Twin Hills Water DistrictRules and Regulations
The Bylaws of The Twin Hills Water District (PDF)
Right of Way / Easement information and rules.
(Added in 2026) Special Testing Fees and Cost Recovery:
Any customer requiring water quality testing beyond the District’s standard compliance monitoring schedule must pay all associated costs. This regulation does not apply to routine, system-wide water quality monitoring conducted by the District to maintain general regulatory compliance for all consumers. Rather, this requirement applies to:
- Customer-requested testing for personal, commercial, or real estate purposes.
- State-mandated testing required for specific facilities, including schools and licensed daycare operations.
The customer shall reimburse the District for all direct and indirect expenses incurred, including but not limited to:
- Certified laboratory fees for sample analysis.
- District labor costs for sample collection, handling, and administration.
- Shipping, courier, and chain-of-custody preservation expenses.
- Engineering or consulting fees related to the specific testing requirement.
(Added in 2022) Commercial Use Restrictions:
Water and services provided by the Twin Hills Water District may not be used for any commercial purpose; except:
- For, and by those who have, a cottage food licensed granted through the Department of Consumer Protection in accordance with CT Public Act 18-141.
- By contractors hired to do occasional work at a residence serviced by the District.
- Any other commercial venture pre-approved by the District which may or may not have an additional and reasonable use fee levied.
Frequently Asked Questions:
General
- Who is The Twin Hills Water District? (THWD or "The District"). The district is a co-op water system owned and run by its customers — the neighbors of Twin Hills Drive and some other adjoining properties.
- Who runs The Twin Hills Water District? The district is administered by the neighbors of the district on a volunteer basis. The wells and water testing are managed and maintained by a licensed well water company.
- How can I get notified of...? Email is our quickest way of reaching all of our neighbors. Please ensure you have provided your email address for our list. We also sometimes send out notifications with your quarterly bills. Lastly, when required by DPH (for water quality issues), additional letters will be sent by postal mail. We almost never call our neighbors, but in the event of an emergency, we may. You can provide your number via the same link above.
- Is the water treated? No, there is currently no filtering or treatment of our water. The water is regularly tested for many quality/safety parameters.
- Is this a for-profit company? No! We charge customers based on expenses and future needs of the district. This includes expenses for the well management company, testing, equipment repairs, electricity, administrative costs like postage and bank fees, insurance, and many other considerations. Again, most of the district runs on a volunteer basis by the neighbors.
- How do the fees compare to a private company like CT Water? While it would be easy to hand over the ownership to a private company, the cost of water to most customers would increase significantly. Unlike private companies, the district does NOT meter your water use.
- How can I learn more, make suggestions, or get involved? A lot of information is available on this website; but the best way is to attend the annual meeting. This meeting, typically held in May, will be publicly announced in the Journal Inquirer and often in a prior bill that you receive in the mail. If you have any urgent concerns, reach out to someone listed on the Contact Us page.
- Right Of Way / Easement Area: See the information on this dedicated page.
Billing
- How will I be billed? We send out bills via mail every quarter. See the billing portal for fees and payment options.
- How can I pay? We prefer checks (including automatic payments sent by your bank), but we can also accommodate cash and credit card payments with an additional service charge to cover processing expenses. See the billing portal for more information.
- Is there an online billing portal? Yes. The District offers a secure billing portal at twinhillswaterdistrict.com/bill. You can look up a bill, see open invoices, view your account history, and pay online. There is no username or password — you verify your identity with information already on file (see below).
- How do I look up my bill online? From the billing portal, you can: (1) enter an invoice number and last name to view and pay a specific bill; (2) enter your email address and last name to see all open invoices; or (3) use the same email and last name to view a two-year account statement. An email address on file is required for options 2 and 3. You can update your contact information here.
- Can I pay only part of my bill? Yes. If you cannot pay the full amount at once, you may make a partial payment online. Look up your account using your email address and last name, select one open invoice, and choose Send Partial Payment. You can then enter any amount up to the balance due. To pay multiple open invoices in full at once, select them on the open-invoices page and use Continue to Payment instead.
- What payment methods are available online? The portal accepts credit/debit card, Venmo, and bank payment (ACH) through PayPal. A convenience fee applies to online payments so the District receives the full water-bill amount; the fee is shown before you pay. You may also follow the cash/check instructions shown in the portal, or pay by mail using the address on your bill or in the billing portal.
- Can I stop receiving paper bills in the mail? Yes. After looking up your account with your email address and last name, you can choose Go Paperless on the open-invoices or statement page. You agree to receive bills and notices by email only. The change applies to your next quarterly bill — not a bill that has already been mailed. You can turn paperless billing on or off at any time in the portal, or by contacting the Treasurer.
- Am I still responsible for paying if I don't get an email? Yes. You remain responsible for paying all amounts due by the due date, whether or not you receive an email notice. Email can be blocked, filtered, or sent to spam. The District is not responsible for delivery failures caused by your email provider, spam filters, or an incorrect address on file. Please keep your email current on our contact list.
- Can I prepay future bills online? The portal is set up to pay current invoice balances. If you wish to prepay future quarters or keep a credit on your account, please contact the Treasurer or send payment by check with a note explaining your request.
- Why can't I see all my open invoices? The open-invoices and statement options require an email address associated with your account in our billing system. If you only have a mailing address on file, you can still look up and pay a specific invoice using the invoice number printed on your bill and the last name on the account. To add or update your email, use our contact list form.
- Is my payment information stored by the District? No. Online card and bank payments are processed by PayPal. The District does not collect or store your card or bank account details. See the billing portal for current payment options and fees.
- I paid online but my balance still shows — what should I do? Online payments are usually posted right away. If your account does not update, contact the Treasurer with your invoice number and payment confirmation so we can finish posting it.
- If I pay by check how are my payments applied? Consistent with Connecticut’s municipal payment model, we apply delinquency-related expenses/charges first, then accrued interest, then principal, oldest first. So:
- First to the oldest invoice containing a late-fee balance,
- Then to the oldest finance-charge invoice balance attributable to interest,
- Then to the oldest water invoice.