Utility Rate Increases

Posted on October 4, 2023 by Scott Guirlinger

The Department of Utilities has seen a recent increase in customer questions and concerns related to their HRUBS bills. The following provides some background and plans to address customer questions moving forward.

Background:

  • Rates for all City of Norfolk services on the combined utility bill, including water and wastewater, went through a regular annual increase in July (www.norfolk.gov/utrates).
  • HRSD similarly increased their rates as part of their annual schedule (https://www.hrsd.com/sites/default/files/assets/Documents/pdfs/finance/RateSchedule/HRSD-FY2024RateSchedule.pdf).
  • In the same month, we experienced inclement weather events and meter reader staffing shortages from our vendor, both resulting in longer billing periods (some as long as a 48-day cycle). This staffing shortage also impacted the neighboring cities of Virginia Beach and Suffolk.
  • Historically, water usage is higher in the summer months (i.e., lawn watering, washing cars, pools, etc.)

Way Ahead:

  • The Utilities meter reading contractor is working to stabilize the work force and get back to the normal billing schedule. Utilities staff is in communication with the contractor daily on these efforts.  In an effort to communicate with our customers, Utilities posted an advisory explaining this to the webpage www.norfolk.gov/5191/Question-About-My-Billon Friday, September 23rd.
  • The Utilities Department is working with Communications to share this information on social media and the information will also be shared with our customers on upcoming HRUBS bills. Customers can reach out to utilities customer service at (757) 664-6700 for more information, or they can visit www.norfolk.gov/5191/Question-About-My-Bill.
  • In the long term, the Department of Utilities is improving operational efficiency, resiliency, and customer service through an Advanced Metering Infrastructure (AMI) project for water meters. AMI enables the application of technologies, such as advanced meters and other sensors, to enable improved flow of information between customers and the City of Norfolk and to provide customers and the utility with data on water usage. With AMI, customers can better manage water usage and protect against high bills. The AMI project is funded in the CIP from FY24 – FY27.

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