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Outside of school funding: We’ve recently replaced our utilities’ billing system, which had been in place for nearly 40 years. While this new system will ultimately give customers a better experience and more accurate billing, the transition hasn't been as smooth as it should have been.
I know this has been frustrating. Some of you have received bills that didn't look right, and others have had to wait too long to get answers. I'm sorry for that.
Here's what I want you to know: we are committed to getting every bill right and making sure this new system works the way it's supposed to.
If you think there's an issue with your bill, please call DPU at 804-646-4646. Our team will work with you to resolve it, and we'll make sure you're not overcharged because of system issues.
We're also making improvements right now. We've added 15 new customer service representatives to help reduce wait times for residents calling with questions or concerns, and we're already seeing those wait times come down. We're continuing to verify system updates and to make adjustments so that everything works as intended.
Looking ahead, another component of this new system will allow customers to see their water usage and meter readings directly, ensuring people are billed for what they actually use. Having this information readily available will help alert customers and DPU staff of any meter-reading issues.
We still have work to do, but we're making progress every day. My commitment is simple: we'll keep improving the system, keep communicating with you, and keep working until we get it right.
Resources for DPU billing
- If you think there's an issue with your bill, please call DPU at 804-646-4646.
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FAQs related to the account updates and delayed payment processing.
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Archive of previous bill inserts with information about the back-office system change and utility rate updates.
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