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Richmond DPU Billing System and Customer Service Updates - August 7

The City of Richmond Department of Public Utilities (DPU) is providing the following updates related to its new billing system and customer service operations.  

DPU has made significant progress on verifying customer accounts that have not yet received bills. Currently there are approximately 60 bills that have not been sent within a 30-60 day window. DPU expects these bills to be validated over the weekend and customers will begin to receive them next week. As this verification occurs, customers who did not receive a bill, may receive two bills close together or one bill with two months of charges, depending on their bill date. If this results in a financial hardship, customers are encouraged to enroll into a payment plan to allow additional time for payment and avoid any late fees. 

All payment processing issues related to the conversion to the new billing system have been corrected. Any payment delays for payments received in May or June due to missing or incorrect account numbers have been identified and are being applied to accounts. These updates will occur over the weekend and will be reflected on accounts next week.   

Customers who experience payment processing delays are likely due to incorrect account numbers on checks or other payment methods. These types of delays are typical but are required to be investigated on a case-by-case basis to ensure funds are correctly applied to their account. 

Customers who believe they may have a billing or payment issue should contact DPU at 804-646-4646 during normal business hours or email dpucustserv@rva.gov and provide payment confirmation for validation.

The Department of Public Utilities remains committed to providing updates as additional progress is made and appreciates customers' continued patience as these improvements are completed. Progress thus far includes:

Progress thus far includes: 

  • 8/7, All bill-formatting issues have been resolved. 

  • 8/7, Additional bill improvements related to how meter reads are displayed on bills have been implemented.

  • 8/7, An additional 17 customer service agents will be onboarded Monday, August 10. Once training is completed for this new cohort they will be assigned to complete start, stop, and transfer of service requests. The prior cohort of 15 agents will then begin the next tier of training to support additional call requests. 

  • 7/31, Customers calling to start, stop, or transfer service can now select Option 4 to be routed for direct assistance.

  • 7/31, Call-center wait times continue to decrease due to the addition of 15 customer service agents trained to complete requests for starting, stopping, and transferring service.

  • 7/31, Additional staff are working customer service tickets to address online inquiries to provide quicker turnaround times for customers. As a result, DPU has addressed 95 percent of the online account inquiries entered in June and July, the remaining 5 percent are actively being addressed. To avoid wait time, customers can send an email to dpucustserv@rva.gov for non-urgent requests.

  • 7/31, MyHQ and EZ-PAY portals have been updated. Account and summary information has been corrected. 

  • 7/31, Payment reminders have been updated and include a link to a payment portal.

 

Customer Reminders

As part of the new billing system: 

  • All customers have been assigned new 10-digit account numbers.  

  • Any customer using bill pay through a financial institution should update their account number with that institution to ensure correct processing and prevent any delays.

  • Customers who pay through MyHQ do not need to update their account number.

 

The Department of Public Utilities remains committed to providing updates as additional progress is made and appreciates customers' continued patience as these improvements are completed. Progress thus far includes:

Customers can find the latest information, including how to locate their new account number, by visiting go.rva.gov/dpubillupdates or by following DPU's official social media channels.

 

City Recognizes International Day of the World's Indigenous Peoples

What's this? On significant observations, Richmond's Mayor or City Council--or sometimes both together!--release a proclamation to affirm the City's recognition of and commitment to the particular observation. Ahead of the International Day of the World's Indigenous Peoples, Mayor Danny Avula shares the proclamation below: 

WHEREAS, the United Nations established in 1994 the annual August 9th observance of International Day of the World’s Indigenous Peoples to commemorate the inaugural 1982 meeting of the United Nations Working Group on Indigenous Populations; and

WHEREAS, this annual global event highlights the resilience, diverse cultures, and sovereignty rights of over 476 million Indigenous people worldwide; and

WHEREAS, the Commonwealth of Virginia formally recognizes eleven Tribal Nations and the United States of America formally recognizes seven Tribal Nations in Virginia; and

WHEREAS, the City of Richmond, the Capital of the Commonwealth, acknowledges the tribes of the Powhatan Confederacy and the Monacan Confederacy as the original caretakers of this land now known as Richmond; and

WHEREAS, the City of Richmond is working to establish a mutually beneficial relationship with the Tribal Nations in Virginia; and

NOW, THEREFORE, I, Dr. Danny TK Avula, Mayor of the City of Richmond, Virginia, do hereby proclaim August 9th, 2026, as the annual United Nations’ observance of International Day of the World’s Indigenous Peoples to promote indigenous education and awareness, as well as promote the history, culture and future of Tribal Nations in Virginia.

IN WITNESS WHEREOF, I have hereunto set my hand and caused it to be affixed, the seal of the City of Richmond, this 9th day of August 2026.  

Danny TK Avula, MD, MPH

Mayor

City of Richmond

Shockoe Valley Streets Improvement Project Advances Following Planning Commission Approval

The Richmond Planning Commission voted Tuesday evening to approve the Shockoe Valley Streets Improvement Project, marking a significant milestone in the City's ongoing effort to improve transportation safety, accessibility, and connectivity in one of Richmond's most historic neighborhoods.

The project includes improvements to streets, sidewalks, intersections, and public spaces to better accommodate people walking, biking, using transit, and driving. The design has been shaped by technical analysis and community engagement since 2018 and has been developed with deep appreciation for and consideration of preserving and interpreting the area's significant cultural and historical resources.

"This approval marks another step forward in a long-term effort to improve mobility and safety while respecting the history and character of Shockoe Valley," said Bobby Vincent, Director of Public Works. "We appreciate the Planning Commission's consideration and the continued input from community members and stakeholders who have helped inform the project."

"This is a great example of a plan improving through multiple rounds of public input. I appreciate everyone who took part so thoughtfully in the process, and I look forward to the next steps,” said Mayor Danny Avula

With Planning Commission approval, including all eight conditions recommended by the Urban Design Committee, the project will continue through the City's established review and implementation process. As design advances, the City will continue to engage residents, businesses, and community stakeholders and provide updates on future project milestones. 

Region Lifts Voluntary Water Conservation Measures

The City of Richmond, along with Chesterfield, Goochland, Hanover, Henrico, and Powhatan counties is lifting the call for voluntary water conservation measures, effective Tuesday, August 4. This decision is based on the current flows in the James River being above conservations triggers in accordance with Richmond’s James River Regional Flow Management Plan.  

Though the voluntary water conservation measures are currently lifted and flows in the James River are stable, water conservation should be an everyday practice for all residents and businesses. Conserving water is an important tool in reducing water demand. Water conservation tips can be found here: https://www.vdh.virginia.gov/drinking-water/office-of-drinking-water/water-conservation-tips/

We will continue to monitor conditions, and if conditions worsen the call for voluntary conservation measures will be reissued. 

City of Richmond announces Weeklong 804 Day Celebration

The City of Richmond will host a week of events to celebrate "804 Day." The celebration, honoring Richmond's area code, will include public festivities, wellness activities, neighborhood engagement opportunities, and a signature charity basketball game.

"804 Week is one of the clearest expressions of what makes Richmond special," said Mayor Danny Avula. "It’s a celebration of our neighborhoods, our creativity, and the deep relationships that strengthen this city. These events bring people together in ways that build connection and recognize shared pride. I’m grateful to everyone across the city who helps create these moments of belonging, and I look forward to joining residents and City staff as we honor the energy and spirit that define the 804.”

"804 Week highlights the culture and community spirit that define Richmond," said Chief Administrative Officer Odie Donald II. "These events strengthen our connection to one another and reaffirm our commitment to wellness, safety, and civic engagement. I look forward to joining residents and staff throughout the week , and I am fully prepared to bring that same commitment to the Battle of 804, where Chief Edwards and I will settle our friendly debate on who is the City’s best hooper!"

804 Week begins Saturday, August 1, and continues through Friday, August 7, offering residents, community partners, and City staff multiple ways to connect, participate, and celebrate Richmond.

Saturday, August 1 — 804 Day (Presented by Shockoe Records)

Shockoe Records will host an 804 Day block party in Shockoe Bottom, featuring multiple stages of diverse local music, food vendors, arts, and cultural programming. The all-day event highlights the talent and energy of the 804.

Monday, August 3 — City Walk & Stretch Lab 

City employees are invited to join elected and appointed officials for a guided walk and stretch session to support wellness and connection across departments. This event marks the relaunch of monthly City Walks as part of the City’s renewed employee wellness initiative. Participants will receive a commemorative 804 City Walk T‑shirt. Presented by the City of Richmond.

Tuesday, August 4 — National Night Out 

Public safety agencies, City staff, and community partners will participate in National Night Out, the official 804 Day activity. This long-standing event remains central to Richmond’s commitment to neighborhood engagement and community safety. Presented by the City of Richmond.

Wednesday, August 5 — Bike the Block 

City employees are invited to explore Richmond by bike. Participants may bring their own bicycles or use those provided for the event. Presented by the City of Richmond.

Thursday, August 6 — Battle of 804: Team RPD vs. Team OCAO

City staff will have the opportunity to join Team RPD or Team OCAO for a charity basketball game promoting teamwork, camaraderie, and friendly competition. The event, free and open to the public, also offers Chief Edwards and the Chief Administrative Officer a chance to settle their longstanding lighthearted debate about who will take home the title on the court. They’ll face off at River City Middle School at 6:30 p.m. Presented by the City of Richmond.

Friday, August 7 — First Fridays: Lunch on the Block 

To close out the week, City employees are encouraged to participate in First Fridays alongside the Mayor and City Council while celebrating Black Business Month by supporting local restaurants and businesses in Richmond’s downtown corridor. Presented by the City of Richmond.

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