COVID-19 Utility Repayment Plan


January 2021


The repayment plan allows customers additional time to pay their utility balance as a result of financial hardship from the COVID-19 Pandemic. This plan is in accordance with the Governor’s moratorium (an authorized postponement) on utility disconnections for delinquent residential utility accounts. The moratorium will continue until the Governor determines the economic and public health conditions have improved such that the disconnection moratorium no longer needs to be in place or until at least 60 days after the Virginia state of emergency ends. The Act also provides for an exemption from the moratorium.  Financial assistance resources are available for customers unable to adhere to a payment schedule.



  • Residential customer more than 30 days delinquent

  • Experienced financial hardship due to the COVID-19 Pandemic

  • Repayment plans must be paid in full within 24 months


  1. Residential customers may request a repayment plan for unpaid balances more than 30 days past due.

  2. Qualifying customers will not be charged new deposits, down payments, fees, late fees, penalty or interest.

  3. The customer will determine a repayment amount that is affordable and sustainable.  The Town shall assist with amortizing the repayment of a customer's utility debt over a minimum period of 6 months and up to 24 months. The customer will receive a confirmation email of the agreed upon repayment plan. 

  4. Payment installments can be made weekly, bi-weekly, or monthly as requested by the customer depending on individual circumstances.  

  5. Balances must be paid in accordance with the established repayment plan (start date and anticipated end dates must be listed). Current and future bills must be paid on time and in full.  Reminder Notices will not be sent by Town Staff.  

  6. The Town WILL NOT waive or forgive balances when requesting the COVID-19/ Financial Hardship repayment plan.


Non-Compliance of Repayment Plan:

  1. Customers that are unable to comply with the agreed upon repayment plan, must immediately contact the Town to renegotiate the terms of their arrangement.  

  2. The Town may resume water disconnects and penalties for unpaid utility balances when the moratorium is no longer in place or 60 days after the Virginia state of emergency ends.


COVID-19/ Financial Hardship Utility Repayment Plan Form

By filling out the form, I affirm that I have read the Policy and agree to the terms stated therein.
 COVID-19/ Financial Hardship Utility Repayment Plan