Utilities

Amid ongoing concerns about COVID-19 and in support of Governor Northam’s stay at home direction, we have suspended phone calls and will assist you via email. Please contact our customer service agents via email at utwainq@norfolk.gov for essential service requests. Again, that email address is  utwainq@norfolk.gov.

Agents will make every effort to expedite essential requests as quickly as possible, please understand that our resources are limited and you may experience a delay.

Thank you for contacting us via email at utwainq@norfolk.gov. If you need to report a water main break or sewer backup, please call our emergency number at  823-1000. 

City of Norfolk Closes All City Facilities to the Public, including the Utilities Customer Service Lobby at 401 Monticello Ave. Scroll down to see the many other options for receiving customer service and bill pay.  

PaymentsCustomerService PNG

  1. Pay My Bill
  2. Report A Problem
  3. Where We're Working

Payment Options

Tap Fee Payment Option

Setting up a new tap connection. For assistance with tap fees, please email utengtech@norfolk.gov and a Utilities employee will contact you directly to process your payment or answer your questions.

Start or Stop Service
To begin receiving water service, or to turn off existing service, please call the Customer Service 757-664-6700 or email utwainq@norfolk.gov. Our customer service hours are 7:30 a.m. to 5 p.m. Monday through Friday, except holidays.

HRUBS Payment Options

  • Drop Box 

    Convenient drop box "fire hydrants" are located outside of City facilities . Only checks and money orders are accepted at the drop boxes. No cash please. All payments deposited at a drop box prior to noon on a business day will be posted that day. Payments deposited after noon will be posted the next business day. Click here for a complete listing of locations. 

  • Mail

    Send to HRUBS P. O. Box 71092 Charlotte, NC 28272-1092. Checks and money orders are accepted through the mail. No cash please. Be sure to include your payment stub and write your account number on your check or money order.

  • Online

    Go to the HRSD website and follow the instructions to enter payment information. You may register for frequent online payments or make a one-time payment.

  • Phone 

    Dial 1-844-257-6063 to make a payment. You may use a checking or savings account; debit or ATM card; or any Visa, MasterCard or Discover credit card. You will need your HRUBS account. Please be prepared to record the confirmation number.

  • Need assistance with paying your bill? Please visit the Norfolk Emergency Utility (Water) Payment Program or ShareH2O.