Pay My Bill
DPU bills its customers monthly for all water, wastewater, stormwater and natural gas usage. We offer a variety of bill payment options. Explore them below. You may also wish to contact your financial institution for other available options.
For the most current utility rates, click here
MyHQ
MyHQ will provide a convenient option for customers to receive and pay their utility bills. All customers are encouraged to enroll to ensure safer delivery of bills and payments.
Features of MyHQ:
- 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
- Make payments up to $100,000
By enrolling on MyHQ you will be automatically enrolled to receive electronic bills.
EZ-PAY
DPU accepts EZ-PAY. It’s the easy way to pay your utility bill.
Effective June 30, customers will no longer be charged a convenience fee when paying their utility bill. Also, the single payment limit for credit cards has increased from $500 to $1,000 and $500 to $100,000 for ACH payments.
- All that is needed is the account number and zip code of the billing address.
- E-Z PAY accepts : Debit cards, Visa, MasterCard, Discover, Checking, Savings, and Money Market accounts. Click here for EZ-PAY.
- Credit card payments cannot exceed $1,000 for a single transaction.
Need your DPU Account Number?
Utility payments may be made in person at the following locations:
City Hall, Finance Office
Room 102
900 E. Broad St.
Hours of Operation: 8:00 a.m. to 5:00 p.m. Monday through Friday
City Hall, Drop Box
Located on the 10th Street side. Please do not deposit cash. Checks and money orders only.
East District Center, Drop Box
Please do not deposit cash. Checks and money orders only.
Southside Community Service Center
4100 Hull St.
Hours of Operation: 8:00 a.m. to 5:00 p.m. Monday through Friday
Need your DPU Account Number?
The Call Center can accept credit card payments by telephone at (804)646-4646 during their hours of operation. (Monday through Friday 8:00 a.m. to 5:00 p.m., except holidays). There is also a self-service option at (804) 646-4646 available 24 hours a day, 7 days a week. Press Option 2.
Need your DPU Account Number?
Payments can be mailed to:
City of Richmond
Department of Public Utilities
P.O. Box 70621
Philadelphia, PA 19176-0621.
Make checks payable to: City of Richmond Department of Public Utilities
Need your DPU Account Number?
DPU can automatically deduct the amount of your monthly bill from your checking account on the date the bill is due. Call (804)646-4646 to request an application, then return the completed application with a voided check. DPU will set up the service with your bank at no charge to you.
The form may also be downloaded online - Automatic Utility Payment Plan Agreement Authorization for Direct Deposits/Payments (ACH Debits/Credits)
Affordability Programs
We have options to make paying for utilities easier for all of our customers. Whether it's an option to help budget the bill amount over the year, or assistance paying a bill during a difficult time we try to make it easier to maintain these essential services. If you're facing financial difficulty and need a special payment plan, call (804) 646-4646. Explore other options below.
NEW! Changes coming soon to PromisePay effect September 1.
Beginning September 1, 2025, updates to the City of Richmond Department of Public Utilities PromisePay payment plan terms will go into effect to support the upcoming transition to a new customer portal in early 2026.
Key Changes:
- New PromisePay plans established on or after September 1, 2025, will be eligible for repayment terms of up to 12 months (reduced from current 36 months). Customers with existing payment plans established before September 1, 2025 can keep their existing repayment terms.
- Customers in good standing will have one opportunity to add an additional balance to their current PromisePay Payment Plan balance.
Customers needing longer repayment terms for significant past due balances are encouraged to take advantage of this opportunity now!
DPU has partnered with PromisePay to provide convenient, flexible payment options to gas and water customers who are unable to pay their bills. The PromisePay portal offers users the opportunity to select from a variety of payment plan options, set up automatic payments, and provide contact information for payment reminders and other account notifications through text messaging.
Residential and commercial customers with a past due balance may enroll in a PromisePay payment plan for their outstanding balance at Richmond.promise-pay.com.
Need your DPU Account Number?
Click here to use our Account Look-up Tool.
The EMPP budget plans spreads your annual gas bill over 12 months. The estimated monthly payment is based on the previous year's natural gas usage. Accounts are reviewed and adjusted each year in August. Call (804)646-4646.
MetroCare Assistance Programs (Heat and Water)
If you are struggling to pay your water, wastewater or natural gas bills, Richmond’s MetroCare Assistance Programs may be able to help.
MetroCare is a City-sanctioned assistance program coordinated through partner agencies that provides financial support to qualified low-income households to help make utility bills more affordable. Assistance is subject to available funding.
The maximum total assistance available through MetroCare is $1,500 per year, across all eligible services.
For more information, call (804) 646-4646.
Who Is Eligible
You may qualify for MetroCare assistance if you meet all of the following requirements:
- You have an active DPU water, wastewater or natural gas account in your name
- Service is residential and for your primary home
- You live at the address where service is provided
- Your total household income is at or below 225% of the Federal Poverty Guidelines for your family size
- You are unemployed, experiencing financial hardship or facing a family crisis
Applications are reviewed in the order received and approved based on eligibility and available funding.
What Assistance Is Available?
MetroCare assistance may include one or more of the following, depending on need and eligibility:
- Up to $500 toward water and wastewater charges
- Up to $500 toward primary home heating costs (natural gas or other eligible heating sources)
- Up to $500 Payment Plan Incentive Credit for eligible customers who enroll in and successfully complete a new PromisePay payment plan, when funding is available
Maximum total assistance: $1,500 per year across all services.
Payment Plan Incentive Credit (PromisePay)
Customers with past-due balances who enroll in a new PromisePay payment plan may qualify for an additional $500 incentive credit, subject to funding availability.
To receive and keep this credit:
- All payment plan payments must be made on time
- If any payment is more than 30 days late, the incentive credit will be removed and added back to the account balance
This incentive is available once per year when funding is available.
How to Apply
You must apply in person through an approved MetroCare intake agency. Intake staff will help determine eligibility and ensure applications are complete.
Bring all required documentation to your appointment or complete paperwork on site.
Required Documents
- Valid photo ID
- Current utility bill showing your name as the customer or authorized user
- Proof you live at the service address
- Proof of household size
- Proof of income (pay stubs, tax returns or benefit letters)
Intake Locations
Intake locations vary based on the type of assistance requested.
Heating Assistance Intake
East District Initiative Center
701 N 25th Street
(804) 788-0050
Water and Wastewater Assistance Intake
East District Initiative Center
701 N 25th Street
(804) 788-0050
Area Congregations Together in Service (ACTS)
1518 Willow Lawn Drive, Suite 301
(804) 644-2401
Additional Information
- Assistance is available once per year
- Denied applicants must wait three months before reapplying unless good cause is shown
- Credits are applied directly to utility accounts and cannot be used for deposits or bills older than one year
- Assistance may be revoked if eligibility requirements are no longer met
Donations
Donations to the MetroCare Assistance Programs help support families in need.
Make checks payable to City of Richmond – DPU and indicate one of the following in the memo line:
- MetroCare Heat
- MetroCare Water
Mail donations to:
City of Richmond – DPU | MetroCare Program
ATTN: Lisa R. Smith
730 E. Broad Street, 5th Floor
Richmond, VA 23219
The MetroCare Water Conservation Program provides financial assistance to eligible customers who are homeowners for plumbing repairs and the replacement of water-inefficient appliances with EPA WaterSense products to conserve water and reduce wasteful consumption.
DPU has partnered with project:HOMES to assist homeowners interested in this program by purchasing and installing energy-efficient appliances such as bathroom sink faucets, low-flow toilets, washing machines, irrigation systems and others. project:HOMES will perform an audit of all eligible homeowners. This audit is the Department of Energy approved method for improving water use efficiency.
project:HOMES
88 Carnation Street
Richmond, VA 23225
(804) 410-1501
Monday - Thursday | 7:00 am - 5:00 pm
The Tax Relief for the Elderly and Disabled program is administered by the city's Finance Department. If you are eligible for this program, you will be exempt from solid waste and recycling fees on your utility bill. For more information, call (804) 646-6015.
The Department of Public Utilities offers several programs for seniors' primary residence including:
- Winter Service Assurance - Any shut-off orders between Dec. 1 and March 31 are suspended.
- No senior late fees - Customers whose accounts are marked as seniors do not incur late fees.
- Security deposit waiver - Deposits are waived for transferring and restoring services for seniors.
- Weatherization kits - Kits containing energy saving items such as weather stripping and window covers are made available each fall.
- Third Party Notification - Seniors can designate a third party to receive a copy of their utility bill or to inquire about past due balances on their behalf.
For more information, download the Senior Care Program Brochure or call (804) 646-4646.
United Healthcare UCards
NEW! United Healthcare UCard members may be eligible to use the UCard to pay their DPU utility bill depending on their plan. Customers must contact member services using the number on the back of the UCard to determine eligibility and instructions on how to pay if eligible.
Fuel Assistance Programs
A fuel assistance program, Low Income Heating Energy Assistance, is administered by the Department of Social Services, (804)646-7046. Many organizations such as the United Way, Catholic Charities, the Salvation Army, area churches, or Dominion Virginia Power's Energy Share program may have fuel assistance programs.
For the most current utility rates, click here
