Customer Service Options

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.

If you need a copy of your most recent Utility bill, contact the Customer Service division at 757-664-6700.

  1. Payment Options
  2. Requesting New Service
  3. Bill Pay Assistance
Tap Fee Payment Option

Construction of a new tap connection. For assistance with Tap Fees, please email and a Utilities employee will contact you directly to process your payment or answer your questions.

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
  • In-Person - 810 Union St. Suite 101, Norfolk, VA, 23510 or 1434 Air Rail Ave., Virginia Beach, 23455
  • Mail - Send to HRUBS P. O.  Box 37097, Boone, IA 50037-0097. 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.
  • 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.