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Public Utilities

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

City of Richmond Launches “Back on Track with DPU” Account Reset Program

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	9 a.m. – 1 p.m.
East District Initiative	February 21	9 a.m. – 1 p.m.
John Marshall High School	March 21	9 a.m. – 1 p.m.

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

Why Is My Natural Gas Bill So High?

Many Richmond residents are seeing higher natural gas bills this winter, and the primary reason is the extreme cold we experienced across the region.

Record Low Temperatures Drive Higher Usage

During periods of record low temperatures, natural gas systems work harder—and longer—to keep homes warm. When outdoor temperatures drop well below normal, heating systems cycle more frequently and use more energy to maintain safe and comfortable indoor temperatures.

Even small changes in thermostat settings can lead to significant increases in usage during extreme cold. The colder it is outside, the more natural gas is required to heat your home, especially overnight when temperatures remain low for extended periods.

Rising Natural Gas Prices and Market Conditions

In addition to increased usage, natural gas prices fluctuate based on market conditions, including storms, weather variations, and supply and demand. By federal law, the wholesale price of natural gas is unregulated and can rise or fall with market conditions.

A key part of your natural gas bill is the Purchased Gas Cost (PGC), which reflects the actual cost of the natural gas purchased and delivered to customers. By law, gas utilities must pass this cost on to customers dollar for dollar, without markup or profit.

How the Purchased Gas Cost Affects Your Bill

City of Richmond Department of Public Utilities charges customers monthly for natural gas service. The PGC is adjusted monthly to better reflect actual market conditions and fuel costs.

Other components of the natural gas bill include:

A monthly service charge, and

A volumetric charge based on usage

These charges are fixed rates set annually each July. Current natural gas rates are available on rva.gov/public-utilities.

When higher market prices occur at the same time as increased usage during extreme cold, customers may see noticeable increases in their bills.

Longer Cold Stretches Add Up

This winter has included multiple consecutive days of sustained cold. Unlike brief cold snaps, prolonged low temperatures prevent homes from retaining heat, causing furnaces to run almost continuously. That extended runtime directly impacts monthly natural gas usage—and ultimately, your bill.

Homes Respond Differently to Extreme Cold

Several factors can influence how much natural gas a home uses during cold weather, including:

Home size and age

Insulation quality

Window and door sealing

Heating system efficiency

Thermostat settings and occupancy patterns

Homes with older systems or limited insulation may see larger increases during extreme weather events.

What You Can Do

While weather conditions are outside anyone’s control, there are steps customers can take to help manage usage during cold periods:

Lower your thermostat by a few degrees when possible

Seal drafts around windows and doors

Use programmable or smart thermostat settings

Keep vents and returns clear for efficient airflow

These small changes can help reduce usage, especially during extended cold weather.

Help Managing Seasonal Bill Changes

Customers who experience difficulty paying their natural gas bill are encouraged to seek help before bills become unmanageable. DPU offers information and assistance programs year-round to support customers facing financial challenges.

One option is enrolling in the Equal Monthly Payment Plan (EMPP). EMPP helps reduce seasonal bill fluctuations by creating equal monthly payments based on a customer’s total annual usage. This program can make household energy costs more predictable and help customers develop a monthly energy budget.

Customers who need additional support may also be eligible for the MetroCare Heat Program, a heating bill assistance program that provides funds to qualifying households experiencing financial difficulty or other special hardship. Residents within the DPU gas service territory may apply for assistance through MetroCare.

Looking Ahead

As temperatures return closer to seasonal norms, natural gas usage typically decreases. Understanding how extreme weather affects energy use can help customers plan ahead and avoid surprises during future cold snaps.

For more information about billing or payment assistance, visit rva.gov/public-utilities or contact Customer Service at 804-646-4646.