City News

Public Utilities

DPU Street Work Activity Reports

The City of Richmond Department of Public Utilities publishes weekly Street Work Activity Reports to provide visibility into active infrastructure work occurring across the city. These reports offer a snapshot of current projects and street impacts, organized by Council District, to support coordination, planning and public awareness.

Reports are updated weekly and reflect active work at the time of publication.

April 2026 Reports

DPU Street Work Activity Report - Week of April 27, 2026

DPU Street Work Activity Report - Week of April 20, 2026

DPU Street Work Activity Report - Week of April 13, 2026

DPU Street Work Activity Report - Week of April 6, 2026

March 2026 Reports

DPU Street Work Activity Report - Week of March 30, 2026

DPU Street Work Activity Report - Week of March 23, 2026

DPU Street Work Activity Report - Week of March 16, 2026

DPU Street Work Activity Report - Week of March 10, 2026

DPU Street Work Activity Report - Week of March 1, 2026

February 2026 Reports

DPU Street Work Activity Report - Week of February 23, 2026

DPU Street Work Activity Report - Week of February 16, 2026

DPU Street Work Activity Report - Week of February 9, 2026

DPU Street Work Activity Report - Week of February 2, 2026

January 2026 Reports

DPU Street Work Activity Report - Week of January 26, 2026

DPU Street Work Activity Report - Week of January 20, 2026

DPU Street Work Activity Report - Week of January 12, 2026

December 2025 Reports

DPU Street Work Activity Report - Week of December 29, 2025

DPU Street Work Activity Report - Week of December 22, 2025

DPU Street Work Activity Report - Week of December 15, 2025

DPU Street Work Activity Report - Week of December 8, 2025

DPU Street Work Activity Report - Week of December 1, 2025

November 2025 Reports

DPU Street Work Activity Report - Week of November 24, 2025

City Marks Historic Milestone Today - First Water Returns to Byrd Park Reservoir West Basin After Major Rehabilitation Milestone

The City of Richmond marked a historic milestone today as the first water began flowing back into the west basin of the Byrd Park Reservoir—signaling the completion of a major phase in a long-term rehabilitation project.

Built between 1874 and 1876, the Byrd Park Reservoir has served Richmond residents and surrounding counties for nearly 150 years. The reservoir operates as two finished water storage tanks and plays a critical role in delivering safe, reliable drinking water across the region.

As part of the City’s capital improvement plan, the Department of Public Utilities (DPU) has been rehabilitating the reservoir tanks and replacing the original concrete roofs, which were added in the 1970’s and are reaching the end of their useful life. The west tank was taken out of service in August 2023 to begin construction.

City leaders and DPU staff gathered to mark the completion of the new roof on the west basin. Deputy Chief Administrative Officer for Operations Al Wiggins ceremonially turned a valve to begin the first flow of water into the tank.

Filling the basin is a gradual process expected to take several days, as the tank is brought up to its full capacity of 27.5 million gallons. Once filled, water samples will be collected and tested to ensure the water meets all quality standards before the basin is returned to service.

“This is certainly a historic moment for Richmond,” said Wiggins. “All capital projects are important, but for a 150-year-old facility that serves such a vital function to not only the city but the region, this project ranks among the highest—and one I’m especially proud of.”

DPU Director Scott Morris emphasized the scale and importance of the project.

“I am incredibly proud of all the people who played a role in this significant effort,” said Morris. “Planning and executing projects of this scale takes years of design and construction. We know how critical this reservoir is to the region, and this is one of many investments we will continue making to ensure a reliable and resilient water system for years to come.”

In recent years, prior to the roof replacement, DPU completed additional upgrades to improve the distribution system reliability and increase operational flexibility at facilities connected to the reservoir. The roof replacement project represents a major step forward in preserving this historic asset while modernizing its infrastructure.

Residents can follow the history and progress of the Byrd Park Reservoir rehabilitation project through ongoing project updates available on the City’s website. Photos of today's event can be found here.

Fix A Leak Week: Simple Steps to Save Water and Money

A small leak might not seem like a big deal—but over time, it can waste thousands of gallons of water and significantly increase your utility bill.

That’s why the City of Richmond Department of Public Utilities is joining utilities across the country to recognize Fix A Leak Week, a national initiative led by the U.S. Environmental Protection Agency (EPA) to help residents find and fix common household leaks.

The good news? Most leaks are easy to detect and inexpensive to fix.

Why Leak Checks Matter

Household leaks can waste nearly 10,000 gallons of water each year—the amount of water needed to wash nearly 300 loads of laundry.

Fixing leaks:

Reduces your water bill

Conserves water resources

Helps prevent property damage

Supports a more sustainable Richmond

Start Here: Check These Common Problem Areas

1. Toilets (Most Common Leak)

Toilets are the number one source of household leaks—and often the most overlooked.

How to check:

Add a few drops of food coloring to the tank

Wait 5 minutes without flushing

If color appears in the bowl, you likely have a leak

Quick fix:
Replacing a worn flapper is inexpensive and can usually be done in minutes.

2. Faucets

A dripping faucet may seem minor, but those drops add up quickly.

What to look for:

Steady drips or pooling water

Moisture around handles or under sinks

Quick fix:
Tightening connections or replacing washers can often stop the leak.

3. Irrigation Systems

Outdoor leaks can waste large amounts of water—especially during warmer months.

What to check:

Broken or misaligned sprinkler heads

Wet spots in your yard

Water running onto sidewalks or streets

Tip:
Run your system briefly and walk your yard to spot issues.

Check Your Water Meter for Hidden Leaks

Not all leaks are visible.

Here’s how to check:

Turn off all water inside and outside your home

Locate your water meter

Watch the meter for movement

If the meter is still moving, you may have a hidden leak.

Easy Fixes That Make a Big Difference

Many leaks can be fixed with simple tools and low-cost parts. Common solutions include:

Replacing toilet flappers

Tightening pipe connections

Swapping out worn washers or gaskets

Adjusting irrigation heads

If you’re unsure, a licensed plumber can help identify and repair the issue.

Take Action This Week

Fix A Leak Week is the perfect time to take a few minutes to check your home.

By fixing even a small leak, you can:

Save water

Lower your bill

Protect your home

Need Help?

For more information about water conservation and customer resources, visit: rva.gov/public-utilities.

City of Richmond Department of Public Utilities Rolls Out Customer Service Upgrades, Cutting Wait Times and Expanding Support

Richmond, VA — The City of Richmond Department of Public Utilities (DPU) has implemented several enhancements to strengthen its customer service experience and ensure residents receive timely, effective support.

Over the past several months, DPU has significantly reduced wait times for customers calling its Customer Service Center. Through targeted process improvements and strategic staffing adjustments, the department has improved response times, allowing customers to reach representatives more quickly and efficiently.

The department has made strong progress in improving customer service over the past year. Our call answer rate increased from 69% in 2024 to 97% in 2025, and continued to rise from 97% in January 2025 to 99% in January 2026. Customers are also getting help faster, with average hold times dropping from 50 seconds to just 19 seconds.

We also expanded access by ending the Wednesday noon closure, giving customers consistent weekday service. To better support in‑person needs, we added more customer service representatives at both walk‑in centers and hired additional supervisors to strengthen on‑site support.

These improvements reflect our ongoing commitment to providing faster, more reliable, and more accessible service to the community.

In addition to reduced wait times, DPU has introduced a new escalation protocol designed to ensure faster resolution of ongoing issues. If a customer calls a second time regarding the same concern, the matter is now automatically escalated to a supervisor for review and follow-up. This added layer of oversight helps ensure that complex or unresolved issues receive the attention they need and deserve.

DPU has also created a direct email channel for customers who believe their concerns require further review. Customers may email the Director of Public Utilities at [email protected] and a team of senior managers will review the request. This provides customers a means to escalate their concern if they feel their issue has not been addressed appropriately through standard customer service processes, including the built-in escalation process. This step underscores the department’s commitment to transparency, accountability, and continuous improvement.

How Customer Concerns Are Addressed

Step in the Resolution Process	When to Use	Phone	Email	Resolution Timeline
Initial Contact	First time reaching out	804-646-4646	[email protected]
Escalation to Supervisor	After one call, if the issue is unresolved	804-646-4646	[email protected]	Within 30 days
Escalation to Director’s Office	If concerns remain after supervisor 30-day review	804-646-5200	[email protected]	Within 30 days

“These enhancements reflect our commitment to providing high-quality customer service and ensuring every resident feels heard,” said Scott Morris, Director of DPU. “We want our customers to know they can rely on us—not only for essential services, but for responsive, respectful support when they need assistance.”

DPU remains dedicated to improving customer experience and will continue to evaluate and refine its processes to better serve the Richmond community.

How to Contact DPU Customer Service

Customers can contact the DPU Customer Service Center by calling 804-646-4646, Monday through Friday from 8 a.m. to 4 p.m. Customers may also email [email protected] for assistance.

Customers who prefer in-person assistance can visit one of DPU’s walk-in customer service centers:

• City Hall – 900 E. Broad St.
• East District Initiative (EDI) – 701 N. 25th St.

Both locations are open Monday through Friday, 8 a.m. to 4:30 p.m.

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About the City of Richmond Department of Public Utilities
The City of Richmond Department of Public Utilities provides natural gas, water, wastewater, stormwater and streetlight services to more than 500,000 customers in the Richmond metropolitan area. DPU is committed to safety, reliability and innovation in delivering essential utility services that support the city’s residents, businesses and environment.

El Departamento de Servicios Públicos de la Ciudad de Richmond implementa mejoras en el servicio al cliente, reduciendo los tiempos de espera y ampliando la asistencia

Richmond, Virginia — El Departamento de Servicios Públicos (DPU) de la Ciudad de Richmond ha implementado varias mejoras para mejorar la experiencia de servicio al cliente y garantizar que los habitantes reciban una asistencia oportuna y eficaz.

En los últimos meses, DPU ha reducido significativamente los tiempos de espera de los clientes que llaman a su centro de atención al cliente. Mediante mejoras específicas en los procesos y ajustes estratégicos en la dotación de personal, el departamento ha mejorado los tiempos de respuesta, lo que permite a los clientes ponerse en contacto con los representantes de forma más rápida y eficiente.

El departamento ha logrado grandes avances en la mejora del servicio al cliente durante el último año. Nuestra tasa de respuesta a las llamadas aumentó del 69 % en 2024 al 97 % en 2025, y siguió aumentando del 97 % en enero de 2025 al 99 % en enero de 2026. Los clientes también reciben la ayuda más rápidamente, ya que el tiempo medio de espera se ha reducido de 50 segundos a solo 19 segundos.

También ampliamos el acceso al poner fin al cierre de los miércoles al mediodía, lo que ofrece a los clientes un servicio constante entre semana. Para atender mejor las necesidades presenciales, incorporamos más representantes de atención al cliente en ambos centros de atención sin cita previa y contratamos supervisores adicionales para reforzar la asistencia in situ.

Estas mejoras reflejan nuestro compromiso constante de ofrecer un servicio más rápido, fiable y accesible a la comunidad.

Además de reducir los tiempos de espera, DPU ha introducido un nuevo protocolo de escalado diseñado para garantizar una resolución más rápida de los problemas en curso. Si un cliente llama por segunda vez por el mismo motivo, el asunto se remite automáticamente a un supervisor para su revisión y seguimiento. Este nivel adicional de supervisión ayuda a garantizar que los problemas complejos o sin resolver reciban la atención que necesitan y merecen.

DPU también ha creado un buzón de correo electrónico directo para los clientes que consideren que sus inquietudes requieren una revisión más detallada. Los clientes pueden enviar un correo electrónico al Director de Servicios Públicos a [email protected] y un equipo de altos directivos revisará la solicitud. Esto proporciona a los clientes un medio para escalar su inquietud si consideran que su problema no se ha abordado adecuadamente a través de los procesos estándar de atención al cliente, incluyendo el proceso de escalado integrado. Esta medida señala el compromiso del departamento con la transparencia, la rendición de cuentas y la mejora continua.

Cómo se atienden las inquietudes de los clientes

Paso en el proceso de resolución	Cuando se emplea	Teléfono	Correo electrónico	Plazo de tiempo de resolución
Comunicación inicial	Contacto inicial del cliente	804-646-4646	[email protected]
Escalación del caso a un supervisor	Después de la primera llamada si el asunto no ha sido resuelto	804-646-4646	[email protected]	Dentro de 30 días
Escalación del caso a la oficina del director	Si persisten dudas tras la revisión de 30 días realizada por el supervisor	804-646-5200	[email protected]	Dentro de 30 días

“Estas mejoras reflejan nuestro compromiso de ofrecer un servicio al cliente de alta calidad y garantizar que todos los habitantes se sientan escuchados”, afirmó Scott Morris, director de DPU. “Queremos que nuestros clientes sepan que pueden confiar en nosotros, no solo para los servicios esenciales, sino también para recibir una atención receptiva y respetuosa cuando necesiten ayuda”.

DPU mantiene su compromiso de mejorar la experiencia del cliente y seguirá evaluando y perfeccionando sus procesos para prestar un mejor servicio a la comunidad de Richmond.

Cómo comunicarse con el Servicio al Cliente de DPU

Los clientes pueden comunicarse con el centro de servicio al cliente de DPU llamando al 804-646-4646, de lunes a viernes de 8 a.m. a 4 p.m. También pueden enviar un correo electrónico a [email protected] para solicitar ayuda.

Los clientes que prefieran la asistencia en persona pueden visitar uno de los centros de atención al cliente de DPU sin cita previa:

• Ayuntamiento – 900 E. Broad St.

• Iniciative del Distrito Oriental (EDI) – 701 N. 25th St.

Ambas oficinas están abiertas de lunes a viernes, de 8:00 a 16:30.

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Acerca del Departamento de Servicios Públicos de la Ciudad de Richmond

El Departamento de Servicios Públicos de la Ciudad de Richmond presta servicios de gas natural, agua, alcantarillado, aguas pluviales y alumbrado público a más de 500 000 clientes en el área metropolitana de Richmond. DPU está comprometido con la seguridad, la confiabilidad y la innovación en la prestación de servicios públicos esenciales que benefician a los habitantes, las empresas y el medio ambiente de la ciudad.

DPU Announces Spring 2026 Citizens Academy

The City of Richmond Department of Public Utilities (DPU) is now accepting applications for the Spring 2026 Citizens Academy — an interactive series that gives residents a behind-the-scenes look at the essential services that keep Richmond running every day.

The four-week program invites participants to meet the teams who deliver water, wastewater, stormwater and natural gas services across the city. Through facility tours, hands-on demonstrations and presentations from industry professionals, residents will gain a deeper understanding of how DPU protects public health, supports growth and responds to community needs.

Citizens Academy is designed to be informative, engaging and accessible for residents who want to learn more about their utilities,

Sessions will be held weekly on Tuesdays throughout April

April 7 — 5 p.m. – 7p.m.

April 14 — 5 p.m. – 7p.m.

April 21 — 5 p.m. – 7p.m.

April 28 — 5 p.m. – 7p.m.

Locations and detailed session information will be shared with registered participants.

Because the Academy builds week-to-week, participants are required to attend all sessions to get the full experience. Applications will be reviewed and selected to ensure representation from across Richmond’s City Council districts. Residents from all areas of the city are encouraged to apply.

Ready to learn how your utilities work?
Apply for the Spring 2026 Citizens Academy using the link below.

Spring 2026 Citizens Academy Application