The Ultimate Guide to Paying Your Richmond Utilities Bill (2025 Update)

Have you ever found yourself scrambling to pay your utility bill at the last minute? Or maybe you’re new to Richmond and trying to figure out how this whole utilities payment thing works? Well you’re in luck because I’m about to break down everything you need to know about paying your Richmond utilities bill in 2025!

As someone who’s lived in Richmond for years, I’ve tried pretty much every payment method available. Some are definitely more convenient than others! This guide covers both Richmond, Virginia (DPU) and Richmond, Kentucky utilities, so no matter which Richmond you call home, I’ve got you covered.

Richmond, Virginia DPU Payment Options

The Department of Public Utilities (DPU) in Richmond, Virginia bills customers monthly for water, wastewater, stormwater and natural gas usage. They’ve recently made some exciting changes to their payment system that you should know about!

No More Convenience Fees!

First, some awesome news – effective June 30, 2025, DPU eliminated the convenience fee when paying your utility bill online! This is a huge win for all of us who prefer the convenience of digital payments.

MyHQ – The New Customer Portal

DPU has introduced MyHQ as their convenient option for customers to receive and pay utility bills. All customers are encouraged to enroll to ensure safer delivery of bills and payments.

Features of MyHQ include:

• Notification of current bill
• Ability to view current and historical bills (up to 36 months)
• ACH payments
• Auto pay setup
• Make payments up to $100,000

By enrolling in MyHQ, you’ll be automatically enrolled to receive electronic bills. This is definitely my preferred method – no more paper bills cluttering up my counter!

PromisePay Payment Plans

If you’re struggling to pay your bill in full, DPU has partnered with PromisePay to provide flexible payment options. However, there are some important changes coming on September 1, 2025:

• New PromisePay plans established on or after September 1, 2025, will be eligible for repayment terms of up to 12 months (reduced from current 36 months)
• Customers with existing payment plans established before September 1, 2025 can keep their existing repayment terms
• Customers in good standing will have one opportunity to add an additional balance to their current PromisePay Payment Plan balance

If you need a longer repayment term for a significant past due balance, you should take advantage before September 1st! Residential and commercial customers with a past due balance may enroll at Richmond.promise-pay.com.

Online Bill Pay with EZ-PAY

DPU accepts EZ-PAY, which is super easy to use. All you need is your account number and the zip code of your billing address. EZ-PAY accepts:

• Debit cards
• Visa, MasterCard, and Discover (up to $1,000 per transaction)
• Checking, Savings, and Money Market accounts (up to $100,000)

To pay online, just visit the EZ-PAY portal. Can’t find your account number? DPU offers an Account Look-up Tool at https://v51.ez-pay.io/Validate.aspx?billerid=Ze09usab3d.

Automatic Utility Payment Plan

If you’re like me and constantly forgetting when bills are due, this option is a lifesaver! DPU can automatically deduct your monthly bill from your checking account on the due date. To sign up

1. Call (804) 646-4646 to request an application
2. Return the completed application with a voided check
3. DPU will set up the service with your bank at no charge

Pay By Phone

You can pay by phone in two ways:

1. Call the customer service center at (804) 646-4646 during business hours (Monday-Friday, 8am-5pm)
2. Use the 24/7 self-service option at the same number – just press Option 2

In-Person Payment Options

For those who prefer paying in person, you can visit:

• City Hall Finance Office (Room 102, 900 E. Broad St.) – Open Monday-Friday, 8am-5pm
• City Hall Drop Box (10th Street side) – Checks and money orders only
• East District Center Drop Box – Checks and money orders only
• Southside Community Service Center (4100 Hull St.) – Open Monday-Friday, 8am-5pm

Pay By Mail

You can always mail your payment to:

City of RichmondDepartment of Public UtilitiesP.O. Box 70621Philadelphia, PA 19176-0621

Make checks payable to: City of Richmond Department of Public Utilities

Richmond, Kentucky Utilities Payment Options

If you’re in Richmond, Kentucky, your options are a bit different but equally convenient!

Online Bill Pay with No Transaction Fee

Richmond Utilities in Kentucky offers online bill payment with NO transaction fee! Simply visit their secure payment portal at https://richmondutilities.com/pages/main/pay-bill-online.php.

Pay By Phone (IVR)

You can pay your Richmond Kentucky utility bill by phone with no transaction fee. Just dial the toll-free number, 1-877-209-8211, and follow the directions. You’ll need your account number from your RU Billing Statement.

Quick Pay Online

This option allows you to pay your bill quickly without viewing account history. Just select “Quick Pay” on the “Pay Bill Online” screen and enter your account information.

Assistance Programs for Richmond, Virginia Residents

If you’re having trouble paying your utility bills, DPU offers several assistance programs:

Equal Monthly Payment Plan (EMPP)

This plan spreads your annual gas bill over 12 months, making it easier to budget. The estimated monthly payment is based on the previous year’s natural gas usage, and accounts are reviewed annually in August.

MetroCare Heat Program

This program assists families and individuals experiencing hardships with their heating bills. If your income falls below Federal Poverty Guidelines, you’re unemployed, or facing a family crisis, you can apply through Capital Area Partnership Uplifting People (CAPUP) at 1021 Oliver Hill Way or call (804) 788-0050.

The maximum assistance amount is $500.

MetroCare Water Program

Similar to the Heat Program, this assists eligible DPU customers with water utility bills and conservation efforts. Approved applicants could receive credit adjustments toward billed water and wastewater charges or assistance with plumbing repairs.

To apply, make an appointment with one of these intake agencies:

• Capital Area Partnership Uplifting People (CAPUP): 710 Dawn Street, (804) 788-0050
• Area Congregations Together in Service (ACTS): 1518 Willow Lawn Drive Suite 301, (804) 644-2401

The maximum amount of assistance is $500.

MetroCare Water Conservation Program

This program provides financial assistance to eligible homeowner customers for plumbing repairs and replacement of water-inefficient appliances. DPU partners with project:HOMES (88 Carnation Street, Richmond, VA 23225) who will perform an audit of eligible homeowners.

Senior Assistance Programs

The Department of Public Utilities offers several programs for seniors’ primary residences including:

• Winter Service Assurance – Any shut-off orders between Dec. 1 and March 31 are suspended
• No senior late fees
• Security deposit waiver for transferring and restoring services
• Weatherization kits available each fall
• Third Party Notification option

United Healthcare UCards (NEW!)

United Healthcare UCard members may be eligible to use their UCard to pay their DPU utility bill depending on their plan. Customers must contact member services using the number on the back of their UCard to determine eligibility.

Tips for Managing Your Utility Bills

After years of paying utility bills (sometimes on time, sometimes… not so much), I’ve gathered some tips that might help you:

1. Set up auto-pay – This has been a game-changer for me. No more forgetting due dates!

2. Check for leaks – A small water leak can cost you big money over time. Check faucets, toilets, and outdoor spigots regularly.

3. Budget for seasonal changes – Utility bills can fluctuate dramatically between seasons. The Equal Monthly Payment Plan can help with this.

4. Keep your account number handy – You’ll need it for almost any payment method. I keep mine in my password manager.

5. Don’t wait until the last minute – If you’re paying online or by mail, remember that it can take several days for the payment to process. DPU recommends making payments at least 4 business days before the due date.

6. Use MyHQ or the Richmond Kentucky online portal – These systems let you track your usage over time, which can help you identify ways to save.

7. Ask for help before you fall behind – Both utility systems offer assistance programs, but they’re easier to access before you’re facing disconnection.

Common Questions About Richmond Utility Bill Payments

“I forgot my account number. What should I do?”

Both utility systems offer account lookup tools. For Richmond Virginia DPU, use their Account Look-up Tool online. For Richmond Kentucky, check your most recent bill or call customer service.

“When is my payment considered ‘on time’?”

It’s the day your payment is received, not the day instructions are sent, that determines if your bill was paid on time. DPU recommends making payments at least 4 business days before the actual due date.

“What happens if I overpay?”

For Richmond Virginia DPU, if you overpay, you may not be entitled to a refund. If a refund is allowed, it will be processed to the same payment account that the payment came from. For ACH refunds, they won’t be processed until at least 10 business days after DPU receives the request.

“What if I can’t pay my entire bill?”

Both utilities offer payment plans. Richmond Virginia DPU’s PromisePay system lets you set up flexible payment arrangements online. Richmond Kentucky customers should contact customer service directly to discuss options.

Final Thoughts

Paying utility bills isn’t the most exciting part of adult life (is it ever?), but it doesn’t have to be a hassle. Both Richmond, Virginia and Richmond, Kentucky offer multiple convenient ways to pay your utility bills.

My personal recommendation? Set up automatic payments if you can. It’s saved me from late fees more times than I can count! If that’s not an option for you, consider using the online payment portals – they’re secure, convenient, and (at least for now) free of transaction fees.

If you’re struggling to pay your bills, don’t ignore the problem! Reach out to your utility provider or one of the assistance programs listed above. They’re there to help, and it’s much easier to get assistance before you’re facing service disconnection.

This information is current as of October 2025. Payment options and fees may change, so always check with your utility provider for the most up-to-date information.