The City of Richmond Department of Public Utilities will introduce new terms for its PromisePay payment plans starting September 1, 2025. The changes are being made in preparation for the department’s transition to a new customer portal expected to launch in early 2026.
Under the revised policy, new PromisePay plans created on or after September 1, 2025, will offer repayment terms of up to 12 months. This is a reduction from the current maximum term of 36 months. Customers who have already established payment plans before that date can continue with their existing terms.
Customers who maintain good standing on their accounts will be allowed one opportunity to add an additional balance to their current PromisePay Payment Plan balance.
The department advises customers with significant past due balances and a need for longer repayment periods to act before the new rules take effect.
These adjustments are part of an effort by the Department of Public Utilities to streamline services ahead of its upgraded customer portal, which aims to improve account management and customer experience. Additional financial assistance options remain available through MetroCare programs and other resources listed at https://rva.gov/public-utilities/billing.
