Frequently Asked Questions


How often are water and sewer bills issued?
Water and sewer bills are issued bi-monthly.

How are water and sewer bills calculated?
Water and sewer bills are based on usage measured in 1,000 gallon increments. View our billing rates here:

Residential Rates

Commercial Rates

Can I view my water and sewer bills online?
By registering for online account access, you can view your transaction history, service order history, payment arrangement history, make payments, enroll in AutoPay and sign up for email notification.

Who can I contact to set up, transfer or turn off my water and sewer service?
Call Customer Service at 804-365-6024.

How can I request a credit if there has been a water leak in my home?
To be considered for a leak credit, complete a our online leak report
and submit to Public Utilities Customer Service.

How can I find out what the flushing signs mean in my neighborhood?
A flushing sign means our crews will be cleaning the water lines in the area. The sign includes the dates we will be working in your neighborhood. Call Public Utilities at 804-365-6024 if you have questions.

How do I find out what a backflow preventer is and if I need one?
Backflow preventers are devices on your water line that prevent water from moving backwards, preventing possible contamination. It is required that each home has a vacuum breaker on each outdoor spigot. These are inexpensive to purchase and available at most hardware stores.

It is required that irrigation systems have a backflow preventer installed. These must be tested annually by a licensed backflow prevention tester. Most irrigation companies can provide this service.

How can I get a copy of my neighborhood’s annual water quality report?
Water quality reports tell you where your water comes from and what our tests show about its quality. They are updated once a year and are posted on the Public Utilities website here.

How can I pay my Utility bill?

- Online through your bank’s bill payment service. Payment can take up to five business days to process. There is no additional charge for making a payment this way.

- Automatic Withdrawal - Payment will be automatically withdrawn from your checking or savings account account every two months on your bill due date. There is no additional charge for making a payment this way.

- In Person - We are in the Administration Building located at 7516 County Complex Road, Hanover, VA 23069. Our office hours are 8:30 a.m. to 5 p.m., Monday through Friday. We accept checks, debit and/or credit cards. A convenience fee will be charged for using a credit card. There is no fee for using a debit card. We accept American Express, Discover, MasterCard, and VISA.

- Cash can only be accepted at the Treasurer's Office, located at Chenault-Weems Building, 7507 Library Drive, Hanover, VA 23069. The Treasurer's Office hours are 8:30 a.m. to 5 p.m., Monday through Friday.

- A drop box is located behind the Wickham Building. The Wickham Building's drop box is available 24 hours a day, seven days a week.

- Online Using a Credit Card - You do not have to register to make a one-time payment. You will be charged a convenience fee. Our Customer payment site accepts American Express, Discover, MasterCard, VISA.

- By Phone - Call 804-365-6024. Available 24 hours a day, seven days a week. You will be charged a convenience fee for using this option. You must have your account number to use this option. The phone system accepts accepts American Express, Discover, MasterCard, VISA.