Residential Customer 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/sewer services are billed through HRUBS?
A. The HRUBS bill includes wastewater treatment charges from HRSD. Sewer services included are Municipal (City/County) sewer maintenance charges 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. 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. Payments can be made on line at hsrd.com or in person. Please check Payment Locations for more information.

Q. Does HRSD adjust my wastewater treatment charge for pool filling?
A. HRSD does not offer pool adjustments however we do offer some alternatives related to the use of water that does not go into the sanitary sewer system. Please click here for more information.

Q. Does HRSD pick up trash?
A. No, your local public works department provides trash collection.

Q. Where can I dispose of sewage from my recreational vehicle?
A. Please see the attached list of sewage disposal sites for recreational vehicles.

Revised August 2017


HRSD © 2013
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Main Office: 1434 Air Rail Avenue,

Virginia Beach, VA 23455
or P.O. Box 5911, Virginia Beach VA 23471-0911 bluespacer

Phone: 757.460.2261