Richmond, VA — The City of Richmond Department of Public Utilities (DPU) has announced a temporary pause on disconnections of gas and water services for nonpayment and a suspension of all late fees for the month of November. This proactive measure is being implemented to help ease the financial burden on residents impacted by the ongoing impacts of the federal government shutdown. 

The federal Low Income Home Energy Assistance Program (LIHEAP), which helps many households cover heating costs – including natural gas, is currently paused due to the shutdown. This interruption in funding has created financial uncertainty for customers who rely on the program during the colder months. 

The Department of Social Services (DSS) continues to accept applications for LIHEAP to prepare for when the program resumes. Residents are encouraged to apply before the Friday, November 14 deadline to ensure timely review once funding is reinstated. Review and approvals will occur when the temporary pause is lifted. During the 2024 heating season, LIHEAP funding assisted 1,227 DPU natural gas customers for a total of $550,757. 

Customers are also encouraged to take advantage of other permanent affordability programs, including:  

• PromisePay Payment Plans – DPU has teamed up with PromisePay to offer flexible and convenient payment plans for customers who have fallen behind on their utility bills. Any customer with an overdue balance can sign up for a PromisePay payment plan for their outstanding balance at Richmond.promise-pay.com. The PromisePay portal allows users to choose from a range of payment plan options, set up automatic payments and provide contact information for payment reminders and other account notifications via text message. 
• MetroCare Water Program – The water bill payment assistance program offers financial support to eligible families and individuals who are struggling to pay their primary water bills due to financial difficulties. To apply, ratepayers can receive up to $500 per applicant if approved. 
• MetroCare Heat Program – The Heating Bill Payment Assistance Program provides funds to eligible families and individuals who are struggling to pay their primary heating bills due to financial difficulties or other special hardships. The program period begins on December 15th. Residents within Richmond Gas Works' service territory may apply for funds through MetroCare.
• MetroCare Water Conservation Program – This program offers financial assistance to eligible homeowners for plumbing repairs and the replacement of water-inefficient appliances with EPA WaterSense products in order to conserve water and reduce wasteful consumption. The program includes an audit of all eligible homeowners approved by the Department of Energy as a way to improve water use efficiency. 
• SeniorCare Program – This program is designed to meet the specific needs of seniors aged 65 and above in the Richmond metropolitan community. Seniors can enroll in this program and access benefits such as Winter Service Assurance, no late fees, waiver of security deposit, annual weatherization kit giveaways and third-party notification.
• Equal Monthly Payment Plan – The EMPP budget plan spreads your annual gas bill over 12 months. The estimated monthly payment is based on the previous year’s natural gas usage. 

“DPU recognizes that many of our customers are affected by this disruption and may be facing financial hardship,” said Scott Morris, Senior Director of Public Utilities. “Our goal is to provide support and stability for our community while federal funding processes are temporarily on hold.”  

For more information, call (804) 646-4646 or visit rva.gov/public-utilities/billing and follow Richmond DPU on social media at @RichmondDPU.