Frequently Asked Questions

  • There are a few ways to check for a leak. First, check around your house for leaks that are visible, such as dripping faucets or shower heads. Next, check for a toilet leak. It is common for these leaks to go unnoticed, and may result in a significant jump in usage on your water bill. You may not hear or see this leak, so it is a good idea to be checking them every once in a while. To check for a toilet leak, put a few drops of food coloring in the toilet tank. Check the bowl of the toilet in about 10 minutes, and if the food coloring has dripped into it, there is a leak. Another way to check for a leak is to ensure that every source of water in your house is turned off, i.e. your dishwasher, sink, washing machine, then go to your meter. If the red needle on the meter is moving, this means that water is moving through the meter and is indicating a leak. Please see the picture below for a look at what a typical meter looks like.  If fixtures and toilets seem to be leak free but the water meter is indicating a potential leak, a plumber may need to be contacted for assistance.

  • From the south: Using US 3N, take exit 7E and continue straight, crossing over Amherst St, onto Henri A. Burque Hwy. At your first set of lights, take a left onto Manchester St. About a mile and a half down the road, Pennichuck Water will be on your left.

    From the north: Using US 3S, take exit 10. Take a left at the lights onto Industrial Dr. Continue straight until you arrive at Daniel Webster Hwy. Take a right onto Daniel Webster Hwy and continue about 1 mile down the road. Manchester St. will be on your right. Continue about 0.5 miles down Manchester St., and Pennichuck Water will be on your right.

  • Customer security is a priority at Pennichuck. We make sure that you can quickly and easily identify every Pennichuck employee. Pennichuck vehicles are clearly marked with our company logo. Employees are required to wear a company uniform and carry an ID badge. You may request to have their ID badge number, and use this to call our company number, (800) 553-5191, to verify the employee is who they claim to be.

    Please be aware that the Pennichuck Logo may appear in two of the following forms:

    Pennichuck logoPennichuck Water logo

    • Provide quality water and service at a reasonable cost to all customers.
    • Respond to emergencies and service interruptions 24 hours a day.
    • Maintain street pipelines that transport water to your service line at the beginning of your property (determined by location of curb box).
    • Install and maintain meters.
    • Maintain normal water pressures.
    • Repair household plumbing.
    • Install and repair the service line from the curb stop across your property line into your building. Click here to see our Watertight Protection Plan to protect your service line!
    • Install separate service pipes for private Fire Protection Service.
    • Keep outside meters in protective housing.
    • Keep inside meters in a warm, dry area.
    • Keep meter shut-off valves, pressure regulators, and any cross connection control device in proper working order. Protect meter from tampering, and keep accessible for repair and inspection.
  • As a Pennichuck customer, you have many different options to make your payment.

    1. You may sign up for Automatic Payment. You can do this by either logging onto our website and downloading our Direct Payment form, or you may fill out the form on the backside of your bill. Please mail either form to us at PO Box 1947, Merrimack, NH 03054.
    2. You may pay online at Pennichuck.com by selecting “Pay My Bill.”
    3. You may call our Customer Service department at 800-553-5191 and pay over the phone free of charge. Please note that you may only use a checking account number and routing number over this phone number.
    4. You may call our automatic credit card number 877-553-4905. Please note that for each transaction there will be a $3.50 fee. There is also a payment limit for each transaction of $200.00 (including $3.50 fee).
    5. You may pay in person or at our drop box. Please visit 25 Manchester St in Merrimack, NH for these options.
    6. You may mail a check or money order to PO Box 1947, Merrimack, NH 03054.
  • If you do not pay your bill by the due date, you will receive a Disconnect Notice. Please call us if you are unable to pay your bill by the due date. If we do not hear from you by the date of disconnection, your water service will be disconnected. To reconnect service you must pay your bill and a service charge.

  • At least one week prior to your closing date, request that a final meter reading be taken at the property by contacting customer service at 800-553-5191, via email at customer-service@pennichuck.com or click here. Information required is the closing date, new owner’s name, mailing address and telephone number, and the forwarding address of seller. If the final bill is required to be paid at closing also provide the fax and contact information for the closing agent.

  • The New Hampshire Public Utilities Commission requires Pennichuck to periodically test and exchange every one of its meters to ensure meter accuracy.
    The entire appointment takes about 60 minutes. There is no cost to you, the customer. Your cooperation in this process is absolutely necessary for us to comply with New Hampshire Public Utilities Commission regulations. When you receive a post card requesting you call our Customer Service department to make an appointment, your assistance is essential. Thank you in advance for helping us.
    We will notify you of the need to exchange your meter by sending a post card to your house. We will send 3 post cards requesting that you call and make an appointment. If you do not respond, we will send out a non-compliance letter stating that we will need to disconnect service if you do not comply. If we still do not receive a response, we will send out a disconnect notice with the disconnect date. A technician will come out on the specified date to disconnect your service, and we will only be able to return service once we are able to gain access to the home and exchange your meter. If the service is disconnected, there will be a fee for reconnection.
  • Your water bill consists of a customer charge (based on meter size) and a consumption charge (based on the reading obtained from your water meter). The reading is calculated in units and is shown on your bill under “consumption”. Units are calculated in 100 cubic feet (CCF) or 1,000 gallons and billed either monthly or quarterly, depending on your system.

  • The service charge portion of your bill is designed to recover a portion of the fixed costs incurred in providing water service. These costs include the cost of maintaining the supply, treatment, distribution and service facilities that are needed to provide water service to your home or business. This charge appears on every bill and does not vary with consumption, but is related to the size and flow capacity of your meter.

  • Your water bill consists of a customer charge (based on meter size) and a consumption charge (based on the reading obtained from your water meter). The reading is calculated in units and is shown on your bill under “consumption”. Units are calculated in 100 cubic feet (CCF) or 1,000 gallons and billed either monthly or quarterly, depending on your system.

  • The service charge portion of your bill is designed to recover a portion of the fixed costs incurred in providing water service. These costs include the cost of maintaining the supply, treatment, distribution and service facilities that are needed to provide water service to your home or business. This charge appears on every bill and does not vary with consumption, but is related to the size and flow capacity of your meter.

  • There are a couple of reasons why your bill may be higher than you are used to seeing.
    1. You may have increased usage for the time period the bill covers. If you had a gathering, or someone extra staying at your home, you may notice an increase in your bill because consumption will have increased.
    2. You may have increased your use of irrigation, or filled a pool. Outside usage can raise your bill substantially if not monitored carefully.
    3. There may be a leak at the property. Check around your house for leaks that are visible, and have a plumber check the internal plumbing. A common leak that may possibly raise the consumption on your bill significantly is a toilet leak. You may not hear or see this leak, so it is a good idea to be checking them every once in a while. To check for a toilet leak, put a few drops of food coloring in the toilet tank. Check the bowl of the toilet in about 10 minutes, and if the food coloring has dripped into it, there is a leak. An additional way to check for a toilet leak, or any other leak that may exist in the property, is to ensure that every source of water in your house is turned off, i.e. your dishwasher, sink, washing machine, then go to your meter. If the red needle on the meter is moving, this means that water is moving through the meter and is indicating a leak. Please see the picture below for a look at what a typical meter looks like. Water Meter
    4. The time period on your bill may be longer than your last couple of bills. Not all bills cover an equal time period. Usually, bill periods run anywhere from 25-38 days.
    5. The rates may have risen in your area. You will be notified when this occurs. You may call into our Customer Service department at 800-553-5191 with any questions regarding rates.
  • Most water meters record usage in units of 100 Cubic Feet.* 1 Unit (100 Cubic Feet) equals 748 Gallons

    To find out how much water you used in any given period:

    Just subtract the reading on your last bill 5693
    From the current meter reading – 5521
    172 100 Cubic Feet

    To convert to gallons:

    Multiply your usage 172 100 Cubic Feet
    By 748 x 748 Gallons per 100 Cubic Feet
    128,656 Gallons Used

    * For most 5/8” residential meters only the first four digits are used in calculating usage since the meter records in cubic feet and we bill for 100 cubic feet.

  • Bills are estimated when we are not able to get an actual meter reading. There are a few ways that may cause us to be unable to get this reading:
    1. If we are not receiving a reading from the meter and are unable to gain access to the property, we will be unable to get the reading.
    2. If your meter is outside in a meter pit, it may be blocked or covered. Please ensure that nothing is blocking the meter, and that there are no shrubs or vegetation overgrowing it.
    3. The meter may be damaged or stopped. If this is the case, please contact our Customer Service department at (800) 553-5191 to schedule an appointment to have your meter repaired.
    4. There could have been a possible fail of the meter reading equipment. If your dedicated billing specialist notices that your meter is failing to provide a read, they will attempt to book an appointment to allow a technician to gain access to figure out what is going on and possibly repair meter.
  • Depending on how long you are leaving for, you may want to call our Customer Service Department to schedule an appointment to remove your meter. If you are leaving for an extended period of time and do not plan on leaving the heat on in the home your meter and pipes may freeze. This would result in having to fix your pipes and replace your meter at a cost. If you plan on leaving your heat on, do not set it for any lower than 55 degrees, and ensure that you have someone regularly checking the home to ensure the heating system is working properly.

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