Customer Service Options

  1. Payment Options
  2. Requesting New Service
  3. Bill Pay Assistance
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.
  • 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.