CSS Portal Planned Maintenance
Effective after hours, Wednesday, February 28, 2024, through Monday, March 4, 2024, BWSC will be performing scheduled maintenance on the CSS portal. Autopay will not be affected. Late fees will not be applicable during this time. Our payment booth at BWSC headquarters (980 Harrison Ave) will be open but only for cash and check payments. The CSS Portal will be unavailable.
We appreciate your patience while we work to improve our systems. If you experience any other issues during this time, please call our Customer Service team at 617-989-7800.
BWSC Offers Flexibility to Customers Experiencing Financial Difficulties
The COVID-19 crisis reminded us that people may run into financial difficulties unexpectedly. The Commission remains ready to work together with such customers in agreeing to manageable payment arrangements to assure there is no interruption in service. Customers requiring payment assistance should call the Commission’s Collections Department at (617) 989-7070.
Billing Information
How do you pay your bill? What do you do if you believe your bill is wrong? These answers and more are below.
To check your balance or make payments by phone, please call 844-470-5881.
Effective September 1, 2023, customers who pay their water and sewer bills using a credit of debit card (Visa, Mastercard, and Discover) will be assessed a convenience fee of $4.25 by the third-party payment processor per every increment of $650.00. This fee has been reduced by the vendor who receives the funds directly to cover processing costs. At no time does this fee enter the Commission’s records. BWSC continues to offer payment options without convenience fees. Customers can make payments by cash, electronic check, or by mail with check without being subject to a convenience fee.
Payment and Refunds
Pay Online
Visit the My Account page to make electronic payments using your checking/money market account, debit card or credit card. BWSC accepts MasterCard, VISA, and Discover.
Pay by Mail
Mail check or money order directly to:
Boston Water and Sewer Commission
980 Harrison Avenue
Boston, MA 02119
Pay in Person
BWSC offices at 980 Harrison Avenue will be open to the public Monday through Friday from 8:00 a.m. to 5:00 p.m.
Refunds
If you have a credit on your bill, you may have the amount applied to future bills, transferred to another account or you may request a refund if all of your accounts are current.
Contact Customer Service for assistance at 617-989-7800.
Disputing Your Bill
If for any reason you believe your bill is wrong, you must notify BWSC within 30 days of the billing date for which the dispute is claimed. Contact Customer Service at 617-989-7800 and identify the amount and the reason you believe there is an error.
For more information on the appeals process, consult the BWSC Billing, Termination and Appeal Regulations (BT&A).
Delinquency Charges
A delinquency charge will be added to any amount not paid within 31 days after the billing date shown on the front of your water and sewer bill. The delinquency charge is calculated at a daily rate of .03836%, which is equal to an annual percentage rate of 14%. BWSC has the authority to foreclose on your property if it remains delinquent between one and two years.
Once a formal demand is made, BWSC will charge 16% interest in lieu of the 14% delinquency charge. BWSC will take the property for past-due charges in the same manner that the City of Boston takes properties for past-due taxes. Similar to the City, BWSC will proceed to foreclosure on properties which remain delinquent six months after the taking.
If you are incurring delinquency charges, please call BWSC’s Customer Service 617-989-7800 for possible assistance.
Account Reactivation
In order to restore water service or understand why your water service has been terminated, please visit the Service Termination and Restoration page.
Discounts and Payment Plans
Elderly & Disability Discounts
Homeowners who are 65 years of age and older, or fully disabled who live in a 1-4 family residential dwelling are eligible for a 30% discount on their monthly water and sewer charges.
Owner-occupied, residential properties are eligible for the discount. Properties held in trust are eligible for the discount providing that the applicant is both a trustee and a beneficiary of the trust and submits a copy of the written trust instrument that has been recorded at the Registry of Deeds. Properties that are ineligible for the discount include commercial properties and condo units.
To apply for a discount on your water portion charges fill out the Discount Form, which is available to download as a PDF or obtain at BWSC offices.
Homeowners requesting an elderly discount must provide proof of age such as a birth certificate, driver’s license or MBTA senior citizen pass. Disabled persons must provide a doctor’s note or an Award Letter from Social Security or the Veterans’ Administration.
The completed form and documentation can be mailed, faxed, or submitted to BWSC offices at:
Boston Water and Sewer Commission
Attn: Customer Service
980 Harrison Avenue
Boston, Massachusetts 02119
Fax: 617-989-7710
For additional information, please contact Customer Service at 617-989-7800.
Elderly & Disability Discount Form
The form can be download by clicking the ABOVE button. Then, completed forms and documentations can be mailed, faxed, or submitted to BWSC offices at:
Boston Water and Sewer Commission
Attn: Customer Service
980 Harrison Avenue
Boston, Massachusetts 02119
Fax: 617-989-7710
The form can also be completed, securely, online by clicking button BELOW. DocuSign is tool that allows for legal signatures to be obtained, and for personally protected information to be safely and securely submitted online.
Payment Plans
If you need more time to pay your bill, call Collections at 617-989-7070.
Medical or Financial Hardship
Within seven days of the initial call to Collections at 617-989-7070 the following must be sent to BWSC:
- A completed Certificate of Financial Hardship Form
- Documentation from a physician explaining the medical condition
The Certificate of Financial Hardship Form is available at BWSC offices or by downloading the form below. The completed form and documentation must be submitted to BWSC offices at:
Boston Water and Sewer Commission
Attn: Customer Service
980 Harrison Avenue
Boston, Massachusetts 02119
Medical or Financial Hardship Form
The form can be download by clicking the ABOVE button. Then, completed forms and documentations can be mailed, faxed, or submitted to BWSC offices at:
Boston Water and Sewer Commission
Attn: Customer Service
980 Harrison Avenue
Boston, Massachusetts 02119
Fax: 617-989-7710
The form can also be completed, securely, online by clicking button BELOW. DocuSign is tool that allows for legal signatures to be obtained, and for personally protected information to be safely and securely submitted online.
Financial Hardship Form (Digital Form)
The medical condition must be reconfirmed monthly, or quarterly if the illness is determined to be chronic. A Certificate of Financial Hardship Form must accompany each renewal.
Elderly Customers
When BWSC receives documentation that a residential property is occupied entirely by individuals 65 and older, residents must then complete a Financial Hardship Certificate.
The Certificate of Financial Hardship Form is available at BWSC offices or by downloading the form below. The completed form and documentation must be submitted to BWSC offices at:
Boston Water and Sewer Commission
Attn: Customer Service
980 Harrison Avenue
Boston, Massachusetts 02119
The form can be download by clicking the ABOVE button. Then, completed forms and documentations can be mailed, faxed, or submitted to BWSC offices at:
Boston Water and Sewer Commission
Attn: Customer Service
980 Harrison Avenue
Boston, Massachusetts 02119
Fax: 617-989-7710
The form can also be completed, securely, online by clicking button BELOW. DocuSign is tool that allows for legal signatures to be obtained, and for personally protected information to be safely and securely submitted online.
Financial Hardship Form (Digital Form)
Renewal of the Financial Hardship Certificate for purposes of sustaining service to properties occupied by senior citizens must be made monthly.
For more information on this process, please contact Collections at 617-989-7070.
Tenants
Tenants are not responsible for a landlord’s outstanding balance. If a landlord’s bill is overdue, upon proof of residence, such as utility bill or driver’s license, a single tenant or group of tenants may pay a 30-day projected bill for the building to avoid termination of water service. This sum may then be deducted from the rent paid to the landlord.
Please call Collections at 617-989-7070.
Right to Service & Billing Assistance
What are your rights to service during a serious illness, as a senior citizen, or tenant? And what if you can’t pay your bill?
An owner-occupied property may be eligible to delay termination of water service if the property owner or a direct family member is seriously ill and the illness causes a documented financial hardship. Similarly, homes occupied entirely by individuals over the age of 65 may delay termination of water service if a documented financial hardship exists.
In order to document financial hardship, please contact Collections at 617-989-7070 or see below.