Snohomish County Public Utility District No. 1

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Customer Service (M-F 8a-5:30p): 425-783-1000

Our Response to COVID-19

Important Updates

Temporary Estimated Meter Reading

March 25, 2020 - UPDATE

Dear Valued Customer,

We are going through challenging and changing times, and I want to personally share with each of you that your Snohomish PUD is here to help. The pandemic has presented a need to do our work differently, but we keep our top goal in mind at every turn: keeping our employees, our customers and our communities safe. That goal has not changed and is driving our every decision.

As a result, we have taken some strong steps to creatively get our work done while still bringing you our best service. In response to the COVID-19 outbreak, your PUD has closed our offices and sent home most of our workers to work remotely to help keep this virus from spreading. In addition, for you, our valued customers, partners and neighbors, we have developed a Community Support Plan to help those struggling to pay electric and water bills. The plan makes funds available for both our residential and small business customers affected by the COVID outbreak to get some payment relief.

The PUD’s plan not only allows for residential customers who have suffered sudden job loss to get some immediate help, but also small business owners who have experienced rapid loss of business. We know many people have had their lives turned upside down and it has happened very quickly. We are here to help.

Customers in need of assistance can call our customer service department and get individualized help from one of our caring representatives. We also have paused disconnects, waived our late fees and are offering flexibility in payments. If you need this assistance – or know of a friend, neighbor, family member or community acquaintance who might, please reach out. These are unusual times and they call for an unusual response in partnership with kindness and understanding.

We appreciate you. It is our privilege to serve you. We know that working together, we will be able to get through these challenges and come out stronger together. Meanwhile, as I share regularly with the members of Team PUD, please stay well, stay healthy and stay safe. Nothing matters more.

Sincerely,

John Haarlow
Snohomish PUD CEO/General Manager


COVID-19 Response FAQs

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What is the PUD doing in response to the COVID-19 outbreak?

In order to protect the health, safety and well-being of our customers and employees, the PUD has closed its offices, including its Headquarters and all Community Offices, to public access. Most non-essential business operations will pause until further notice.

Will there be any interruption to power and water services?

No. All essential services to the public, including the delivery of power and water, will not be affected by the PUD’s decision to close offices and halt non-essential services. PUD field workers will still perform their work and some maintenance outages may still occur. The PUD will work to communicate with customers affected by any power outages and the PUD’s Outage Map will remain fully functional.

Why did the PUD close its offices?

Our employees’ health, safety and well-being, along with their families and our customers, is our top priority. Along with many concerned and responsive business partners, the PUD made the decision to close its offices to help stop the spread of COVID-19 and keep employees and customers safe from the virus. Front-line PUD employees regularly interact with customers at our Headquarters and Community Offices in Stanwood, Arlington, Lynnwood, Monroe and Snohomish.

When will the PUD’s offices be open again?

That is still to be determined. The PUD has initiated its Pandemic Response Plan and has stood up its Emergency Operations Center and Incident Management Team at its Headquarters in Everett. That team, together with PUD leadership and in coordination with other county organizations, will be staying updated on the COVID-19 situation and will be making those decisions when they are necessary.

Will I still receive a bill? (updated 3/27/20)

Yes. See the Temporary Estimated Meter Reads FAQs below.

I can’t afford to pay my bill. What can the PUD do to help?

The PUD wants to help each customer with his/her individual needs. Any customer in need can call PUD Customer Service at 425-783-1000 and representatives can help make payment arrangements. The PUD will not disconnect customers for late payment at this time but advises customers to continue regular payments to avoid falling behind. The PUD offers discount programs for income-qualified customers. These programs include provisions to help in situations of sudden job loss.

I usually pay in cash. What can I do? (updated 3/20/20)

The PUD has ways for customers to pay online at www.snopud.com/snopay, by phone at 425-783-1000 and by mail. We encourage customers who normally pay by cash to obtain a Money Order and place it and a slip with their account number and/or name and address in any of the PUD’s night drop-box locations (PUD Headquarters in downtown Everett and all PUD Community Offices in Stanwood, Arlington, Monroe, Snohomish and Lynnwood; view office locations online). If other options are needed, customers can contact a PUD Customer Service Representative for additional information.

I’m a developer. How do I pay the PUD if the offices are closed?

Throughout this challenging situation, we want to ensure that we don’t hinder any work done by businesses in the community. If you have a question for our Customer Engineering group, you can still reach them at 425-783-8272. If you need to make a payment to the PUD, you can drop payments off in the nearest PUD drop-box location at PUD Headquarters in downtown Everett and Community Offices in Stanwood, Arlington, Monroe, Snohomish and Lynnwood. Make sure to identify the PUD engineer you are working with, work order number and a return phone number with the payment.

I need my service disconnected. Will the PUD still perform regular services for power and water?

Yes. If you need the PUD to perform a service on electric and water infrastructure in order to perform work on your home or business, please call 425-783-8272 and set up an appointment.

I have a bid meeting at the PUD. Will I still be able to make a bid? (updated 3/20/20)

The PUD is revising its bid documents to indicate that pre-bid meetings and bid openings will be conducted via Skype only until further notice. If you have a question about the bid process or a bid meeting, contact Clark Langstraat at 425-783-5539.

Can I approach PUD employees in the field?

While the PUD is dedicated to continuing its strong customer service, for the health and safety of its essential workers, we ask that customers practice social distancing and other common strategies for reducing the spread of COVID-19. Please keep a distance of at least six feet when interacting with PUD employees in the field.

If Commission Meetings are continuing, how can I attend?

The PUD’s Commissioners will continue to meet on their scheduled dates. Those meetings will be held over the telephone until further notice.

What is happening to PUD employees? (updated 3/27/20)

For employees not essential to the delivery of power and water, the PUD has instituted mandatory telecommuting practices until further notice. PUD workers in mission critical operations, including line workers, will continue to perform their duties.

Where can I keep up on information?

This situation has evolved rapidly and may continue to require rapid decision-making from PUD leadership. We are committed to keeping you, our valued customer, informed on what we know and impacts that may affect you. Please check this page on our site, Facebook and Twitter pages and our e-newsletter for more information.

Aviso Importante

En apoyo de la salud pública, nuestras oficinas están cerradas. Para asistencia: 425-783-1000

Opciones de pago:

Cuídense a ustedes y a sus seres queridos.

Reminder

Even though our offices are closed to public access, our helpful customer service representatives are still available by phone at 425-783-1000, Monday through Friday, 8 a.m. to 5:30 p.m. (toll-free outside the Everett local calling area at 1-877-783-1000). Customers can also contact us via email at customerservice@snopud.com. Due to potential high volumes, please allow us 2 to 4 days to respond to your email.

Our Outage Map is always a good resource for outage information or to report an outage. It is available 24/7.


Steps to Take for COVID-19

  • Stay calm
  • Wash your hands with soap and hot water regularly
  • Stay home when you are sick
  • Don’t travel to places experiencing widespread outbreaks
  • Keep your hands away from your mouth, nose and eyes
  • Regularly wipe down items like phones and surface tops
  • Keep your distance from others who are sick as much as possible