Paying your water bill is an essential part of being a responsible resident in Richmond, Virginia. The city’s Department of Public Utilities provides water service to over 250,000 residents and handles nearly 300,000 bills per month. Having a clear understanding of how to pay your bill can help avoid late fees, service disruptions, and other problems. In this comprehensive guide, we’ll walk through everything you need to know about paying your Richmond water bill.
Overview of Richmond’s Water Utility
The City of Richmond’s water system provides drinking water and fire protection to residents and businesses in the city as well as parts of Henrico and Chesterfield counties. The system includes two water treatment plants 17 water pumping stations, over 2300 miles of water lines, and 29,500 valves.
On average, Richmond’s water system produces about 35 million gallons of clean drinking water per day The utility has over 250,000 customers and aims to provide quality service at reasonable rates
Some key facts about Richmond’s water utility:
- Provides drinking water and fire protection services
- Operates 2 water treatment plants and 17 pumping stations
- Over 2,300 miles of water lines across the service area
- Approx. 250,000 customers
- Bills nearly 300,000 accounts per month
- Produces around 35 million gallons daily
Understanding these basics can help when you need to pay your water bill or have questions about your service.
Payment Options for Paying Your Bill
Richmond offers many convenient ways to pay your water bill each month or quarter. Here are the main options available:
Online – The fastest and most convenient way to pay is through the online customer portal. You can pay by credit card or check your account 24/7.
By Phone – Call the utility’s automated payment line at 804-646-7000 and pay over the phone using a card or electronic check.
Mail – Detach the payment stub from your paper bill and mail it with a check or money order. Allow 5-7 days for processing.
In Person – Bring your bill to one of the walk-in payment locations around Richmond. Cash, check, and money orders accepted.
AutoPay – Sign up to have your bill paid automatically each month from your credit card or bank account.
Drop Boxes – Place your payment in one of the secure drop boxes around the city. Locations are listed on your bill.
The online portal, phone payment, and AutoPay offer the fastest services without having to travel anywhere. The utility website and monthly bill also provide details on all accepted payment types and locations.
Understanding Your Water Bill Charges
When you receive your Richmond water bill, it will contain detailed information on your latest charges and water usage. Key charges to understand include:
Water Usage Fee – This covers the volume of water used in CCFs (hundred cubic feet). The rate depends on your property type and water meter size.
Service Fee – A fixed monthly fee that helps cover infrastructure and operational costs. Charged per water meter.
City Sewer Fee – Fee for city sewer and wastewater treatment based on your water consumption.
Street Light Fee – Covers street lighting costs. Charged per water meter.
Refuse Fee – For residential trash collection services.
Your bill should explain what each charge covers. Contact customer service if you need any clarification. Tracking your usage from month to month can reveal leaks or other problems.
Options If You Can’t Pay Your Bill
If you are unable to pay your full water bill on time, Richmond offers some options:
Payment Plan – You may be able to establish an agreed payment plan that splits your balance into multiple smaller payments over several months.
Payment Extension – One-time option to extend your due date by 10 days to allow extra time to make the payment.
Balance Assistance – Very limited financial assistance is available for accounts with an extreme hardship. Requires application.
Leak Adjustment – If you have a qualifying water leak, you may get an adjustment on sewer and water overage charges.
Avoid service disruption by contacting the utility as soon as possible if you expect payment difficulties. All of the assistance programs have eligibility requirements and limits.
Avoiding Late Fees and Services Suspension
To avoid penalties and additional charges, be sure to pay your Richmond water bill by the stated due date each month. Key points:
Bills are issued monthly or quarterly depending on your service type.
Payment is due by the due date shown on your bill, typically 20-25 days after the bill is issued.
A 10% late fee is charged for any balance unpaid after the due date.
If the bill remains unpaid, a termination notice will be sent giving a shut off date.
A $70 disconnection/reconnection fee is charged if service is physically turned off.
Service stays suspended until the full balance and fees are paid.
Mark your calendar with each bill’s due date and set payment reminders to avoid overlooked bills that lead to penalties. Being proactive will help you maintain uninterrupted service.
Signing Up for Electronic Billing
The utility offers paperless eBilling as a convenient option for receiving and paying your bill. Benefits include:
Receive bills and account notifications by email
Access billing history securely online anytime
Avoid waiting for slow paper bills in the mail
Manage payments and enrollment in AutoPay
Go paperless to help the environment
Switching to eBills is easy to set up through your online account portal. You can opt-out and revert to paper if you change your mind later. Going paperless eliminates hassles and ensures you get each bill on time.
Moving Your Service to a New Address
If you are moving to a new home within Richmond’s water service area, you will need to transfer or close your account. Here is an overview of the process:
Contact customer service at least 3 days before your move date to either stop service or transfer it to the new address.
Provide your current account number, closing date, new service start date and address.
You will receive a final bill for service at your old address that must be paid in full.
Service at the new address will begin once the old account is closed and settled.
A new deposit or account activation fee may be due for the new service location.
Handling your water account properly when moving ensures a smooth transition with nooverlapping charges between the two addresses.
Getting Billing and Payment Help
If you have any questions, issues, or need help understanding your charges or payment options, don’t hesitate to reach out to Richmond’s water utility:
Call the customer support line at 804-646-9000 Monday to Friday during business hours.
Email questions or concerns to [emailprotected].
Visit the walk-in customer service windows located at 900 E. Broad St or 400 Jefferson Davis Highway.
The utility’s website also has extensive resources including bill calculators, FAQs, forms, and account management guidance. Contact them anytime you need assistance with your water service and billing.
Key Takeaways on Paying Your Bill
Paying your water bill on time and in full is important for avoiding penalties and service disruptions. Key tips include:
Check your bill closely each month and note the due date.
Use auto-pay or pay online well before the due date.
Understand the charges and watch for sudden spikes in usage.
If struggling, ask about extensions, payment plans, or leak adjustments.
Go paperless with eBilling to simplify the process.
Transfer or close your account when moving out of Richmond.
Seek help from customer service if you have any questions or issues.
Staying on top of your Richmond water account makes it easy to avoid problems and costs. Consistently paying your bill is essential for maintaining this vital utility service.
Richmond Gas Works, a division of the City of Richmond Department of Public Utilities, tries to make it as convenient as possible to review and pay your bill.
Your Richmond Gas Works account number is the same as your Richmond DPU account number. So, you’ll receive just one monthly bill for all your utility services – including Richmond Gas Works.
We offer several ways to make it as convenient as possible for you to pay your bill.
