Richmond Water Utility 2026: Pay, Log In, Call or Get Help Fast
Use this page like a Richmond DPU help desk. Pick the problem, open the right official portal, prepare the account details, and avoid wrong-payment, old bank-payee, or missed-posting mistakes.
Richmond Water Utility Action Board
No long reading needed. Start with the task below and use the exact official route.
| Need | Use this official route | Have ready | Critical detail |
|---|---|---|---|
| Log in / view bills | MyHQ customer portal | Account number, ZIP, email, service address. | MyHQ supports current/historical bills up to 36 months, ACH payments, AutoPay, electronic bills, and payments up to $100,000 with no convenience fee. |
| One-time payment | EZ-PAY | Account number and billing ZIP code. | Credit card single-transaction limit is $1,000. ACH limit is $100,000. |
| Find account number | RVA311 Account Lookup Tool | Service address and identifying account details. | Use this before paying if your account number changed, is missing, or does not match your saved bank bill-pay setup. |
| Pay by phone | 804-646-4646 | Account number, card/check details, ZIP. | Call center takes credit card payments Monday-Friday, 8 AM-5 PM except holidays. Self-service payment is available 24/7 by pressing option 2. |
| Payment plan / past due | Richmond PromisePay | DPU account, balance, payment ability, reminder preference. | Use for past-due residential or commercial balances and payment-plan setup. |
| Bill help / hardship | MetroCare / assistance section | ID, DPU bill, proof of residence, household size, income proof. | Eligibility is tied to active residential service, primary residence, hardship, and income rules. |
| Water quality / lead line | Water quality & lead help | Address, tap affected, color/odor/taste, line material if known. | Use the lead service line map/survey and DPU water quality numbers before assuming a private plumbing issue. |
2026 billing caution: if you use bank bill pay, saved autopay, or an old payment address, compare it with your latest Richmond DPU bill and official billing page before sending money.
Official Richmond DPU Phone, Address and Service Area
Main DPU office
Department of Public Utilities
900 E. Broad St., Room 115
Richmond, VA 23219
Use for official DPU customer service context. Payment desk details are separate below.
Utility coverage
Richmond DPU provides water, wastewater, stormwater and natural gas services to more than 500,000 customers in the Richmond metropolitan area.
| Department / place | Official detail | Use for |
|---|---|---|
| Richmond DPU Customer Service | 804-646-4646; dpucustserv@rva.gov | Bill, login, payment posting, service questions, hardship/payment plan routing. |
| City Hall Finance Office | 900 E. Broad St., Room 102; Monday-Friday, 8 AM-5 PM | Cash, check, money order, credit/debit card in-person payments. |
| DPU office | 900 E. Broad St., Room 115, Richmond, VA 23219 | Utility customer service address and DPU contact point. |
| Southside Community Service Center | 4100 Hull St.; Monday-Friday, 8 AM-5 PM | Official payment location for cash, check, money order, credit/debit card. |
| Payment mailing address | City of Richmond Department of Public Utilities, P.O. Box 70621, Philadelphia, PA 19176-0621 | Mail checks payable to City of Richmond Department of Public Utilities. |
| Gas leak safety | Leave the area and call 911. | Use for natural gas leak emergencies, not routine billing. |
Bill Pay and Login: MyHQ vs EZ-PAY vs Phone vs Mail
| Payment option | Official details | Use when | Do not miss |
|---|---|---|---|
| MyHQ login | Bill notification, current and historical bills up to 36 months, ACH payments, AutoPay setup, payments up to $100,000, no convenience fee. | You want account management, e-bills, and autopay. | Enrolling in MyHQ automatically enrolls you in electronic bills. |
| EZ-PAY | One-time payment with account number and billing ZIP. Accepts debit, Visa, MasterCard, Discover, checking, savings, money market. | You need to pay without full portal management. | Credit card limit: $1,000 per transaction. ACH limit: $100,000. |
| Phone payment | 804-646-4646. Call center credit card payments Monday-Friday, 8 AM-5 PM except holidays. Self-service available 24/7, option 2. | You need voice/self-service payment or posting help. | Save confirmation number and ask posting date. |
| In person: City Hall | Finance Office, Room 102, 900 E. Broad St., 8 AM-5 PM Monday-Friday. | Cash, check, money order, credit/debit card payment. | Bring bill/account number and ID. |
| In person: Southside | Southside Community Service Center, 4100 Hull St., 8 AM-5 PM Monday-Friday. | Cash, check, money order, credit/debit card payment. | Confirm holiday hours before visiting. |
| Drop box | City Hall drop box on 10th Street side and East District Center drop box. | After-hours check or money order drop-off. | No cash. Use check or money order only. |
| P.O. Box 70621, Philadelphia, PA 19176-0621. | Normal bills with enough mailing time. | Make check payable to City of Richmond Department of Public Utilities. |
2026 Billing Watch: Avoid These Common Mistakes
Old bank bill-pay setup
Before sending through your bank, compare the saved payee, mailing address, and account number against your latest DPU bill.
Missing account number
Use the Account Lookup Tool if your account number is missing, changed, or not accepted.
Autopay confusion
Log in to MyHQ and confirm AutoPay status. Do not assume an old setup carried over until you see it in the active portal.
Fast rule: if the bill is past due or close to shutoff, call 804-646-4646 before paying and ask which payment method protects service today.
Richmond Water Rates Effective July 1, 2026
DPU’s rate page lists water, wastewater, stormwater and gas rates. For water-bill search intent, the most important items are the monthly service charge, Ccf usage charge, wastewater charge, and summer wastewater adjustment.
Residential 5/8-inch meter
Water service charge: $18.90/month
Wastewater service charge: $24.56/month
Water usage tiers
Tier 1: 0-4 Ccf at $3.35/Ccf
Tier 2: over 4 Ccf at $7.09/Ccf
Wastewater usage
Wastewater volume: $10.24/Ccf
Summer wastewater billing may use the lesser of actual March-November usage or average monthly usage from December-February.
| Customer type | Monthly service charge | Volume charge | Quick meaning |
|---|---|---|---|
| Single-family residential 5/8-inch meter | Water $18.90; wastewater $24.56 | Water 0-4 Ccf $3.35/Ccf; over 4 Ccf $7.09/Ccf; wastewater $10.24/Ccf | Most common residential rate example. |
| Single-family residential 3/4-inch meter | Water $26.85; wastewater $35.03 | Same residential water tiers and wastewater volume rate. | Higher base charge because meter is larger. |
| Multi-family 5/8-inch meter | Water $18.90; wastewater $24.56 | Water $5.92/Ccf; wastewater $10.24/Ccf | No residential lifeline tier shown in the multi-family table. |
| Commercial / industrial 1-inch meter | Water $46.57; wastewater $55.98 | Water $5.92/Ccf; wastewater $10.24/Ccf | Business bills vary heavily by meter size and usage. |
| Official 6 Ccf residential example | Water + wastewater example total shown as $132.48 | Uses residential service charges and volume charges. | Good benchmark for checking whether your bill seems unusually high. |
Official rate source:
Past-Due Bill, Payment Plan or Shutoff Concern
Use PromisePay
Payment-plan portal for residential and commercial past-due balances.
Ask about help
MetroCare may help eligible customers with water, wastewater, natural gas, and conservation needs.
| Situation | Best action | What to ask |
|---|---|---|
| Past-due balance but service still active | Open PromisePay and call DPU if deadline is close. | “What amount must be paid today, and can I set a plan?” |
| Payment made but still shows unpaid | Call DPU with confirmation number. | “Was my payment received, posted, rejected, or pending?” |
| Bank bill pay sent to old payee/address | Contact bank and DPU. Keep trace number. | “Can DPU locate this payment with trace/check details?” |
| Hardship or income problem | Check MetroCare and intake agencies. | “Which assistance documents do I need before applying?” |
| Senior customer | Ask about senior protections and deposit/late-fee rules. | “Do I qualify for senior utility protections or third-party notification?” |
Richmond DPU Assistance: MetroCare, PromisePay and Senior Help
MetroCare eligibility basics
- Active DPU account.
- Residential service at primary home.
- Applicant lives at the service address.
- Income at or below 225% of Federal Poverty Guidelines.
- Hardship such as unemployment, family crisis, or financial need.
Bring these documents
- Photo ID.
- Current DPU bill.
- Proof of residence.
- Household size.
- Income documentation.
PromisePay incentive
DPU describes an incentive credit for eligible PromisePay participants, subject to funding and payment-plan compliance.
Missing a payment by more than 30 days can remove the credit.
| Assistance route | Official contact / address | Use for |
|---|---|---|
| East District Initiative Center | 701 N. 25th St.; 804-788-0050 | MetroCare intake and utility assistance routing. |
| ACTS | 1518 Willow Lawn Drive, Suite 301; 804-644-2401 | Utility assistance intake and hardship support. |
| project:HOMES | 88 Carnation Street, Richmond, VA 23225; 804-410-1501 | Conservation-related help; DPU lists Monday-Thursday, 7 AM-5 PM. |
| Tax relief for elderly/disabled | 804-646-6015 | Ask if property-tax relief affects household affordability planning. |
| Fuel assistance through DSS | 804-646-7046 | Heating/gas-related assistance question. |
| Senior DPU protections | 804-646-4646 | Winter service assurance, late-fee/deposit questions, third-party notification. |
Richmond Water Service: Source, Treatment and Local Coverage
Water source
Richmond’s drinking water is supplied from the James River.
The Water Treatment Plant was built on the river banks in 1924.
Treatment capacity
The plant can produce up to 132 million gallons of water per day.
DPU says employees perform numerous tests every day.
Regional wholesale service
DPU provides water through wholesale contracts to Henrico, Chesterfield, Hanover, Goochland, and Powhatan.
System scale: Richmond DPU says it maintains more than 1,000 miles of water lines in the city’s distribution system.
Water Quality, Lead Line Map and Tap Safety
Water Quality Report
DPU publishes annual drinking water quality reports under federal Consumer Confidence Report rules.
Copies / info: 804-646-7306
Source water assessment
For source-water assessment information, DPU lists 804-646-8701.
EPA Safe Drinking Water Hotline: 800-426-4791
Lead exposure step
If water has been sitting for several hours, DPU says to flush the tap 15-30 seconds or until the water becomes cold or reaches a steady temperature before drinking/cooking.
| User question | Direct answer | Official route |
|---|---|---|
| Is my service line lead? | Use Richmond’s Water Line Map and the DPU survey. | Water Line Map |
| How do I report my line material? | Use DPU’s service line survey. | Water Line Survey |
| Need lead program details? | Use Lead Free Water program information. | Lead Free Water |
| Need annual water report? | Open Richmond’s public Water Quality Report page or PDF. | Water Utility page |
| Brown water / odor / taste? | Note tap, time started, hot/cold, neighbors affected, and recent work. | Call 804-646-4646 or use 311. |
Wastewater, Stormwater and Sewer Questions
Wastewater system
Richmond’s Wastewater Utility serves about 58,000 customers and operates the largest wastewater treatment facility in Virginia.
Treatment capacity
The wastewater plant can treat up to 75 million gallons per day of sanitary sewage and stormwater.
Stormwater credit
Richmond has a Stormwater Credit program for eligible efforts that reduce runoff or improve water quality.
| Problem | What to do | Have ready |
|---|---|---|
| Sewer backup | Call DPU / 311; avoid contact with wastewater. | Address, fixture affected, basement/floor drain/toilet, time started. |
| Storm drain flooding | Use Richmond 311 or DPU customer service. | Street address, cross street, photos if safe, whether road is blocked. |
| Stormwater fee question | Review DPU stormwater and credit pages. | Parcel/property details, impervious surface question, mitigation details. |
| Wastewater rate question | Use rate table and current bill usage. | Ccf used, billing period, meter size, customer class. |
Start, Stop or Transfer Richmond Utility Service
Starting service
- Service address and unit number.
- Move-in or closing date.
- Customer name and contact details.
- Account setup and deposit questions.
Stopping service
- Stop date.
- Forwarding address.
- Final bill delivery method.
- AutoPay cancellation check.
Transfer / landlord issue
- Lease or closing document if requested.
- Property manager contact.
- Tenant/owner responsibility question.
- Current balance and account number.
Best route: call 804-646-4646 before moving if you have AutoPay, a past-due balance, tenant billing, or a final bill dispute.
Richmond DPU Map, Payment Locations and Mail Address
| Location | Address | Use for |
|---|---|---|
| DPU Customer Service | 900 E. Broad St., Room 115, Richmond, VA 23219 | DPU customer service address and official department location. |
| City Hall Finance Office | 900 E. Broad St., Room 102, Richmond, VA 23219 | In-person payments: cash, check, money order, credit/debit card. |
| City Hall drop box | 10th Street side of City Hall | Check or money order only. No cash. |
| Southside Community Service Center | 4100 Hull St., Richmond, VA | In-person payment location, Monday-Friday 8 AM-5 PM. |
| East District Initiative Center | 701 N. 25th St., Richmond, VA | MetroCare assistance intake and payment drop box context. |
| ACTS | 1518 Willow Lawn Drive, Suite 301, Richmond, VA | MetroCare / hardship assistance intake. |
| project:HOMES | 88 Carnation Street, Richmond, VA 23225 | Conservation assistance route listed by DPU. |
| Mail payments | P.O. Box 70621, Philadelphia, PA 19176-0621 | Mail check payments payable to City of Richmond Department of Public Utilities. |
Richmond Water Utility FAQ
What is the Richmond Water Utility phone number?
Call Richmond Department of Public Utilities customer service at 804-646-4646. You can also use 311 or 804-646-7000 for City of Richmond service routing.
What is the Richmond DPU login?
The official account portal is MyHQ at dpubillpay.idoxs.net. It supports bill viewing, historical bills up to 36 months, ACH payments, AutoPay setup, electronic bills, and payments up to $100,000 with no convenience fee.
How do I make a one-time Richmond water bill payment?
Use EZ-PAY with your account number and billing ZIP code. EZ-PAY accepts debit cards, Visa, MasterCard, Discover, checking, savings, and money market accounts.
What is the EZ-PAY transaction limit?
DPU’s billing page lists a $1,000 single-transaction credit card limit and a $100,000 ACH limit.
Can I pay Richmond DPU by phone?
Yes. Call 804-646-4646. The call center accepts credit card payments Monday-Friday, 8 AM-5 PM except holidays. Self-service phone payment is available 24/7 by pressing option 2.
Where can I pay in person?
Pay at City Hall Finance Office, Room 102, 900 E. Broad St., or at Southside Community Service Center, 4100 Hull St. Both are listed as Monday-Friday, 8 AM-5 PM.
Where do I mail a Richmond DPU payment?
Mail payments 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.
What are Richmond water rates in 2026?
For a single-family residential 5/8-inch meter, DPU lists a $18.90 monthly water service charge and $24.56 monthly wastewater service charge. Residential water usage is $3.35/Ccf for 0-4 Ccf and $7.09/Ccf above 4 Ccf, with wastewater at $10.24/Ccf.
How do I get a payment plan?
Use Richmond PromisePay at richmond.promise-pay.com or call DPU at 804-646-4646 if you have a deadline or shutoff concern.
What is MetroCare?
MetroCare is Richmond DPU’s assistance program for eligible customers with water, wastewater, natural gas, and conservation-related needs. Applicants generally need an active residential DPU account, primary residence at the service address, income documentation, and hardship details.
How do I check for a lead service line?
Use Richmond DPU’s Water Line Map and Water Line Survey. You can also review the Lead Free Water program and call DPU if you need help interpreting service-line material.
What should I do if water has been sitting in pipes?
DPU says to flush the tap for 15-30 seconds, or until the water becomes cold or reaches a steady temperature, before using it for drinking or cooking.
Who do I call for water quality questions?
DPU lists 804-646-8701 for source water assessment questions and 804-646-7306 for additional water quality report information. The EPA Safe Drinking Water Hotline is 800-426-4791.
What should I do if I smell gas?
Leave the area immediately and call 911. Do not use routine billing/customer-service routes for an active gas leak.
Is this the official Richmond DPU website?
No. This is an informational guide. Confirm live balance, account status, payment deadlines, rates, assistance availability, and service instructions with official Richmond DPU sources.
30-Second Richmond Water Utility Checklist
Pay/login: MyHQ for full account management; EZ-PAY for one-time payment; phone payment at 804-646-4646.
Before paying: verify account number, ZIP, current balance, due date, payment limit, and posting time.
Past due: call DPU first, then use PromisePay or ask about MetroCare.
Rates: 2026 water/wastewater rates are effective July 1, 2026; check meter size and Ccf usage.
Water quality: use the Water Line Map, survey, Lead Free Water page, and water quality phone numbers for lead/tap concerns.