Information About Your Water/Sewer Bill
Your water/sewer service bill is calculated based on current 2011 rates and fees and on units of water consumption.
For reference, your water/sewer service bill may contain the following codes:
WA = Water
SW = Sewer
Utility Tax = 12% (City) or 10% (County)
GAL = Gallons
HCF = Hundreds of Cubic Feet (1 HCF = 748 gallons)
WA Minimum Charge = Minimum rate based on the meter size
If a bill has been estimated, an "E" will appear to the right of "Days" (which means the number of billing days). If there is no "E," then the bill is based on an actual reading.
Click here to see how to read a sample water and sewer bill.
How do I pay my water/sewer bill?
How do I contact the Water Authority about my Water/Sewer bill?
Phone:
(540) 853-5700 (Monday-Friday, 8-5)
After Hours: (540) 853-5700
FAX:
(540) 853-5701
E-mail:
billing@westernvawater.org
Write Us:
Utility Billing Office
PO Box 1140
Roanoke, VA 24006
Information about Your Service
Billing
Customers covenant and agree to abide by all rules, regulations and rates now in effect or that may later be legally established. Meter reading dates may vary due to inclement weather, weekends, and holidays. Bills are due when received and may be paid at the above listed addresses. If a bill is not paid by its due date, a 10% late payment penalty ($1.50 minimum) may apply. Payments may not be accepted by field personnel. If you have billing questions, please contact us at the addresses above. We will do everything to resolve a question in the shortest possible time.
Termination of Service
Please provide five business days notice when terminating or transferring your utility service. This allows for proper scheduling so that service can be stopped on the date requested. Failure to give notice to terminate or transfer service will result in you being held responsible for the bill amount due until such time that the utility service is terminated in your name.
Past Due Accounts and Disconnection of Service
Any past due balance is subject to penalty, disconnection or additional fees prior to the due date specified on the billing. Please pay any past due balances immediately. Failure to make full payment may result in a deposit, service disconnection, and/or additional fees. Payment of the past due balance, penalties, and fees must be made before service will be restored.
Returned Checks
A fee will be assessed for each returned check. The amount of the returned check plus the fee must be paid by cash, certified check or money order. A returned check may also require a deposit in addition to charges and fees.
Credit Card Payments
Credit card payments may be made through on-line payments. To avoid late penalities, customers should allow at least five days for payment processing when paying by credit card online as these payments are handled by a 3rd party vendor. Customers are also advised that the 3rd party vendor charges a processing fee.
Automatic Bank Draft Payments
This option allows the WVWA to automatically withdraw payment for utility bills from your bank account, eliminating worry about paying your bill on time. To participate in this program, begin by completed an authorization form. A Budget Payment Programis available as well. These documents require the free .
About Deposits
Deposits are required for new accounts, those that are delinquent or have had returned checks. Deposits are refundable without interest if no disconnections or payment extensions occur in a two-year period at one location. Deposit refunds or credit balances will be automatically applied to future billings.
Appeals and Right to Hearing
Utility bills may be appealed and any questions, objections or explanations may be presented to WVWA staff or representatives by telephone or in writing during regular business hours. Any person who believes that the full amount of the utility bill or charges is not owed will be provided the opportunity to be heard in person before the director of Finance or designated management representative. If a hearing is desired, a request should be delivered, in writing, prior to the due date of the utility billing. Such written notice should state the reason(s) why the charges are not owed as rendered. Hearing requests should be made promptly to avoid disconnection of service prior to the hearing.
Payments to the Water Authority
Utility bills are mailed, insofar as possible, but failure to receive the bill does not relieve the utility customer of any additional penalty, disconnection of service or legal action, that may occur under the Delinquent Account Policy for failure to pay the bill by the due date specified on the billing. See above for payment mailing address.