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Post-Storm Update from Hampstead Area Water Company

PUC Order No. 26,963 issued in DW 23-020 Hampstead Area Water Company, Inc., Request for Step II Adjustment - Order Nisi Approving Recovery of Step Expenses - via monthly surcharge to customers: 23-020_2024-03-12_nhpuc_order-26963.pdf

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November 22, 2023 Dear Water Customer, On November 24, 2020, The Hampstead Area Water Company, Inc. (HAWC) filed for a rate increase with the New Hampshire Public Utilities Commission (NHPUC). The increases in the water rates are designed to allow the Company to recover its costs and to earn a reasonable return on its investment. After due consideration and review by the parties, HAWC, the NH Department of Energy, the NH Office of the Consumer Advocate, the Town of Atkinson and the Town of Hampstead entered into a Settlement Agreement. The NHPUC approved the rate increase incorporated into the Settlement Agreement on June 2, 2022; NHPUC Order Number 26,635. This order includes a rate increase to water charges with two proposed step increases in the future, and the approval to charge for private fire protection in residential homes with fire protection systems. On November 8, 2023, the NHPUC approved the Step 2 Adjustment, Order Number 26,902 . In the Step 2 adjustment the monthly base rate charged by HAWC for customers with a 5/8” meter (most residential customers) will increase from the current rate of $12.89 per month to $14.24 per month. The consumption rate will increase from the current rate of $7.72 per 100cf to $8.41 per 100cf. The private fire protection charges will not change. The complete list of new rates can be found on our website at https://www.hampsteadwater.com/water-rates-fee-info . We at Hampstead Area Water Co., Inc. would like to express our appreciation to you, our customers. We thank you for your support while we continue improving our abilities to better serve you now and into the future. Should you have additional questions please feel free to contact our office Monday through Friday 8:00 am to 4:30 pm at (603) 362-4299 or by email at customerservice@hampsteadwater.com . Sincerely,

Dear Valued Customers, We understand that you may be experiencing frustration due to the recent colored water issue affecting our water supply. We want to assure you that we are fully aware of this situation and are actively working to address it in collaboration with the New Hampshire Department of Environmental Services (NHDES). The following is a statement issued by the NH Department of Environmental Services on August 17th, 2023: We understand your frustration with the colored water you are receiving. NHDES is aware of widespread colored water in the Hampstead Area and Salem water systems. We are communicating closely with the operators and managers of both water systems while they work to resolve the issue. While we understand colored water is disruptive and aesthetically unpleasant, both Salem and Hampstead Area water systems are in compliance with all state and federal primary drinking water standards, including additional samples required by NHDES as a result of this issue. Color and manganese at the levels measured exceed what is referred to as secondary standards, which are based on aesthetics, not public health risk. The colored water occurrence is linked to elevated manganese and natural organic matter (NOM) in Salem's source water. This elevation is likely attributed to periods of high precipitation and runoff, which the Salem treatment process is not specifically designed to fully eliminate. Hampstead Area Water Company (HAWC), relies significantly on water sourced from the Town of Salem to meet the demand, especially during peak usage periods. We wish to inform you that Salem has taken immediate steps to address the situation by implementing operational adjustments and temporary additional treatment at their plant. As a result, the water leaving the plant is now clear. However, it will take some time for this clear water to fully circulate through both distribution systems. NHDES is working collaboratively with Salem to develop a comprehensive corrective action plan. This plan aims to improve Salem's intake and treatment processes to prevent such occurrences in the future. We sincerely understand the inconvenience this situation has caused you and appreciate your patience. Rest assured, both Salem and HAWC are committed to resolving this issue and ensuring the provision of safe and clear water to our valued customers. Thank you for your understanding and ongoing support. Sincerely, Michael C. Unger, PE Water Engineer Drinking Water and Groundwater Bureau NH Department of Environmental Services Hampstead Area Water Company, Inc. (HAWC) is providing this update to address concerns regarding recent drinking water color. The company is committed to providing the highest quality water to its customers and ensuring transparency as it addresses this issue. Please continue to utilize the water color report submission located on the home page of www.hampsteadwater.com Thank you for your patience and understand that we are working hard to resolve this issue, and although the water was not aesthetically pleasing, at no time during this event did any water samples exceed safe drinking water standards. Stay Informed: Regularly check HAWC’s website at www.hampsteadwater.com and social media channels for updates on the progress of our efforts. For inquiries and more information, please contact: Customer Service Hampstead Area Water Company, Inc. Phone: 603-362-4299 Email: customerservice@hampsteadwater.com Website: www.hampsteadwater.com

Hampstead Area Water Company, Inc. (HAWC) is providing this update to address concerns regarding recent drinking water color. The company is committed to providing the highest quality water to its customers and ensuring transparency as it addresses this issue. First and foremost, we want to let our customers in Atkinson that the water is safe to drink. In addition, our water quality testing procedures have been intensified to closely monitor the situation. This ensures that any changes in water quality are detected and appropriate measures are taken. In addition to this, we are taking daily readings to track the water quality. Please know HAWC will provide an onsite inspection to all customers that request, and that data will be used to track flushing and other efforts to remedy the situation. Thank you for your patience and understand that we are working hard to resolve this issue, and although the water was not aesthetically pleasing, at no time during this event did any water samples exceed safe drinking water standards. Stay Informed: Regularly check HAWC’s website at www.hampsteadwater.com and social media channels for updates on the progress of our efforts. For inquiries and more information, please contact: Customer Service Hampstead Area Water Company, Inc. Phone: 603-362-4299 Email: customerservice@hampsteadwater.com Website: www.hampsteadwater.com

*UPDATE 7/13/2023 - We are receiving word that Salem’s water is clearing up. Once we see it on our end, we will begin flushing to clear the discoloration up. Salem MSD Facebook post: https://m.facebook.com/story.php?story_fbid=684464430189194&id=100058769307015&mibextid=Nif5oz 7/6/2023 We have been made aware of water quality complaints from some of our Atkinson core system customers on the Salem side of our distribution system. The complaints mainly relate to discoloration of the water. Upon investigation, we discovered that the Salem, NH Water Department has also received similar complaints regarding water quality, specifically due to discoloration. Since 2020, a significant portion of the water used by the Hampstead and Atkinson core system has been sourced from the Southern New Hampshire regional pipeline, which passes through Salem's distribution system. As a result, the discoloration issue affecting Salem has also impacted the Hampstead and Atkinson core system. According to information provided by Salem Utilities in 2022, the discoloration may be caused by mineral deposits, including iron, present in the distribution system. These deposits may have been stirred up, leading to the discoloration. It is important to note that while the water may be discolored, it is still safe to drink. We understand the inconvenience this may cause, and we kindly request that if you are experiencing any discoloration in your water, please notify our customer service department. This will allow us to track the affected areas and adjust our response accordingly. If the issue persists or if you have any questions, we apologize for the inconvenience and encourage you to call our customer service department at 603-362-4299 for further assistance.

We have been made aware of water quality complaints from some of our Atkinson core system customers on the Salem side of our distribution system. The complaints mainly relate to discoloration of the water. Upon investigation, we discovered that the Salem, NH Water Department has also received similar complaints regarding water quality, specifically due to discoloration. Since 2020, a significant portion of the water used by the Hampstead and Atkinson core system has been sourced from the Southern New Hampshire regional pipeline, which passes through Salem's distribution system. As a result, the discoloration issue affecting Salem has also impacted the Hampstead and Atkinson core system. According to information provided by Salem Utilities in 2022, the discoloration may be caused by mineral deposits, including iron, present in the distribution system. These deposits may have been stirred up, leading to the discoloration. It is important to note that while the water may be discolored, it is still safe to drink. We understand the inconvenience this may cause, and we kindly request that if you are experiencing any discoloration in your water, please notify our customer service department. This will allow us to track the affected areas and adjust our response accordingly. If the issue persists or if you have any questions, we apologize for the inconvenience and encourage you to call our customer service department at 603-362-4299 for further assistance.

Watering Notice Re Watering Policy 8.23.22.pdf