LANCASTER, PA — Lancaster residents may soon notice a new name on city water communications, but officials say the change is about clarity, not control.
The City of Lancaster has launched “Lancaster City Water,” a new public-facing brand intended to make it easier for customers to find information, get help, and understand their water service. City officials emphasized that the move does not alter ownership, operations, billing, or water quality, and does not trigger any rate changes.
The rebrand introduces a dedicated website and more streamlined communication aimed at answering common questions, sharing service alerts, and directing customers to the right resources when issues arise. City leaders said the effort responds directly to resident feedback calling for clearer, more accessible water-related information.
Under the new branding, Lancaster’s water system remains fully city-owned, operated, and managed. Billing preferences, payment options, account numbers, and customer logins will remain the same, and the same city staff will continue to operate and maintain the system. Officials stressed that water quality, safety, and reliability are unchanged.
City officials also sought to preempt concerns about privatization, stating that the rebrand has no connection to selling or restructuring the water system. Any sale of the system would require voter approval, and no such proposal is under consideration.
The branding work was completed in-house using existing staff and resources, with no new fees associated with the project. While some signage or visual elements may be updated over time, officials said changes will occur gradually as part of normal replacement cycles, without discarding usable equipment.
The new Lancaster City Water website is designed to centralize billing information, water quality reports, service updates, and customer support while keeping existing phone numbers and email contacts active during and after the transition.
City officials described the effort as part of a broader push to modernize communication and improve transparency without disrupting essential services.
More information about the launch and ongoing updates is available at https://www.water.cityoflancasterpa.gov/updates/city-of-lancaster-introduces-lancaster-city-water-brand.
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