-4210. While rare, the typical type of water emergencies our crews respond to after-hours would involve our water system – not issues on your side of your meter or in your home’s plumbing system. Our crews are limited to maintenance and repairs on our publicly-owned system, not privately-owned plumbing. This is why we encourage you to have a trusted plumber to call for advice or assistance for issues inside your home, although our website also has many tips for you to learn more about how water and wastewater systems work.
• Loss of Water: If you encounter a loss of water service in your home during a winter storm, this is likely due to frozen pipes – not an issue with our water system. Read this story for more information and learn how you can prevent frozen pipes.
• Billing & Account Inquiries: All questions about billing statements, changes to customer accounts, and other routine matters will be addressed during normal business hours. After-hours, these inquiries are best made via email. Please send a complete message including your name, street address where you receive service, and your complete question or concern to water@unioncountync.gov or use the webform on our Contact Customer Care page.
• Bill Payments, Account Balance, or Due Date Inquiries: To pay your water bill, use our Customer Portal or view our various payment methods on our Pay My Bill page. Customers can call 704-292-2537 to pay by credit or debit card (service fee applies), check your account balance, check your bill due date, or verify payment status.  

Finally, you can help us respond to calls for service quickly and safely by following local authorities’ guidance about staying off the roads during extreme weather events. By staying home, you can help keep the roads clear for first responders and utility workers, allowing us all to respond to our customers more quickly and restore vital services. If you must drive during severe weather, please be particularly mindful of our crews, whose primary workplace is often within the roadway. Be mindful of your speed and how wintry road conditions impact your ability to slow down and drive around work zones.

At Union County Water, our team is committed to ensuring you – our neighbors and our customers – have the reliable water and wastewater services you depend on everyday. Thank you for the opportunity to serve you.

Additional Winter Storm Resources for Customers:  

• Power Outages & Water Service: What Customers Need to Know
• Have You Lost Water Service in the Winter Storm?
• Watch for Crews at Work