Utilities COVID-19 Information

Impact of COVID-19

The Chesterfield County Department of Utilities recognizes the impact that COVID-19 is having on our customers. This page includes important information regarding your water and wastewater service and the accommodations that we are providing during this time.

Water & Wastewater Disconnections Suspended

According to the Centers for Disease Control, handwashing is one of the best ways to protect yourself and your family from getting sick. To promote the safety and health of our customers, we want to ensure that each of you have access to clean, reliable water regardless of your current financial situation. At this time, all water and wastewater service disconnections have been suspended.  

Penalties & Interest

Chesterfield County Code Section 18-29 has been amended to reinstate penalties and interest on unpaid water and wastewater past-due balances beginning Tuesday, Sept. 1, 2020.

Assistance with Past-Due Water/Wastewater Bills

The State of Virginia is providing Chesterfield County Utilities a portion of its federal Coronavirus Relief Funds from the Coronavirus Aid, Relief, and Economic Security (CARES) Act to provide direct assistance to customers who may have a delinquent balance on their Chesterfield County utility water and wastewater account.  This assistance would be available for customers that experienced a financial hardship resulting directly or indirectly from the COVID-19 pandemic or has experienced a hardship to pay during the COVID-19 public health emergency.

For a customer to be considered for assistance, there needs to be at least a 30-day past-due balance on the account that would have occurred between the timeframe of March 1, 2020-Dec. 31, 2021, and may not be used for past-due amounts prior to this time period. Funds cannot be used for deposits, down payments, fees, late fees, interest or penalties. Also, the customer must certify that they have experienced a financial hardship resulting directly or indirectly from the COVID-19 public health emergency or that they have experienced a hardship to pay during the COVID-19 public health emergency prior to receiving direct assistance. You can apply online or if you need assistance in applying, email our customer service section for assistance and leave your name, address and phone number for us to contact you. Or call 804-748-1291

Information regarding Repayment Plans (PDF) also is available.

Utilities Customer Service Center is Open

The Chesterfield County Department of Utilities’ first-floor customer service center is open with regular business hours. Services will 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 844-449-7664.

Health & Safety Guidelines

Customer seating will not be available in the customer service center. 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.

Six-foot social distancing will be maintained, and all customers must wear a facial covering while in the buildings in accordance with state and county requirements. Due to limited availability, we are not able to provide facial coverings so please bring your own

The Department of Risk Management and the Department of General Services have worked with the department to implement best public health practices outlined by the Centers for Disease Control and Prevention (CDC), the Virginia Department of Health (VDH), the Occupational Safety and Health Administration (OSHA) and Gov. Northam’s Guidelines for All Business Sectors. This includes:

  • Establishing policies and practices for physical distancing between co-workers and between members of the public.
  • Installing signage and floor markings to remind personnel of new health and safety procedures, including a need for a minimum of 6 feet of physical distancing in areas where individuals may congregate, especially at entrances, in seating areas and in check-out lines.
  • Limiting the occupancy of physical spaces to ensure that adequate physical distancing can be maintained at all times.
  • Implementing enhanced and frequent cleaning and disinfection of frequently-touched surfaces.
  • Establishing designated work entrances to buildings to control pedestrian flow, maintaining spatial distancing and reducing employee and citizen person-to-person physical contact.
  • Requiring facial coverings to be worn by all personnel in the public spaces of the building. Members of the public are required to wear facial coverings inside a public building as required by the Governor’s Executive Order 63.
  • Requiring employees to certify that they will perform a self-assessment of their health and exposure status, including monitoring their symptoms and checking their temperature at the beginning of each day before coming to work. If they present any symptoms or feel ill, they are not to come to work.

 Payment Options

  • Please contact us at 804-748-1291 during business hours if you have any questions. Payments can be made over the phone at 844-449-7664 and online
  • Please register in our Customer Portal to help you manage your water and wastewater account, set up AutoPay (automatic payments), or receive email notifications instead of paper bills.

We encourage our customers to sign up for electronic bills and using electronic methods for payments.

Protecting Customers & Employees

If we need to come to your home or business regarding your water or wastewater service, our employees will be practicing social distancing and will minimize contact with customers. They may be wearing gloves, personal protective equipment and/or face masks. They can always be identified by a Chesterfield County identification badge or Chesterfield County vehicle.

Please do not hesitate to contact us with any questions. 

Providing you safe, reliable water and wastewater service is our priority today and in the future.