Norfolk Water Utility 2026: Bill Pay, Login & Phone

How to Pay Your Norfolk Water Bill Online

Norfolk uses HRUBS for combined utility billing. The city’s official payment instructions link customers to the HRSD My Account portal for online transactions.

1. Open the official payment portal. Visit HRSD My Account.
2. Find the payment or account access option. Sign in if you already have an online account. If you’re a first-time user, follow the available registration instructions.
3. Enter your utility account information. Keep your latest HRUBS bill nearby. The city identifies the HRUBS account number as a 10-digit number.
4. Check your account balance. Review the service address, total due, due date and any overdue charges before paying.
5. Choose a payment method. The city’s payment information lists checking and savings accounts, debit cards and Visa, Mastercard or Discover credit cards as accepted options through its payment services.
6. Review the transaction. Confirm your account information and any fee shown before submitting.
7. Save your confirmation. Keep the receipt or confirmation number until the payment appears on your account.

You can verify payment methods at the City of Norfolk’s official Billing and Payments page.

HRSD My Account Login and Account Number Help

Norfolk customers may see the names HRUBS and HRSD on their statements. HRUBS is the regional utility billing service, while HRSD is responsible for wastewater treatment. HRSD’s My Account portal provides the online account route identified by Norfolk.

Access Your Existing Account

1. Go to HRSD My Account.
2. Use the portal’s sign-in option.
3. Enter your registered credentials.
4. Open the available account or billing section.
5. Check your balance, account details or payment options.

First-Time Login or Registration

If you haven’t used the online portal before, follow the registration process displayed by HRSD. Have your HRUBS account number and billing information ready.

The exact verification fields are controlled by the live HRSD portal. Use the instructions displayed during registration rather than entering your utility details on an unrelated site.

Forgot Your Login Information?

Use the account recovery option shown on the portal. If you no longer have access to the registered email or cannot verify the utility account, contact HRSD through its official website or Norfolk Utilities at 757-664-6700.

Norfolk Water Bill Payment Methods

You don’t have to pay online. Norfolk lists telephone payments, in-person service counters, mailed checks and payment drop boxes.

Pay Norfolk Water Bill by Phone

Call 1-888-430-4385, the automated payment number published on Norfolk’s main billing page.

1. Have your 10-digit HRUBS account number ready.
2. Follow the automated instructions.
3. Select the available bank-account or card payment option.
4. Verify the payment amount and any processing fee.
5. Record your confirmation number.

Phone-payment number note: Norfolk’s separate disconnection-policy page also publishes 844-257-6063 for HRUBS/HRSD payments. Because both numbers appear on official city pages, use the current payment link or phone instructions on Norfolk’s main billing page if you encounter a problem.

Mail Your Norfolk Utility Payment

HRUBS
PO Box 37097
Boone, IA 50037-0097

Include your payment stub and write the account number on the check or money order. Do not mail cash. If your bill is approaching its cutoff deadline, contact customer service before relying on postal delivery.

Where to Pay in Person in Norfolk

The City of Norfolk Utilities Customer Service Lobby accepts utility payments at:

Norfolk Utilities Customer Service
810 Union Street, Suite 101
Norfolk, VA 23510

Lobby hours: Monday–Friday, 8 AM–4:30 PM
Phone: 757-664-6700

Cash, checks and money orders are accepted at the city’s payment windows. Confirm payment methods with the office before visiting if you intend to use a card.

Local Drop-Box Locations

Norfolk and HRSD publish several convenient utility payment drop-box locations, including:

• Berkley Neighborhood Service Center: 925 S. Main Street, Norfolk.
• Fishermans Road Fire Station: 1425 Fishermans Road, Norfolk.
• Norview Community Center: 6380 Sewells Point Road, Norfolk.
• Old Dominion Fire Station: 1211 W. 43rd Street, Norfolk.
• Thole Street Fire Station: 115 Thole Street, Norfolk.

The city states that payments deposited before noon on a business day are posted that day; payments deposited after noon are posted the next business day.

Check the HRSD official payment locations list before traveling.

2026 Norfolk Water and Sewer Rates

Norfolk’s published FY2027 utility rates apply from July 1, 2026, through June 30, 2027. The city bills water and wastewater collection based on usage measured in CCF, or hundred cubic feet.

1 CCF = 748 gallons.

HRSD’s wastewater treatment charge also has a published minimum of $0.45 per day.

Example: Household Using 5 CCF

A household using approximately 3,740 gallons in a billing period would have these usage-based charges if the listed rates apply to all 5 CCF:

• Water: 5 × $6.74 = $33.70
• Wastewater collection: 5 × $5.89 = $29.45
• Wastewater treatment: 5 × $9.84 = $49.20

Combined usage-based amount: $112.35.

This is an illustration, not a complete monthly bill. Actual bills can include fixed, minimum, stormwater or other applicable charges. Your charges also depend on the billed usage and service classification.

Check the official Norfolk Water & Sewer Rates for current information.

How to Start Water Service in Norfolk

Moving into a property in Norfolk? The city accepts new service applications through its official online Water Service Request page.

What You’ll Need

• Valid government-issued identification.
• Proof of ownership for recently purchased homes, when required.
• Valid lease agreement for renters.
• Social Security numbers and other required identifying details for responsible adult account holders.
• Contact telephone numbers and billing address.
• Business Tax ID for commercial applications.
• Payment of any past-due Norfolk water utility accounts in your name.

Micro-Steps to Apply

1. Open Norfolk Water Service Request.
2. Select Start Water Service.
3. Read the applicant requirements for homeowners, tenants or commercial customers.
4. Enter the service address and account-holder details requested by the form.
5. Upload required identification and ownership or lease documents through the city’s official application system.
6. Review your requested activation date and submit the application.
7. Watch for confirmation or requests for missing documentation.

The city asks customers to allow up to 48 business hours for account setup. Same-day service is not available, and requests are processed only on business days.

Norfolk publishes a $20 water service activation fee, which is added to the first monthly bill.

Moving Between Norfolk Addresses

Existing customers transferring service must bring the old account current. The city may ask for updated proof of occupancy, identification, contact information and service dates.

Do not assume the old service closes when the new account begins. Confirm both dates with customer service.

How to Stop Norfolk Water Service

If you’re moving away or selling your home, submit the stop-service request before the desired closing date.

1. Visit the official Water Service Request page.
2. Choose Stop Water Service.
3. Enter the required 10-digit HRSD account number.
4. Provide the primary account holder’s requested identity information.
5. Enter a forwarding address different from the service location.
6. Submit the request and keep the confirmation.

Norfolk asks customers to allow up to 48 business hours for service termination. Same-day termination is not available, and requests are processed on business days only.

Once the final reading and billing are completed, review the remaining balance and confirm that no future recurring payments need to be changed.

Norfolk Water Disconnection Rules and Reconnection

Norfolk’s published disconnection policy explains that customers may become subject to water shutoff 60 days after the bill due date.

The exact notice and account status matter. If you receive a disconnection warning, contact Norfolk immediately to verify the amount due and available payment arrangements.

Water Already Shut Off?

1. Confirm the amount required for restoration with Norfolk Utilities.
2. Pay through an authorized payment channel.
3. Save the transaction confirmation number.
4. Call 757-664-6700 and provide the confirmation.
5. Ask when reconnection can be scheduled and whether anything else is required.

Norfolk says it makes every effort to restore water the same day when payment is completed before 2 PM, but reconnection may take up to 24 hours. Restoration time is not guaranteed.

Source: City of Norfolk Disconnection Policy.

Need Help Paying Your Norfolk Water Bill?

Norfolk can review payment arrangements on a case-by-case basis. If you cannot pay your full bill, call the utility office before disconnection is scheduled.

Request a Payment Arrangement

1. Call 757-664-6700 during customer service hours.
2. Explain the account balance and the amount you can currently afford.
3. Ask whether a flexible payment arrangement is available.
4. Confirm the payment schedule and requirements.
5. Keep a record of the agreement and pay by the agreed dates.

H2O – Help to Others Program

The H2O program assists qualifying households facing a temporary financial crisis that puts their water service at risk. Assistance may apply to local public utility or HRSD bills, subject to eligibility and funding.

Visit ShareH2O.org to find local program information and assistance contacts.

If H2O assistance is unavailable, ask Norfolk Utilities about other payment arrangements and local social service resources.

High Water Bill in Norfolk? Request a Leak Adjustment

A running toilet, damaged supply pipe or hidden leak can cause unexpectedly high water consumption. Norfolk offers a leak adjustment review for qualifying customers, but you must repair the leak and document what was done.

Steps to Request an Adjustment

1. Review your water usage. Compare the high bill with your normal consumption and check for visible plumbing problems.
2. Locate and repair the leak. Arrange appropriate plumbing repairs before submitting the request.
3. Keep proof. Save a plumber’s invoice, receipts for repair supplies or a self-repair statement describing the work and date.
4. Open the official request page. Visit Norfolk Water Service Request.
5. Select Leak Adjustment Request. Enter the required account details and provide repair documentation.
6. Submit within the deadline. The city requires requests within 12 months of the high-consumption event.
7. Check the result. Allow up to 60 days for the city to verify the repair and review consumption.

Approved credits generally appear within one or two billing cycles. Adjustments may cover a maximum of two billing periods within a rolling 12-month period, subject to eligibility.

What Should You Pay While the Request Is Reviewed?

The city advises customers to continue paying their average utility bill while an adjustment is under review. Once the review is complete, any remaining balance must be paid or addressed through an approved payment option.

Local tip: If your bill increased after a pipe burst during a cold spell, keep repair receipts and photographs showing what was fixed. Norfolk’s adjustment policy focuses on documented repairs and consumption returning to normal, not simply a statement that the bill was unusually high.

Report a Norfolk Water Main Break, Sewer Backup or Low Pressure

Norfolk Department of Utilities operates a 24-hour emergency reporting number for water and sewer problems.

Emergency water and sewer line: 757-823-1000

Before Calling

• Confirm the exact street address or nearest intersection.
• Describe whether the issue is a main break, low pressure, no water, sewer backup or visible flooding.
• Note when the problem started.
• Check whether neighboring properties are experiencing the same problem, if safe.
• Keep clear of standing water near damaged electrical equipment.

For a possible leak inside your home, use a safe household shutoff if you know how to operate it and contact a qualified plumber. Do not tamper with city-owned meters or water mains.

For nonemergency utility questions, use Norfolk Utilities Contact Information.

Norfolk Utilities Contact Details and Office Hours

City of Norfolk Department of Utilities
810 Union Street, Suite 101
Norfolk, VA 23510

Customer service: 757-664-6700
Emergency reporting: 757-823-1000
Email: utwainq@norfolk.gov
Fax: 757-664-6375

Phone hours: Monday–Friday, 7:30 AM–5 PM
Customer lobby: Monday–Friday, 8 AM–4:30 PM
Closed: Official holidays

Directions to Norfolk Utilities Customer Service

Utility correspondence mailing address:
P.O. Box 1080
Norfolk, VA 23510

Do not confuse this correspondence address with the HRUBS payment mailing address in Boone, Iowa.

Norfolk Water or HRSD: Which Number Should You Call?

Frequently Asked Questions

Official Norfolk Water Utility Resources

• Norfolk Department of Utilities — official department information and emergency contacts.
• Billing and Payment Options — payment methods, office locations and account support.
• HRSD My Account — authorized online utility account portal.
• Water and Sewer Rates — current Norfolk and HRSD consumption rates.
• Start or Stop Water Service — service applications and leak-adjustment requests.
• Water Disconnection Policy — delinquency, payment arrangements and reconnection rules.
• Norfolk Utilities Contact — phone numbers, customer service and emergency contact details.
• HRSD Payment Locations — regional payment counters and drop-box locations.
• H2O Utility Assistance — information about qualifying household utility-bill assistance.

Information reviewed: October 23, 2026. Based on official City of Norfolk and HRSD publications. Current payment channels, processing charges, policies and service schedules should be confirmed before completing a transaction.

Independent website notice: WaterUtilities.org is not operated by the City of Norfolk, Norfolk Department of Utilities, HRSD or HRUBS. This article is an informational guide. We do not process utility payments, open customer accounts or dispatch emergency services.