Customer Courtesy Policy

At East National Water, LLC customer service is part of every aspect of our service. It starts with the language attached to all of our mailings and is conveyed through telephone, online, and email communications for the purpose of scheduling appointments. The point of service visits are also handled with the same respect, consideration and professionalism that is the basis for our business.

Following the introductory mailings being sent to our targeted residents, East National Water, LLC gears up for the calls and emails to arrive, in response to the project announcement from the Water Department.

When we are scheduling appointments from the office our script includes:
• An overview of the project goals.
• The details of the time frame needed to complete the visit.
• A brief explanation of the work to be done-including water shut off.
• The description of the company vehicles; lettering and logo.
• The names of the technicians that should be expected to arrive; to compare with their identification badges.

All appropriate data is verified against the data base and dispatched to the technicians for the day of their scheduled appointment. Technician’s notes are added upon request. This type of information can include descriptions of the building, the contact person to be met, and any other detail that may make access more convenient.

Upon arrival at a scheduled appointment location:
• The technician will approach the dwelling.
• The technician will greet the resident with identification.
• A request for basement/meter area access will be made to avoid the need for the technician to travel through the living areas. If he must proceed through the home- boot covers will be on hand to prevent unnecessary dirt being left on carpeting and floors.
• The technician will explain the process of the upgrade to the resident at each step of the visit and answer any questions that the homeowner may have.

The process for the meter changeout/upgrade appointment visits will follow this pattern:

• The technician will be allowed access to the meter area.
• The technician will assess the plumbing conditions and take a photograph of the meter area BEFORE he begins any changing of equipment.
• The assessment will be shared with the homeowner in order to proceed.
• In the event of an inoperative valve, the technician will freeze the service to be able to complete the work, or curb stop assistance will be requested from the Water Department personnel.
• In the event of Installation Defects or Damages arising during the project, East National Water, LLC will follow the guidelines set forth by the Water Department in the proposal documentation.
• In the event that faulty plumbing is discovered. The site will be deemed a Non-Standard Installation. Pictures taken will be provided to the Water Department for a determination in resolution to the issues present, so that the upgrade can be completed during the project contract, if possible.
• The technician will verify that water is flowing through the kitchen sink with the assistance of the resident.
• The water will be shut off on the downstream side of the meter and the flow from the kitchen sink will confirm that the water is off for the resident and technician.
• The technician will shut off the upstream valve (if one exists), to prevent back drainage into the meter area.
• A bucket or pan will be placed under the meter, depending on the clearance available, to catch any water that remains within the meter itself.
• The meter seal will be detached and the unions will be broken to remove it from the piping.
• The technician will drop a jumper line between both sides of the meter for upstream and downstream flow in the pipe to detect any electrical current that may be present.
• The old meter and gaskets will be removed from service.
• A photograph of the meter head will be taken to display final reading and serial number for documentation purposes.
• The new meter serial barcode will be scanned into the work form.
• The new meter will be installed with new washers.
• The radio wire will be connected to the new meter head.
• When the meter is snug the technician will energize the downstream valve to test for leakage.
• When the new meter is fully in place the technician will turn the downstream valve on fully to clear the pipes of air through the kitchen sink.
• The technician will be sure that the valves are fully open, the meter is turning freely and the reading dial is turning before the water is turned off at the kitchen sink.
• The technician will inspect and verify that the radio unit is working correctly, using the test mode of a handheld reading device.
• In the event that a meter interface unit is found to be non functional- the radio unit will be replaced. The details of its condition will be documented in the work form and any replacement information will be included for submission to the Water Department.
• A photograph will be taken of the new radio unit.
• All new serial and identification numbers will be scanned into the work form to correspond with the photographs.
• The technician will remove the bucket or pan, old meter and any debris from the worksite.
• A final photograph of the meter area will be taken, highlighting the new meter and meter head, with its serial number and reading.
• The technician will provide the resident with a return mail Satisfaction Survey card. On that card they will find the information to contact East National Water, LLC should they have any questions or difficulties after the time of completion.
• East National Water, LLC has the ability to collect signatures on our work order forms, should the Water Department request that information..
• All equipment removed from residences will be returned to the Water Department Facility in the designated location as per the project specifications.
• When the technician has completed the installation and all info is collected electronically on the work form, he will send a copy to the office and to the water department in real time.
• At the end of each working week all data will be combined into a comprehensive Excel spreadsheet designed to merge with the water department’s data collection/billing system.
• Before the merge of data is to be input into the data collection/billing system, a reading of all customers with updated information must be confirmed to assure all information is correct.

Any and all customer complaints can be directed to the office via telephone, email, technician notification, or mail. Every concern is important and is examined by the company President. Steps are taken immediately to correct and improve our customer service practices. Discussions and meetings with individuals are arranged to repair and eliminate the reasons for dissatisfaction.