An Update to the Lanai Water Company’s Response to COVID-19
At Lanai Water Company, we remain committed to keeping you informed as we continue to deliver clean, safe and reliable water and wastewater services to you during the COVID-19 public health emergency. COVID-19 is a rapidly developing and changing situation. Below are the actions we have taken to continue to help our customers through these challenging times.
Your water is safe to drink
First, your water is safe to drink. The water system is a closed pressurized system and your water is disinfected with chlorine at levels that are effective in killing bacteria and viruses. We have increased both the chlorination levels on island and the amount of testing that we do to ensure disinfections levels are maintained and the water is safe to drink. Water and wastewater systems are considered to be critical infrastructure and our essential workers are still out every day making sure our customers continue to have reliable and safe services. We also have a continuity of operations plan in place.
Please set up automatic bill payment
Second, we encourage customers who typically pay their bill by mail or by dropping off checks to consider alternative methods of payment as we are trying to cut down on the amount of paper processing to help reduce the exposure to any pathogens.
Please call 808-565-3664 or click here to set up payment online or automatic bill payment. When setting up online bill payment, our website asks for your phone number along with your account number as a security precaution. Many customers do not have a phone number in our system or have registered a mobile phone number that no longer exists. If you are having problems registering your account online, it is typically that the phone number needs to be updated by calling 808-565-3664.
Lanai Water Company Offices are closed
Due to the “Stay at Home/Work from Home” orders from the Governor of Hawaii and the Mayor of Maui County to help prevent the spread of the coronavirus, the Lanai Water Company office is closed until further notice. Customers who need to pay their bill should mail, drop off payments at the housing office, or pay online. Even though our office is closed, the Lanai Water Company is working and if you have any issues, please contact us at 808-565-3664. As necessary, LWC staff will come and meet with you to discuss your concerns while maintaining social distancing standards.
Keeping the Water On
Given the importance of personal hygiene in preventing the spread of the coronavirus, we have suspended billing-related service shutoffs. Please note that your water service may be temporarily interrupted for planned and unplanned work that may be performed in your area. We do want to be very clear that we will not be shutting off any water service other than for maintenance work.
Turned Water Service Back On
For customers whose service was previously shut off for non-payment, please contact us if you would like your water service restored.
Suspended Late Fees
We have suspended late fees until further notice. If you are experiencing a financial hardship, please call 808-565-3664 to discuss your eligibility to enter into a payment arrangement.
Implemented Social Distancing
You may see our crews out performing work. For your safety and the safety of the Lanai Water Company staff, we ask that you do not approach. We request that you follow social distancing recommendations issued by the Centers for Disease Control and Prevention.
Don’t Flush Wipes
With hand hygiene at the top of everyone’s minds and toilet paper in high demand, many households are increasing their use of sanitizing wipes and “flushable” wipes. Please do not flush wipes down the toilet. Flushing wipes, paper towels, or other paper products not intended for use in wastewater systems down the toilet can lead to sewer backups and in-home plumbing issues which may be expensive to repair. Even wipes labeled as “flushable” or “biodegradable” can cause backups for sewer utilities and headaches for homeowners.
Information on Possible Scams
Some scammers are using the COVID-19 emergency to their advantage. If you receive a call about your water bill and are unsure whether it is legitimate, please hang up and call the water company at 808-565-3664.
The Lanai Water Company does not charge any service fees when making a payment online and automatically. If a website is charging you fees (and there are a number of them) please contact us and we will direct you to the correct website and walk you through the process.
Hawaii Coronavirus information
Hawaii Public Utilities Commission Guidance on Consumer Protections (Order No. 37125)
COVID-19 as it relates to drinking water and wastewater
Reopening your building where there has been little to no water use