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Public Utilities

Don’t Delay Pay Today

DPU Rolls Out New Financial Assistance Options

PromisePay Payment Plans

The City of Richmond Department of Public Utilities has introduced a new financial assistance program as part of the “Don’t Delay, Pay Today!” campaign to support customers who are delinquent on their utility bills. DPU has partnered with PromisePay to provide convenient, flexible payment options to households who are unable to pay their bills. Residential  and commercial customers with a past due balance may enroll in a PromisePay payment plan for their outstanding balance at 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.  


Qualified customers are also encouraged to apply to the temporary funding program being administered through the Virginia Department of Social Services in partnership with Promise. The federally-funded Low Income Household Water Assistance Program (LIHWAP) is available to eligible customers who are behind on their water bill. Households eligible for LIHWAP assistance must have a past due water/wastewater balance and a gross household income below 150% of the federal poverty level based on household size. Payments for clients receiving LIHWAP assistance will be made directly to DPU. Eligible households must apply by visiting or calling 888-373-9908. Customers are being encouraged to apply as soon as possible as LIHWAP funding will end once available funds are depleted.

Application assistance for LIHWAP is available by contacting Promise directly at 888-373-9908 between the hours of 7 a.m. to 7 p.m. Monday through Saturday. Applicants should not contact the local department of social services, as they will not be able to provide support regarding the application process. Applicants not already enrolled in an income-based program (such as LIHEAP, Supplemental Nutrition Assistance Program, Temporary Assistance for Needy Families, Supplemental Security Income, means-tested veteran programs) will be required to provide evidence of household income.


DPU offers other affordability programs through MetroCare. The MetroCare Water Assistance and Conservation programs help qualified DPU customers with paying their water bills and assists homeowners with water conservation efforts. Approved applicants could receive a credit adjustment toward water and wastewater charges or assistance with plumbing repairs or replacement of water inefficient appliances. The MetroCare Heat Assistance Program provides financial assistance up to $500 toward heating or energy bills for qualified customers experiencing hardships or financial difficulties. Customers can learn about the qualifications and how to apply to the programs by visiting here.

All customers with delinquent balances are encouraged to take advantage of one or more of the assistance programs to avoid potential disconnection.

DPU hosted two customer support events on Saturday, February 25 and Saturday March 11. Plans to host future events are underway.

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