Note: this press release shares the latest water main updates from Monday, July 6, at 4:12 9.m. Looking for previous updates on the water main break and repair?  

• July 5, 9:52 a.m.: Water Pressure Optimized in Delivery System, Staging and Preliminary Work Underway for Repairs 
• July 3, 10:30 a.m.: Overnight Water Main Break Isolated, Service Being Restored 
• July 3, 6:01 p.m.: Water Pressure Continues to Increase Across the Region   

Richmond, VA  —  On Monday, July 6, crews began the repair process on the 36” water main in the canal. After utility lines were marked, three bypass pipes were installed within the canal to divert water in the canal around the work area. Work to excavate to the main is still underway with digging reaching depths of 5’ as of 2 p.m.  

It is too early to determine an updated timeline for the repair, which will also be contingent on factors such as weather. Progress updates will be provided each Friday on RVA.gov; the tentative schedule provided remains accurate as of today. 

For the most up-to-date information on utility work impacts in their area, citizens are encouraged to sign up for CivicReady to receive alerts. 

We appreciate the patience of all impacted customers throughout the water main break. Should customers experience issues with water pressure in their home, they can call the DPU Call Center at 804-646-4646.

Richmond, VA — In the overnight hours, at approximately 1:30 a.m., the Department of Public Utilities (DPU) noticed through standard monitoring processes low water pressure in the distribution system. Crews responded and confirmed a water main break on a 36” line that runs parallel to the canal. As a result, customers in some portions of the City were impacted and experienced low or no pressure, resulting in no water for a period of time for some users. 

DPU crews were able to isolate the main and restore water to some impacted customers within a few hours. Some customers are still experiencing low pressure; DPU is working continuously to restore pressure. It is important for customers to know that drinking water remains safe.  
 
DPU coordinated with regional partners and diverted flow from Henrico to allow crews to assess the underlying problem. DPU’s initial assessment shows that extensive repairs will be needed, andare expected to take several weeks. During that time, we will continue to maintain service to all users, and water disruption is not anticipated. DPU will update customers through CivicReady and on RVA.gov as more information becomes available.  

DPU continues to coordinate with its regional partners and may adjust system operations further to address any localized pressure concerns. 
 
This was an isolated water main break and all water pressure remained safe throughout. Drinking water remains safe.  

For the most up-to-date information on utility work impacts in their area, citizens are encouraged to sign up for CivicReady to receive alerts. 

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A CivicReady alert was dispatched at 2:36 a.m. reporting a water main break at the Trafford Pump Station and Westhampton Pump Station. As further assessment was conducted, the specific location of the water main break was determined. 
 

About the City of Richmond Department of Public Utilities
The City of Richmond Department of Public Utilities provides natural gas, water, wastewater, stormwater and streetlight services to more than 500,000 customers in the Richmond metropolitan area. DPU is committed to safety, reliability and innovation in delivering essential utility services that support the city’s residents, businesses and environment.

Richmond, VA — Beginning Wednesday, July 1, 2026, the City of Richmond along with Chesterfield, Goochland, Hanover, Henrico and Powhatan counties are implementing voluntary water conservation measures. In accordance with Richmond’s James River Regional Flow Management Plan, when average water flows drop to 1,700 cfs (cubic feet per second) for 14 consecutive days, voluntary conservation measures are implemented. Voluntary compliance of area customers will assist water treatment plants in the City of Richmond, Chesterfield County and Henrico County in providing water to all customers in the region while also meeting the James River Regional Flow Management Plan. 

During periods of voluntary water conservation, residents in the City of Richmond and surrounding counties are asked to voluntarily reduce water usage. While full reductions are listed on the below website, the majority of residents are impacted by the following lawn watering schedule: 

•    Monday – No watering  
•    Tuesday, Thursday and Saturday – odd property addresses may water 
•    Wednesday, Friday and Sunday – even property addresses may water 

The full list of conservation measures can be found at: go.rva.gov/droughtwatch 

Although localities are asking customers to conserve, our ability remains intact to produce and deliver safe drinking water to meet necessary use and emergency requirements of our communities in the region. The city and its regional partners will continue to monitor river conditions and will evaluate lifting voluntary water conservation when conditions improve.  

The recent dry weather and lack of significant rainfall in areas west of Richmond have led to this call for voluntary water conservation in the metro Richmond area. The Richmond region is supplied water by the James River basin, the largest watershed in the state. Water levels locally are affected when there are dry conditions and lack of rainfall within the drainage basin. 

Though we are specifically talking about low river levels and flows, 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: vdh.virginia.gov/drinking-water/office-of-drinking-water/water-conservation-tips/ 

For additional information, specific to localities, contact: 
County of Chesterfield Customer Service  804-748-1271 
County of Goochland Public Utilities 804-556-5835  
County of Hanover Customer Service 804-365-6024 
County of Henrico Customer Service  804-501-4275 
County of Powhatan Public Works 804-598-5764  
City of Richmond   DPU Customer Care 804-646-4646

About the City of Richmond Department of Public Utilities
The City of Richmond Department of Public Utilities provides natural gas, water, wastewater, stormwater and streetlight services to more than 500,000 customers in the Richmond metropolitan area. DPU is committed to safety, reliability and innovation in delivering essential utility services that support the city’s residents, businesses and environment.

Richmond, VA — The City of Richmond Department of Public Utilities (DPU) is providing customers with an update regarding billing and payment processing issues that have occurred following the launch of its new customer service systems on May 26, 2026.

The new systems, implemented after a multi-year planning, development and implementation effort, successfully achieved several major milestones, including the accurate conversion of customer account data and the successful deployment of core system functionality. Since launch, however, DPU has identified issues involving third-party billing and payment processing vendors that have affected some customer accounts.

As soon as these issues were identified, DPU began working closely with its vendors to investigate and resolve them as quickly as possible. While many issues have already been addressed, DPU continues to work diligently to ensure all remaining concerns are resolved and customers receive accurate account information.

To help customers better understand the issues and find answers to common questions, DPU has published a Frequently Asked Questions (FAQ) resource that provides detailed information about payment posting delays, late fees, account balances and other related topics.

Customers can view the Payment Processing FAQs here.

DPU appreciates the patience and understanding of its customers as these issues are addressed and remains committed to delivering reliable, responsive customer service.

About The City of Richmond Department of Public Utilities
The City of Richmond Department of Public Utilities provides natural gas, water, wastewater, stormwater and streetlight services to more than 500,000 customers in the Richmond metropolitan area. DPU is committed to safety, reliability and innovation in delivering essential utility services that support the city’s residents, businesses and environment.

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