Erie County Water Authority Customer Alert

Dear Customer:

As the COVID-19 crisis continues to develop and impact our community, ECWA remains steadfast proactively implementing measures to protect the health and safety of our employees and customers. We are working closely with our county and state health departments and municipal partners and continue to reinforce guidelines issued from the Center for Disease Control and Prevention.

ECWA Operations

ECWA has performed the necessary measures to assure you continue to receive safe, high quality drinking water and dependable service delivery.

ECWA has the necessary staff and infrastructure in place to perform our normal operations of 24 hours a day, 7 days a week to help keep our customers and their families safe and healthy.

Following guidance from the EPA and the Centers for Disease Control and Prevention, your tap water continues to remain completely safe for drinking and handwashing amid the COVID-19 pandemic. The World Health Organization has reaffirmed that the “presence of the COVID-19 virus has NOT been detected in drinking water supplies and based on current science the risk to public drinking water supplies is very low.” 

We wanted to take our preparedness a step further, so we recently formed a partnership with Buffalo Medical Group. Through this partnership, they will provide ECWA employees telemedicine services regarding COVID-19 symptoms and concerns, as well as onsite facility assessments to ensure proper safety measures are being taken to combat the spread of COVID-19. Buffalo Medical Group has visited each of our facilities and subsequently provided ECWA detailed recommendations on new health and safety regulations.

ECWA Customer Service

As a reminder, ECWA has cancelled all non-essential appointments that require customer contact or in-home visits through April 30th, at which time we will reevaluate conditions related COVID-19. In order to reduce the need for ECWA employees to enter a customer’s home, our meter change out program has also been suspended until further notice. If customers have a previously scheduled appointment, and have not already been contacted, please call ECWA’s Customer Service Department at

(716) 849.8444 to cancel the appointment, which will be rescheduled at a later date. 

ECWA will NOT be shutting off customers’ water service for non-payment during this time and until further notice. ECWA is continuing to identify those accounts that have been shut off and is proactively contacting customers to schedule an appointment to have their service turned back on. Customers can also call ECWA’s Customer Service Department at (716) 849.8444 to schedule an appointment.

If customers have a water service emergency between the hours of 8:00a.m.-5:00p.m, please call the ECWA Customer Service Department at (716) 849.8444. Any emergency after hours should be made to ECWA’s Dispatch Center at (716) 684.0900.

Stay in Contact with ECWA

As we continue to navigate through this crisis, make sure you’re up-to-date with all the latest ECWA news and information. There are several steps you can take, including:

  •         * Enroll in an online account at where you can manage your bill pay, meter readings, and more.
  •         * Ensure that your contact information including email and phone number are up-to-date.
  •         * Sign up for our email and/or text alerts.
  •         * Follow us on Facebook and Twitter.
  •         * Visit our website for real-time updates and to view the livestream of our board meetings.

ECWA Employee Impersonators

Unfortunately, the COVID-19 crisis has resulted in an increase in scams or individuals posing as employees of various utilities serving our community. The ECWA will NOT be sending any employees to homes without a previously scheduled appointment. If you do not have a scheduled visit and someone comes to your door posing as an ECWA employee, please alert local authorities by calling 911.

If you receive a phone call from someone claiming to be from the ECWA and you aren't sure it’s actually a call from us, call our Customer Service department at

(716) 849.8444 to verify the information you were given. We will be able to tell you if it was a hoax.

We will continue to keep you well informed of any further developments. Please do your best to keep you and your family safe and healthy and should have any questions or need further information, please call our Customer Service Department at (716) 849.8444. We will get through this together.

Erie County Water Authority

About the ECWA:

The Erie County Water Authority is an independent, public water utility that provides safe, clean drinking water to more than 550,000 consumers in 35 municipalities throughout Western New York that rely on its product and reliable service 24 hours a day, 365 days a year. Visit for more information.



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