Billing FAQs

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 Billing

 Water & Sanitary Sewer
  • ​How do I obtain a water or sewer tap, or a fire hydrant or irrigation meter?
    Please call us at 385-4636 to schedule an appointment with one of our representatives.​
  • Are the Storm Water Management fee and the Sanitary Sewer Service charge related?
    No. The Sanitary Sewer Service charge is for collection and pumping of your household wastewater to the Hampton Roads Sanitation District (HRSD) for treatment and disposal. The Storm Water Management fee pays a portion of the costs of providing and maintaining drainage systems that collect and divert rainfall and storm water runoff from the streets and property around your home.
  • How can I save on my water bill?
    ​Conserving water in and around your home will save money on your water bill. The less you use, the less you'll pay. Repair all leaky faucets and running toilets immediately. Install low-flow toilets and showerheads. Your lawn only needs one inch of water per week. Use a rain gauge and reduce the amount you water accordingly. Install a rain barrel to collect rain water for outdoor watering. For more helpful tips, visit the water conservation section of our website or visit http://askhrgreen.org.

  • How does Public Utilities know how much water I use?
    All water services are metered. Our goal is to read your meter every 28-32 days.

  • What if my meter is located in my driveway?
    ​If the meter serving your property is located in the driveway, avoid parking vehicles over the meter. Public Utilities personnel need to be able to access meters to read them and to turn off water during emergencies. City Code authorizes Public Utilities to tow vehicles blocking water meters if the account is delinquent. Public Utilities will leave notices at the property and on the vehicle five days before any vehicle is towed. ​
  • What’s the difference between Public Utilities’ sanitary sewer services and Hampton Roads Sanitation District’s (HRSD) wastewater operations? Am I paying twice for the same service?

    ​When you pay your Public Utilities sanitary sewer charges, the revenues are used to fund the operations necessary to provide you with essential sewer services. This includes rehabilitating and replacing aging pipes and pump stations and protecting the reliability of our system. Our sanitary sewer infrastructure moves wastewater from your home to HRSD’s pipes and infrastructure.

    HRSD then transports the wastewater to their treatment plant where it is treated and released back into the environment. Your fees paid to HRSD go directly to their wastewater treatment operations. You can find more information about their organization on their website, www.HRSD.com.


  • Where is my private shut-off valve?

    ​The location of the shut-off valve varies, but all buildings less than 25 years old have one. Likely locations for the private shut-off valve include:

    • Close to an ​​outside hose bib, where the water supply pipe enters your home. The valve will be located inside a box or pipe in the ground, several feet from the exterior of your home.
    • Near your water heater or under a vanity cabinet or kitchen sink, particularly if you live in a townhouse, condominium or apartment.
    • On the wall in your garage, particularly in newer homes.​


 Public Works Storm Water & Solid Waste Collection
  • ​How is the rate I pay for the Storm Water Management Fee calculated?

    ​A basic premise of the Storm Water Management Service is that all property owners receive some benefit, and all property owners are required to participate in the cost of the service.

    For each residential property on which there are at least one but no more than four dwelling units, each unit is charged the same rate. The rate is referred to as the Equivalent Residential Unit (ERU).

    The rate for all other developed properties (multifamily and non-residential) is determined by:

    Calculating the impervious areas (those areas with hard surfaces such as buildings, parking lots and sidewalks) on the site.
    Dividing that amount by the average amount of impervious area on all residential properties. The calculation provides the number of ERUs each of those properties will be billed.

  • ​What benefit do I receive from the Storm Water Management Fee?
    A large City of 312 square miles, Virginia Beach has developed significantly from the original beachfront area and predominately agricultural Princess Anne County. Today, there are miles of storm drain systems made up of ditches, pipes and ponds. Prior to the implementation of the Storm Water Management Fee in 1993, these projects competed with other projects for tax money. Therefore, there was no money for construction of new projects, only money for maintenance of existing projects.

    The Storm Water Management Fee is used to maintain and upgrade drainage facilities within the entire City. Your quality of life and the value of your property are related to how well the City maintains its infrastructure. Streets would become impassable after common rainfall events, and subdivisions would flood without a functioning storm water system.

    Your fee is at work throughout the City every time it rains, and whenever an old or inadequate drainage system is repaired or improved. The fee also helps to cover the cost of design, construction and maintenance of systems that improve drainage and help the City reduce and monitor pollutants that may enter various bodies of water, such as Chesapeake Bay, Back Bay, or Broad Bay.

  • ​What type of storm water maintenance is done?

    ​Since sediment and debris can collect in our storm water systems and impede the flow of water, it is important to maintain our existing water systems. Examples of maintenance include: repairing storm drain cave-ins; removing sediment and debris from pipes, ditches, and canals; dredging lakes and canals; inspecting and cleaning storm drain systems.

  • Are household wastewater, rainfall, and storm water runoff collected with the same facilities?

    ​No. They are completely separate facilities. Household wastewater is collected by the sanitary sewer system and pumped to the Hampton Roads Sanitation District (HRSD) for treatment and disposal. Rainfall and storm water runoff are collected through storm drains and ditches. This water is not treated before being released into the environment.

  • What is Storm Water Management?
    Storm water management helps to minimize flooding and improve water quality through the construction, maintenance and monitoring of systems that improve storm water drainage.