Reporting Complaints

If you have a concern at any time regarding your utility service bill, disconnection notice, quality of service or any other matter relating to water or wastewater service, please contact United Water. Your concern may be made in writing, in person or by telephone at 233-3292. United Water will make every effort to satisfy your concerns about your water or wastewater service and the manner in which it is delivered to you. United Water operates the City’s water and wastewater utilities in accordance with City utility service regulations, and does not have authority to change these regulations. This authority is in the hands of City Council. When your concern or suggestion would require a change in City policy or City regulations, we will advise you to write the Citizens Water and Sewer Advisory Board for consideration of your concern or suggestion. For customer inquiries or complaints regarding United Water service, our procedure for responding to a complaint is as follows.

For written complaints - a Customer Service Representative (CSR) will read, identify and research your concern dispatching a service person if needed to obtain any on-site information needed to resolve the problem. The CSR will first attempt to respond with the results by phone, but if unsuccessful will respond in writing.

By phone or in person - a Customer Service Representative (CSR) will identify your concern and attempt to resolve the issue immediately. If the CSR is unable to immediately resolve your complaint without further research, the CSR will research the concern and, if necessary, dispatch a service person to obtain any on-site information needed to resolve the problem. The CSR will first attempt to respond with the results by phone, but if unsuccessful will respond in writing. If you do not feel an adequate response has been given or you are dissatisfied with the findings, you can review the complaint and the CSR's findings with the Senior Customer Service Representative or the Customer Service Manager. If you still remain dissatisfied, you can write the Citizens Water and Sewer Advisory Board of Huber Heights.