Account Management - Pay My Bill
Customer Portal and Phone Payments Unavailable from 3-6 a.m. on Sunday, December 10, 2023
Pay My Bill Online
Chesterfield Utilities’ water and wastewater customers are billed bimonthly (every other month) and are due upon receipt. The following payment options are available without service fees. Changing your service when moving can typically be done within two business days.
The customer portal is available to make payments online. Customers can make a payment without registering. Customers must register with their account/customer number and create a login and password to view account information.
Through the customer portal, customers can:
- Choose paperless bills (eBills).
- Make payments with electronic checks (eCheck) or credit cards without service fees.
- Manage account information from multiple accounts.
- Set-up automatic payments (AutoPay) with the option of specific frequencies, amounts and payment choices.
- Technical support service is available 24/7 by calling 1-800-420-1663 for login assistance or password resets.
Direct Debit and Automatic Payments
Register in the customer portal with AutoPay to have your payment automatically withdrawn based on your choice of payment method and frequency. After you register, you can make changes to payment methods and frequency at your convenience.
Please call the Billing/Customer Service section at 804-748-1291, Monday-Friday, 8:30 a.m.-5 p.m., excluding holidays, if you have any questions.
Deposit your bill in the drop boxes (PDF) located outside the Utilities building at any time on or before the due date. Your payment stub should be included to ensure proper credit to your account. Walk-up boxes are located at each entrance to the Utilities building located in the Chesterfield County Government Complex at 9840 Government Center Parkway, Chesterfield, VA 23832.
For added convenience, a drive-through box is located at the Government Center Parkway entrance between the Community Development building and the Utilities building. For your protection, please do not place cash in the drop boxes.
Visit the Utilities Customer Portal to register for eBills. From the portal, select the Accounts Menu, then select paperless. Once you sign up for electronic billing, you can view all bills in electronic format from the date you sign up moving forward. Customers will not be able to view past bills that were sent in paper format. Email notifications for paperless customers will come from an automated email address from paymentus.com.
Pay at the kiosks located at the Administration Building, Clover Hill Library, Meadowdale Library and North Courthouse Library for your convenience by following the system instructions.
Mail your bill using the envelope provided in your bimonthly bill. Please include the payment slip to ensure proper credit to your account. Payments should be mailed to:
Department of Utilities
P.O. Box 71143
Charlotte, NC 28272-1143
Chesterfield County Utilities Department
P.O. Box 608
Chesterfield, VA 23832
The Chesterfield County Utilities Department in-person services include accepting water and wastewater payments, accepting applications for new water and/or wastewater connections, establishing new services for customers moving into properties, disconnecting services for customers moving out of properties, and responding to billing questions. Other utility services are available via phone, email or video conferencing. Department information can be obtained by calling 804-748-1271. Water and wastewater payments can be made at any time through the Customer Portal or by calling 1-844-449-7664.
Health and Safety Guidelines
To make payments or submit applications for new connections, customers may continue to use the walk-up drop boxes located at each entrance of the Utilities building. For added convenience, a drive-up drop box is located at the Government Center Parkway entrance between the Community Development building and the Utilities building for customers who want to remain in their car while dropping off a payment or application. For your protection, please do not place cash in the drop boxes.
Low-Income Household Water Assistance Program
Funds Almost Depleted, Applications Closing in December
The Low-Income Household Water Assistance Program (LIHWAP) is a temporary program that helps Virginia residents pay past due water and wastewater bills. LIHWAP funds will be available to eligible Virginia residents until funds are depleted on a first-come, first-served basis. The program is administered by the Virginia Department of Social Services (VDSS) in partnership with Promise. Promise is a modern technology solutions company that works with utilities and government agencies around the country to provide payment flexibility for households who are unable to pay their bills and streamlined relief distribution to those in need.
Households eligible for LIHWAP assistance must have a past due water/wastewater balance and a gross household income below 150% of the federal poverty level based on household size (please see the Income Guidelines Table). Priority will be given to households whose water/wastewater has been disconnected or is at risk of disconnection.
How to Apply
Eligible households may apply for LIHWAP relief. Applicants not already enrolled in an income-based program (LIHEAP, SNAP/EBT, TANF, SSI and means-tested veteran programs) will be required to provide evidence of household income. For application assistance, call Promise at 1-888-373-9908 between the hours of 7 a.m. to 7 p.m. Monday through Saturday.
Chesterfield County Department of Utilities does not make approval decisions regarding LIHWAP applications.
If your water consumption appears to be higher than normal:
- Check for leaks, especially in toilets, before calling Utilities.
- Take into account the amount of time spent watering lawns or gardens, as this practice uses a significant amount of water.
Delinquency, Disconnection and Service Restoration
Past Due Payments
Bills are considered delinquent if payment is not received by the past due after date. If an account remains unpaid after this date, a second notice is mailed and a penalty is assessed. Additionally, interest shall accrue monthly on all bills that are not paid by the past due after date. If the balance is still unpaid, the account may be disconnected and charged a re-connection fee. All outstanding charges, fees and assessments must be paid before service can be restored. For information about outstanding charges, call 804-748-1291.
The Code of the County of Chesterfield, Section 18-30, referring to termination of service for nonpayment of utility charges and security deposit, was revised July 1, 2016. In accordance with the code, if the bill for any utility charge remains delinquent for 60 days and the director has sent written notice to the consumer that service will be disconnected, the director shall disconnect utility service.
Prior to water service being disconnected due to nonpayment, a courtesy notification door hanger may be left at the service location indicating the account is past due and that payment must be received in Utilities the following business day. There will be a $10 fee added to the full amount of the delinquent bill when the courtesy notification is delivered. If a field technician is dispatched the following business day to disconnect service for nonpayment there will be a fee of $30, plus the amount of the delinquent bill, in order to have service restored.
To improve employee safety after normal business hours, we no longer accept payments or phone calls from customers after 5 p.m. to restore water service because of a delinquent payment. Once service is disconnected all payments must be paid at the Utilities building.
Disconnection and Restoration Process
Billing and Delinquency
Customers will receive bimonthly water and wastewater bills. Customers are allowed 25 days from the date of the bill to make payment.
Payments received after the 25th day are delinquent and a penalty of $1.50 or 5% of the unpaid balance, whichever is greater, will be added to the amount due on the account. Additionally, an interest charge of 1% of the delinquency will be added to all unpaid balances for every month that the bill is delinquent.
The disconnection process applies to both residential and non-residential properties, and is the same both for customers who are owners and for customers who are tenants.
Red Bills and Courtesy Notification of Disconnection
Utilities mails all delinquent customers a past due water/wastewater bill (known as a red bill) as a reminder that payment has not been received. This red bill identifies for the customer the past due amount and gives notice of the final due date for payment.
If the red bill for any utility charge remains delinquent beyond the final due contained in the red bill, Utilities will hand-deliver a courtesy notification tag (blue door hanger) approximately 25 days after the file due date to the delinquent customer’s residence or place of business prior to water service being disconnected.
The courtesy notification indicates that payment of the delinquent amount must be received the following business day in order to avoid disconnection. If the customer is home, the courtesy notification tag is left with the customer. If the customer is not home, a tag is left at the residence or place of business. There is a $10 fee added to the amount of the delinquent bill when the courtesy notification is delivered.
Disconnection of Service and Disconnection Fee
If the customer fails to comply with the courtesy notification to pay the delinquent amount (which includes the $10 courtesy notification fee), Utilities will issue a work order to have the customer’s water terminated. A service technician will disconnect service and deliver a disconnection notice tag (white door hanger) to the service address informing the customer that their water service has been disconnected due to nonpayment.
If service is disconnected, there will be an additional $20 disconnection fee added to the delinquent account before service is restored. Service will only be disconnected during normal business hours.
Restoration of Service
In order to have service restored, customers must make full payment of all delinquent amounts to the Utilities department. Service will not be restored until full payment of the delinquent account, including an additional $30 to cover the $10 courtesy notification fee and the $20 disconnection fee, has been received. Service will not be restored to a disconnected account except during normal business hours.
Third-Party Notification Program
Under the third-party notification program, a family member, friend, clergy member or appointed designee by the customer will automatically receive a copy of all past-due bills or disconnection notices. If you or someone you care about is interested in participating in the third-party notification program, please print and complete the third-party notification form (PDF) and mail to:
Chesterfield County Department of Utilities
P.O. Box 608
Chesterfield, VA 23832
For additional information, please contact 804-748-1291.