Account Management - Pay My Bill

Need help with your water bill?

The Low-Income Household Water Assistance Program (LIHWAP) helps Virginia residents pay past due water and wastewater bills.

About the Low Income Household Water Assistance Program (LIHWAP)

The Low-Income Household Water Assistance Program (LIHWAP) is a temporary program for low-income households to pay past-due water and wastewater bills.  LIHWAP funds will be available to eligible Virginia residents until funds are depleted on a first-come, first-served basis. 

The program is administered by the Virginia Department of Social Services (VDSS) in partnership with Promise. Promise is a modern technology solutions company that works with utilities and government agencies around the country to provide payment flexibility for households who are unable to pay their bills and streamlined relief distribution to those in need. 

Eligibility

Households eligible for LIHWAP assistance must have a past due water/wastewater balance and a gross household income below 150% of the federal poverty level based on household size (please see the Income Guidelines Table). Priority will be given to households whose water/wastewater has been disconnected or is at risk of disconnection.   

How to Apply

Eligible households may apply for LIHWAP relief.

Applicants not already enrolled in an income-based program (LIHEAP, SNAP/EBT, TANF, SSI and means-tested veteran programs) will be required to provide evidence of household income. 

For application assistance call Promise at 1-888-373-9908 between the hours of 7 a.m. to 7 p.m. Monday through Saturday. 

Chesterfield County Department of Utilities does not make approval decisions regarding LIHWAP applications. 

Pay My Bill Online

The Chesterfield County Utilities Customer Portal allows customers to either make a one-time payments without registering or register to view account information, set up AutoPay or receive paperless bills. Notifications for paperless customers will come from paymentus.com when bills are available for viewing.

Payment Methods

Chesterfield Utilities’ water and wastewater customers are billed bimonthly (every other month) and are due upon receipt. The following payment options are available without service fees. Changing your service when moving can typically be done within two business days.

  1. Customer Portal - Pay Online
  2. Direct Debit and Automatic Payments
  3. Drop Box
  4. Kiosk
  5. Mail
  6. Phone
  7. Utilities Office

Customer Portal

The customer portal is available to make payments online. Customers can make a payment without registering. Customers must register with their account/customer number and create a login and password to view account information.

Through the customer portal, customers can:

  • Choose paperless bills.
  • Make payments with electronic checks (eCheck) or credit cards without service fees.
  • Manage account information from multiple accounts.
  • Set-up automatic payments (AutoPay) with the option of specific frequencies, amounts and payment choices.
  • Technical support service is available 24/7 by calling  1-800-420-1663 for login assistance or password resets.

High Bills

If your water consumption appears to be higher than normal:

  • Check for leaks, especially in toilets, before calling Utilities.
  • Take into account the amount of time spent watering lawns or gardens, as this practice uses a significant amount of water. 

For information about high bills, view the High Usage and Leaks page or call 804-748-1291.

Delinquency, Disconnection and Service Restoration

Past Due Payments

Bills are considered delinquent if payment is not received by the past due after date. If an account remains unpaid after this date, a second notice is mailed and a penalty is assessed. Additionally, interest shall accrue monthly on all bills that are not paid by the past due after date. If the balance is still unpaid, the account may be disconnected and charged a re-connection fee. All outstanding charges, fees and assessments must be paid before service can be restored. For information about outstanding charges, call 804-748-1291.

Collections Program

The Code of the County of Chesterfield, Section 18-30, referring to termination of service for nonpayment of utility charges and security deposit, was revised July 1, 2016. In accordance with the code, if the bill for any utility charge remains delinquent for 60 days and the director has sent written notice to the consumer that service will be disconnected, the director shall disconnect utility service.

Prior to water service being disconnected due to nonpayment, a courtesy notification door hanger may be left at the service location indicating the account is past due and that payment must be received in Utilities the following business day. There will be a $10 fee added to the full amount of the delinquent bill when the courtesy notification is delivered. If a field technician is dispatched the following business day to disconnect service for nonpayment there will be a fee of $30, plus the amount of the delinquent bill, in order to have service restored.

To improve employee safety after normal business hours, we no longer accept payments or phone calls from customers after 5 p.m. to restore water service because of a delinquent payment. Once service is disconnected all payments must be paid at the Utilities building.

Disconnection and Restoration Process

  1. Billing and Delinquency
  2. Disconnection
  3. Restoration

Billing and Delinquency

Customers will receive bimonthly water and wastewater bills. Customers are allowed 25 days from the date of the bill to make payment.

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.

Third-Party Notification Program

Under the third-party notification program, a family member, friend, clergy member or appointed designee by the customer will automatically receive a copy of all past-due bills or disconnection notices. If you or someone you care about is interested in participating in the third-party notification program, please print and complete the third-party notification form (PDF) and mail to:

Chesterfield County Department of Utilities
P.O. Box 608
Chesterfield, VA 23832

For additional information, please contact 804-748-1291.