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Customer Service Options
While our customer service lobby remains closed, we are still available to serve you. Click-through the bill payment options tabs for resources.
Didn’t find what you need? You can reach an account representative at 757-664-6700. You may experience longer than usual wait times. If you don’t wish to hold, feel free to email your questions or requests to utwainq@norfolk.gov. We will respond to all inquiries within two business days.
To report a water main break or sewer backup, call 757-823-1000, 24 hours a day, 7 days a week.
Welcome to Norfolk! Thank you for your interest in submitting a request for water service with the Department of Utilities. You may request activation of new service if:
- All previous Norfolk Water Utilities accounts in your name have been paid in full
- You have a valid government-issued ID
- You have a valid lease (renters) or proof of ownership (homeowners)
- Commercial Customers have the Tax ID number of the business
To open a new account for water please email us or call our Customer Care Office at 757-664-6700 Monday through Friday (excluding holidays) between 7:30 a.m. to 5 p.m. We’re here to help!
Service requests received by 3 p.m. will be set up the following business day. Norfolk Utilities cannot establish service if the required documents are missing, altered or incomplete.
Activation Fee
A $20 activation fee will be assessed on the first monthly billing statement of each newly activated account.
Homeowners
Homeowners will be asked to provide:
- Social security number for each named owner
- Copy of government-issued ID(s)
- Proof of Ownership (if City’s real estate records do not reflect the current owner’s name)
- Two contact telephone numbers
- Mailing/billing address (if different from service address)
- Date(s) of birth for each owner
- Place of employment
Residential Renters
Residential renters will be asked to provide:
- Social security numbers for all adult renters
- Copy of each adult renter’s government ID(s)
- Lease authorizing you to establish water service
- Two contact telephone numbers
- Mailing/billing address (if different from service address)
- Date(s) of birth for all adult renters
- Place of employment for all adult renters
Business Owners
Business owners will be asked to provide:
- A written request on company letterhead or electronically from the company’s email exchange
- Tax ID of the business
- Point of Contact’s Name (POC)
- Contact telephone number
- Mailing/billing address (if different from service address)
Acceptable Forms of Identifications
The City of Norfolk accepts any of the following as forms of identification at the time of application for service:
- Valid driver’s license
- Military ID
- Social security card
- U.S. passport
- Birth certificate
- Permanent resident card
- Alien registration receipt card
- Unexpired foreign passport
Submit Documents
- Email as an attachment
- Fax to 757-664-6375
- Deliver in Person or Mail to Customer Care Office at 401 Monticello Avenue, Norfolk, VA. 23510
Assuming Existing Accounts
Assuming party agrees to pay arrears already assessed on account if applicable. Citizens will be asked to provide the following for each named party who will be assuming the account:
- Social security numbers for all responsible parties
- Copy of each adult’s government-issued ID(s)
- Authorizing documentation such as Power of Attorney (POA), death certificate, marriage certificate, etc.
- Two contact telephone numbers
- Mailing/bill address (if different from service address)
- Date(s) of birth
- Place of employment
Transferring Service Location
The existing account must be current. Arrears must be paid in advance of the transfer.
Those transferring service locations will be asked to provide:
- Proof of ownership or lease
- Social security numbers for all responsible parties
- Copy of each adult’s government-issued ID(s)
- Two contact telephone numbers
- Mailing/bill address (if different from service address)
- Date(s) of birth
- Place of employment
Construction of 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.
- 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.
- If you need a copy of your most recent utility bill, please contact the Customer Service Division at 757-664-6700.
- Need assistance with paying your bill? Please visit the Norfolk Emergency Utility (Water) Payment Program or ShareH2O.
- Please note that if your services have been turned off or are in jeopardy of being interrupted, the account holder needs to call customer service at 757-664-6700 with the confirmation number to stop the termination and/or restore service. @(Model.BulletStyle == CivicPlus.Entities.Modules.Layout.Enums.BulletStyle.Decimal ? "ol" : "ul")>
CARES Act Statewide Municipal Relief Program - Application period open.
Emergency Utility (Water) Payment Program
The City of Norfolk’s Emergency Utility Water Payment Program helps eligible residents avoid disruption of service.
Norfolk Department of Human Services will provide a one-time payment to help low-income households prevent the disconnection of water due to non-payment and to maintain a safe and healthy environment for Norfolk Households who meet eligibility requirements. Click here to learn more.
H2O-Help to Others Program Available to Assist with Water Utility Bills
Through H2O, families or individuals in danger of losing residential water service because of a family crisis can receive one-time financial assistance to pay their local public utility and/or HRSD bill. Click here to learn more.