Post-Ida Customer Service Centers and Billing Updates

During Hurricane Ida, our Customer Service representatives manned the 52-WATER call center around the clock, receiving almost 1000 calls during the storm and in the days after. Many aspects of our operations are returning to normal, but we are still in a recovery mode.

Here’s what you should know post-Ida:

Customer Service Centers

Our Downtown Customer Service Center on 625 St. Joseph Street is open to the public for normal business hours: 8 a.m. to 5 p.m. Monday – Friday. Customers can make an appointment to speak to a Customer Service Representative or pay their bills in person here: Schedule a Appointment for an In-Person visit

Our West Bank office is currently closed due to storm damage and we hope to welcome back our customers to this location by the beginning of November.

The payment drop boxes in both locations are available 24 hours. We are receiving payments daily in the drop boxes and also collected the payments that were dropped off in the days before and after the storm.

Please continue to come in-person with questions about your account or to open a new account, or you can write us at customerservice@swbno.org.

Satellite Customer Service Centers

The New Orleans East satellite office will be re-opened Thursdays for customers from 10 am to 4 pm.

The satellite customer service at the Sanchez Center in the Lower 9th Ward has not opened. We will keep you updated when that center is ready to resume normal operations and begin seeing customers.

Meter Reading Status and Billing Estimates

To reduce the number of customers that could have a 32+ day billing cycle, we will estimate the customers that would have billed during the period of Aug 30 - Sept 10.

  • The billing for Ida-affected cycles will be completed by Wednesday, September 22.
  • Meter reading for the remaining September cycles resumed on Tuesday, September 14.
  • Some additional addresses may need to be estimated. This is dependent on Meter Reading staffing.
  • We are resuming generating and mailing bills, but we are suspending water shut-offs for residential accounts for now.

Customer Care Payment Plans

Understanding the significant impact of these storms, as well as the COVID-19 pandemic on both our customers and the financial standing of our utility, we are continuing our customer-focused Customer Care Payment Plans.

“We are always committed to making compassion-driven decisions on behalf of all of our customers and encourage anyone concerned about affording their water bill to reach out to us,” said Executive Director, Ghassan Korban. “We are here to work with you.”

Customer Care Payment Plan Details

  • No down payment required
  • Up to 24 months to spread out repayment of a past due balance
  • After 2 consecutive months of missed installments, customer would be notified they are being removed from the plan and at risk for a water shutoff if payment is not received

If a customer remained current in a previous payment plan they will be grandfathered in, otherwise all new payment plans will follow the new payment plan option detailed above

We encourage any customer who is in need of assistance to call our Customer Service Center at 52-water to explore their payment plan options. Again, at this time, we are not shutting off water service, but we do not want our customers to fall behind on their monthly payments.

Also, if you are unsure about the status of your account, or if you have a past due balance that you believe to be under dispute, are awaiting a hearing or have a hardship due to Hurricane Ida, please call 52-WATER or make an appointment at swbno.org to visit one of our Customer Service Centers to confirm the status of your account and explore your payment options moving forward.

Validation error occured. Please enter the fields and submit it again.
Thank You ! Your email has been delivered.