Updated: December 31, 2020
Fairfax Water provides a critical service to the community and we are committed to doing so throughout the pandemic. We are actively following the events on a regional and national level and are ready to adapt as needed.
Access to clean water for hand washing and other public health needs is essential to slowing the spread of COVID-19. It is critical that public water systems remain operational at all times, but especially during this period. Although the sole funding of the water system is through collection of user fees, we are here to help and will continue to work with customers who cannot pay by their due date. If you are experiencing financial circumstances that have hindered your ability to make a payment, please contact our offices at 703-698-5800. We will happily work with you to set up payment arrangements to help you avoid a larger balance later.
Eligible customers can request payment assistance through the COVID-19 Municipal Utility Relief Program. Applications must be received by December 1, 2021. Click here to learn more. PLEASE NOTE: CARES Act funds will only be available until all funds have been exhausted, so please apply as soon as possible.
As of August 3, 2020, Fairfax Water’s main office located at 8570 Executive Park Avenue, Fairfax, VA, will be open to the public. We ask that visitors wear face coverings, maintain social distancing, and stay home if experiencing symptoms of COVID-19.
We strongly encourage customers to complete transactions and manage payments electronically via our customer portal located at fwcustomer.org/fairfax. For customers that would need to come to our main office to conduct business, we are offering the following alternatives:
Use the night deposit box for payment transactions (check or money order) located at our main office (8570 Executive Park Avenue, Fairfax, VA). Be sure to use the available payment envelope. Payments will be gathered from the deposit box and posted to our records throughout the day.
You can also pay your bill online via our Customer Portal at fwcustomer.org/fairfax.
If you need to drop off site plans at our main office, please leave them in the IN/OUT box provided in the vestibule.
If you need to file paperwork or pay fees related to development, please call the New Services line at 703.698.6080 to schedule an appointment.
Water Quality and Service
For Fairfax Water, supplying our customers with a safe and reliable source of drinking water is our top priority at all times. Because of this, we are always on alert and ready to adapt to any emergency, and that includes pandemics. We are used to operating in a heightened state of alert because we know an emergency can happen at any time. During any crisis, it is our job to keep the water flowing while protecting the safety of our customers and employees.
Fairfax Water is monitoring the pandemic. This is a rapidly changing situation, and we are adapting as needed. We are also in communication with state and local health officials to coordinate responses. Our focus is to ensure continuity of water service no matter how this situation evolves, and we are up to the task.
In terms of drinking water quality, our treatment process contains multiple barriers and successfully treats for viruses such as COVID-19. Transmission of the virus is not a risk in treated drinking water. Disinfectants, like chlorine, used to treat drinking water are effective in inactivating COVID-19. Situations like the one we are experiencing today show the vast importance that chlorination and our other disinfection processes have on protecting public health.
We have reviewed our emergency plans and have made advanced preparations so that we can handle any changes in the months ahead. Our staff, whether at one of our treatment plants, in the field, or working remotely if needed, is continuing with business as usual. Should it become necessary, we have plans in place to work with a reduced staff.
Increased Safety Measures
Protecting the health of our employees and customers is a top priority. We have asked employees to follow CDC guidelines to prevent the spread of COVID-19. This includes the use of face coverings and social distancing practices. Employees who normally work in the community are reducing interactions with customers when possible and utilizing alternate ways of doing business.
Maintaining Building Water Quality During and After Closures
Make plans to maintain your office or building’s water quality during and after shutdowns. Flush the pipes to ensure optimal water quality. Click here to learn more.
To stay in touch with our customers during this time, we will post updates on our website: www.fairfaxwater.org. We also encourage customers to visit the sites below to learn more on the region’s response to COVID-19:
For additional questions, please contact our customer service department:
By phone: 703.698.5800 (TTY 711); Open weekdays, 8:00am ‐ 6:00pm
By email: firstname.lastname@example.org