Special Alerts

Nov 15, 2022 : A message for Aqua customers in the White Rock Acres community
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Special Alert

A message for Aqua customers in the White Rock Acres community

Nov 15, 2022

Aqua customers in the White Rock Acres community:

Aqua would like to confirm that the recent reports of water quality concerns in customers houses in the White Rock Acres community have stopped. If you have not done so, we recommend that you flush your internal plumbing by opening your hot and cold faucets and letting them run for at least 15 minutes. If you have any questions, or would like someone to visit your home, to sample your water, please contact us at 877.987.2782 to schedule.

Nov 14, 2022 : Boil water advisory for Aqua Pennsylvania customers in the Factoryville water system
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Special Alert

Boil water advisory for Aqua Pennsylvania customers in the Factoryville water system

Nov 14, 2022


Aqua Pennsylvania Factoryville (PWSID# PA2660036).     


Hiervan el agua antes de usarla.



Factoryville Water System May Be At Increased Risk From Microbial Contamination

Aqua Pennsylvania has issued a boil water advisory for its customers in the Factoryville water system, as a result of the chlorine disinfection dropping below the state required minimum level.  The disinfection system issue has been resolved; however, Aqua customers in this system are advised to use boiled or bottled water for drinking, making ice, brushing teeth, washing dishes and food preparation until further notice. You will be notified when this advisory is lifted.

What should I do?

·       DO NOT DRINK THE WATER WITHOUT BOILING IT FIRST. Bring all water to a boil, let it boil for one minute, and let it cool before using, or use bottled water. Boiled or bottled water should be used for drinking, making ice, brushing teeth, washing dishes, and food preparation until further notice. Boiling kills bacteria and other organisms in the water.

·       Inadequately treated water may contain disease-causing organisms. These organisms include bacteria, viruses, and parasites, which can cause symptoms such as nausea, cramps, diarrhea, and associated headaches.

·       The symptoms above are not caused only by organisms in drinking water, but also by other factors. If you experience any of these symptoms and they persist, you might want to seek medical advice. People at increased risk should seek advice about drinking water from their health care providers.

What happened? What is being done?  When will the problem be corrected?

On November 13, Aqua Pennsylvania staff at its White Haven Division discovered that a chemical feed pump had failed, causing loss of disinfection at its well station. In response, the well was turned off and the chemical feed pump was fixed. As a precaution, Aqua Pennsylvania has issued a boil water advisory for its customers in the Factoryville water system.

 Until water sample test results are received from the laboratory, Aqua customers are advised to use boiled or bottled water for drinking, making ice, brushing teeth, washing dishes and food preparation until further notice, which would be no sooner than Wednesday, November 16th.

General guidelines on ways to lessen the risk of infection by microbes are available from the EPA Safe Drinking Water Hotline at 800.426.4791.

Please share this information with all the other people who drink this water, especially those who may not have received this notice directly (for example, people in apartments, nursing homes, schools, and businesses). You can do this by posting this notice in a public place or distributing copies by hand or mail.

For more information, please contact:

Dave Hoogstad
System Name: Aqua Factoryville
1 Aqua Way, White Haven, PA 18661
System PWSID# PA2660036

Violation Awareness Date:  November 14, 2022
Date Notice Distributed: November 14, 2022

* This notice contains regulatorily required or recommended language, and nothing herein is, is intended as, nor should be construed as, a promise of or contract for payment or reimbursement of expenses incurred for any action you take on account of this notice.

Nov 07, 2022 : Distribution Service Improvement Charge Credit
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Special Alert

Distribution Service Improvement Charge Credit

Nov 07, 2022

Pursuant to Aqua Pennsylvania’s base rate increase approved at Docket Numbers R-2021-3027285 and R-2021-3027386, Aqua Pennsylvania was permitted to charge new base rates effective May 19,2022. To appropriately allow for the PUC’s review of the company’s final tariffs and the conclusion of the May billing cycle, Aqua Pennsylvania refrained from implementing new base rates until June 20, 2022.


Due to the difference in timing between when Aqua’s new base rates went into effect, when the compliance tariffs were approved by the PUC, and when they were implemented in the billing system, Aqua has applied a Rate Case Adjustment and Distribution Service Improvement Charge Credit to your current November bill.


The Rate Case Adjustment on your bill reflects the additional charges that would have been applied to your May bill had Aqua been able to implement new rates immediately on May 19, 2022.


The Distribution Service Improvement Charge Credit reflects the charges that would have been removed from your May bill had Aqua implemented new rates immediately on May 19, 2022. Upon the effective date of new base rates at the conclusion of a rate case, all Distribution Improvement Service Charges are to be removed and brought to zero.

Jul 28, 2022 : A Matter of Taste: Understanding tastes and odors in drinking water
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Special Alert

A Matter of Taste: Understanding tastes and odors in drinking water

Jul 28, 2022

July 28, 2022

Water quality has remained the highest priority at Aqua since its founding in 1886. Ensuring high quality drinking water is achieved by protecting our water sources—rivers, streams, wells, and reservoirs—and through state-of-the-art water monitoring and treatment.

On rare occasions, however, you might notice uncommon tastes and odors in your drinking water. Although tastes and odors sometimes occur, the water meets the Primary Drinking Water Standards of the U.S. Environmental Protection Agency. Water suppliers, universities and research institutions have studied the cause and treatment of tastes and odors in water for many years. This information will help you understand how tastes and odors develop in water, as well as the testing and treatment methods Aqua uses to handle these problems when they occur.

Common causes of tastes and odors in water?


Water suppliers are required to keep a small amount of chlorine in the water supply for disinfection purposes. The amount of chlorine is typically a few parts per million or less, which is equivalent to a few pennies in $10,000. The chlorine might be pure, mixed with nothing and referred to as “free chlorine,” or it might be a combined form of chlorine referred to as chloramine. Chloramine is a longer-lasting disinfectant than free chlorine and often people are less sensitive to its taste and odor.

Some types of algae produce non-toxic chemicals that people can taste and smell in drinking water at levels as low as a few parts per trillion, which is equivalent to a few pennies in $10 billion. Although traces of these chemicals can be found in drinking water, you can be assured that the water meets all standards of the Federal Safe Drinking Water Act. During hot, dry weather, chemical compounds call Geosmin and Methylisoborneol (MIB) are produced by some algae. These can import earthy, musty odors to water.

Tastes and odors are generally less common in groundwater sources. However, in some regions sulfurous odors are common in well water. Stale odors and metallic tastes are also sometimes reported in groundwater. These odors are usually due to a combination of local mineral deposits and natural underground chemical and biological processes.

How do people perceive tastes and odors?
Our tongues sense bitter, sweet, sour and salty tastes. Olfactory nerves located above the roof of the mouth are the special nerves that sense odors. Together, tastes and odors are perceived as flavors. However, people sense flavors differently. For example, some people may be sensitive to flavors that others can’t distinguish at all. That is why people living within a household or neighborhood might notice water tastes or smells that others do not.

How is water tested for taste and odor?
Aqua continuously monitors and samples the water in its reservoirs, streams, treatment plants, groundwater wells, businesses, and homes. Approximately 30,000 samples are analyzed for bacteria, chlorine, pH, algae and many other chemical constituents each year in the company’s state-of-the-art laboratory. Water treatment operators test the water at its treatment plants for tastes and odors. These operators are often the first to identify a taste or odor and can usually respond with treatment changes before the water gets through the treatment process.

Aqua’s research laboratory conducts “flavor profiles” to taste and smell water samples. These flavor profiles employee a formal test procedure under controlled conditions to evaluate samples. Because individual sensitivity varies and people detect tastes and odors differently, it’s important to use more than one tester.

The lab uses stat-of-the-art instruments to test water samples for trace amounts of odor-causing compounds like geosmin and MIB. These tests can accurately measure levels of some chemicals to less than one part per trillion. Because the tests require specialized instrumentation, few laboratories have the capability to analyze these types of samples. Treated drinking water tests for bacteria and chemical contaminants are more reliable indicators of safe water than our senses of taste and odor.

How is water treated for tastes and odors?
To reduce the taste and odor of chlorine, Aqua uses chloramine in many of its systems. Scientists carefully monitor the amount of chlorine added to the water supply to control chlorinous odors and maintain disinfection for safety.

Chlorine can also eliminate some tastes and odors caused by algae, but geosmin and MIB must be removed through a process called adsorption, in which powdered-activated carbon (PAC) is used to remove the chemicals from the water. Aqua uses PAC at its water treatment plants to improve the taste and odor of the water.

Algae blooms normally occur in surface water during hot and dry conditions. When an algae bloom produces geosmin or MIB, the amount of PAC used is increased. Sometimes large doses of PAC can lessen the taste or odor problem but not eliminate it completely.

Aqua tries to prevent algae blooms by controlling sediment and nutrients in our reservoirs through watershed protection activities, the weeding of aquatic plants and reservoir maintenance, including dredging projects.

What can customers do?
Tastes and odors are less noticeable in cold water and more apparent in water that is kept at room temperature or heated. Chilling a pitcher of water in the refrigerator overnight will usually make chlorine disappear and eliminate a chlorinous taste and odor. Water that lacks chlorine should remain refrigerated like any other opened beverage, to reduce the chances of bacteria growth.

Aqua would like to know when and where customers are detecting tastes and odors. Please call 877.987.2782 if you notice a change in the way your water tastes or smells. We track these calls closely so we can address problems that might occur and improve the quality of the water delivered to your home.

Jan 05, 2022 : Low Income Household Water Assistance Program (LIHWAP)
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Special Alert

Low Income Household Water Assistance Program (LIHWAP)

Jan 05, 2022

The Low Income Household Water Assistance Program (LIHWAP) is a NEW emergency water assistance program that was created by the federal government to help families that are experiencing hardship with their water bills.

LIHWAP will assist Pennsylvania families who are behind on their wastewater and drinking water bills to ensure their service remains active and can also be used to restore service that was previously disconnected. 

LIHWAP is a grant paid directly to Aqua for the customer's account. Learn more by viewing our handout.

May 20, 2021 : Pennsylvania Emergency Rental Assistance Program
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Special Alert

Pennsylvania Emergency Rental Assistance Program

May 20, 2021

Do you need help to pay your rent or utility bills?

If you lost your job or are experiencing financial difficulties due to the COVID-19 pandemic, you may qualify for rent or utility assistance through Pennsylvania’s Emergency Rental Assistance Program (ERAP). 

The program provides funds to cover rent, utility bills and other housing-related expenses for eligible households.

Who is eligible?

To qualify, a tenant’s household income must be 80 percent or less than the county Area Median Income (AMI) and they must have encountered one of the following since March 13, 2020:

  • Qualified for unemployment benefits,
  • Encountered a reduction in income,
  • Incurred significant costs, or
  • Faced other financial hardship due, directly
    or indirectly, to COVID-19.

Pennsylvanians can apply for themselves as tenants, or a landlord can apply on behalf of current tenant(s). Renters can get assistance for up to 12 months of utility bills &/or rent payments. ERAP income limits vary by county (view income limits) and your local ERAP office makes the final grant determination.

For more information on how to apply, visit www.compass.state.pa.us, call 211, text 898211, or visit www.dhs.pa.gov for your local county office.

Additional information on this program can be found on Aqua's website here.

Programa de Ayuda para Alquiler y Servicios. El Departamento de Human Services (DHS) ofrece asistencia de ayuda para alquiler y servicios.

Solicitud Para Asistencia De Alquiler de Emergencia.

Delaware County Emergency Rental Assistance One-Pager:


Sep 17, 2020 : Aqua and DELCORA will ensure quality service at affordable rates. Chris Franklin, Essential Utilities Chairman and CEO discusses acquisition and merger of operations.
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Special Alert

Aqua and DELCORA will ensure quality service at affordable rates. Chris Franklin, Essential Utilities Chairman and CEO discusses acquisition and merger of operations.

Sep 17, 2020

By Chris Franklin, Essential Utilities Chairman and CEO

Aqua and DELCORA are continuing to make progress toward the completion of an acquisition and merger of operations that will ensure continued reliable wastewater service at the most affordable rates for thousands of Delaware County and Ches­ter County wastewater cus­tomers, despite opposing ef­forts.

Unfortunately, the efforts of Delaware County Council to thwart the transaction are costing taxpayers tens of thousands of dollars in legal fees and frivolously postpon­ing the opportunity for DELCORA ratepayers to receive future rate relief through a trust specifically set up to benefit customers of DELCORA. Today, I wanted to re­iterate why this acquisition and merger of operations is so beneficial to ratepayers.

What first prompted the decision by DELCORA to seek a partner is the forth­coming tidal wave of mandated environmental im­provements and capital costs. The primary driver of these costs is a requirement from the U.S. Environmental Protection Agency that all com­bined (sanitary and storm water) sewer systems, like those in Chester and Philadelphia, be dramatically reduced or eliminated. As a re­sult, DELCORA faces capital improvements costs to upgrade the combined sewer system in Chester and a large portion of the system in Philadelphia with a price tag of almost$700 million. In ad­dition, through 2042, DELCORA projects the need to spend another$520 million in capital upgrades. These staggering costs total approximately $1.2 billion.

Staring at this forthcom­ing tidal wave of costs, the DELCORA board voted to seek a partner who could help manage this work and associated costs, was knowledgeable about the local community, and was committed to maintaining its existing work force. After an exhaustive and transparent process that included community open houses, public meetings with Delaware County Council and numerous meetings with local municipal sewer authorities, DELCORA chose to partner with Aqua.

Our company is proud to partner with DELCORA because we have a long and deep history in Del­aware County, where we were founded. We know the county and its people, hav­ing served the county first as Springfield Water Company beginning in1886 and where we now serve approx­imately 500,000 Delaware County residents.

The merger has other significant benefits. The DELCORA/Aqua merger of operations includes the creation of a trust fund from the net proceeds of the sale price, expected to be about$200 million. This trust will keep rates at a steady 3% annual increase while also allowing all the mandated improve­ments to be made. Without this trust, rates were expected to spike to10% an­nually. Unfortunately, some politicians, in an attempt to get control of the$200 mil­lion, are mischaracterizing the use of the trust. To be clear, if Aqua/DELCORA makes the necessary capital improvements, and the PUC deems the expenditures to be prudent, those costs will be recovered in rates. The $200 million would be used to offset those rate increases, cap­ping them at no more than 3% a year for the next de­cade. It is important that Del­aware County Council does not raid this trust and use it for other projects or programs.

We must act quickly, since DELCORA’s contract with the City of Philadelphia to manage a part of its wastewater treatment expires in 2028 and the improvements are expected to take eight years to complete. Time is running out.

Today, I encourage all customers served by DELCORA, including those served by Darby Creek Joint Authority, Muckinipates Authority, Central Delaware County Authority, Chester Ridley Creek System, Southwest Delaware County Municipal Authority, and South­ern Delaware County Au­thority to contact Delaware County Council and tell them to stop blocking this acqui­sition and merger of operations, which will bring rate relief to customers. This ac­quisition and merger of operations benefits customers. It brings necessary upgrades to  the wastewater system. It preserves jobs. It is good for Delaware County.

Aug 21, 2020 : Sunoco Mariner East Pipeline Drilling Fluid discharge update
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Special Alert

Sunoco Mariner East Pipeline Drilling Fluid discharge update

Aug 21, 2020

Aqua continues to monitor our water quality and source water supplies relative to the August 10 discharge from Sunoco’s drilling operations. There are no new updates, and no concerns about our water quality delivered to customers or ability to serve. Unless new developments occur, this will be the last update.

  • People Served
    1,5 mil
  • Water Connections
  • Wastewater Connections
  • Water Treatment Facilities
  • Wastewater Treatment Facilities
  • Wells
  • Miles of Main
  • Public Water Systems (PWSIDs)
  • Employees

Aqua Pennsylvania Service Territory

Aqua Pennsylvania, an Essential Utilities Company, serves more than 1.4 million residents in 32 counties across the Keystone State. Pennsylvania customers can pay their Aqua water bill online through WaterSmart e-billing or any number of convenient ways to pay. For those in need of water bill assistance, our Pennsylvania Helping Hand program is designed to help low-income customers make manageable monthly payments.

For any questions or concerns relating to customer service, please call 877.987.2782.

Public Input Hearing Re: Aqua Wastewater Acquisition of Delaware County Regional Water Quality Control Authority Wastewater Assets. Learn more.

Learn more about Pennsylvania's new Low Income Household Water Assistance Program (LIHWAP) by viewing our handout.

Water Quality Information:

Chloramines are a commonly used disinfectant in drinking water. This is used in many water systems across the U.S., including some of Aqua Pennsylvania’s systems. You can learn more about chloramines here.

Please visit our Waterfacts.com site for information, test results and more relating to PFOA and PFOS.

Learn more about lead and drinking water, and Aqua's customer-owned Lead Service Line Replacement Program here.

Click here for facts about chromium and its impact on drinking water.

Southeastern Division: Parts of Berks, Bucks, Chester, Delaware and Montgomery counties.

Roaring Creek/Susquehanna Division: Parts of Adams, Bradford, Columbia, Cumberland, Juniata, Northumberland, Schuylkill and Snyder counties.

Honesdale/White Haven Division: Parts of Carbon, Lackawanna, Lehigh, Luzerne, Monroe, Northampton, Pike, Schuylkill, Susquehanna, Wayne and Wyoming counties.

Shenango Division: Parts of Clarion, Clearfield, Crawford, Forest, Lawrence, Mckean, Mercer, Venango, and Warren counties.

Water Sources: Surface water from the Crum, Pickering, Brandywine, Perkiomen, Neshaminy, Ridley and Chester creeks, Schuylkill and Delaware rivers and the Upper Merion Quarry and the Shenango River in western Pennsylvania and groundwater from more than 100 deep wells.

Pennsylvania Tariffs


Regulatory Agencies

Aqua Pennsylvania Leadership Team

Marc Lucca

Mike Fili
Vice President, Distribution

Todd Duerr
Vice President, Production (plants)

Southeastern Pennsylvania

Mike Greim
Director of Chester County Operations

Andrew Strassner
Director of Delaware County Operations

Terrence Roman
Director of Montgomery and Bucks Operations

Northeastern, Northern, Central and Western Pennsylvania

Steve Clark
Director of Operations

Zach Martin
Western Area Manager

Steve Draus
Central Area Manager

David Hoogstad
Northeastern Area Manager

Municipal Partnerships

Thomas F Rafferty
Director, Municipal Partnerships, Aqua Pennsylvania
O: 610-645-1064  

Krista Weeks
Municipal Partnerships Manager, Aqua Pennsylvania
O: 610.645.1029

Luke Ravenstahl
VP, Municipal Partnerships
O: 412.258.4438


Helping Hand: PA Low-income Water Bill Assistance

What Is Helping Hand?

Helping Hand is Aqua Pennsylvania’s low-income assistance program designed to enable low-income customers to make manageable monthly payments on their water and wastewater bills.

Customers who make timely payments through Helping Hand receive a monthly credit to their accounts. The program provides customers with water conservation kits that provide customers with information and tools on how to use less water (this is mentioned below in blue).

Am I eligible for Helping Hand?

Customers who meet all three criteria below are eligible to participate in Helping Hand.

  • Household income is less than 200 percent of the federal poverty level
  • Account is more than 21 days past due
  • Customer has at least $110 in unpaid Aqua bills

How do I sign up for Helping Hand?

If you think you might be eligible for Helping Hand call 800.360.2998 or the agency listed below that is closest to your residence. If you are unsure which agency to call, please call Aqua at 877.987.2782.

If you are eligible for Helping Hand, Aqua will work with the referring agency to develop a payment plan for you. In this plan a customer would pay:

  • A fixed monthly payment based on average bills for the preceding 12-month period.

Helping Hand rewards customers who make timely payments with a credit to their account. First-time Helping Hand customers also receive a complimentary water conservation kit with information about how to detect and fix leaks and identify and make minor plumbing repairs that can help reduce consumption. The kit includes:

  1. Leak detection tablets and tips on detecting and fixing leaks
  2. A low-flow shower head
  3. Faucet aerators

How can I give others a Helping Hand?

If you don’t need the assistance of Helping Hand, but want to help others who do, please print and complete this form (PDF document) with the amount of your tax-deductible donation and include it in the envelope along with your regular Aqua water/sewer bill payment. Your donation will go towards water/sewer bill credits for customers who are less fortunate.

Helping Hand Agencies
After Aqua Pennsylvania has determined your eligibility, you will be directed to one of the following agencies that will continue processing your enrollment.

Delaware County
Community Action Agency of Delaware County
1414 Meetinghouse Road
Boothwyn, PA 19061

Montgomery County
Community Action Development Commission
113 East Main Street
Norristown, PA 19401

Northumberland County
Central Susquehanna Opportunities, Inc.
2 East Arch Street
Shamokin, PA 17872

All Other Pennsylvania Counties
EBO Solutions, LLC
A Division of NRA Group, LLC
2491 Paxton Street
Harrisburg, PA 17111

Aqua Pennsylvania History

Aqua Pennsylvania was founded as the Springfield Water Company on January 4, 1886, when a group of Swarthmore College professors received a charter to supply water to the residents of Springfield Township, Delaware County. They built a small pumping station and laid pipes to their homes. Initially, new customers were welcomed openly, but as the number of potential customers increased, so did the association’s operating responsibilities. It was then that the association made the decision to incorporate.

By 1925, the company had grown to meet the needs of 58 municipalities in three counties, and shareholders changed the name to Philadelphia Suburban Water Company.

In 1968, the water company board voted to create a holding company, Philadelphia Suburban Corporation (PSC). By July 1971, Aqua America, Aqua Pennsylvania’s parent company, was listed on the New York Stock Exchange.

Growth slowed between 1985 and 1990, but then the company purchased three Chester County water systems. These acquisitions gave birth to the company’s “growth-through-acquisition” strategy, which began to accelerate at the end of 1992. Between 1992 and 1999, it purchased 29 water systems and three wastewater systems — a business it entered in 1996. The company also completed several other growth ventures, including main extensions to pick up additional customers, bulk water sales, and operating and management contracts. Together, these acquisitions added approximately 56,000 customers to the system.

In March 1999, Aqua America acquired Consumers Water Company and the utility’s operations in Pennsylvania, Ohio, Illinois, New Jersey and Maine, adding more than 225,000 customer connections in five states, including 41,000 in Pennsylvania.

January 1, 2002, Philadelphia Suburban Water Company merged into Pennsylvania Suburban Water Company. Two years later effective January 16, 2004, Pennsylvania Suburban Water Company changed its name to Aqua Pennsylvania, Inc. to reflect its statewide presence. The parent company name was changed from PSC to Aqua America, reflecting its national presence.

Aqua Pennsylvania continued to grow the company and by year-end 2015, provided water and wastewater service to more than 445,000 customers (approximately 1.4 million people) in 32 counties.