Question About My Bill

-ADVISORY-

Since the pandemic, our meter reading vendor, like many other service industries, has struggled to maintain staff. Frequent and unexpected resignations have impeded their ability to grow the team and stay on schedule. This summer’s excessive rainfall and unprecedented heat exacerbated the problem, resulting in longer billing periods, and increased billing charges. We recognize the problem and are researching alternate options that may prevent situations like this from occurring in the future. We regret any inconvenience this may cause our customers. We ask for your continued patience as we work with the vendor to get back ‘on track.’ 

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.