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HRSD has been protecting public health and the waters of Hampton Roads by effectively treating wastewater in the Hampton Roads service area since 1940. For more information about HRSD click here.
HRSD bills customers for its wastewater treatment services. Some local Water Utilities utilize the HRSD billing system, and for these accounts, customers will receive one combined HRUBS bill which includes their local Water Utility and HRSD. Customers in cities that do not utilize our billing system will receive two separate bills for water-related services: one from HRSD and one from your locality’s Water Utility.
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HRUBS (Hampton Roads Utility Billing Service) is a cooperative and cost-effective billing service provided by HRSD to participating Water Utilities. Currently, Chesapeake, County and Town of Surry, James City County, King William County, 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.
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Our call center hours of operation are 8:00 am to 5:00 pm, Monday – Friday.
The cashiering lobby hours of operation are 8:00 am to 4:30 pm – Monday – Friday. -
HRSD does not provide testing of water for residents. Residents can contact their local Water Utilities to see if water testing service is offered there, contact the local extension service office, or seek private companies offering water testing for more information.
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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 Utility reads the water meter and provides HRSD with the total amount of water consumed for that period.
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HRSD wastewater rates are assessed annually by the commission. All rate changes are effective on July 1st of each year. You can view our current rate schedule here.
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In the absence of a water meter, a flat rate is billed.
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Accounts without water meters are billed a flat daily rate based on the number of days in the billing period. Customers who use large quantities of water that is not discharged to the sanitary sewer (water used for irrigation, swimming pools, etc.) may also choose to sign up for flat rate billing.
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Wastewater facility charges cover the cost of treatment and conveyance capacity consumed by new development or redevelopment, which results in increased wastewater volume or higher strength waste. Facility charges are applied to any sewer or sewer system discharging into HRSD facilities and any increase to existing service. For development occurring at a property previously connected to an existing sanitary sewer tap, the applicable facility charge will be waived for equivalent flow capacity. If a property previously served by a septic tank is connected to the sewer system, the applicable facility charge will be waived for equivalent flow capacity. For more information and pricing please see our rate schedule.
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The HRSD/HRUBS bill includes wastewater treatment charges from HRSD. Sewer services are also assessed by your city/county for Municipal (City/County) sewer maintenance charges. These fees are collected to recover 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.
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HRSD’s billing frequency, in most cases, will match the water meter read schedule and can be monthly, bi-monthly, or quarterly depending on the frequency of your city/county’s water billing cycle. Your meter read schedule can be obtained from your local Water Utility provider.
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If you did not receive your regularly scheduled HRSD/HRUBS bill, your account may have been flagged due to an irregularity detected with your account. Examples include an unusually large bill, which could indicate a possible leak; new meter installation or replacement; new accounts or meter reading corrections. Accounts in good standing that are flagged for further review will not incur late fees or service shut off while the account is under review (customers owing late fees incurred prior to the account being flagged are still responsible for any outstanding balances). If you have concerns about your HRSD/HRUBS bill, please contact us directly at ask@hrsd.com or 757-460-2491.
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Your account is both established and terminated through your local Water Utility. Your Water Utility will update your account information and then provide it to HRSD. HRSD works hand-in-hand with your local Water Utility. Your HRSD or HRUBS account is automatically opened when you request water service through your local Water Utility and is mandatory for any property with an open water account that is connected to city sewer lines.
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Register/ Log In to Invoice Cloud to view or print your bills.
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We do not make adjustments for maintaining/filling swimming pools. We recommend that customers with swimming pools enroll in our Flat Rate Program. This offers the advantage of allowing you to precisely budget your HRSD expenditures for the year. This rate is based on average residential water consumption rates for single family homes and does not consider water used for pools and irrigation. To see the current flat rate amount please view our current rate schedule.
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HRSD does not process name changes. You can only change account ownership by contacting your local Water Utility.
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If you are having trouble logging in, you can reach us directly at 757-460-2491 between the hours of 8:00am-5:00pm, Monday thru Friday, or email us for assistance at ask@hrsd.com.
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Your account is both established and terminated through your local Water Utility. Your Water Utility will update your account information and then provide it to HRSD. You will receive a final bill sent to your forwarding address. If you are relocating within the HRSD service location and require water service, a new account will be established for the new service address. You will receive a separate bill. Any previous outstanding balances may be transferred to the new account.
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Only the primary customer can add an authorized third party to the account. The authorized third party is able to make payments and request billing information. An authorized third party is not financially responsible for the bill.
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Please contact your local Water Utility to obtain your meter read schedule.
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All disputes regarding water usage should be directed to your Water Utility.
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If your residence or business does not have a private water shutoff valve, contact your local Water Utility to have service shut off at the water meter.
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HRSD charges per 100 cubic feet of water or a minimum daily rate charge (whichever is greater). For additional information please see our rate schedule.
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Customers may pay HRSD/HRUBS bills by electronic payment, mail, bill pay services from your private bank, by phone or in person. For detailed information please see Payment Methods.
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You can enroll in automatic payments through our payment service provider Invoice Cloud.
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A fee of $25.00 will be charged each time a financial institution returns a customer’s payment.
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Yes, online bill pay service can be accessed through Invoice Cloud. Invoice Cloud will allow you to view invoices, make payments, and enroll in auto pay and paperless billing, and view payment history.
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Please see Payment Locations.
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No, HRSD is not affiliated with the third party payment provider DOXO.
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HRSD is affiliated with a variety of retail stores' bill pay services with no additional fees. Visit our official Payment Locations page to find a location near you.
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If you are experiencing a financial hardship you may be eligible for a payment extension. The guidelines are:
- Payment is required for balances over 60 days past due
- No returned payments within 12 months
- No broken payment extensions in the last 180 days
Payment extensions can be setup by calling at 757-460-2491 and selecting option 5. Payment extensions are for exactly two weeks from the date of request.
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Yes. There are many organizations that assist with paying utility bills. You can start by dialing #211 on your mobile device or contact one of the local organizations listed below.
Salvation Army Help to Others (H2O) Norfolk, Chesapeake, Virginia Beach 757-543-8100 ext.64247 Williamsburg 757-229-6651 Suffolk 757-539-5201 Newport News/Hampton 757-838-4875 Portsmouth 757-393-2157 Gloucester 804-642-3960 Community Organizations Catholic Charities 757-467-7707 Church of the Holy Ascension 757-495-1886 Church of the Holy Family 757-481-5702 Friends of the Elderly 757-424-8800 Ghent Area Ministries 757-622-0438 Holy Spirit Catholic Church 757-468-3600 ext.111 Human Warmth and Care 757-727-3331 LIHEAP 800-230-6977 Office to end Homelessness 757-664-4488 Single Mothers 888-774-7282 Star of the Sea Catholic Church 757-428-1244 Potters House 757-428-7727 The Stop Organization 757-858-1360 -
You can absolutely have a friend or family member pay your account. The information they will need to provide in order to make a payment on your behalf is: Account Name, Account Number, or Service Address. For privacy reasons we do not provide detailed account information to any unauthorized third party.
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HRSD customers who have a serious medical condition or who share a residence with a family member with a serious medical condition may be eligible for assistance from HRSD through its medical program. Please visit our Serious Medical Condition section for more information. If you need immediate assistance due to a pending disconnection please contact our office at 757-460-2491.
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To have water service turned on, past due charges must be paid in full, including any delinquent service charges by 4:00 pm. Payments can be made online at Invoice Cloud, by phone at 1-844-257-6063 or in person. Please check Payment Locations for more information. Payments received after 4:00 pm will be scheduled for water service turn-on no later than 5:00 pm the next business day. No appointments are allowed and a responsible adult must be present at the property for turn-on.
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All water service turn-ons are processed the same day for payments received by 4PM. Payments received after 4PM will be scheduled for water service turn-on no later than 5PM the next business day.
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There is no grace period. All bills are due and payable when presented. When full payment is not posted to an account by the due date, a late payment fee of 1.5% of the past due amount will be applied.
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Each customer shall be assessed a delinquent fee of $15.00 when we are required to notify you of an impending service interruption or actual interruption due to delinquency balance. When the service trip to the customer’s meter location is performed by the Water Utility on behalf of HRSD, an additional fee will be applied to defray the fee imposed by the Water Utility.
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Our field services crew is not allowed to accept payments of any kind from customers. All payments must be made using our authorized Payment Methods.
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Flexible pay plans and payment arrangements may be available for HRSD and HRUBS bills. Please contact HRSD at (757) 460-2491. Agents are available Monday through Friday 8am–5pm. You may also email us at ask@hrsd.com.
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No, your local public works department, or private service, provides trash collection.
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Please click here to search for sewage disposal sites for recreational vehicles.
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Water overflows in the majority of the HRSD/HRUBS service area are handled directly by the city in which you reside. Please contact your locality.
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https://www.jamescitycountyva.gov/4011/SubmeterSewer-Cap-FAQs
Revised May 2018