Customer Service

The Customer Service Office serves the customers by reading meters, providing bills for services rendered, collecting revenue, and providing other customer-related services.

Mission

The mission of the Department of Portsmouth Public Utilities is to provide outstanding customer service and support to the citizens of Portsmouth.
 
Excellent customer service is more than being courteous to our customers. Exemplary Customer Service is at the core of our department - who we are, how we interact, and how we perform our duties make all the difference in maintaining customer satisfaction.
 
We want you to know that we are committed to the following:

  • Answering the phone and listening to your concerns and questions
  • Getting bills out on time without errors
  • Processing your payments timely and accurately
  1.  New Service
  2. Transferring Service
  3. Real Estate Management
  4. Additional Forms

Establishing New Service

The required documents can be submitted to us using any one of the following options:

  • Use the new online app.
  • In Person: City Hall, 801 Crawford ST, 2nd Floor, Portsmouth, VA 23704. Please bring hard copies of all documents.
  • By Mail: Mail all required documents together addressed to Portsmouth Public Utilities, 801 Crawford ST, 2nd Floor, Portsmouth, VA 23704
  • Night Depository Box: Drop off all required documents in the drop box next to City Hall on Columbia Street in the center of the median.

Only complete applications can be processed, and incomplete applications will be returned by mail.

Owners

  • All owners and co-owners must provide the required documents.
  • Must have finished closing on the property.
  • Must not have any outstanding balances with the City of Portsmouth
  • Valid unexpired photo ID
  • Proof of ownership (closing disclosure, settlement statement, land title, or deed)
    • For closing disclosures and settlement statements, the required pages are the first page showing the names of the buyer(s) and the seller(s), along with the purchasing date and the signature page where the buyer has signed.
    • For land titles/deeds, we would need all pages. Please make sure the Portsmouth Courts have recorded the information.
  • City of Portsmouth Utility Contract
  • If the property was purchased under a company name, we will also require the following:
    • The Articles of Incorporation or Organization
    • Federal Tax-ID or EIN documentation provided by the IRS.
  • Owners DO NOT pay a deposit.

Tenants

  • All tenants and co-tenants must provide the required documents. Only one deposit is required.
  • Must not have any outstanding balances with the City of Portsmouth
  •  Valid unexpired photo ID
  • A valid lease signed by all parties.
    • The required pages are the page showing who the owner and tenant are, the page showing the lease's commencement date and ending date, and the page with the signatures of the owner(s) and tenant(s).
  • City of Portsmouth Utility Contract
  • A deposit
    • $170 for residential properties
    • $300 for commercial properties
  • If the property was leased under a company name, we will also require the following:
    • The Articles of Incorporation or Organization
    • Federal Tax-ID or EIN documentation provided by the IRS.

If you are purchasing a property and need the water on before you settle, you must provide documentation giving early possession to activate services. Certain situations may still require a minimum deposit of $170.

We also offer 24-hour inspections for $24, but these must be scheduled at least 72 hours in advance.

*Deposit amounts can be changed based on previous unpaid balances with Public Utilities.

*Deposits can be paid in cash, money order, cashier's check, or credit card (we do not accept American Express).