High Water Bill FAQs 

Concerned about high water bills? We understand how distressing it can be. 

Read below or click here to better understand what to do if you have received one and require an investigation.

Why are customers receiving high water bills? 
DPU’s goal is to ensure you will only be charged for services used. During the pandemic, higher than normal meter readings were being estimated. For the past year, the Department of Public Utilities has been clearing that backlog and obtaining actual meter reads. Customers with high bills are alerted of such via a letter of explanation.  

What are reasons the meters could not be read? 
If a customer’s meter has been inaccessible for an electronic reading then the consumption was estimated. Inaccessibility can occur due to trash cans, cars, flower beds, mulch and other obstructions that block the transmission signal from the meter. 

Now that DPU is obtaining actual reads from the meters, what does that mean? 
When an actual read occurs, adjustments to the bill are then made based on that reading – which can result in higher or lower actual consumption.  

 What are reasons for an increase in consumption? 

• A reminder that lifestyles have changed as a result of the pandemic, which could mean higher consumption based on occupancy 
• A source of water leaks in the home is another for increases in consumption 
• A faulty meter reading due to equipment malfunction or transmission interruption 

What to do if you suspect a leak? 
You are encouraged to engage the services of a licensed plumber for professional assistance. If the related repairs are made, you have the option to submit your receipt to DPU for potential consideration of an account adjustment. Customers are eligible for one leak adjustment every 12 months. For guidance on household leak detection or how to fix a leak, please visit https://www.epa.gov/watersense/fix-leak-week#  or Fix A Leak Week Demo - YouTube 

What if I have my home checked for leaks and none were found? 
If you are certain that your property does not have a leak, DPU will change the meter and/or the meter transmitting device. Once a new meter is installed, the old meter will be tested against standards published by the American Water Works Association (AWWA).  

How do I request an investigation? 
Please email DPU at dpucustserv@rva.gov or call (804) 646-4646 Monday through Friday between the hours of 8:00 am and 5:00 pm so that we can dispatch a technician for field support.  To help us identify and track your email request, please insert “METER READ REQUEST” in the subject line.  If a billing adjustment is warranted, DPU will place a courtesy hold and send a corrected bill, which could take up to 3 billing cycles. Please note DPU will use the newly installed meter to establish a daily average consumption (DAC) for billing purposes, which could take up to 45 days to calculate.  

What happens if the actual meter readings are correct, the meter tests as “PASS”, and I owe a significant balance? 
If the test results from the old meter are confirmed as “PASS”, DPU offers convenient payment plans to allow you to manage your balance over time.  Please visit www.richmond.promise-pay.com 

Posted January 30, 2024

~ City plans new traffic signals to improve safety and access for people who walk, roll and drive ~

RICHMOND, Va. – Starting in mid-February, the Department of Public Works will begin work to install new traffic signals at the following intersections:

• Cary Street at Libbie Avenue
• Clarkson Road at Warwick Road
• Granite Avenue at Grove Avenue

This project includes the installation of new traffic signal poles and equipment, new accessible curb ramps, pedestrian countdown signals, high visibility crosswalks, traffic signal controllers, and traffic signal indications with high visibility backplates.

During construction, there will be intermittent lane and sidewalk closures. Please give our construction workers extra space and slow down when you see orange cones in the work zones.

Weather permitting, this project is scheduled for completion by Winter 2025.

Funding for this $2.112 million project is provided by the Federal Highway Administration and Virginia Department of Transportation through the Virginia Highway Safety Improvement Program.

For more information on DPW, please visit us online at www.rva.gov/public-works or email us at AskPublicWorks@rva.gov

We’re Social! For updates on DPW-related projects, activities and events visit us on X/Twittter @DPW_RichmondVA

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The City of Richmond Department of Public Works (DPW) is one of only 195 currently accredited public works agencies in the United States. DPW’s portfolio comprises a wide array of services to include leaf collection; street, sidewalk and alley maintenance; trash collection; recycling; grass cutting;  graffiti removal; parking enforcement; urban forestry; street signs; traffic signals and pavement markings and civil engineering. In addition, DPW maintains upkeep on most city buildings; issues permits for working in the city’s right-of-way; manages the RVA Bike Share program and maintains the fleet of city vehicles. DPW’s operating budget comes from the general fund of the City of Richmond.  For more information about DPW services, click here or call 3-1-1

Posted January 24, 2024

~ Signal temporarily flashing red and yellow~

RICHMOND, Va. – The Department of Public Works (DPW) activated new traffic signals at the intersection of North Huguenot Road and Cherokee Road today. The new signals replace flashing beacons. The new signals will be placed in flash mode for the next week. Drivers will see yellow flashing lights along Huguenot Road and flashing red lights along Cherokee Road. The temporary flashing gives motorists an opportunity to adjust to the new signals. To further alert motorists, “New Traffic Pattern Ahead” signs have been posted.

This $218,000 project was funded through the local Capital Improvement Program and includes the installation of:

• Traffic signal mast arm poles with traffic signal indications and high visibility backplates
  
  • These backplates are retro-reflective and therefore more visible to drivers in both daytime and nighttime conditions, helping to reduce potential crashes.
• Countdown pedestrian signals with push buttons
• Accessible ramps with sidewalk
• High visibility crosswalk markings

Weather permitting, the last components of this project, installing accessible ramps with sidewalk and high visibility crosswalk markings, will be completed by the end of March.

Please continue giving our construction workers extra space and slow down when you see orange cones in the work zones.

For more information on DPW, please visit us online at www.rva.gov/public-works or email us at AskPublicWorks@rva.gov

We’re Social! For updates on DPW-related projects, activities and events visit us on X/Twittter @DPW_RichmondVA

                                                                           ###

The City of Richmond Department of Public Works (DPW) is one of only 195 currently accredited public works agencies in the United States. DPW’s portfolio comprises a wide array of services to include leaf collection; street, sidewalk and alley maintenance; trash collection; recycling; grass cutting;  graffiti removal; parking enforcement; urban forestry; street signs; traffic signals and pavement markings and civil engineering. In addition, DPW maintains upkeep on most city buildings; issues permits for working in the city’s right-of-way; manages the RVA Bike Share program and maintains the fleet of city vehicles. DPW’s operating budget comes from the general fund of the City of Richmond.  For more information about DPW services, click here or call 3-1-1

Reminder: Posted January 9, 2024

Note: this event also includes paper shredding, the collection of electronics, household hazardous waste items and oil based-paint

Who:   The Richmond Department of Public Works and The Clean City Commission

What: 15th Annual City of Richmond Bring One for the Chipper Christmas Tree Recycling Event 

When: Saturday, January 13, 2024 from 10 a.m. to 2 p.m.

Where: 1710 Robin Hood Road (northeast corner of Robin Hood Road & North Arthur Ashe Boulevard)

Background: The City of Richmond’s E-Cycle Day event offers City residents an efficient option to recycle Christmas trees, paper, electronics, and household hazardous waste items to keep them out of the landfill. Recycling these items also helps keep city waterways, streams, and rivers clean. Recycling Christmas trees allows them to be re-purposed and used as mulch. This free event is available to city residents – proof of residency is required. No commercial or business items will be accepted.

Christmas Tree Recycling Options:

• Tree Drop-off: Residents can drop off their trees at the following two locations:

1. 1710 Robin Hood Road on the day of the event or prior to the event
   
   • Remove all lights and decorations
   • If dropping off prior to the recycling event, please place the tree in the designated area
   • Note: No trees will be accepted at 1710 Robin Hood Road after the event ends at 2 p.m. on January 13, 2024.
2. East Richmond Road Convenience Center (ERRCC), located at 3800 East Richmond Road
   
   • Residents can start dropping off Christmas trees after the holiday through January 11, 2024 
   • ERRCC hours of operation are 7 a.m. to 3:30 p.m. Monday through Friday and 8:30 a.m. to 2 p.m. on Saturday

• Curbside Collection Instructions – handled by the department’s Bulk and Brush Team:
  
  • Please place your Christmas tree (with no lights or decorations) beside your recycle cart and it will be picked up on your regular recycle collection day by the bulk and brush team (not by CVWMA). The team will collect Christmas trees curbside after the holiday through Thursday, January 11, 2024. 

Note: All trees collected curbside or dropped off at the ERRCC will be recycled.

The event also includes:

Paper Shredding – no charge

• Up to five (5) paper bags or boxes of paper documents
• Remove staples and clips
• Paper shredded onsite

Electronics – various fees apply

• Computer systems (hard drive or CPU) and accessories (cables, wires, keyboards, mice, speakers, etc.) VCRs, camcorders, stereos, and all phones
• Televisions, computer monitors and printers
• Other electronic equipment (almost anything with a plug - see the online list for clarification)
• To get fees and the full list of electronics go to www.rva.gov/public-works/clean-city-commission and click on the tab for Recycling

Household Hazardous Waste Items – no charge

• Pesticides, herbicides (Roundup, Weed B Gon, bug spray, rodent poison etc.)
• Oil-based paints

For more information on DPW, please visit us online at www.rva.gov/public-works or email us at AskPublicWorks@rva.gov

We’re Social! For updates on DPW-related projects, activities and events visit us on Twittter @DPW_RichmondVA

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The City of Richmond Department of Public Works (DPW) is one of only 195 currently accredited public works agencies in the United States. DPW’s portfolio comprises a wide array of services to include leaf collection; street, sidewalk and alley maintenance; trash collection; recycling; grass cutting;  graffiti removal; parking enforcement; urban forestry; street signs; traffic signals and pavement markings and civil engineering. In addition, DPW maintains upkeep on most city buildings; issues permits for working in the city’s right-of-way; manages the RVA Bike Share program and maintains the fleet of city vehicles. DPW’s operating budget comes from the general fund of the City of Richmond.  For more information about DPW services, click here or call 3-1-1

The City of Richmond Department of Public Utilities is aware of a communication customers are receiving regarding the retirement of MyCheckFree, a bill payment service DPU’s billing partner Kubra utilizes. Current customers are able to utilize this service until it is retired March 13, 2024. DPU is actively pursuing a similar service and anticipating that to be in place by March 13, 2024 to ensure a seamless transfer of customer information. We invite impacted customers to follow this space for updates. Information on other payment options can be found here.

UPDATE 2

MyHQ is now LIVE.

MyHQ is a new eBill option available for enrollment. All customers are encourage to take advantage of this free, easy and paperless electronic billing and payment option to ensure safer delivery of bills and payments.

Click here to access MyHQ.

UPDATE 1
City of Richmond Department of Public Utilities customers who are using the MyCheckFree platform may receive subsequent reminders informing them of its retirement on March 13, 2024.

This past month, DPU has been working very closely with our billing vendor Kubra to provide a replacement platform which is called MyHQ. The MyHQ platform will have the following features:

• Notification of current bill
• Ability to view current and historical bills (up to 36 months, versus the 6 months currently with MyCheckFree)
• ACH payments
• Auto pay set up

DPU is anticipating a Go-Live date of February 26, 2024 at which time MyCheckFree customers can establish an account with MyHQ to continue their e-bill options. Future updates will be posted here.