Closing Your Account

It is the responsibility of the customer to call the Utilities department to close the account and get a final meter reading. The bill generated from this final reading will be marked final closing bill. The final bill will be deducted from the deposit (if any). 

Remaining Balances

If there is a balance left on any deposit after the final bill is deducted, it will be returned to the customer at the last known address on file for the customer. If there is a balance due on the account, the customer will be billed for the balance due. If a customer closes an account with a balance due and then seeks utility service at another location in the county, the balance due at the prior location will be transferred to the new service location. That new service will be subject to immediate disconnection.

Closing a Sewer-only Account

Sewer-only accounts (whether connected to the system or not) and water and sewer accounts (water connected and sewer not connected) cannot be closed until another person calls us for service and becomes responsible for the account that is to be closed.

Delinquency, Disconnection & Service Restoration

Billing & Delinquency

Customers will receive bi-monthly water and sewer bills. Customers are allowed 25 days from the date of the bill to make payment.

Delinquent Payments

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.

Red Bills

We will mail all delinquent customers a past due water / sewer bill (“Red Bill”) as a reminder that payment has not been received. This Red Bill identifies for the customer the past due amount.

Notice of Disconnection

The Red Bill also serves as a notice for delinquent accounts. In addition to providing the balance due, the Red Bill also gives notice of the final due date for payment.

Final Notice of Disconnection

If the Red Bill for any utility charge remains delinquent beyond the final due contained in the Red Bill, we will hand deliver a courtesy notification tag (blue door hanger) to the delinquent customer’s residence or place of business prior to water service being disconnected.

Courtesy Notification

The courtesy notification is delivered approximately 25 days after the final due date, giving delinquent customers additional time to pay their bill before service is 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.

Additional Fee

There is a $10 fee added to the amount of the delinquent bill when the courtesy notification is delivered.

Disconnection

If the customer fails to comply with the courtesy notification to pay the delinquent amount (which includes the $10 courtesy notification fee), we 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.

Disconnection Fee

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 the $10 courtesy notification and $20 disconnection fees, has been received. Service will not be restored to a disconnected account except during normal business hours.

Disconnection & Restoration of Commercial & Tenant Accounts

The disconnection process described above applies to both residential and commercial properties, and is the same both for customers who are owners and for customers who are tenants.

Problems with Service

If you have any problems with your water service, please check with a neighbor to see if they have the same problem. If you cannot locate the problem, you should contact the Billing and Customer Service at 804-748-1291 during normal business hours.

Emergencies After Business Hours

For emergencies only after business hours, please contact 804-744-1360.

Utility Systems Law

It is unlawful for any person to remove, tamper with, or damage any meter, meter box or other apparatus of equipment belonging to or used by the utilities department connection with its utility systems as defined in the county code and the code of Virginia.

Fees & Procedures

All fees and procedures are subject to change as established and set by the Board of Supervisors and the utilities director. The county does not guarantee either the continued or the uninterrupted use of the utility service for which you are applying.

Security Deposit

We require security deposits under certain conditions.

$200 Deposit

A $200 deposit is required from:

• All residential tenants
• All residential customers who have had delinquent, unpaid or written-off accounts with us
• All residential customers with an outstanding balance from a closed or terminated account
• A lien foreclosed property that requires service and customer requests the lien removed

$300 Deposit

A $300 deposit is required from:

• All business or commercial customers who are renting the property for which service is requested
• All business or commercial customers with an outstanding balance from a closed or terminated account
• All business or commercial customers who have had delinquent, unpaid, or written-off accounts
• A lien foreclosed property that requires service and customer requests the lien removed

Social Security Numbers

This application includes a request for you to provide us with your social security number. You are not, however, required to provide us with your social security number. If you do not do so, you will not be denied utility service. If you do not provide your social security number you will be required to provide us with two other forms of government identification, such as:

• Green card
• Passport
• T-number (number / card issued by the Internal Revenue Service for tax payment purposes)
• Valid, state-issued driver’s license
• Valid, state-issued identification card

Please Note

A credit card will not be accepted as a form of identification.