Billing FAQs

​​​​​

 Billing
  • Can I manage my account online?
    ​​​Public Utilities account information is available online 24 hours a day, 7 days a week! To enroll and access you account, go to Public Utilities Online Services. 
  • How can I pay my bill?

    We offer a variety of convenient payment options to suite your lifestyle.

  • I had a high bill because of a leak. Can I get an adjustment?

    ​If you have repaired the leak, you may be eligible for a bill adjstment. You can request a bill adjustment using Public Utilities Online Services, or by calling Customer Service at (757) 385-4631 or toll-free at 1-866-697-3481.

  • I have a question about my bill. Who should I call?
    You can call Public Utilities Customer Service at (757) 385-4631 or toll-free at 1-866-697-3481, Monday through Friday, 8 a.m. to 5 p.m. You can also click send us an email.
  • I have misplaced my bill. How do I get a duplicate?

    ​You have three easy options:

    1. Access Public Utilities Online Services to managae and review your account.
    2. Email Us
    3. Call Customer Service at 757-385-4631. Our representatives are available Monday through Friday from 8:00 a.m. to 5:00 p.m.
  • I need help paying my bill. What resources are available?

    ​The following resources are available to Virginia Beach residents in need of assistance paying a utility bill. You may also dial 2-1-1 for free information on available community services. When you dial 2-1-1, a trained professional will listen to your situation and suggest resources.​

    Water Assistance Program- 385-6700
    The Water Assistance Program is provided by Virginia Beach Public Utilities to qualifying residents. Residents must meet the income threshold in order to qualify. Eligible residents can receive program assistance at a maximum of $300.00 once per fiscal year for a City Services Bill; and $250.00 for a plumbing repair. For more information, call the number provided.

    H2O (Help To Others)- 543-8100
    The H2O (Help To Others) program, administered​ by The Salvation Army, offers financial assistance to residents needing help with their City Services or HRSD bill. Residents must be able to demonstrate that a personal or family crisis has inhibited ability to pay utility bills. Eligible residents can receive program assistance one time in any twelve-month period in the amount of $250.00 or the balance due, whichever is less. For more information, call the number provided.​
    Church of the Ascension​- 495-1886 Ext. 414

    Church of the Holy Family​- 481-3492

    Holy Spirit Catholic Church​- 468-3600 Ext. 111​

    Human Warmth and Care​- 727-3331

    Mission United (Assists Military Only)​- 858-7777

    ​St. Gregory the Great Catholic Church- 497-8330 Ext. 303

    St. John the Apostle Catholic Church​- 426-2180 Ext. 9

    Star of the Sea Catholic Church​- 428-3492/428-1244

    The Stop Organization​- 858-1360

    The Potter's House​- 428-7727
  • What are your office hours?

    Monday through Friday, 8:00 a.m. to 5:00 p.m, excluding holidays.

  • What charges are on my bill?

    The Public Utilities and Public Works City Services monthly bill includes the following charges: Storm Water, Solid Waste, Water Supply, Service Availability, Sanitary Sewer Service, Solid Waste Collection, and a utility tax.

  • What happens if I only send a partial payment?

    Payments cannot be designated to specific charges. Payments will be applied to the oldest charges first. Any remaining amount will be applied to storm water, then sanitary sewer, solid waste, and finally, water. Any unpaid portion will become delinquent if complete payment is not received by the due date. 

  • What will happen if I don't pay my bill on time?

    If your account is not paid on time, a $1.50 late fee will be added to your next bill. You will also receive a delinquent notice. If payment is not received by the delinquent notice due date, your account will be subject to a delinquent fee and interruption of service. The delinquent fee for water accounts is $20. For sewer only accounts the fee is $10.

  • When is my bill due?

    ​Charges on your account are due 30 days from the date it is billed. The due date is printed on your bill. You can find your due date for the current charges under the Account Summary on the top portion of the bill. It is also located on the bill coupon in the summary section.

  • How often will my meter be read?

    ​Your meter will be read every 28-32 days.

  • How will Public Utilities cover the costs associated with moving to monthly billing?

    ​Additional costs associated with monthly billing have been accounted for within current rates and revenues.  As a result, there will be no water or sanitary sewer rate increases in fiscal year 2017-2018.    

  • I will need to make payments more often and use more postage. How can I save time and money?

    ​GO GREEN! Enroll in  paperless billing and automatic recurring payments.

  • If I pay my bill using automatic recurring payments, do I need to change anything?

    It depends.

    If your recurring payments are set up through Public Utilities automatic recurring payments, you do not need to change anything – your payments will automatically be adjusted to our new monthly billing cycle.

    However, if you established recurring payments through your personal banking website, you will likely need to adjust the payment frequency from every two months to every month. 

  • When will monthly billing start?

    ​Beginning July 1, we will convert to reading your meter monthly rather than every other month. The first bill you receive after July 1 will be a "transition bill" that will include dates of service for anywhere from 31 to 61 days, depending on when your account was last billed. After that, you will be billed every month for approximately 30 days of service. (There may be a slight fluctuation in days of service, which may range from 28-32 days.)  

  • Why is the City Services Bill being billed monthly?

    Monthly billing makes it easier for customers to manage their monthly household finances. Monthly billing also provides more timely information about water usage and allows for the early detection and prompt repair of plumbing leaks.  

  • Will I still be able to get an extension on my bill due date?

    ​​​​​​​We  no longer offer extensions on bills. However, accounts will not be considered delinquent and eligible for water service disconnection until 90 days past the bill date. Please note if payment is not received within 75 days past the bill date, a $1.50 late fee will be applied. 

    ​If full payment of the delinquent balance is not made within 90 days past the bill ​​ date, a $20 delinquent fee will be assessed and the account will be eligible for water service disconnection.​​​​​​

  • Will the bill look different?

    The layout of your bill will look the same, but there are a few changes you may notice:

    • The meter reading and usage history will reflect approximately 30 days.
    • The water consumption graph will show historical bi-monthly as well as new monthly usage.
  • Will the change to monthly billing impact the number of days I have to pay my bill?

    The due date for bills will be 21 days from the bill date.

  • Will this affect my Hampton Roads Sanitation District (HRSD) bill?

    Your HRSD bill will convert to a monthly bill, and you will continue to receive it about the same time as your City Services Bill. For questions about your HRSD bill, please email ask@HRSD.com.

 Water & Sanitary Sewer
  • ​Can I get credit for filling my swimming pool?
    Public Utilities does not give a credit for filling a swimming pool.
  • ​How do I obtain a water or sewer tap, or a fire hydrant or irrigation meter?
    Visit the Public Utilities Business Division Customer Service Office. A representative will assist you. The office is located at the Municipal Center, on the 2nd floor of Building 2. The address is 2405 Courthouse Drive, Virginia Beach, VA 23456.
  • ​How often do you read my meter?
    Meters are normally read six times per year, approximately every 60 days.
  • 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. Your water meter is read approximately every 30 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. ​

 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.
Contact Information