Billing FAQs

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 Billing
  • Can I cancel a payment I made on my City Services Bill?

    ​You can only cancel a payment the same day the payment is made. You can do this by calling 385-4631.

  • 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 find my account number?

    ​Your account number can be found at the top of your monthly City Services Bill. You can also view your account number online at www.vbgov.com/puonlineservices. 

    You are now able to access your account number through our automated phone system. Call 385-4631 and select option 1. You will be prompted to provide the phone number and last four digits of the SSN associated with the account.


  • 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 adjustment. 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 submit a request online at www.vbgov.com/puonlineservices or by email at vbwater@vbgov.com.  Be sure to include your account number, address, full name and phone number associated with the account.
  • 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.​

    If you require bill assistance as a result of COVID-19, please visit www.vbgov.com/CSPandemicRelief.

    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?

    Our call center is open Monday through Friday, 8:00 a.m. to 5:00 p.m, excluding holidays.

    Our walk-in customer service office is currently closed.

  • 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 is the difference between daily rate and usage charges on my bill?

    ​Water is charged based on how much is used. Stormwater, trash collection, sanitary sewer, and service availability are all charged as fixed daily rates. The amount you are charged for these services on each bill can vary based on the billing period, which can be found at the top of your City Services Bill. If you have an active account, you will incur daily rates even if you are not in the property and not using water. If you have an inactive account, you will only incur daily storm water charges.

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

    Due to COVID-19, Public Utilities is not disconnecting water service due to nonpayment at this time. To avoid water service termination once service turn-offs for nonpayment are resumed, please continue to make regular payments on your account.​

    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 does Public Utilities share my information with HRSD?

    ​Public Utilities will share your information with HRSD when you set up or disconnect services, so you do not need to call HRSD to set up or disconnect services in addition to calling Public Utilities. Public Utilities also shares meter readings and any adjustments, such as correcting a meter misread, with HRSD.

  • When is my bill due?

    ​Charges on your account are due 21 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.

  • Why is my bill higher than usual?

    ​Due to recent inclement weather and the impacts of COVID-19 on staffing, Public Utilities is experiencing meter reading delays resulting in longer than typical billing periods and higher than normal bills. If your bill is higher than normal, check the billing period listed at the top of your bill. 

    If your water consumption is significantly higher even when accounting for the longer billing period, you might have a leak. For tips on finding and fixing a leak, visit www.vbgov.com/highbill. 

  • Can I request a payment extension?

    ​​​​​​​Public Utilities is not disconnecting water service due to nonpayment. To avoid water service termination once service turn-offs for nonpayment are resumed, please continue to make regular payments on your account.​

    We do not 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.​​​​​​​

  • Does Hampton Roads Sanitation District (HRSD) bill monthly?

    Yes, HRSD bills monthly. You will receive your HRSD bill at the same time as your City Services Bill. For questions about your HRSD bill, please email ask@HRSD.com.

  • How can I save time and money paying my bill?

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

  • How do I set up automatic recurring payments?
    This free service automatically withdraws payment from your bank account on your bill due date. You will continue to receive a bill.

    Enroll here​. You will need to enter your 16-digit Public Utilities account number, e.g. 0001234530123456 (with leading zeroes, no dashes), and your service address zip code, e.g. 23456.
  • How long do I have to pay my bill?

    The due date for bills is 21 days from the bill date.

  • How often is my meter read?

    Our goal is to read your meter every 28-32 days.

  • Why is the City Services Bill 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.  

 Water & Sanitary Sewer
  • ​Can I get credit for filling my swimming pool?
    Virginia Beach Public Utilities does not provide a credit to customers filling a swimming pool. All customers are charged $4.90 per 1,000 gallons of water, regardless of how the water is used. 

    However, HRSD (Hampton Roads Sanitation District) offers residential customers the option of becoming a flat rate customer to help avoid those high seasonal bills that can be caused by filling a swimming pool. The flat rate is based on an average residential water consumption of 8.3 CCF (centum cubic feet) per month for single family homes. For more information about HRSD’s flat rate program and to sign up, visit www.HRSD.com and click on Frequently Asked Questions.
  • ​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. ​

 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.
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