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 use our new online form! You can also email us or call Customer Service 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 scheduled for the following business day. We do not offer same-day-service-requests. Needed documentation (such as POA, death certificates, deed of sale, etc.) must be received in advance for specific service requests. Norfolk Utilities cannot execute requests if 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

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

H2O-Help to Others Program Available to Assist with Water Utility Bill: 

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.

Visit Hampton Roads PDC Website

Pay in Person Locations

You may pay your utility bill in person at the following locations. Cash, checks, and money orders are accepted at the payment windows.

Norfolk Utilities Customer Service Lobby

Phone: 757-664-6700

Lobby Hours

Monday through Friday
8 a.m. to 4:30 p.m.

Hampton Roads Sanitation District (HRSD)

1434 Air Rail Avenue
Virginia Beach, VA 23471

Phone: 757-460-2261

Lobby Hours

Monday through Friday
8 a.m. to 4:30 p.m.

Credit Card Payments

You may pay with a major credit card by phone or online only.

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.

For online payments, go to HRSD’s My Account customer portal myaccount.hrsd.com.

By Phone

Dial 1-888-430-4385 to make a payment. You may use your checking or savings account; your debit or ATM card; or any Visa, MasterCard or Discover credit card. You will need your HRUBS account. Please be prepared to record confirmation number.

Online

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

Before you conclude your transaction, you will be given the total of your transaction and your confirmation number. Please keep your confirmation number for your records.

If you feel you have a large bill, there are steps we can take to help.

First, make sure you read your bill correctly. Visit our website for more information on how to read your bill. While we strive to maintain a typical billing period of 28-36 days, factors such as inclement weather, holidays and staffing shortages may cause these periods to increase slightly. Our meter reading vendor reads approximately 70,000 meters manually each monthly. If you have a concern or question regarding a reading, please don’t hesitate to contact us by email at utwainq@norfolk.gov or via phone at 757-664-6700. We will respond promptly to your needs.

If increased usage is due to leak, we urge customers to submit repair invoices to us via email at utwainq@norfolk.gov so that the account may be reviewed for an adjustment. 

Call us when you have questions. Our customer service center receives calls every day. We are transparent in our billing. If at any point a customer feels they’ve been billed incorrectly, they can call us at 757-664-6700. We will send a mechanic out to verify that the meter is working and being read correctly, and that there are no leaks on the city-owned portion of the water line. We will leave a door tag verifying the customer reading. 

The Utilities Public Information webpage offers resources for various topics such as leak detection, pipe winterization, and water line flushing. You can also submit a request for the Utilities Public Information Office to participate in your next event! 

We can make payment arrangements on a case by case basis. We try to work with customers as much as we can. Please contact Customer Service at 757-664-6700 or email utwainq@norfolk.gov for more information.