Limited-Time Opportunity Helps Customers Eliminate Delinquent Balances and Avoid Service Disruption

RICHMOND, Va. — The City of Richmond Department of Public Utilities (DPU) is launching Back on Track with DPU, a limited-time utility reset program designed to help residential and commercial customers resolve past-due utility balances, avoid service disruption and move forward with manageable payment options.

The Back on Track program provides eligible customers with a final opportunity to bring delinquent accounts current or enroll in an interest-free, no-convenience-fee PromisePay payment plan, with repayment terms of up to 24 months.

“Back on Track is an important campaign to help maintain and strengthen DPU’s financial health and long-term stability, both key factors in ensuring our ability to meet the needs of our customers and keep rates affordable. This campaign strikes a balance between fiscal responsibility and compassion for our community by offering customers a meaningful opportunity to resolve past-due utility balances,” said Scott Morris, director of the Department of Public Utilities.

Program Purpose

Back on Track with DPU is designed to:

• Help customers reduce delinquent utility balances through a limited-time reset opportunity, with extend payment plan terms
• Recover outstanding revenue to maintain financial resiliency and support continued investment in the City’s utility systems
• Reduce long-term delinquency and prevent service disruptions through proactive communication and flexible payment options

Program Details

Eligible customers may:

• Bring existing PromisePay payment plans current and renegotiate outstanding balances, or
• Enroll for the first time in an interest-free, no convenience fee PromisePay payment plan

Repayment terms are available for up to 24 months, depending on eligibility.

Eligibility and Payment Options

Both residential and commercial customers with delinquent utility accounts are eligible, regardless of prior or current enrollment in payment plans.

Residential customers may enroll in a PromisePay payment plan with a 10% down payment, with repayment terms of up to 24 months, depending on account balance.

Commercial customers may enroll with a 20% down payment, with repayment terms of up to 24 months, depending on account balance. 

Expanded MetroCare Assistance Program

As part of the Back on Track campaign, DPU has expanded its MetroCare Assistance Program, which provides financial assistance to qualified low-income households to help make water, wastewater and natural gas bills more affordable.

Eligible residential customers may receive:

• Up to $500 in credits toward water and wastewater bills
• Up to $500 in credits toward natural gas bills
• A Payment Plan Incentive Credit of up to $500 for customers who enroll in and successfully complete a DPU payment plan

The Payment Plan Incentive Credit is applied when a customer enrolls in a payment plan and is maintained only if all payments are made on time. If a payment becomes more than 30 days past due, the credit will be removed and added back to the account balance. This incentive is available once per fiscal year, when funding is available. MetroCare assistance is available to qualifying residential households with incomes at or below 225% of the federal poverty guidelines.

Enrollment Period, How to Enroll and Service Disconnections

Customers must enroll in Back on Track with DPU between now and March 31 to bring past-due balances into a new payment plan. After March 31, payment plans will be limited to a maximum of 12 months.

Customers can enroll by visiting richmond.promise-pay.com or by calling PromisePay at 1-804-626-5420 for assistance with setting up a payment plan.

Accounts that remain delinquent after April 1 will be subject to service disconnection, with disconnections beginning in April. 

Customers are encouraged to act promptly, as this is a final opportunity to take advantage of extended repayment terms and waived fees.

Customer Assistance Events

To make it easier to enroll, DPU will host community events across the city where customers can get one-on-one help with checking eligibility and signing up for a payment plan. The event dates and locations are as follows:

Southside Community Services Center        February 7        9a.m. – 1p.m.

East District Initiative                                  February 21     9a.m. – 1p.m.

John Marshall High School                           March 21          9a.m. – 1p.m.

For more information, visit rva.gov/public-utilities/backontrack or call 804-646-4646.

City's RVA Engage model featured as a best practice in public participation and budget transparency

Richmond, VA — Odie Donald II, Chief Administrative Officer for the City of Richmond , served as a featured practitioner for the Certificate in Innovative Leadership in Public Administration, hosted by the National Forum for Black Public Administrators and Georgetown University School of Continuing Studies .

Mr. Donald presented Input to Impact: A People-Powered Approach to Governance and Budgeting , highlighting RVA Engage, Richmond’s civic engagement and budgeting model designed to expand public access, strengthen fiscal transparency, and elevate resident voice early in the budget process.

“Budgets are not just financial documents — they are a reflection of community values,” Mr. Donald said. “RVA Engage is built around the principle people first, people always , empowering residents to understand how government works and contribute meaningfully to decisions that affect their daily lives.”

RVA Engage combines public town halls, Budget 101 education sessions, and online participation tools, giving residents direct access to department leaders and clear insights into how the City builds and balances its budget. The model encourages informed dialogue before budget proposals advance, reinforcing accountability and trust between residents and local government.

The NFBPA Executive Leadership Program  convenes public sector leaders nationwide to explore innovative governance strategies. Mr. Donald’s session shared practical approaches for administrators and policymakers working to strengthen civic engagement, align public spending with community priorities, and build trust in government processes.

During the session, Mr. Donald engaged a cohort of senior public administrators from Washington, D.C.; Woodbridge, Va.; Columbus, Ohio; Cambridge, Mass.; Union, N.J.; Greensboro, N.C.; and Seattle, Wash. Participants represented core city functions, including human resources, workforce and employment services, public health, youth programs, budget and evaluation, research and performance, libraries, public affairs, and executive services.

Mr. Donald shared lessons from Richmond’s RVA Engage model in a cross-department setting that mirrors real-world city operations — aligning resources, outcomes, and community priorities — guided by his principle: people first, people always.

The presentation shared with program participants is available online, along with additional information about RVA Engage, upcoming budget town halls, and opportunities for public participation, at go.rva.gov/engage.

Extension allows community members additional time to explore, digest, and provide feedback  

Richmond, VA – The City of Richmond has extended the comment period on draft two of the Code Refresh maps and use regulations. The extension gives community members more time to explore, digest, and offer feedback on the most recent iteration of the City’s proposed zoning ordinance. 

The comment period, which was originally scheduled to close on Sunday, February 15, has been moved two weeks to Sunday, March 1 at 11:59 p.m. ET . Community members have until that time to visit the interactive tools available at rva.gov/coderefresh and leave their comments.  

“The recent and persistent winter weather has been challenging for our community engagement efforts,” said Mayor Danny Avula . “Shifting the timeline ensures that community members have the time and space to continue sharing thoughtful feedback that is essential to creating a zoning code that reflects the needs and priorities of our many diverse neighborhoods.” 

Code Refresh is a key strategy in the Mayor’s comprehensive housing plan , which he presented yesterday to Richmond City Council’s Organizational Development Standing Committee. The other three pillars of that strategy include: 

• Establishing predictable City funding for the construction and preservation of affordable housing through a new ordinance.
• Committing to collaborative public housing redevelopment by holding RRHA accountable and centering residents.
• Delivering on anti-displacement by improving administration of our existing programs. 

Together, these priorities are meant to refine and strengthen Richmond’s housing work to create more homes for more people and expand the ways residents can stay in their homes. A new zoning code is critical to addressing the former.  

“Code Refresh is an opportunity to establish a regulatory environment that allows for increased housing supply and choices,” said Director of Planning and Development Review Kevin J. Vonck .  “It is an important piece of the Mayor’s housing plan and for our City’s future growth. We continue to encourage all residents to get involved in this process so we can make sure, as we draw the maps and write the rules, we are doing so with thought and care. This extension gives more space for that to happen.” 

Residents are encouraged to learn more about the Code Refresh process—including key changes between drafts one and two and additional opportunities to engage—on the Code Refresh website .  

The City of Richmond and Henrico County announced today the extension of their contract with CARITAS for the Inclement Weather Surge Shelter, which expanded the number of contracted days from thirty to sixty. The contract was finalized ahead of the recent storms, ensuring more shelter options for local residents. 

The contract expansion enables CARITAS to continue to provide additional capacity to support individuals experiencing unsheltered homelessness in the Greater Richmond region during extreme weather this winter. As a reminder, the Surge Shelter provides additional capacity and space for people experiencing unsheltered homelessness when the Salvation Army Inclement Weather Shelter is full and the temperature falls below 40 degrees. The Surge Shelter can be activated when those conditions are met between December 1, 2025 and March 31, 2026.

“The recent weather conditions highlight our need for quality shelter providers during inclement weather. Extending our contract with CARITAS affirms Richmond’s commitment to compassion and stability for our most vulnerable neighbors, especially in light of the recent extreme weather,” said Amy Popovich, Deputy Chief Administrative Officer of Human Services. “CARITAS has been a trusted partner in providing shelter, support, and pathways to long-term housing. This extension allows us to continue that work together; ensuring safety, dignity, and hope for individuals and families in need.”

"The Surge Shelter has been a lifeline for many in our community through the brutal cold and other harsh conditions this winter," Henrico Board of Supervisors Chair Roscoe D. Cooper III said. "Henrico County is proud to continue our partnership with Richmond and CARITAS to keep this facility operating, providing warmth, safety and compassion to those who desperately need it."

“CARITAS is happy to continue our regional partnership for the Surge Shelter,” said Karen O’Brien, President and CEO of CARITAS. “The Surge Shelter has provided a warm, safe, and supportive space for our neighbors facing unsheltered homelessness during this harsh winter season. Our team is ready to continue serving the community and ensure that the Surge Shelter is ready when needed and activated.”

The Surge Shelter operated by CARITAS is not a walk-up shelter. Individuals in need of shelter should go to the Salvation Army Inclement Weather Shelter at 1900 Chamberlayne Ave in Richmond as their entry point. If the Surge Shelter is operating, transportation will be provided from the Salvation Army Inclement Weather Shelter to the Surge Shelter.

For more information about Homeless Services in the City of Richmond, please visit the Office of Homeless Services. For specific information regarding our shelter operations, please visit the City of Richmond Inclement Weather page.

February 2, 2025

DPW will continue to treat and plow streets around the clock; City Deactivates Emergency Shelter, Transitions to Extreme Weather Warming Centers

Richmond, VA — The State of Emergency declared by Mayor Danny Avula on Jan. 30 at 5 p.m. officially ends at 9 a.m. on Feb. 2, 2026. While forecasted temperatures will reach above freezing and winter precipitation has moved out of the region, the City will:

• Continue to treat and plow streets around the clock
• Deactivate the City Emergency Shelter at 2pm today and transition to Extreme Weather Warming Centers (both a daytime and overnight option)
• Monitor the weather for potential future impacts

DPW will continue to treat and plow neighborhood streets

The Department of Public Works Snow Removal crews worked through the night treating the City’s Priority 3 streets (more on DPW’s snow removal priorities). As the overnight shift ended, nearly all Priority 3 streets have been treated. Crews will continue to work around the clock, treating the remaining Priority 3 streets and plowing some streets where necessary. Warmer temperatures forecasted for Monday and Tuesday afternoon will, in conjunction with chemical treatment applied over the last several days, aid in improving icy road conditions in the City’s neighborhoods.

Extreme Weather Warming Centers will offer residents 24-hour options to stay warm

The City will deactivate the City Emergency Shelter at 2 p.m. today, Feb. 2 and transition to Extreme Weather Warming Centers. As cold temperatures and icy conditions on roads and sidewalks continue, the City will operate Extreme Weather Warming Centers with a daytime Center located at the Main Library (101 E. Franklin Street) and an overnight Center located at the Linwood Robinson Senior Center (700 N. 26th Street). All guests at the City Emergency Shelter will be offered safe transportation to the Main Library Warming Center this afternoon. City staff and partners will continue working together to ensure individuals in need receive care and services.

Additionally, the Salvation Army Inclement Weather Shelter (1900 Chamberlayne Avenue) and CARITAS Surge Shelter will continue regular, planned operations, and all Richmond public libraries operate as Warming Centers during operating hours.  

The Department of Emergency Communications, Preparedness and Response will monitor potential future weather impacts

The City will continue to monitor weather conditions through the rest of the week. Residents are encouraged to sign up for Richmond Ready Alerts to receive critical emergency and weather alerts from the City of Richmond. Residents can text ‘RVAREADY’ to 888-777 to receive a sign-up link or visit rva.gov/richmondreadyalerts to learn more.  

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Se levanta el Estado de Emergencia en la Ciudad de Richmond

El Departamento de Obras Públicas (DPW) continuará aplicando tratamiento químico a las calles de prioridad 3 durante las 24 horas del día. La Ciudad desactivará el Refugio de Emergencia y llevará a los usuarios a los Centros de Calefacción.

Richmond, Virginia — El estado de emergencia declarado por el alcalde Danny Avula a las 5:00 p.m del 30 de enero, finaliza oficialmente a las 9:00 a.m. del 2 de febrero de 2026. Mientras las temperaturas previstas superen el punto de congelación y las precipitaciones invernales han dejado de caer en la región, la Ciudad:

• Seguirá aplicando tratamiento químico a las calles de prioridad 3 durante las 24 horas del día.
• Desactivará el refugio municipal de emergencia hoy a las 2:00 p.m. y llevará a los usuarios a los centros de calefacción ante el clima extremo, los cuales ofrecen opciones diurnos y nocturnos.
• Seguirá monitoreando el clima para prevenir posibles efectos futuros.

DPW seguirá aplicando tratamiento químico en las calles de los vecindarios

Los equipos de remoción de nieve del Departamento de Obras Públicas (DPW) trabajaron toda la noche aplicando tratamiento químico en las calles de prioridad 3 de la Ciudad (aquí encontrará más sobre las prioridades de remoción de nieve del DPW). Al finalizar el turno nocturno, casi todas las calles de prioridad 3 habían sido tratadas. Los equipos continuarán trabajando las 24 horas del día en las calles de prioridad 3 restantes. Las temperaturas más cálidas previstas para el lunes y el martes por la tarde, junto con el tratamiento químico aplicado en los últimos días, ayudarán a mejorar las condiciones de las carreteras congeladas en los vecindarios de la ciudad.

Los centros de calefacción ante el clima extremo ofrecerán a los habitantes un lugar cálido las 24 horas

La ciudad desactivará el Refugio de Emergencia de la Ciudad a las 2:00 p.m. de hoy, 2 de febrero, y llevará a los usuarios a los centros de calefacción ante el clima extremo. Mientras continúen las bajas temperaturas y las condiciones heladas en calles y aceras, la Ciudad ofrecerá los centros de calefacción ante el clima extremo, con un centro diurno ubicado en la Biblioteca Principal (101 E. Franklin Street) y un centro nocturno ubicado en el Centro para Adultos Mayores Linwood Robinson (700 N. 26th Street). A todos los usuarios del refugio municipal de emergencia se les ofrecerá esta tarde transporte seguro al centro de calefacción de la Biblioteca Principal. El personal de la Ciudad seguirán trabajando junto al de otras organizaciones comunitarias aliadas para garantizar que las personas necesitadas reciban atención y servicios.

Además, el albergue para clima inclemente del Ejército de Salvación (1900 Chamberlayne Avenue) y el refugio adicional de CARITAS continuarán sus operaciones normales y

planeadas, y todas las bibliotecas públicas de Richmond funcionarán como centros de calefacción durante su horario de funcionamiento.

El Departamento de Comunicaciones, Preparación y Respuesta ante Emergencias estará vigilante ante los posibles efectos meteorológicos futuros

La Ciudad seguirá monitoreando las condiciones meteorológicas durante el resto de la semana. Se anima a los residentes a inscribirse en las alertas de emergencia de Richmond (Richmond Ready Alerts) para recibir alertas críticas de emergencia y meteorológicas de la Ciudad de Richmond. Los residentes pueden enviar un mensaje de texto a RVAREADY al 888777 para recibir un enlace de inscripción o visitar la página rva.gov/richmondreadyalerts para obtener más información.