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Residential Customer FAQs
Frequently Asked Questions (FAQs)
- Q: What is HRUBS?
A. HRUBS (Hampton Roads Utility Billing Service) is a cooperative and cost-effective billing service provided by HRSD and participating localities. Currently, Chesapeake, James City, King William, Norfolk, Smithfield, Suffolk and Urbanna participate in HRUBS. Through HRUBS, customers receive one combined bill for water, wastewater, and related public services rather than multiple bills. HRUBS benefits participating localities by providing bill printing and payment processing at no cost.
- Q: What wastewater services are billed through HRUBS?
A. The HRUBS bill includes wastewater charges from both the locality and HRSD. Municipal charges typically include sewer maintenance, which recovers the costs of operating and maintaining the sanitary sewer. The sanitary sewer system transports wastewater (used tap water) through municipal-owned pipes to larger HRSD interceptor pipes. HRSD pipes then transport wastewater to individual HRSD treatment plants. With nine major treatment plants in Hampton Roads, HRSD charges to treat, or clean, the wastewater.
- Q. How is the amount of the wastewater treatment charge determined?
A. For most customers, HRSD's wastewater treatment charge is based on the amount of water used per billing period. For each billing period, the water supplier reads the water meter and provides HRSD with the total amount of water consumed for that period.
- Q. What payment options are currently available?
A. HRSD offers a variety of payment options. Please check Payment Methods for more information.
- Q. Does HRSD provide online billing or bill viewing?
A. HRSD is developing electronic billing and payment options that can be accessed at www.HRSD.com/customerinquiries as they become available.
- Q. How do I establish or cancel my account with HRSD?
A. Your account is both established and terminated through your water supplier. (For most customers, this is your local utilities department.) Your water supplier will update your account information and then provide it to HRSD.
- Q. My water was turned off because of bill nonpayment. How do I get my water turned on?
A. When your HRSD or HRUBS account is past due, your water service may be turned off. To have water service restored, your bill must be paid in full, including any delinquent service charges. To expedite service, payment should be made in person. Please check Payment Locations for more information.
- Q. Does HRSD adjust my wastewater treatment charge for pool filling?
A. The water used to fill residential swimming pools doesn’t enter the sanitary sewer, so it isn’t treated by HRSD. In qualifying circumstances HRSD will adjust the wastewater treatment charge for customers with pools of at least 5,000 gallons. You may click here to read the pool policy. Customers who wish to request a credit must complete a Pool Certification Form, which can be downloaded here. Additional documentation is required for pools with a capacity of 25,000 gallons or more. For additional information you may e-mail billing@hrsd.com or call (757) 460-2491 (Southside), (757) 877-2019 (Peninsula), or 1-888-ASK-HRUBS.
- Q. Does HRSD pick up trash?
A. No, your local public works department provides trash collection.
Revised February 29, 2008
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