Recovery & Improvement Plan

Hawthorn Woods, Kildeer & Lake County Public Works Water Systems


We appreciate the opportunity to meet many of you at the Village of Hawthorn Woods’ July 31 Board Meeting. We know your time is valuable, and we thank you for your direct and unfiltered feedback.

We heard you, and we understand that we need to rebuild our trust with you.

More importantly, we recognize that our actions will speak louder than our words. We pledge to keep you updated as we redouble our efforts to ensure your system remains reliable.

We continue to develop better safeguards and process improvements you deserve. This includes closer collaboration with your area leaders on system planning; program enhancements; and more frequent and transparent communication, including monthly updates through the end of 2023.

In that spirit, here are some recent progress updates:

  • Sent the $100 gift cards.
  • Created and solicited participation in our customer advisory council.
  • Created a special email and online area for you to continue providing direct feedback.
  • Removed Aqua yard flags on August 1.
  • Submitted pipe and soil samples to third-party experts and laboratories for review. This independent analysis will play a crucial role in determining our next corrective actions.

We know that we are just getting started. We will continue to solicit your feedback along the way and keep you updated on our progress.

In the meantime, we’ve included a link to responses to questions from Monday’s meeting.

Thank you,

Colleen Arnold, President, Aqua

David C. Carter, President, Aqua Illinois

P.S. Thank you to the Village of Hawthorn Woods for hosting us on Monday. They also answered some of your questions from Monday’s meeting on their website, and we encourage you to visit.