Richmond VA > Public Utilities > Frequently Asked Questions

Natural gas smells like rotten eggs. If you think you smell natural gas, leave the area immediately and call 911. For more information, visit the Natural Gas Safety page.

Why has my January and/or February payment not posted to my account yet?

If you pay by check using POB 26060, Richmond, VA, your check payment may be delayed due to a recent change with our processing vendor. We appreciate your patience and are working to resolve the matter quickly and efficiently. In the spirit of delivering good customer service, DPU is waiving all associated late fees and suspending all disconnection notices through March 2020. Once your unposted payment becomes posted, your account balance will be updated and payment arrangements can be re-established, if needed. If you have initiated a stop payment with your bank or need additional information, please email us>

Where do I mail my payments?

Mail payments to city of Richmond Department of Public Utilities, P.O. Box 26060, Richmond, VA 23274-0001.

You can also drop your payment envelope, unstamped, into the Utility Payment drop box at the following locations:

  • East End District Office, 701 N. 25th St.
  • Southside District, 4100 Hull Street Road
  • City Hall on 10th Street between Marshall and Broad streets
  • Some bank branches of Premiere Bank and Wells Fargo also accept payments.

Payments mailed or made at locations other than City Hall may take at least five days to post to your account. Payments made at locations other than City Hall must be paid in full.

If my utility service is off and I pay my bill, when can I get my service restored?

Normally service is restored the next day after your payment has posted. However, you may have the service turned back on the same day for an additional $35 if there is an opening in the schedule. Call (804)646-4646 to set up your service request.

Are there any heating assistance programs for those in need?

A fuel assistance program, Low Income Heating Energy Assistance, is administered by the Department of Social Services, (804)646-7046. Many organizations such as the United Way, Catholic Charities, the Salvation Army, area churches, or Dominion Virginia Power's Energy Share program may have fuel assistance programs.

Can I enroll in the equal monthly payment plan if my account balance is not current?

No, your account must be current.

I'm a senior (or disabled) citizen. Are there any programs to help me reduce my utility bill?

The Tax Relief for the Elderly and Disabled program is administered by the city's Finance Department and if you are eligible for this program, you will be exempt from solid waste and recycling fees on your utility bill. For more information, call (804)646-5700 and press 3.


What is RVA One designed to do?

RVA One tracks non-emergency citizen inquiries, correspondences, and online services.

What types of requests can I submit using RVA One?

The entire list can be viewed in the drop down menu on the RVA One 'Contact Us' form.

What are the benefits of RVA One?

The following benefits are anticipated:

  • Increase in "first call" problem resolution
  • Faster response to service requests
  • Reductions in the number of less complex service requests submitted through call centers

Can I make payments using RVA One?

RVA One merely tracks service requests. Payments made for utility bills, taxes, and for other services, should be done as normal. Please visit

Will RVA One replace See Click Fix?

RVA One is a separate tracking system.

Please continue to use See Click Fix to log issues related to the following services:

  • Non-Functioning Street Lights
  • Non-Functioning Traffic Lights
  • Abandoned Vehicles
  • Trash Bulk
  • Overgrown Lots
  • Illegal Dumping
  • Open and Vacant Properties
  • Potholes

RVA Impact Map displays projects (i.e. gas, water, paving, etc.), events (i.e. parades, races, block parties, etc.) and right of way impacts (i.e. detours, partial and full lane closures, barricades, parking restrictions, etc.) as an interactive map for informational and navigational purposes. Data displayed is refreshed as changes are made.

Contact Information:

Public Utilities
City of Richmond
900 E. Broad St.,
Room 115
Richmond, VA
23219 USA
Map It
Phone: (804)646-4646
Interested in learning about how our award winning water is treated and transported to your home or how the water that leaves your home is treated and placed back into the James River? Request a tour of our Water Treatment Plant or Wastewater Treatment Plant. Click here to fill out the form.

This is a print version of the webpage. The navigation of the site has been removed through the print css. If you require a printout of the page as it looks in your browser, please use screen capture.