City News
Public Utilities
Repair Process for Water Main Break
Why does one water main repair take a few hours while another takes much longer? Every break is different. This graphic shows the steps involved in a typical repair—and some of the factors that can affect how long it takes.
Richmond CAO to Host September 8 Billing and Customer Service Working Session with DPU
Limited availability for customer service staff
The Department of Public Utilities (DPU) is committed to continually improving the quality, accuracy, and responsiveness of its billing and customer service operations. As part of this ongoing effort, on Tuesday, September 8, from 12:00 to 2:00 p.m., a limited number of DPU billing and customer service staff will be available while team members participate in a working session with Chief Administrative Officer Odie Donald II. This session will focus on strengthening internal processes and enhancing the overall customer experience.
During this two-hour period, customers may experience minimally longer-than-usual wait times when contacting DPU for billing or customer service support. Normal staffing levels will resume immediately following the meeting at 2:00 p.m., ensuring full-service availability for the remainder of the day.
DPU appreciates the community’s ongoing patience and understanding as we take deliberate steps to improve service delivery and better meet the needs of our customers. These efforts reflect our ongoing commitment to deliver the modern, dependable utility experience customers expect and deserve.
DPU Announces Fall 2026 Citizens Academy
The City of Richmond Department of Public Utilities (DPU) is now accepting applications for the Fall 2026 Citizens Academy. This is an interactive series that gives residents a behind-the-scenes look at the essential services that help 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 provides essential services, 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 October:
| Date | Time |
|---|---|
| Tuesday, October 6 | 5 p.m. – 7 p.m. |
| Tuesday, October 13 | 5 p.m. – 7 p.m. |
| Tuesday, October 20 | 5 p.m. – 7 p.m. |
| Tuesday, October 27 | 5 p.m. – 7 p.m. |
Locations and detailed session information will be shared with registered participants.
Because the Academy builds week-to-week, participants are requested 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 Fall 2026 Citizens Academy using the link below.
Richmond DPU Continues to Monitor Billing System Performance
After a series of improvements post-launch, the City of Richmond Department of Public Utilities’ (DPU) has addressed all known system conversion issues and will continue to monitor the billing system’s performance over the next several weeks to ensure it is operating as intended. After this monitoring period, DPU’s customer service priority will focus on improving efficiencies through process enhancements, accountability and verification the new system provides. These further refinements will ensure DPU continues to provide more accurate bills and more efficient service for customers.
The Department of Public Utilities remains committed to delivering the modern, dependable utility experience customers expect and deserve and appreciates customers’ patience during this transition. In the coming weeks and months, customers will continue to see progress as DPU further refines and streamlines its processes.
For the latest information, customers can visit go.rva.gov/dpubillupdates or by following DPU's official social media channels.
Customer Reminders
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For any billing or payment concerns, contact DPU:
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Phone: 804-646-4646
Email: [email protected]
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All customers have been assigned new 10-digit account numbers, as noted on new bills or searchable at an online account lookup tool.
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Any customer using bill pay through a financial institution should update their account number AND the correct mailing address with that institution to ensure correct processing and prevent any delays.
City of Richmond
Department of Public Utilities
P.O. Box 70621
Philadelphia, PA 19176-0621
Region Lifts Voluntary Water Conservation Measures
The City of Richmond, along with Chesterfield, Goochland, Hanover, Henrico, and Powhatan counties is lifting the call for voluntary water conservation measures, effective Tuesday, August 4. This decision is based on the current flows in the James River being above conservations triggers in accordance with Richmond’s James River Regional Flow Management Plan.
Though the voluntary water conservation measures are currently lifted and flows in the James River are stable, water conservation should be an everyday practice for all residents and businesses. Conserving water is an important tool in reducing water demand. Water conservation tips can be found here: https://www.vdh.virginia.gov/drinking-water/office-of-drinking-water/water-conservation-tips/
We will continue to monitor conditions, and if conditions worsen the call for voluntary conservation measures will be reissued.
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