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Update: Our COVID-19 Response

Aug 24, 2020

It feels as if summer weather is providing a welcome respite from uncertain times, but it’s also showing us we can’t let our guard down in the fight against this pandemic.

We’ve begun taking some cautious first steps in a desired return to normal. They’re designed to ensure you continue to receive safe and reliable water, wastewater, and energy essential services, and our communities stay safe.

In March, our COVID-19 Incident Command (IC) team put in place comprehensive polices and protocols governing office closures, remote work, physical distancing, and the use of personal protective equipment (PPE). These measures, among others, are under constant review as we evaluate reopening and a return to more normal operations.

The IC team, with guidance from public health authorities, have determined only a small number of our North American operations currently meet the stringent criteria for reopening. And where reopening does occur, it will be done carefully and methodically. As all our systems continue to function normally, we’re confident these first steps are the right ones.

We were among the first utilities to suspend and reverse service disconnections, and suspend late fees. But as efforts to reopen the economy move forward, some regulators are allowing and encouraging utilities to return to established billing and disconnection policies, while ensuring temporary billing assistance is available for customers financially impacted by COVID-19.

For the moment, we continue to suspend disconnections and late fees, but we encourage all customers to stay current with payments as much as possible, as unpaid balances may be harder to manage down the road.

We also appreciate the pandemic is creating financial challenges for many households. To that end, We are offering Deferred Payment Arrangements, and other financial assistance, to affected customers. Please contact us for more information about these programs, or any questions regarding your services.

MyUtilityConnect is the trusted way to receive important Alerts by mobile and desktop app, email, or phone. It’s also an easy way to manage your bills and payments. Click here to learn more and sign up today.

Our maintenance activities continue to function normally, so you may see our field staff working in your community. Please do your part to help them stay safe!

We continue to take appropriate, science-based actions to mitigate the impacts of COVID-19. We’re committed to efforts to control this pandemic and implore you do your part as well.


The decisions we're making now.

May 08, 2020
 
As the COVID-19 crisis evolves, we as individuals, organizations, and communities will have important decisions to make. Decisions that affect us all. 

We responded quickly to the crisis, putting the safety of our customers and employees first. We determined early on that our decisions would be guided by scientific and medical facts, and our actions would be cautious and measured. And when in doubt, we would always err on the side of safety. 

The decision to stay the course... for now.


Based on those principles, we began working remotely, adopted physical distancing schedules for our operators and took other measures to protect everyone.

Those guiding principles remain firmly in place, but we recognize and appreciate the desire to begin opening our economies. We feel it too. And, as things begin to return to normal, please understand that we’ll continue to operate remotely and take precautions to protect you and our employees.

That decision is supported by the knowledge that all our systems continue to function normally, and all necessary maintenance is being done. More importantly, we believe we’re well prepared to continue providing those essential water, wastewater, and energy services you rely on, as we work through this crisis.

The decision to stay safe.


While our services continue to function normally, our employees, like so many, are adapting to the new "not normal." For now, all our employees will continue to work remotely; they will observe physical distancing; and they’ll use the proper personal protective equipment (PPE) in field and plant work.

For customers, this means we’ll continue our policy of suspending the disconnection of services and late fees; our offices will remain closed; and our staff will continue to observe physical distancing protocols when performing meter reads and maintenance in your area. We’ll keep you informed as the situation evolves.




As Patty Potty says, “those so-called ‘flushable’ wipes might flush down, but they sure don’t flush out, honey.”



We are taking appropriate, science-based actions to mitigate the impacts of COVID-19. We're committed to this unprecedented global effort and implore you do your part as well. If you require additional information, please contact us!  Thank you!

COVID-19: An update on your water and wastewater services

Apr 20, 2020
Our employees work every day to provide our communities with safe and reliable water and wastewater services. In the face of COVID-19, that commitment has never been stronger.
 
“Our employees take great pride in providing essential utility services to our customers during these unprecedented times.”
Catherine Heigel, EVP & COO Corix Regulated Utilities
 
We’re also committed to keeping you continually informed of our efforts—and how you can help us, and your community, get through this together.
Please observe Physical Distancing
 
Our field employees continue to perform meter reads and maintenance in your area, while practicing mandatory Physical Distancing (min. 2m/6ft). If you see someone working in your neighborhood, please extend the same consideration—for everyone’s safety.
 
Billing considerations
 
We realize many customers are facing unexpected financial hardship as a result of COVID-19. As announced March 10, we have suspended late fee payments and disconnections for nonpayment.
 
In the meantime, we encourage all customers to stay as current as possible with bill payments, to avoid large balances that may be harder to manage later.
Scammers are still in business
 
A particularly ugly side of this crisis is scammers taking advantage of people when they’re most vulnerable. Please be extra vigilant for these phone, email, and online scams.
 
Disconnection Threat
Never respond to a threat to disconnect your services. Disconnections have been suspended for the time being.
 
Requested Payment
Never respond to an urgent request for payment, or purchase of a prepaid debit card. Our trusted payment options remain unchanged.
 
Personal Information
Never provide personal information to someone claiming to be from a utility company. We would never request this by email or online form.
 
And while Physical Distancing should be your primary concern when allowing anyone into your home, if one of our field employees needs access to your water meter, they will first show you their company identification.
 
If you have any doubts whatsoever about the legitimacy of a phone call, email, or service visit—STOP—hang-up, delete the email, andcontact Customer Care directly to report your concerns.
 
Patty Potty says ‘this ain’t no time for nasty plumbing’
 
Keep using those sanitary wipes, but PLEASE put them in the trash, NOT down the toilet.
patty-do-not-flush-horz
Customer Care
 
Our Customer Care staff are ready by email or phone to answer any questions about your utility services. You may experience longer hold times as we help other customers, and we appreciate your patience.
We’re taking appropriate, science-based actions to mitigate the impacts of COVID-19.We’re committed to this unprecedented global effort and implore you do your part as well. If you require more information, please contactCustomer Care.
 
Thank you.



Delinquent Accounts Will Not Be Cut and Suspended Accounts Restored

Mar 16, 2020

Mcgaheysville, VA – Steve Lubertozzi, President of Massanutten Public Service Corporation, has announced that the company will be suspending water service shutoffs for delinquent payments in all its service territory effective immediately. Additionally, the company will begin reconnecting service to those customers who are currently not receiving water service due to lack of payment on delinquent accounts.

 “As a public utility, we understand our obligations to the communities we serve including the personal safety of our neighbors through personal sanitation,” said Lubertozzi. “We know a safe and reliable source of potable water is vital for hand washing, surface cleaning, and all other measures to mitigate the impact of COVID-19.”

Massanutten Public Service Corporation customers impacted by this decision will be notified as quickly as possible and reconnections will begin promptly. Lubertozzi indicated that the policy will remain in effect until at least March 30 and will be reevaluated at that time considering the prevailing COVID-19 conditions.  Customers who are behind on their bills are encouraged to bring them current or discuss their options with customer service as the suspension of shutoffs is only temporary. 

“Maintaining service to our customers is a simple decision for us as we encourage everyone to follow the guidelines recommended by the Centers for Disease Control (CDC) to protect themselves and their families,” Lubertozzi added. 


Statement Regarding PFOA/PFOS

Jan 02, 2020

At Massanutten Public Service Corporation we are committed to providing safe, reliable and cost-effective water and wastewater services that ensure the ongoing health and safety of every community we serve. Ongoing industry-standard testing of our processes and products helps us meet that goal.

Results of the regular testing required by the U.S. Environmental Protection Agency (EPA) and state regulatory agencies are made available to customers each year in Consumer Confidence Reports found on our website. Each of our systems publish test results with comparisons to the EPA established Maximum Contaminant Level (MCL) standards. We are proud of our record of compliance with federal and state health and environmental regulations to date and intend to keep that record intact.

Two compounds that are not currently regulated by the EPA, PFOA and PFOS, compounds created in the 1930s and used widely in consumer and commercial applications (e.g., Teflon), are among a class of synthetic chemicals (known as perfluoroalkyl substances or PFAS) that accumulate over time in the environment and our bodies. Studies are ongoing regarding the potential contaminative effect of these chemicals. We are taking proactive steps to address the issues surrounding them in anticipation of new regulations at the federal and/or state level.

These steps begin with an evaluation of all systems of greatest potential impact and an immediate plan for the best way forward. This plan includes:

  • Evaluating the use of various raw water sources required to meet volume demands coupled with additional steps to understand the relative importance of each source in overall system operation;
  • Making prudent capital investments as necessary;
  • Reviewing and evaluating related operational expenses where necessary; and
  • Modifying or removing sources of raw water supply.

Developing this plan for all our systems is ongoing and complex, necessitating coordination with various local, state and federal stakeholders. While we believe the costs of any remediation actions should be borne by the polluters, we are committed to addressing the issue proactively and look forward to the EPA and state agencies issuing clear and firm guidance that allows us to target our activity.

Our goal is to maximize the use of our resources to the greatest benefit of the communities we serve in the most cost-effective manner possible while ensuring the delivery of safe and reliable service to all our customers.  

For more information visit: https://www.epa.gov/pfas