The City of Richmond, along with Chesterfield, Goochland, Hanover, Henrico, and Powhatan counties remains in a voluntary water conservation status in support of the Commonwealth’s request for voluntary conservation. A decision to lift the call for voluntary conservation measures will be made next week, pending continued stable river flow conditions and rainfall as well as guidance from the Virginia Department of Environmental Quality’s Drought Monitory Task Force. 

All residents are encouraged to continue complying with the region’s voluntary measures. 

Richmond, VA — The City of Richmond Department of Public Utilities (DPU) is providing the following updates related to its new billing system and customer service operations. 


DPU continues to verify customer accounts that have not yet received bills. Customers who have not seen their most recent bills should see them during their normal bill cycle going forward. Additionally, some customer payments remain unprocessed due to missing or incorrect account numbers on checks or other payment methods, or for various other reasons. These items require DPU to review the payment and to identify the correct corresponding account.  

Customers who believe they may have a billing issue or receiving an error or “validation” message when accessing MyHQ should contact DPU at 804-646-4646 during normal business hours or email [email protected]. 

Customer Reminders  

As part of the new billing system:  

• All customers have been assigned new 10-digit account numbers.   

• Any customer using bill pay through a financial institution should update their account number with that institution to ensure correct processing. 

• Customers who pay through MyHQ do not need to update their account number.  

• A new online account lookup tool is available.   

The Department of Public Utilities remains committed to providing updates as additional progress is made and appreciates customers' continued patience as these improvements are completed. Progress thus far includes:  

• Call center wait times have decreased due to the addition of 15 customer service agents trained to complete requests for starting, stopping and transferring service. 

• Customers calling to start, stop or transfer service can now select Option 4 to be routed for direct assistance. 

• An additional 17 customer service agents will be onboarded in August.  

• Additional staff are working customer service tickets to address online inquiries to provide quicker turnaround times for customers. As a result, DPU has addressed 93 percent of the online account inquiries entered in June and July, the remaining 7 percent are actively being addressed. To avoid wait time, customers can send an email to [email protected] for non-urgent requests.  

• MyHQ and EZ-PAY portals have been updated. Account and summary information has been corrected.  

• Bill formatting issues including adjustments and budget billing have been resolved with the exception of duplicate meter reads. This will be corrected in the next update.  

• Payment reminders have been updated and include a link to a payment portal.  

• Additional bill improvements related to how meter reads are displayed on bills will be implemented over the next two weeks.  

Customers can find the latest information, including how to locate their new account number, by visiting rva.gov/public-utilities/account update or by following DPU's official social media channels. 

DPU continues to work with partners Oracle and KUBRA to implement the new billing and customer service platform (Project Synergy) as well as address issues that have arisen since implementation earlier this year. 

Statement from the City of Richmond, Oracle, and KUBRA 

Project Synergy is a collaborative partnership between the City of Richmond, Oracle, and KUBRA to modernize the City's utility billing and customer service platform. As Project Synergy has been implemented over the past several months, some customers have experienced challenges with their utility billing. We understand how frustrating these issues have been, and we sincerely appreciate your patience and understanding as we work through them. 

The City of Richmond, Oracle, and KUBRA remain committed to working together to enhance system performance, improve reliability, and provide the modern, dependable utility experience Richmond customers expect and deserve. 

 City of Richmond’s Commitment to Customers   

• Continue to expand customer service staffing to respond to customer inquiries more quickly, reduce wait times and provide the assistance our customers need.  

• Work jointly to identify, resolve and prevent issues as quickly as possible.  

• Strengthen billing validation and quality assurance to improve billing accuracy before bills are issued.  

• Provide resources to customers to help them understand their bills and resolution processes.  

As Project Synergy continues to mature, customers can expect:  

• A modern utility platform designed to provide more efficient, responsive and reliable service  

• Improved online account management and self-service tools.  

• More accurate and reliable utility billing  

• Faster processing of many customer service requests  

• Better coordination between customer service representatives and field service personnel  

We recognize the frustration these issues have caused our customers and we appreciate their continued patience. Our highest priority is restoring the level of service our customers expect. We appreciate the continued collaboration and expertise of Oracle and KUBRA as we work together to resolve these issues and strengthen our service for the long-term.   

Statements from Our Partners  

Oracle:    

Oracle is proud to partner with the City of Richmond and KUBRA on Project Synergy. We are working closely with City of Richmond post project go-live, supporting improvements, and helping deliver a reliable, modern customer service experience.

KUBRA: 

KUBRA values its partnership with the City of Richmond and Oracle on Project Synergy. As the project’s payment technology provider, KUBRA remains committed to supporting the City and Oracle in strengthening the payment experience for Richmond utility customers.

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.

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The City of Richmond Electoral Board will hold public meetings to canvass the results of the August 4, 2026, Republican Primary Election and review provisional ballots.

Provisional Ballot Meeting

Date: Tuesday, August 11, 2026
Time: 1:00 p.m.
Location: City of Richmond Office of Elections
2134 W. Laburnum Avenue
Richmond, VA 23227

Pursuant to § 24.2-653 of the Code of Virginia, the Electoral Board will review and determine the validity of provisional ballots cast in the August 4, 2026 Election and conduct any other business authorized under Title 24.2 of the Code of Virginia.

Any authorized representative of a primary candidate attending the provisional ballot meeting must present a physical copy of their appointment or authorization letter signed by the county or city chairman of their respective party. If the county or city chairman is unavailable to sign such a written designation, such a designation may be made by the state or district chairman of the political party. 

Any voter who cast a provisional ballot and wishes to determine the status of their ballot or provide additional documentation for the Electoral Board's consideration may submit documentation by email to [email protected] or deliver it in person to the City of Richmond Office of Elections before or during the meeting.

The Board will go into limited Access/Closed Session to consider the qualifications of provisional voters. Other than appropriate staff and legal counsel of the Electoral Board, attendance at this meeting shall be permitted for the persons whose provisional votes are being considered with their legal counsel, if present, as well as one authorized representative of each primary candidate. Authorized representatives must be qualified voters in the Commonwealth of Virginia.

No remote participation will be available.

For additional information, please contact the Electoral Board at [email protected].

Agenda

Current decals to expire on August 31, 2026  

Richmond, VA  — 2026-2027 residential parking permits for residents of the Jackson Ward Restricted Parking Districts will go on sale beginning Monday, August 3  and are effective beginning September 1, 2026 to August 31, 2027. 

2025-2026 permits will expire on Monday, August 31. 

Pricing 

• Automobile Decals: $25 
• Motorcycle Decals: $25 

Residents may fill out their permit application and make their payment online at go.rva.gov/parkingpermits or in-person at City Hall (900 E. Broad St.).  

Visitor passes are also available and limited to two per household or building address at a cost of $35 each.  

Residency Requirements 

A resident is either the residing owner of record or renter of a property located within the Restricted Parking District, as well as immediate family members who reside with the owner at the designated address.  

To enable the Department of General Services to verify residency, the following information and photo identification must be provided: 

• Residential property owners must provide either a copy of their real estate bill or other information that verifies ownership of the property 
• Renters must provide a valid written lease for the property in the Parking District, and have the appropriate approval of the property owner on the application they present 

Residents can get more information, verify residency and purchase a permit through the online portal at: www.rva.gov/public-works/parking-enterprise  

For additional details, please use the 311 mobile app, online portal at www.RVA311.com or call 3-1-1. 

In recognition of National Intern Day on July 30, The 100 Black Men of Richmond has partnered with the City of Richmond to gift professional ties to City Hall interns. The gesture supports young men across the internship program as they prepare for future academic and career opportunities.

Event Details:

What: 100 Black Men of Richmond Gift Ties to City Hall Interns 

When: Thursday, July 30, 2026

Time: Media arrives at 1:30 p.m.; Program begins at 2:00 p.m.

Where: City Council Chambers, City Hall 

“Mentorship is key to supporting young Richmonders on a path towards excellence. Collaborating with community organizations like the 100 serves as a force multiplier in investing in the future of Richmond’s workforce,” said Chief Administrative Officer Odie Donald II. “Professional development isn’t just about skills, it’s about helping young people feel equipped to step into new opportunities. I'm thankful for the support of the 100 and the confidence they help foster.”

The event highlights the shared commitment between the City and community organizations to foster development and create pathways to career success. The tie distribution served as both a symbolic and practical step in helping interns prepare for professional opportunities. 

“We are proud to stand with Richmond’s young men as they step into professional spaces,” said Stephen Miller Pitts, President and Chairman of 100 Black Men of Greater Richmond. “A tie may seem small, but it is a powerful signal that they belong, that they are seen as leaders, and that they deserve to approach every opportunity with confidence. We are grateful to collaborate with the City of Richmond to strengthen mentorship, career readiness, and the pipeline of future Black leaders across our community.”

The City of Richmond’s internship program provides hands‑on experience, exposure to public service, and supportive pathways for students and early‑career participants.