On April 24, 2024, Virginia American Water completed the acquisition of the Town of Cape Charles drinking water and wastewater system. We have been providing high-quality, reliable water and wastewater services to communities across the Commonwealth for well over a century. In fact, we’re the largest water company in the state and we are committed to delivering that same standard of excellence to you as our new customer.

You’re in good hands.

Our focus is to provide you with safe, reliable water service—and we have the people and technologies in place to get the job done right. As our valued customer, we wanted to share with you some information about the services we provide, as well as some changes that will be taking place over time.

We’re invested in Cape Charles.

Over the next eight years, Virginia American Water plans to invest more than $10 million in critical infrastructure improvements in the Cape Charles water and wastewater systems. The specific capital improvements to be made will be identified and prioritized based on a comprehensive planning study that will be initiated within the first year.

Providing high-quality service.

We have an exceptional track record of meeting or surpassing water quality and wastewater standards. Within the first 12 months, Virginia American Water will undertake capital improvement projects to help address water quality.

About your rates.

There will be no immediate changes to your current rates. Because Virginia American Water is regulated by the State Corporation Commission (SCC), any future proposed changes in rates will be subject to extensive governmental review and approval. To learn more, visit virginiaamwater.com. Under Customer Service & Billing, select Your Water and Wastewater Rates.

We’re transitioning your billing.

Your last bill from Cape Charles was mailed on April 22. You will receive your first bill from Virginia American Water between May 15 and May 24. Effective with your first bill, payments should be made to Virginia American Water.

Connection fees for new construction.

Virginia American Water will charge $870 for water service connection fees and an $1,800 wastewater capacity charge. In its most recent rate application filed in November 2023 and currently before the SCC, the company proposed a consolidated $2,000 water service connection fee for 3/4” service lines across the company’s service territories. Proposed connection fees are subject to SCC approval and would be effective once the final order is received. There was no proposal to change the wastewater capacity charge in this rate application.

Convenient billing and payment options.

Pay Automatically (no stamps required): Enroll in Auto Pay, and your bill will be paid on time, every time. You can choose to have your monthly bill automatically applied to your credit card or deducted directly from your checking or savings account.

Online: www.amwater.com/billpay or on MyWater

By Mail: Mail to address provided on your bill. No cash, staples or paper clips, please.

By Phone: 1-855-748-6066

In Person: Virginia American Water is currently working to establish agreements with authorized payment locations in your area for those who prefer to pay in person.

A helping hand for customers in need.

Through our H2O Help to Others Program™, we offer financial assistance to help residential customers who qualify pay their water and/or wastewater bill. For our water customers who qualify, we provide grants of up to $500 per year. To learn more or to see if you qualify, visit virginiaamwater.com and select Customer Assistance Programs from the Customer Service & Billing menu.

We’re here to answer your questions.

Our customer service representatives are available to answer your questions at 1-800-452-6863, Monday through Friday from 7 a.m. to 7 p.m. For emergencies: we’re available at this number 24/7. You will have access to MyWater to view and pay your bill, track water use, sign up for paperless billing and more. Visit mywater.amwater.com to register. It’s that easy. Be sure to have your account number handy.

It’s a privilege to serve you.

We are excited to be your service provider. For more information about Virginia American Water, please visit us online at virginiaamwater.com and follow us on social media.