Show All Answers

1. How and where do I sign up for service?

To sign up for service, you will need to come by our Business/Customer Service Office located at 7384 Carriage Court, between the hours of 8 a.m. to 4:30 p.m. to fill out and sign an Application for Water and Sewer Service (PDF). There will be a $30 non-refundable account transfer fee, which can be added to the first month's bill, as well as deposits ($60 water and $40 sewer, both refundable when the account is final billed) that will need to be paid at the time of a tenant's sign up. In cases of owner sign up, an application may be downloaded from our website, filled out and returned via fax to our office. The application must be signed at least 24 hours prior to the service start date.

2. Who do I call with questions regarding my bill?

For questions regarding your account, please contact our Customer Service Office at 804-693-4044.

3. When are the bills due?

The bills are due upon receipt with a late payment of 10% or a minimum of $5 being assessed on account balances which have not been received in the Treasurer's Office by the last day of the month.

4. How often will I receive a bill?

Water meters are read electronically every month with bills being issued the second working day of the following month. If you do not receive a bill by the 10th of the month, please call our Customer Service Office at 804-693-4044 so a duplicate may be issued.

5. Where can I pay my bill?

Payment is accepted in the Gloucester County Treasurer's Office located at 6489 Main Street, Gloucester County Office Building No. 2, Monday through Friday, from 8 a.m. to 4:30 p.m. Payments may be mailed to the following address:
Treasurer's Office
6489 Main Street
Gloucester, VA 23061

There is a payment drop box located in the median strip of Justice Drive; it is available 24 hours a day, 7 days a week. In addition, you may pay your utility bill by credit card-American Express, Discover, MasterCard or Visa-either online at Official Payments or call 800-272-9829. If paying by telephone, you will need to enter the Jurisdiction Code, which is 1087.

6. Does the County add fluoride to the water?

No, the County does not fluoridate the water. Since 1983 the County's position on fluoride is that it is available to the public from sources other than the County water system for those who want it.

7. Can I eliminate the chlorine odor?

Chlorine odors may be more noticeable in the summer. Chlorine kills organisms that can cause disease and thereby is used to disinfect the water. You may remove the chlorine in one of the following ways but please refrigerate the water to limit bacterial re-growth:

• Fill a container and let it sit in the sunlight for 30 minutes.
• Fill a pitcher and refrigerate it overnight. (This is the best way.)
• Heat the water to about 100 degrees Fahrenheit.
• Pour water between containers about 10 times.

8. What methods of payment are acceptable?

The Treasurer's Office accepts payments by cash, check or money order. Credit card payments (American Express, Visa, Discover, or MasterCard) are accepted online at Official Payments or via telephone at 800-272-9829. If paying by telephone, you will need to enter the Jurisdiction Code, which is 1087.

9. Can I pay my bill in advance?

Yes, any over-payments will be credited to your account and the amount will be reflected on your bill as a credit balance until it is depleted.

10. Why does my water sometimes smell and taste "funny"?

Water can vary in taste and odor naturally at different times of the year. Taste and odor problems can come from new or old pipes and plumbing fixtures or changes in water quality. You may notice changes during hot weather, severe winter storms or when ground water levels become low.

11. What causes my water to have a white, milky appearance?

Water can become saturated with air due to temperature changes in the water giving it a white, milky look. To ensure this is the problem, collect a glass of water and set it out. The air should rise to the top, thereby clearing from the bottom up. Flushing your water lines may be helpful in this situation sometimes, but it will disappear over time with a change in temperature. This situation more commonly occurs during winter when water is cold.

12. Can I plant trees, shrubs, etc. near the water and sewer lines?

Trees, shrubs, etc. can hinder the maintenance of these lines. Also, in time, their roots can damage these lines.

13. The water coming out of my faucet is discolored. What could be happening?

County water may become discolored when situations arise such as water main breaks, water line repairs, construction or a fire in your area. These situations increase the speed of water in the water main, thereby agitating sediments that can discolor the water. Do not become alarmed if your water appears discolored. It is highly recommended that you not use the water or do laundry for 2 to 3 hours; this should give the sediment time to settle. Then you should run your faucets into the bathtub or kitchen sink for about 5 minutes to make sure the water is clear. If the water does not clear up, call our Customer Service Office at 804-693-4044, Monday through Friday, from 8 a.m. to 4:30 p.m. or 804-693-3890 nights, weekends and holidays.

14. What should I do if my meter box becomes damaged?

Contact the Customer Service Office at 804-693-4044, Monday through Friday, from 8 a.m. to 4:30 p.m.

15. What do I do in case of a sewer emergency?

Gloucester County Utilities personnel are on call twenty-four hours a day, seven days a week, to respond to sewer line blockages and overflows. Call the Customer Service Office weekdays from 8 a.m. to 4:30 p.m. at 804-693-4044 or after hours, weekends and holidays call 804-693-3890 so a Utilities technician can be dispatched. The County does not pay for damages caused by sewer emergencies unless the backup is due to negligence on the County's part.

As most homeowner's insurance policies do not pay for sewer backups, you may have to pay yourself. There is no charge for this service and it may save you a plumber's bill if the problem is within the County's lines. To prevent sewer backups, do not place grease in any form, diapers, rags or other objects down any drain or toilet; instruct your children not to throw trash/debris down manholes, and check your trees as tree roots could block your sewer lateral.