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Waterworks - Billing/Account Information

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1. How can I sign up for direct debit (water bill payment deducted directly from my bank/credit union account)?

For your convenience, you can arrange to have your utility bills paid automatically by choosing the recurring payment option in Waterworks’ Online Account Management System. With recurring payments, you select your payment method—credit card, debit card, or direct from your bank account—as well as the payment date and amount. On the date you’ve specified, your payment will be made automatically.

2. Can I view my account online?

Yes. All you need to do is go to our web site and sign up for an online account. You will be able to view your bill, check your balance, verify your payment was received, and much more.

3. Who can give our business permission to use water from a fire hydrant?

Fire hydrants are the property of Newport News Waterworks. All usage is controlled by them. Contact them at 757-926-1000.

4. Where can I pay my HRSD (Hampton Roads Sanitation District) bill?

There are several places you can pay your HRSD bill. Click on the link below to see the various ways you can pay your bill, including online and at Newport News Waterworks two walk-in service centers.

www.hrsd.com/paymentlocations.htm

5. I have a pool. Can I get a discount on my water?

Newport News Waterworks does not give any discounts for people with pools. However, the water used to fill residential swimming pools doesn't enter the sanitary sewer, so it isn't treated. Therefore, HRSD provides the following options for those with swimming pools:

Single family residential customers using a significant amount of water that is not discharged into the sanitary sewer system (typically irrigation systems or swimming pools) can establish a non-metered account with HRSD.

Alternatively, these customers may have a separate water service installed by their local water provider solely for the uses that do not discharge to the sanitary sewer. This separate service will not be billed wastewater treatment charges by HRSD. Other local water charges may apply. Customers should check with their local water provider for details (Waterworks number is 757-926-1000. To reach HRSD, call 757-460-2491 or 1-888-ASK-HRUBS 1-888-275-4782 or
e-mail: customerinquiry@hrsd.com.

6. How can I find out if my water tap fee has been paid?

You will need to contact Newport News Waterworks to find out if your water tap fee has been paid. Their customer service number is 757-926-1000.

7. My water bill is UNUSUALLY high. Is there anything I can do about it?

There could be several reasons for an unusually high water bill. Here are some things to check:
1. Do you have a leak? Check indoor and outdoor faucets, toilets, pipes under sinks and check your yard between the meter and the house. Leaks are the NUMBER 1 reason for unexpected high water bills. Find out how to check for and fix leaks at Ask HR GREEN.

2. Have you increased your usage (outdoor watering, house guests, filled the swimming pool or hot tub, power washed the house)?

3. Have the water rates increased and you were caught unaware?

4. Was your meter misread? Give us a call 757-926-1000 and we’ll recheck the reading.

8. Do you accept credit card payments?

YES! Not only can you use your credit card in person at our walk-in customer service locations (at City Center Oyster Point and the Treasurer’s Office annex at Newport News City Hall) you can also pay by credit card using our automated PHONE SERVICE! Dial 757-926-1000 and press 2 to make a payment. Please note: VISA, MasterCard, American Express and Discover cards are accepted online or in person. Only VISA, MasterCard and Discover are accepted over the phone.

9. Is there an additional fee to pay my water bill with a credit card?

No. There are no additional fees or charges for using a credit or debit card to pay your water bill.

10. I cannot make a payment by the due date. Can I get a payment extension?

You may qualify for a payment extension if your account is in good standing (no past due amounts, no frequent late payments, etc.). If so, you can set your own payment extension by using our automated phone system, just call 757-926-1000 and press 1. Just follow the prompts. Or press 4 and speak with a Customer Service Representative during business hours.

11. Do you offer budget billing?

We do. Budget billing is a convenient plan that lets you even out your payments across the year, saving you from unpredictable changes in your water bill. Please note: new customers may not qualify for budget billing because we need 12 billing cycles (1 full year for residential customers) to determine an appropriate water history. To sign up, call a Customer Service at 757-926-1000 and press 4 to speak to a representative or stop by our walk-in service center at City Center Oyster Point (700 Town Center Drive, 1st floor).

12. How often do I get a Waterworks bill?

Beginning July 1, 2018, all Waterworks customers (residential and commercial) will be billed monthly.

13. My payment is due today and it is after business hours. How can I pay my bill on time?

If you have a valid credit card (VISA, Discover, MasterCard) you can make your payment very easily over the phone. Have you Waterworks account number handy. Call 757-926-1000 and press 2.

14. Where can I pay my water bill?

Bills can be paid at City Center or in the Treasurer's Office in downtown Newport News, at City Hall, 2400 Washington Avenue. Different hours of operation at the Treasurer’s Office: 8am to 4pm.

15. I need to fill my swimming pool/hot tub. Can I get a price break on my water?

No, sorry. In fact, the more you use, the more your water rate may go up. You can, however, get a price break on your HRSD bill since the water is not going down the sanitary sewer. You can choose one of HRSD’s two options: become a flat-rate customer or have a separate water line brought into your property for the sole use of outside water use such as lawn watering, pool filling and car washing. For more information, visit the HRSD website.

16. Where can I get a backflow report?

Please use the Backflow Test Form or call the Cross-Connection Control & Backflow Prevention Office at 234-4888.

17. If my business only uses water that does not go into the sewer system, can the sewer system fee be eliminated or reduced on my water bill?

Your option is to have a separate water service installed by Newport News Waterworks for water not discharged to the sanitary sewer. Check with Waterworks 757-926-1000 for details.

18. I’d like to go paperless. Is there a way to stop getting a paper bill and get a bill emailed to me?

YES! Sign up for an online account and follow the instructions to receive an eBill. It’s fast, it’s simple and it’s the green thing to do.