City of Norfolk Water Bill: Pay Online, HRUBS Phone Number, Start Service, Emergency Help and Leak Adjustment
Norfolk utility customers often need more than one link: HRSD/HRUBS online payment, the Norfolk Water Accounts customer service number, the 24/7 water and sewer emergency number, start/transfer/terminate service forms, bill assistance, rates and high-bill leak review.
This guide keeps the official City of Norfolk and HRSD payment routes in one practical page, with clear steps for bills, service changes, emergencies, HRSD charges and payment arrangements.
Pay online
Use HRSD My Account for online Norfolk/HRUBS utility bill payment and account payment tools.
Billing support
Call 757-664-6700 or email utwainq@norfolk.gov for account, payment, bill copy and billing questions.
Emergency
Call 757-823-1000 for water and sewer emergencies. Norfolk says live operators are available 24/7.
Bill help
H2O-Help to Others may provide one-time financial assistance for eligible crisis situations.
Main Official Norfolk Water Bill Links
How to Pay Your City of Norfolk Water Bill Online, by Phone, Mail, Drop Box or In Person
Norfolk utility payment is connected with HRSD/HRUBS. Use the official City of Norfolk payment page or HRSD My Account portal so your payment goes to the correct account.
| Payment route | Official detail | Practical customer step |
|---|---|---|
| Online payment | Online payments can be made at HRSD’s My Account customer portal. | Open HRSD My Account, enter account information and save the confirmation number. |
| Phone payment | Dial 1-888-430-4385 to pay with checking/savings, debit/ATM card, Visa, MasterCard or Discover. | Have your HRUBS account ready and record the confirmation number. |
| Mail payment | Send payment to HRUBS, P.O. Box 37097, Boone, IA 50037-0097. | Include payment stub and account number on check/money order. Do not mail cash. |
| Drop box | Drop box “fire hydrants” accept checks and money orders only. No cash. | Payments before noon on a business day post that day; after noon posts next business day. |
| In person | Norfolk Utilities Customer Service Lobby accepts cash, checks and money orders at payment windows. | Visit 810 Union Street, Suite 101, Monday–Friday, 8:00 AM to 4:30 PM. |
Norfolk Water Service: Start, Assume, Transfer or Terminate an Account
Norfolk provides official service forms for starting water service, assuming an existing account, transferring service and terminating water service. Missing or altered documents can delay approval.
| Service need | Official requirement | What to prepare |
|---|---|---|
| Start new service | Previous Norfolk Water Utilities accounts in your name must be paid in full. | Government ID, lease or proof of ownership, contact numbers and billing address. |
| Residential renter | Renters must provide lease authorizing water service and ID details for adult renters. | Lease, adult IDs, Social Security numbers, dates of birth and employment details. |
| Homeowner | Homeowners may need proof of ownership if city real estate records are not updated. | Government ID, proof of ownership, contact numbers and mailing address. |
| Transfer service | Existing account must be current; arrears must be paid before transfer. | Lease/proof of ownership, ID, account details and new service location. |
| Activation fee | A $20 activation fee is assessed on the first monthly billing statement for a newly activated account. | Expect this charge on the first bill. |
Norfolk Water and Sewer Emergency Number: Call 757-823-1000
Use 757-823-1000 for urgent water and wastewater problems. Norfolk says live operators are available 24 hours a day, 365 days a year, and utilities repair teams are on call 24/7.
| Problem | Call this route | What to say |
|---|---|---|
| Water main break or water leak | 757-823-1000 | Give exact location, nearest address, cross street, visible flow and property/traffic impact. |
| Low water pressure or rusty water | 757-823-1000 | Mention when it started, whether neighbors are affected and which fixtures show the issue. |
| Cannot flush toilets | 757-823-1000 | Explain if wastewater is backing up and whether cleanout box or street is affected. |
| Gray water or odor in street | 757-823-1000 | Describe odor, water location, pavement condition and whether there is a cave-in. |
| Normal billing question | 757-664-6700 | Use customer service, not emergency dispatch, for account/bill/payment questions. |
Question About Your Norfolk Water Bill: High Usage, Meter Check, Leak Adjustment and Payment Arrangement
If your Norfolk utility bill looks wrong, first check the billing period and usage. Norfolk says a typical billing period is 28–36 days, but weather, holidays and staffing shortages may cause slight increases.
| Bill issue | Official guidance | Practical action |
|---|---|---|
| High usage or unusual reading | Contact Customer Service by email or phone for reading concerns. | Email utwainq@norfolk.gov or call 757-664-6700 with account number and service address. |
| Possible city-side leak or meter problem | Norfolk may send a mechanic to verify meter operation, reading and leaks on city-owned portion. | Ask for a meter/read verification if you think the bill is incorrect. |
| Private leak repaired | If increased usage is due to a leak, submit repair invoices for account review. | Email repair invoices to utwainq@norfolk.gov and keep photos/receipts. |
| Past due or current balance problem | Payment arrangements are made case by case. | Call 757-664-6700 or email utwainq@norfolk.gov before the account reaches shutoff risk. |
| Need latest bill copy | Contact Customer Service for a copy of your most recent utility bill. | Call 757-664-6700 and verify account identity. |
Norfolk Water, Sewer and HRSD Charges: What Customers Should Know
A Norfolk utility bill can include more than one type of charge. The city’s wastewater collection fee is different from the HRSD wastewater treatment fee, so call the correct agency when asking about a specific line item.
Norfolk water / account questions
Call 757-664-6700 for Norfolk Department of Utilities charges, account support and billing questions.
Wastewater collection fee
Norfolk says the wastewater collection fee is based on water consumption and supports sewer lines that transport wastewater to HRSD.
HRSD treatment fee
The HRSD wastewater treatment fee covers wastewater treatment and related infrastructure. For HRSD treatment-fee questions, call 757-460-2491.
Norfolk Water Bill Assistance: H2O-Help to Others and Payment Options
If your bill is past due or you are worried about losing residential water service, do not wait. Norfolk says customers can call 757-664-6700 to discuss payment options on past due and current balances.
H2O-Help to Others
Through H2O, eligible families or individuals in danger of losing residential water service because of a family crisis may receive one-time financial assistance for local public utility and/or HRSD bills.
Payment arrangements
Norfolk says payment arrangements are handled case by case. Call Customer Service at 757-664-6700 or email utwainq@norfolk.gov before the account becomes urgent.
Norfolk Water Bill Phone Number, Email, Office Address and Map
Use the correct contact based on whether your need is billing, emergency repair, HRSD treatment fee or in-person payment.
Norfolk Water Accounts Customer Service
Phone: 757-664-6700
Email: utwainq@norfolk.gov
Address: 810 Union Street, Suite 101, Norfolk, VA 23510
Lobby hours: Monday–Friday, 8:00 AM to 4:30 PM
Emergency and HRSD contacts
Water/sewer emergency: 757-823-1000
Phone payment: 1-888-430-4385
HRSD treatment fee: 757-460-2491
HRSD in-person: 1434 Air Rail Avenue, Virginia Beach, VA 23455
Map shows Norfolk Utilities Customer Service Lobby at 810 Union Street, Suite 101, Norfolk, VA 23510. For emergency water/sewer repair, call 757-823-1000 instead of visiting the lobby.
Common Norfolk Water Bill Mistakes That Cause Delays
Most Norfolk utility delays happen when customers use the wrong phone number, pay late through the wrong channel, miss HRSD line items or wait too long to request help.
| Mistake | Why it creates trouble | Better action |
|---|---|---|
| Paying online but not saving confirmation | If service is off or near interruption, you need confirmation to stop termination or restore service. | Record the confirmation number and call 757-664-6700 if urgent. |
| Putting cash in a drop box | Norfolk says drop boxes accept checks and money orders only, no cash. | Use check/money order with account number, or pay in person/online. |
| Calling billing for emergency leak | Water and sewer emergencies need 24/7 repair routing. | Call 757-823-1000 for water main breaks, leaks, sewer problems and low pressure. |
| Ignoring HRSD fee | HRSD wastewater treatment fee is separate from some city charges. | Call HRSD at 757-460-2491 for HRSD treatment-fee questions. |
| Starting service without documents | Norfolk cannot establish service if required documents are missing, altered or incomplete. | Prepare ID, lease/proof of ownership, account clearance and business documents if applicable. |
City of Norfolk Water Bill FAQs
These answers cover common searches about Norfolk water bill payment, HRUBS, customer service, emergency reporting, start service, high bills, HRSD charges and payment assistance.
QHow do I pay my City of Norfolk water bill online?
Use the City of Norfolk Billing and Payments page and open HRSD My Account. Online payments can be made through the HRSD My Account customer portal.
QWhat is the Norfolk water bill customer service phone number?
Call Norfolk Water Accounts Customer Service at 757-664-6700 for billing, account, payment, service, duplicate bill and payment arrangement questions.
QWhat is the Norfolk water and sewer emergency number?
Call 757-823-1000 for water and sewer emergencies. Norfolk says live operators are available 24 hours a day, 365 days a year.
QHow do I pay a Norfolk utility bill by phone?
Dial 1-888-430-4385. You can pay using checking, savings, debit/ATM card, Visa, MasterCard or Discover. Have your HRUBS account ready and record the confirmation number.
QWhere can I pay my Norfolk water bill in person?
Use the Norfolk Utilities Customer Service Lobby at 810 Union Street, Suite 101, Norfolk, VA 23510. The City lists lobby hours as Monday through Friday, 8:00 AM to 4:30 PM.
QWhere do I mail a Norfolk utility bill payment?
Mail checks or money orders to HRUBS, P.O. Box 37097, Boone, IA 50037-0097. Include your payment stub and write your account number on the check or money order. Do not send cash.
QDoes Norfolk have utility bill drop boxes?
Yes. Norfolk says convenient drop box “fire hydrants” are located outside city facilities. Only checks and money orders are accepted. No cash.
QWhat if my Norfolk water service has been turned off?
If service has been turned off or is in jeopardy of interruption, the account holder should call Customer Service at 757-664-6700 with the payment confirmation number to stop termination or restore service.
QHow do I start water service in Norfolk?
Use the Norfolk Services page or start service form. You may need valid government ID, lease or proof of ownership, and any previous Norfolk Water Utilities accounts in your name must be paid in full.
QDoes Norfolk charge an activation fee for new water service?
Yes. Norfolk says a $20 activation fee will be assessed on the first monthly billing statement of each newly activated account.
QCan Norfolk help with payment arrangements?
Yes. Norfolk says payment arrangements can be made case by case. Call Customer Service at 757-664-6700 or email utwainq@norfolk.gov for more information.
QDoes Norfolk offer water bill assistance?
Yes. H2O-Help to Others may provide one-time financial assistance for eligible families or individuals in danger of losing residential water service because of a family crisis.
QWhat should I do if my Norfolk water bill is too high?
Check the billing period, compare usage, look for leaks and call 757-664-6700 or email utwainq@norfolk.gov. If increased usage was due to a repaired leak, submit repair invoices so the account may be reviewed for adjustment.
QWhat is HRSD on my Norfolk bill?
HRSD is the Hampton Roads Sanitation District. Norfolk says the HRSD wastewater treatment fee covers wastewater treatment and maintaining related facilities and infrastructure. For HRSD treatment-fee questions, call 757-460-2491.
QIs Water-Department.org the official City of Norfolk website?
No. This is an independent guide. Official payments, account decisions, service requests, assistance and emergency reporting must be handled through the City of Norfolk, HRSD/HRUBS and official Norfolk Utilities resources.
Official Sources for City of Norfolk Water Bill Customers
Use these official resources for final confirmation before paying, calling, starting service, requesting an adjustment, checking rates or reporting a water/sewer emergency.
| Official source | Use it for | Open |
|---|---|---|
| Billing and Payments | Online, phone, mail, drop box, in-person payments, HRUBS payment, H2O assistance and customer service guidance. | Open Billing and Payments |
| HRSD My Account | Online utility bill payment and HRUBS account payment tools. | Open HRSD My Account |
| Contact Us | 757-664-6700 customer service, utwainq@norfolk.gov, emergency routing and utility department contacts. | Open Contact Us |
| Report a Problem | Water and sewer emergencies, water main breaks, leaks, low pressure, rusty water, odors and wastewater issues. | Open Report a Problem |
| Services | Start service, assume existing account, transfer service, terminate service and required documentation. | Open Services |
| Bill Pay Assistance | H2O-Help to Others and payment-options guidance for customers struggling with bills. | Open Bill Pay Assistance |
| Question About My Bill | High-bill concerns, meter verification, leak repair invoice review and payment arrangements. | Open bill help |
| Water & Sewer Rates | Wastewater collection fee, HRSD wastewater treatment fee, CCF/gallon conversion and rate questions. | Open rates |
| Pay in Person | Payment window address, accepted payment types and lobby hours. | Open in-person payment |
Pay Smarter, Check High Bills, Start Service, Avoid Shutoff and Find Official Water Department Links
Use this free tool before paying a water bill, setting up autopay, starting or stopping service, checking a high bill, requesting leak help, or looking for the official water department portal. It gives practical next steps without collecting your account number or personal details.
What water bill or service problem do you need to solve?
Choose your situation. The tool will suggest the safest next step, what to prepare, and which official page to check first.
Start from the official water department, city, county or utility website before entering account details. Avoid random payment ads and look-alike bill pay sites.
Before paying a very unusual bill, check meter reads, toilet leaks, irrigation use, estimated bills, late fees, and whether your utility offers a leak adjustment.
Water Bill Payment Route Helper
Choose how you want to pay. The tool will tell you what to prepare and the safest payment path.
High Water Bill Checker
Compare your normal bill with the new bill and get a practical investigation path before calling customer service.
Leak Check and Adjustment Checklist
Use this before requesting a leak adjustment, disputing a bill, or calling the water department about high usage.
Start, Stop or Transfer Water Service Helper
Use this before moving, opening a new account, closing an old account, or transferring service to another address.
Past Due, Shutoff and Reconnection Helper
Use this if your account is late, disconnected, at risk of shutoff, or you need a payment plan or assistance program.
Simple Water Usage Cost Estimator
Estimate a rough bill from base charge, usage units, rate per unit, sewer charge, stormwater fee and service fees. Official tiered rates may be different.
Official Water Department Resource Finder
Enter city/utility and state to create safe searches for the official water bill portal, phone number, outage page, assistance, start service, leak adjustment, and Water-Department.org guide.
Water Department vs Payment Processor
- Water department: account help, service start/stop, leaks, repairs, shutoff, assistance.
- Payment processor: card/eCheck payment screen, payment fee, confirmation number, posting time.
Best sitewide placement
Add this tool after the main payment section or before FAQs. It helps users solve the next problem after reading the article.
Important safety note
This tool gives educational guidance only. Always confirm payment portals, phone numbers, account balance, assistance rules and reconnection steps with the official water department or utility.