Richmond’s utility reset program ‘Back on Track with DPU’ aims to avoid service disruptions

RICHMOND, Va. (WRIC) -- The city of Richmond launched a utility reset program on Thursday designed to help avoid service disruptions and eliminate delinquent balances.

The city's Department of Public Works (DPU) officials announced the new program, "Back on Track with DPU," on Thursday, Feb. 5, which is designed to help residential and commercial customers resolve past-due utility balances, avoid service disruption and move forward with manageable payment options.

“Back on Track is an important campaign to help maintain and strengthen DPU’s financial health and long-term stability, both key factors in ensuring our ability to meet the needs of our customers and keep rates affordable," said Scott Morris, director of the DPU. "This campaign strikes a balance between fiscal responsibility and compassion for our community by offering customers a meaningful opportunity to resolve past-due utility balances."

The program allows eligible customers to bring delinquent accounts current or enroll in an interest-free, no-convenience-fee PromisePay payment plan, with repayment terms of up to 24 months, per a release.

As part of the city's new program, DPU has expanded its MetroCare Assistance Program, which offers financial assistance to qualified low-income households to help make water, wastewater and natural gas bills more affordable.

Per a release, eligible residential customers could receive:

• Up to $500 in credits toward water and wastewater bills
• Up to $500 in credits toward natural gas bills
• A Payment Plan Incentive Credit of up to $500 for customers who enroll in and successfully complete a DPU payment plan

City officials said customers are required to enroll in the program between now and March 31 in order to bring past-due balances into a new payment plan.

After that date, the payment plans will be limited to a maximum of 12 months, according to DPU.

To enroll in the program and set up a payment plan, customers can do so by clicking here or by calling PromisePay at 804-626-5420.

Accounts that remain delinquent after April 1 may be disconnected, starting in April.

DPU will host the following community events to offer customers 1-on-1 help with checking eligibility and signing up for a payment plans:

• From 9 a.m. to 1 p.m. on Saturday, Feb. 7, at Southside Community Services Center
• From 9 a.m. to 1 p.m. on Saturday, Feb. 21, at East District Initiative
• From 9 a.m. to 1 p.m. on Saturday, March 21, at John Marshall High School

For more information about the program, visit the city's website or call 804-646-4646.