FAQs • New Kent County, VA • CivicEngage

How can I pay my utility bill?: A payment return envelope is included with the utility bill. Payments can be made in person at the Treasurer’s Office by cash, check or credit card. Payments can be made in person at the Public Utilities Office by cash or check. Credit card payments can be made online. A service charge is charged for credit card transactions. After hours payments can be left in the payment drop box outside the Administration Building. Please do not mail cash or leave cash in the drop box.

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Public Utilities

1. How do I sign up for utility service?: A completed Utility Service Application, along with appropriate fees, must be received at the Utilities Office (7051 Poindexter Road) prior to initiation of utility service. Credit card payments are not accepted at the DPU office.

2. What fees must I pay to initiate utility service?: A $35.00 Administrative Fee and $50.00 utility deposit are due for all new and transferred accounts. Additional connection, availability and meter fees may be due depending upon location. Contact Public Utilities to determine the exact fees for your location.

3. How long does it take to get my water turned on?: Utility service is initiated within two business days after a completed application and appropriate fees are received.

4. How can I close my utility account?: A completed Termination of Service Form must be submitted to Public Utilities. The $50.00 utility deposit is credited towards the final utility bill.

5. How can I get an irrigation (companion or exclusion) meter?: Irrigation meters are not available in all subdivisions. In subdivisions where irrigation meters have been pre-approved, customers may contact Public Utilities to obtain information about getting an irrigation meter installed. Irrigation meter fees range from $300 to $750 depending on location. It is the customer’s responsibility to connect their irrigation system to the County-supplied meter. Regular water rates are charged for irrigation usage. In subdivisions where irrigation meters are not available, regular sewer usage fees are charged on all water used.

6. I did not use water during this billing period, why am I still getting a bill?: There is a minimum water and sewer (if applicable) charge for usage of zero to 6,000 gallons on all open accounts. The minimum charge covers utility overhead, or the fixed costs to make & maintain availability of utility services, regardless of usage volume. These costs include permitting fees, water & wastewater sampling, operator salaries, repairs & maintenance, etc.

7. How can I pay my utility bill?: A payment return envelope is included with the utility bill. Payments can be made in person at the Treasurer’s Office by cash, check or credit card. Payments can be made in person at the Public Utilities Office by cash or check. Credit card payments can be made online. A service charge is charged for credit card transactions. After hours payments can be left in the payment drop box outside the Administration Building. Please do not mail cash or leave cash in the drop box.

8. I made my payment using online banking, why has it not been received?: New Kent County does not accept Electronic Bank Transfers (EBTs). Therefore, your bank physically mails a check to the Treasurer’s Office. Depending on your bank and postal service delivery, it may take five to seven days (or longer) for your payment to reach the Treasurer’s Office. Public Utilities cannot be responsible for utility bills or payments delayed or lost in delivery. Public Utilities cannot credit or remove late fees due to utility bills or payments delayed or lost in delivery.

9. I did not get a utility bill, what should I do?: Contact Public Utilities to obtain your account balance and due date. Sign up for instant alerts regarding utility billing. Public Utilities cannot be responsible for utility bills or payments delayed or lost in delivery.

10. What other utility services does the County offer?: New Kent Public Utilities offers water and sewer services only in select subdivisions. New Kent County does not offer trash collection. Several private trash collection contractors operate in the New Kent area, or contact the Department of General Services for refuse dump sites. New Kent County does not offer natural gas service. Contact Virginia Natural Gas to see if natural gas service is available in your area. New Kent County does not maintain roads, street lighting or storm drains. Contact the Virginia Department of Transportation at (800) 367-7623 for roadway, lighting and drainage questions.

11. Are there other water service providers in New Kent?: Yes, the neighborhoods of Brookwood Manor, Windsor Park, Wedgewood, Woodhaven Shores and a portion of Five Lakes are served by privately owned and operated water companies. Contact Public Utilities if you are unsure of your water provider.

12. Who do I contact in the event of a utility emergency?: During regular County business hours (8:00am-4:30pm, M-F) contact Public Utilities at 804 966-9678. After hours (including weekends and holidays), contact the Sheriff’s Office Dispatch Non-Emergency Number at 804 966-9500. Please be aware that Public Utilities can only respond to utility emergencies on County-owned utility systems. If a natural gas leak is suspected, call 911 immediately.