The City of Lancaster is launching “Lancaster City Water,” a new public-facing brand for our water system. This does not change ownership, management, or how water service works. It simply makes it easier for customers to get the information and support they need.
What’s New
- A clearer, dedicated website for water services
- Easier access to frequently asked questions, alerts, service updates, and billing information
- More consistent and accessible customer communication
- A simpler way to know where to go when you need help with your water service or your bill
What’s The Same
- The water system remains 100% City-owned, operated, and managed
- No rate changes are tied to this project
- Your billing preferences, payment options, and account numbers do not change
- Water quality and safety remain unchanged
- The same City staff continue to provide service
Frequently Asked Questions
Why is the City creating a brand for the water system?
Lancaster City Water is a new public-facing name designed to make water-related information and customer support easier to find and understand.
What prompted this change?
Residents asked for clearer, easier ways to access water information. The new brand supports improved customer service and communication.
How was the decision made?
The brand was developed as part of efforts to improve clarity, accessibility, and customer service, informed by resident feedback.
How much did the project cost?
The branding project was completed in-house utilizing existing staff and resources.
Is a new website being launched?
Yes. The new website will make it easier to find billing information, water quality reports, alerts, and customer support.
Will signage, vehicles, or uniforms change?
Some visual elements may gradually be updated as part of routine replacement cycles. The City is not discarding usable materials or equipment.
Does this rebranding affect water rates?
No. Rates are set through a separate public process and are not impacted by branding.
Is this related to any water quality or service issues?
No. Water quality, safety, and reliability remain strong and are not affected by this branding effort.
Will this change how I receive or pay my bill?
No. Your billing process and online account remain the same.
Do I need to create a new online account?
No. Your existing login and billing setup are unchanged.
Are any new fees being added?
No. The branding effort does not introduce any new fees.
Is the water service itself changing?
No. Operations, treatment, maintenance, and staffing remain exactly the same.
Will phone numbers and email addresses still work?
Yes. All current contact methods will remain active during and after the transition.
Does this impact water quality?
No. This remains unchanged and is regulated separately.
Will my personal information remain secure?
Yes. Customer data is not being moved or transferred as part of this effort.
Is this part of a larger modernization plan?
Yes. This supports ongoing improvements to transparency, service delivery, and digital tools.
Is the City planning to privatize or sell the water system?
No. The City continues to fully own and operate the water system. Nothing about ownership or management is changing. In fact, the City cannot sell the water system without approval from Lancaster City voters.
Is this the first step toward reorganizing the water system?
No. The water system remains fully within City government, with no structural changes planned.
