Customer Service

H2O_FACILITY
DIRECTORY OF SERVICES

  • Billing or Service Inquiry for Sewer Service: Call (804) 477-8336
  • Billing or Service Inquiry for Water: Call Virginia American Water Company – (800) 452-6863
  • Sewer Blockage or Backup:
    • During Week Days (8AM to 5PM): Call Hopewell Water Renewal – (804) 541-2210
    • After Hours, Weekends and Holidays: Call Police Dispatch – (804) 541-2275
  • Claims
    • Hopewell Risk Manager – (804) 541-2203
    • City Attorney – (804) 541-2247
  • Sewer Customer Service – Call (804) 477-8336
  • Bill Pay

 

WASTEWATER FEES

The City of Hopewell conducts periodic studies to assess the cost of providing waste treatment and infrastructure repair. The latest study was completed in 2013.  It is available in it’s entirely via e-mail by contacting the HRWTF Director, Jeanie Grandstaff at jgrandstaff@hopewellva.gov or (804) 541-2210.

 

SEWER BACKUP AND BLOCKAGES

Sewer Backup and Stoppage Policy

City personnel will check for and clear any debris creating a sewer blockage that are located in a main sewer line owned by the City.

City personnel will check any service lateral for blockages provided:

  • The property owner locates and provides access to a clean-out plug located on the outside of the building.
  • If a clean-out plug does not exist at the property line and the main line is open, it is the property owner’s responsibility to expose the lateral and make an opening so the blockage can be removed.
  • If the building has an existing sewer clean-out in the back, side, or front yard, city crews will remove blockages once every two years providing the property owner signs a “hold harmless” agreement form relieving the city from liability for any damage caused by city personnel and equipment working to clear the blockage.

Lateral cleaning is limited to once every two years: 

Individuals requesting line cleaning services within the two year period are required to contact a plumber to clear the stoppage.

  • Claims

The backup of sanitary sewage in or onto private property can have serious implications concerning health and property damage.  To efficiently deal with the trauma associated with sanitary sewer backups, with the possibility of associated property damage, whether or not the City is determined to be pecuniary liable, the City will assist the homeowner in the assessment of responsibility and liability via the claims process.

Implementation

  • The first responding employee, which is usually H2O Renewal sewer maintenance technician or his supervisor, will, in all cases, give a copy of the Citizen Instruction Form and the Sewer Spill Information ad Release Form, and the Citizen Insurance and Claim Form Information Sheet, to the affected citizen. The first responding employee is to retain a signed copy of the Sewer Spill Information and Release Form.  NOTE:  The Sewer Spill Information and Release Form must be signed in the space which allows entry to the property and/or the City’s help before City representatives will continue.
  • The technician and the responding supervisor will conduct a thorough investigation of the incident and record their findings on the Sewage Backup Report.
  • The responding supervisor evaluates the potential health threat, determines whether or not to take a sample of the flooding and determines whether or not the citizen(s) should be advised to temporarily evacuate to alternative housing. Other City personnel (Health, Code Official, etc.) may respond if requested by the responding supervisor and be reached through Police Dispatch after normal working hours.
  • If the spill is more than can be handled by the citizen or is not confined to one small part of the dwelling, the supervisor will offer to call Service Master of Chester at (804) 748-0716 or Clean Care at (804) 748-5550 to make arrangements to have the affected areas of the dwelling cleaned and sanitized.
  • As soon as practical the responding supervisor who oversees sewer maintenance will retrieve the Sewer Backup Report and brief the Director using this initial data. A narrative of the incident including such information as the history of the sewer incidents in the area, and the last time the area was cleaned will be developed and sent to the City’s Risk Manager.
  • Any corrective action that the city may undertake will be confidentially determined later by coordination with the Risk Manager, the City Attorney, and the City Engineer. All inquiries about the incident will be referred to the Risk Manager.

Citizen Instruction Form

Other Resources Available

  • The Housing Environmental Health Specialist can be called to make health safety determinations: (804) 541-2226
  • The Building Official can be called to help determine the extent of the damage to the dwelling, furniture etc. (804) 541-2226

Forms

 

WASTEWATER BILLING

Prior to October 2012, Virginia American Water Company included the City’s sewer charges with its monthly water bills.  After that time, the City began sending separate sewer/wastewater service bills which also includes trash collection and storm water charges.  Your sewer bill is based on your water usage.  You can pay your sewer, trash, and storm water bills on-line at http://hopewellpayments.com.

For questions about your water bill or make a change of address, or change in service, please call Virginia American Water at 1-(800) 452-6863.

For questions about your sewer bill, please call customer care at (804) 477-8336.