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 

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.

The City of Richmond Department of Public Utilities recognizes National Lead Poisoning Prevention Week (October 23 – 29) as an important time to highlight the resources available for Richmond residents to remove lead from their homes. Earlier this year, DPU re-launched the Lead Service Line Replacement Grant Program (LSLR) with funding that supports property owners in the replacement of lead water service lines.

The LSLR Grant Program began in 2018 and helps homeowners remove lead from their homes by providing financial assistance to replace lead water service lines. The LSLR continues to be funded by the Virginia Department of Health in addition to new funding provided through the American Rescue Plan Act (ARPA).  Richmond, one of three localities in the commonwealth to first receive grant funding, has received roughly $1.5 million in funds since 2018.

“Now, more than ever we recognize our responsibility and role in ensuring the public health of our community is always foremost. I’m especially proud of the work my team does in continuing to provide clean, safe and reliable drinking water and in administering this grant program. Collaborative partnerships, like this with the VDH and federal partners, are essential with limited public funding and investment,” says April Bingham, DPU director.

The water supplied by the city is safe and has won numerous awards for its quality – the latest being the Gold Award from VDH. The city also treats water with an inhibitor to help mitigate the possibility of lead being deposited in the pipes. But lead can get into tap water through home service piping, lead solder used in plumbing and some brass fixtures. Homes built prior to the mid-1980s may contain lead piping or other lead components that may result in small amounts of lead being deposited in the water that goes to homes.

DPU publishes a Consumer Confidence Report each year that highlights the quality of its drinking water and recently published the Drinking Water Quality Report that provides a comprehensive overview of the Department of Public Utilities’ practices and programs. Hard copies are available upon request and at local libraries. Additionally, water utility customers can request testing of their drinking water at any time.

More information on lead in water or the Lead Service Line Replacement Grant Program can be found here or by calling the Lead Hotline at 804-646-8600.