Norfolk Water Utility 2026: Bill Pay, Login & Phone

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Norfolk VA • HRUBS • HRSD My Account • 757-664-6700 • 24-hour water / sewer emergency

Norfolk Water Utility Help Desk for Bills, Login, Service and Water Problems

Use this guide to pay a City of Norfolk water utility bill, log in to the HRSD My Account portal, call the right phone number, start or stop service, understand Norfolk and HRSD bill lines, check FY2027 water and sewer rates, request leak adjustment review, handle disconnection risk, and report water main breaks, sewer backups or backflow emergencies.

Pay / Login HRSD My Account Call Customer Service Phone Pay: 888-430-4385 Emergency: 757-823-1000

Start Here: Pick the Exact Norfolk Utility Task

Customer service757-664-6700
Phone payment888-430-4385
Emergency757-823-1000
Lobby810 Union St. #101
Searcher intent
Best official route
Have ready
Do not miss
Pay online / log in
HRSD My Account portal.
10-digit HRUBS / HRSD account number, last name or account details, email and payment method.
Norfolk water, wastewater collection and HRSD treatment may appear on the combined HRUBS bill.
Make a one-time payment
Use the HRSD My Account portal or the IVR phone payment line.
HRUBS account number and card/bank details.
Save the confirmation number, especially if service is already off or close to termination.
Pay by phone
1-888-430-4385.
HRUBS account number and payment method.
Norfolk pages say you can use checking/savings, debit/ATM card, Visa, MasterCard or Discover.
Pay in person
Norfolk Utilities Customer Service Lobby, 810 Union St., Suite 101.
Bill/account number and cash, check or money order.
Lobby hours are Monday-Friday, 8 AM-4:30 PM.
Use drop box
Drop box “fire hydrants” outside City facilities.
Check or money order only; include payment stub/account number.
No cash. Payments before noon on a business day post that day; after noon post next business day.
Mail payment
HRUBS P.O. Box 37097, Boone, IA 50037-0097.
Check or money order, payment stub and account number on payment.
Mail is not the safest option if water service is at risk.
Start water service
Water Service Request page → Start Water Service.
All prior Norfolk accounts paid, valid ID, lease or proof of ownership, SSN details and contact info.
No same-day service; allow up to 48 business hours for setup. A $20 activation fee appears on first monthly bill.
Water main break / sewer backup
757-823-1000, 24 hours a day.
Exact address, cross street, whether it is water or sewage, and safety risk.
Use the emergency number, not routine bill email, for active water/sewer emergencies.

Norfolk bill warning: a Norfolk customer may see City water, City wastewater collection, HRSD wastewater treatment, HRSD/HRUBS billing details, taxes, trash-related items, and a separate stormwater bill or stormwater account. Compare the exact line item before assuming the water meter is the only cause of a high bill.

Official Norfolk Utilities Contact Box

💳

Water Accounts Customer Service

Phone: 757-664-6700

Email: UTWAINQ@norfolk.gov

Phone hours: Monday-Friday, 7:30 AM-5:00 PM, excluding holidays.

Use for: bills, meter readings, service start/stop, leak adjustment, payment arrangement and account questions.

🏢

Customer Lobby

Norfolk Utilities Customer Service Lobby
810 Union St., Suite 101
Norfolk, VA 23510

Lobby hours: Monday-Friday, 8:00 AM-4:30 PM, excluding holidays.

Fax: 757-664-6375.

🚨

24-Hour Emergency

Water/sewer main breaks and backflow emergencies:
757-823-1000

Backflow email:
UTBackFlow@norfolk.gov

Call immediately for active water main breaks, sewer backups, backflow events or major water/wastewater field problems.

Scam warning: Norfolk Utilities says official utility email comes from a Norfolk.gov address and that no deposit is required to activate water service. If someone demands a deposit or urgent payment through an unfamiliar link, do not click or reply; call 757-664-6700 yourself.

Pay Bill and Login: HRSD My Account / HRUBS

Online portal

Use HRSD My Account to register, view the bill, make a one-time payment, manage AutoPay and update payment preferences.

Phone payment

Call 1-888-430-4385 and have the HRSD/HRUBS account number ready.

Combined bill

Norfolk customers often use HRUBS, which combines local water utility and HRSD billing elements.

Service at risk?

If service is off or in jeopardy, call Norfolk Customer Service with the payment confirmation number.

Payment route
Official detail
Best for
Practical warning
HRSD My Account online
Online payments are directed to HRSD’s My Account customer portal.
Registered online users, one-time payment, AutoPay and bill history.
If the portal account or 2-factor contact is outdated, contact HRSD/Norfolk before the due date.
Phone payment
Dial 1-888-430-4385 and use checking/savings, debit/ATM card, Visa, MasterCard or Discover.
Customers who cannot access the portal or need a confirmation number quickly.
Write down confirmation number before ending the call.
In-person Norfolk lobby
810 Union St., Suite 101; cash, checks and money orders accepted.
Account help and direct payment window.
Use lobby for account questions, not just payment, when there is a reading or shutoff issue.
In-person HRSD Customer Care
1434 Air Rail Avenue, Virginia Beach, VA 23471; phone 757-460-2261.
HRSD/HRUBS payment and HRSD charge questions.
Useful when the problem is treatment charge, HRSD portal or payment-location issue.
Drop box
Fire-hydrant drop boxes outside City facilities; checks and money orders only.
After-hours non-cash payment.
Before noon business day posts same day; after noon posts next business day.
Mail
HRUBS P.O. Box 37097, Boone, IA 50037-0097.
Normal payment with enough mailing time.
No cash; include payment stub and write account number on check/money order.
Payment arrangement
Customer Service can consider arrangements case-by-case.
Customers with hardship or a larger-than-normal bill.
Call 757-664-6700 before disconnection timing becomes urgent.

Official payment links:

HRSD My Account Portal Norfolk Bill Payment Options HRSD Customer Service Pay in Person Phone Payment
Payment-posting script: “My HRUBS account number is [10 digits], and my Norfolk service address is [address]. I paid [$amount] by [HRSD portal/phone/lobby/drop box/mail] on [date/time]. Confirmation number is [number]. Can you confirm whether it posted and whether water service is still at risk?”

Start, Transfer or Stop Norfolk Water Service

Start water service

  • Open the Water Service Request page and select Start Water Service.
  • All previous Norfolk water accounts in your name must be paid in full.
  • Have a valid government-issued ID.
  • Renters need valid lease agreement; homeowners may need proof of ownership for recent purchases.
  • Allow up to 48 business hours; same-day service is not available.

Transfer service

  • The existing account must be current.
  • Arrears must be paid before transfer.
  • Prepare proof of ownership or lease.
  • Prepare SSNs, IDs, two contact numbers, billing address, dates of birth and employment details for responsible parties.
  • Confirm the transfer date before moving.

Stop service

  • Use Stop Water Service from the Water Service Request page.
  • Allow up to 48 business hours for service termination.
  • Same-day termination is not available.
  • Have 10-digit HRSD account number, forwarding address and primary account holder SSN.
  • Save confirmation until final billing is resolved.

Activation-fee note: Norfolk lists a $20 activation fee that appears on the first monthly bill for a newly activated account. Norfolk also says a deposit is not required to activate water service, which is important for spotting scams.

Water Service Request Start Water Application Stop Water Application Email Customer Service Call 757-664-6700

FY2027 Norfolk Water, Wastewater Collection and HRSD Treatment Rates

Norfolk’s rate page labels these as FY2027 rates, effective July 1, 2026 through June 30, 2027. One CCF equals 100 cubic feet, or 748 gallons. A high water meter reading can affect both the Norfolk water fee and sewer-related charges.

Water

$6.74 per CCF for Norfolk residential and business water customers.

Wastewater collection

$5.89 per CCF for Norfolk wastewater collection.

HRSD treatment

$9.84 per CCF, with minimum charge of $0.45 per day.

Stormwater

Separate stormwater fee uses an ERU model; residential properties are generally charged 1 ERU.

Bill line
FY2027 amount / rule
Who to contact
What it means
Norfolk water fee
$6.74 per CCF
Norfolk Utilities Customer Service, 757-664-6700.
Covers water treatment, operations and water infrastructure.
Norfolk wastewater collection fee
$5.89 per CCF
Norfolk Utilities Customer Service.
Covers sewer lines carrying wastewater to HRSD for treatment.
HRSD wastewater treatment fee
$9.84 per CCF; minimum $0.45 per day.
HRSD, 757-460-2491 / HRSD Customer Care.
Covers wastewater treatment and HRSD facilities/infrastructure.
1 CCF conversion
748 gallons
Use for usage math.
Multiply CCF by 748 to estimate gallons.
Stormwater fee
Effective rate page lists 1 ERU at $0.469/day or $14.07/month for a 30-day month.
Norfolk Cares / Public Works.
Funds stormwater runoff, flooding reduction and stormwater infrastructure.
Residential stormwater
Each residential property is charged 1 ERU.
Norfolk Cares, 757-664-6510.
Usually separate from the water/sewer HRUBS payment flow.
High usage impact
Water consumption can drive water and sewer-related line items.
Norfolk Utilities / HRSD depending on line.
A leak can create both water and sewer billing questions.

High-bill math tip: 10 CCF equals 7,480 gallons. At FY2027 published rates, those 10 CCF can touch multiple lines: Norfolk water, Norfolk wastewater collection, and HRSD wastewater treatment. That is why even a small leak can feel much larger on a combined utility bill.

Water & Sewer Rates HRSD Customer Page Stormwater Fees Ask Norfolk Billing

Disconnection Policy, Restoration and Bill Pay Assistance

Reminder notice

Reminder notices may be mailed as early as 5 days after the bill due date.

Delinquent notice

Delinquent notices may be mailed as early as 30 days after the bill due date.

60-day risk

Customers are subject to water service disconnection 60 days after the bill due date.

H2O assistance

H2O Help to Others can provide one-time assistance for eligible customers in family crisis.

Situation
Official rule / clue
Best action
Payment is late
Reminder notice can be generated as early as 5 days after due date.
Check HRSD portal and call if you need arrangement.
Account is seriously past due
Delinquent notice can be generated as early as 30 days after bill due date.
Call 757-664-6700 before reaching the 60-day risk window.
60 days after due date
Customers are subject to water service disconnection.
Pay and call with confirmation if service is in jeopardy.
Extreme weather / certain days
Norfolk says customers will not be scheduled for disconnection during extreme weather events, Fridays, weekends, state holidays or day immediately before state holiday.
Do not rely on timing; contact Customer Service early.
Payment made before restoration
Norfolk says it will make every effort to restore same day if payments are made before 2 PM; reconnection may take up to 24 hours.
Call with confirmation number after payment.
Financial hardship
Flexible payment options may be discussed with Customer Service.
Call 757-664-6700 Monday-Friday, 7:30 AM-5 PM.
H2O Help to Others
One-time assistance may help residents in danger of losing water service due to crisis.
Use ShareH2O / Hampton Roads PDC route and call to see if eligible.
Past-due script: “My HRUBS account is [10 digits]. I received a reminder/delinquent notice dated [date]. I can pay [$amount] today. What exact balance is required to stop disconnection or restore service, and should I call back with the confirmation number after payment?”
Disconnection Policy Bill Pay Assistance H2O Help to Others Call Customer Service

High Bill, Meter Reading, Leak Review and Payment Arrangement

Billing period check

Norfolk says it strives for a typical 28-36 day billing period, but weather, holidays and staffing can extend periods slightly.

Manual meter reads

Norfolk says its meter-reading vendor manually reads about 70,000 meters monthly.

Meter verification

Customer Service can send a mechanic to verify the meter is working, being read correctly, and that no leak exists on the city-owned portion.

Leak adjustment

Leak adjustment requests should be submitted within 12 months of the high-consumption event and require repair documentation.

High-bill clue
What to check
Next action
Billing period is longer
Compare service days on this bill to prior bill.
Ask whether extended billing period explains part of the increase.
Usage looks high
Toilets, faucets, water heater, irrigation, crawlspace, hose bibs, humidifier, whole-house softener.
Repair quickly and save invoice or receipt.
Meter reading concern
Check current meter reading if safe and accessible.
Email UTWAINQ@norfolk.gov or call 757-664-6700.
City-side leak concern
Leak appears near meter/street side, meter box or public line.
Call 757-823-1000 for active issue or 757-664-6700 for billing review.
Private leak repaired
Plumber invoice, sales receipt for repair supplies, or self-repair statement with repair date and description.
Submit leak adjustment request within 12 months.
Adjustment timeline
Norfolk says relief appears as an adjustment credit within 1-2 billing cycles if approved; staff may take up to 60 days to verify repairs and normal usage.
Continue paying average utility bill while review is pending.
Adjustment limit
Leak adjustments considered for maximum two billing periods within a rolling 12 months.
Do not delay repair hoping multiple high bills will be covered.
Excluded causes
Seasonal watering, sod, gardening, pool filling, vehicle washing, theft, vandalism, construction damage, meter tampering and normal historical usage may be excluded.
Read policy before assuming a credit will apply.
High-bill script: “My HRUBS account is [10 digits]. My usage increased from [old CCF] to [new CCF]. I checked toilets, irrigation, water heater, hose bibs, crawlspace and meter area. Can Norfolk verify the reading and city-owned portion, and can I submit repair documentation for leak adjustment review?”
Question About My Bill Leak Adjustment Request Leak Detection Resources Email Reading Inquiry

Water Quality, Free Testing, Lead Service Line Map and PFAS / Backflow Questions

Water quality reports

Norfolk posts annual Consumer Confidence Reports and quarterly plant analysis reports for Moore’s Bridges and Kristen M. Lentz plants.

Free testing

Norfolk water chemists offer free water-quality testing for Norfolk water customers. Call the lab at 757-441-5678.

Lead service lines

Norfolk maintains a service-line inventory and has a Lead Service Line Replacement program to remove lead service lines.

Water-quality topic
Official Norfolk guidance
Best action
Annual drinking-water report
Norfolk says its Consumer Confidence Reports contain compounds found in drinking water.
Open the latest Water Quality Report before quoting test results.
East side / Virginia Beach supply
Moore’s Bridges quarterly reports cover east side of Norfolk and Virginia Beach.
Use correct plant report for address area.
West side / Naval Base supply
Kristen M. Lentz / 37th Street quarterly reports cover west side of Norfolk and Norfolk Naval Base.
Use correct plant report for address area.
Water test needed
Norfolk offers free water-quality testing for Norfolk water customers.
Call Water Quality Lab at 757-441-5678.
Backflow prevention
Norfolk recommends a Hose Connection Vacuum Breaker for outdoor hose connections and lists Cross Connections help.
Call 757-441-5678 extensions 262 or 274 for cross-connection questions.
FOG / sewer backup prevention
Fats, oils and grease can solidify in sanitary sewer and cause backups/overflows.
Keep grease out of drains and report sewer backup quickly.
Lead service line inventory
EPA rules require public and private service-line material inventory; Norfolk provides a map and self-reporting route.
Look up your address and submit material information if unknown.
Lead replacement
Norfolk says the first phase of Lead Service Line Replacement construction begins in 2026 and replacement work is coordinated by Norfolk Utilities at no cost to residents.
If contacted, follow authorization and scheduling instructions.
Water Quality Reports Your Drinking Water Water Testing Service Line Inventory Map Lead Replacement Program

Norfolk Water, HRSD, Stormwater, Trash or Another Provider?

Provider check before paying: use this guide for City of Norfolk / HRUBS water and sewer billing. Norfolk-area searches can also show HRSD, Norfolk stormwater, trash/recycling, Hampton Roads Sanitation District, Virginia Beach, Chesapeake, Newport News Waterworks, apartment utility billing companies, or Norfolk, Nebraska.

Bill/provider clue
Why it matters
What to do
Bill says HRUBS / HRSD / Norfolk water
Likely combined bill with local water and HRSD treatment.
Use HRSD My Account, Norfolk Customer Service and HRSD billing routes.
Line says HRSD wastewater treatment
HRSD charge is different from Norfolk wastewater collection fee.
Contact HRSD for treatment-charge questions and Norfolk for local collection/meter issues.
Separate stormwater account
Stormwater uses ERU / impervious-area model and can be billed separately.
Contact Norfolk Cares / Public Works for stormwater fee questions.
Apartment utility bill
Tenant may be billed by landlord or third-party utility billing, not directly by HRUBS.
Ask for actual utility bill support, billing period and allocation method.
New tap / construction payment
Tap fee payment is handled through Utilities engineering contact, not ordinary HRUBS payment.
Email utengtech@norfolk.gov for tap fee assistance.
Norfolk, NE utility search result
Norfolk, Nebraska uses a different payment system and phone number.
Confirm the bill says Norfolk, Virginia before using this page.

Before You Call Norfolk Utilities: Prepare These Details

Call reason
Prepare first
Ask this exact question
Payment not showing
10-digit HRUBS account number, payment route, amount, date/time and confirmation number.
“Has this payment posted, and is service still in jeopardy?”
Online portal problem
HRUBS account number, last name/account name, email, phone, 2-factor issue and error message.
“Do I need HRSD portal support or Norfolk account support for this issue?”
Start service
ID, lease/proof of ownership, SSN details, contact numbers and move-in date.
“Is any required document missing, and when will the 48-business-hour setup complete?”
Stop service
10-digit HRSD account number, forwarding address and primary account holder SSN.
“Can you confirm termination request and final bill handling?”
Transfer service
Current account status, arrears payment, lease/ownership proof, new address and date.
“Is the existing account current enough to transfer?”
High bill
Current/prior CCF, billing days, meter reading if safe, leak checks and repair proof.
“Can Norfolk verify the meter reading and city-owned portion, and can I request leak adjustment?”
Water/sewer emergency
Exact address, cross street, issue type, whether active, safety risk and photos if safe.
“Can this be dispatched as a water/sewer main break or backflow emergency?”
Lead/service line
Service address, inventory map status, private-side material if known.
“What should I submit if my service line material is unknown?”

Norfolk Utilities Map, Payment Address and Emergency Routes

Place / route
Address / phone
Use for
Norfolk Utilities Customer Service Lobby
810 Union St., Suite 101, Norfolk, VA 23510
757-664-6700
Billing, service start/stop, account questions, meter reading questions, payment arrangements and in-person payment.
Customer service email
UTWAINQ@norfolk.gov
Billing, reading inquiries, repair-invoice submission and non-emergency account issues.
Fax
757-664-6375
Documents if Customer Service asks for faxed paperwork.
HRSD Customer Care Center
1434 Air Rail Avenue, Virginia Beach, VA 23471
757-460-2261
HRSD/HRUBS payment, HRSD charge questions and in-person HRSD support.
Payment mail
HRUBS P.O. Box 37097, Boone, IA 50037-0097
Mail check or money order with payment stub and account number.
Online payment
myaccount.hrsd.com
Portal payment, one-time payment, registration and account management.
Phone payment
1-888-430-4385
IVR payment using HRUBS account number.
24-hour emergency
757-823-1000
Water and sewer main breaks, sewer backups, backflow emergencies and urgent field reports.
Water Quality Lab
757-441-5678
Free water-quality testing for Norfolk water customers and drinking-water questions.

Norfolk Water Utility FAQ

How do I pay my Norfolk water utility bill online?

Use the HRSD My Account portal at myaccount.hrsd.com. Norfolk’s payment page directs online payments to HRSD’s customer portal for HRUBS bills. You can register, make a one-time payment, manage AutoPay and keep confirmation details.

What is the Norfolk water bill phone number?

For Norfolk Water Accounts Customer Service, call 757-664-6700. For phone payment, call 1-888-430-4385 and have your HRUBS account number ready. For water or sewer emergencies, call 757-823-1000.

Where can I pay my Norfolk utility bill in person?

You can pay at the Norfolk Utilities Customer Service Lobby at 810 Union St., Suite 101, Norfolk, VA 23510. Lobby hours are Monday-Friday, 8 AM-4:30 PM. HRSD also has a Customer Care Center at 1434 Air Rail Avenue, Virginia Beach, VA 23471.

Where do I mail a Norfolk HRUBS payment?

Mail checks or money orders to HRUBS P.O. Box 37097, Boone, IA 50037-0097. Do not send cash. Include the payment stub and write the account number on the check or money order.

How do I start Norfolk water service?

Use the Water Service Request page and select Start Water Service. All prior Norfolk water accounts in your name must be paid, and you need valid ID plus lease or proof of ownership. Same-day service is not available, and a $20 activation fee appears on the first monthly bill.

How do I stop Norfolk water service?

Use the Water Service Request page and select Stop Water Service. Allow up to 48 business hours for water service termination. You need the 10-digit HRSD account number, forwarding address and SSN of the primary account holder.

What are Norfolk water and sewer rates for 2026?

Norfolk labels the current rates as FY2027, effective July 1, 2026 through June 30, 2027. Water is $6.74 per CCF, Norfolk wastewater collection is $5.89 per CCF, and HRSD wastewater treatment is $9.84 per CCF with a minimum charge of $0.45 per day.

When can Norfolk disconnect water service for nonpayment?

Norfolk says customers are subject to water service disconnection 60 days after the bill due date. Reminder notices may be generated as early as 5 days after the due date, and delinquent notices may be generated as early as 30 days after the due date.

Does Norfolk offer leak adjustments?

Yes, but only under policy conditions. Customers must locate and repair the leak, submit documentation such as a plumber invoice, repair supply receipt or self-repair statement, and request review within 12 months of the high-consumption event. Norfolk may consider up to two billing periods within a rolling 12 months.

Who do I call for a Norfolk water main break or sewer backup?

Call 757-823-1000 for water and sewer main breaks, sewer backups, backflow emergencies and urgent water/wastewater field problems. Use 757-664-6700 for billing and account questions.

30-Second Norfolk Water Utility Checklist

Pay online: HRSD My Account → HRUBS account number → payment → save confirmation.

Phone payment: call 1-888-430-4385 with your HRUBS account number.

Customer service: call 757-664-6700 or email UTWAINQ@norfolk.gov for billing, reading, service and account help.

Visit: Norfolk Utilities Customer Service Lobby, 810 Union St., Suite 101, Monday-Friday 8 AM-4:30 PM.

Mail: HRUBS P.O. Box 37097, Boone, IA 50037-0097.

Start service: no same-day service; allow up to 48 business hours; $20 activation fee appears on first bill; no deposit is required.

Emergency: call 757-823-1000 for water/sewer main breaks, backflow emergencies or active sewer backup.

Water Bill Payment, Leak & Utility Help Toolkit

Use this free helper to find the official water bill portal, avoid unsafe payment pages, handle late bills, troubleshoot high usage, prepare start/stop service documents, and contact the utility office with the right details.

Find official payment pages safely
Prepare before late fees or shutoff
Check high bill and leak causes
Useful on every city water guide

Official Water Bill Portal Finder

Enter your city, state, and utility name. This tool creates safe search shortcuts for the official bill pay portal, customer service page, outage line, and start/stop service page.

Safety tip: Use the official city, county, or utility website when paying a water bill. Do not enter card or bank details on a page that only looks like a payment portal but does not clearly identify the official utility.

Safe Water Bill Payment Checklist

Before paying online, use this checklist to reduce the risk of wrong payment, duplicate payment, missed receipt, or third-party confusion.

Important: Some official utilities use third-party processors. That can be normal, but the payment processor should be linked from the official utility website and show clear fee/payment details.

Late Bill, Shutoff Notice & Reconnection Action Plan

Select your situation and get practical next steps. This helps users act quickly without guessing.

Do not wait: If you received a shutoff notice, online payment alone may not stop disconnection. Call the utility billing office and save your confirmation number.

High Water Bill & Leak Troubleshooter

A high bill can be caused by leaks, irrigation, estimated readings, seasonal use, or account/meter issues. Choose the closest problem below.

Quick leak test Turn off all water, then check whether the meter still moves.
Toilet check Put food coloring in tank. If color reaches bowl without flushing, there may be a leak.
Ask utility Request usage history, meter reread, leak adjustment policy, and payment arrangement options.

Start, Stop or Transfer Water Service Checklist

Moving in or out? Choose your situation and prepare the details most utilities commonly request.

Your preparation checklist

Move-out tip: Ask for a final meter read, final bill date, refund/deposit process, and confirmation number when stopping service.

Payment Assistance & Arrangement Finder

If you cannot pay the full water bill, this guide helps you decide what to ask before disconnection or extra fees.

Helpful document list: Keep your account number, photo ID, service address, bill copy, shutoff notice, income proof if needed, repair receipt if leak-related, and payment confirmation numbers.

Water Department Call Script Generator

Generate a clear call or email script before contacting the utility billing office.

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