Virginia law sets a minimum arrears timeline and requires delivered notice + outreach before residential water service can be disconnected for nonpayment.
This page documents resident reports and organizes the core requirements that are already written into law, so residents can compare their own timeline (due dates, shutoff dates, and what notice was actually delivered) and request written records for verification.
If the Town disputes any factual statement on this site, officials are invited to provide written corrections and supporting records (including arrears calculations and notice-delivery logs). This site will publish factual corrections promptly.
Not legal advice. This is a documentation and public-records effort. Residents should request their account ledger, arrears calculation, notice-delivery proof, and disconnection/restoration logs for their specific account.
01. Arrears Timeline & Day-Counting
Exhibit AMinimum arrears requirement: For covered residential customers, disconnection for nonpayment is prohibited until the account is at least 45 days in arrears. That minimum period is not optional.
What residents should do: Look at your bill due date (many local ordinances reference the 5th). Then compare (a) the date you were disconnected and (b) whether the Town’s written arrears calculation actually reaches day 45.
Fee review note: If your service was disconnected before the required arrears threshold or without required delivered notice, you can request a written fee review and ask the Town to credit/refund any disconnection or reconnection fees tied to that action. Keep the request factual and ask for documents.
Check past bills: If you have ever been shut off, pull your past statements and note: due date → shutoff date → what notice you actually received → fees charged. If the timeline does not match the minimum requirements, request a documented review and fee correction.
| Month | Day 46 Date |
|---|
02. Notice, Outreach, and Public Disclosure
Exhibit BThe statute requires delivered notice of nonpayment prior to disconnection using at least one method (mail, email, text, phone call, or door hanger). The statute also requires the utility to make contact and offer payment plan / assistance information during the arrears window.
- • Notice must be delivered: A resident can request copies of notice templates and delivery logs/timestamps.
- • Required outreach: Residents can request documentation of the required contact attempt(s) and what assistance/plan information was offered.
- • Public disclosure: The statute requires disconnection policies to be made publicly available (residents can request the posted policy and effective date).
Practical next step: If you were shut off, request (1) your full account ledger, (2) the Town’s arrears calculation method, (3) notice method(s) used with proof of delivery, and (4) disconnection/restoration logs.
03. Timing Restrictions You Can Calendar-Check
No shutoffs on certain days
Disconnections for nonpayment are restricted on Fridays, weekends, state holidays, and the day immediately preceding a state holiday.
Heat restriction (water/wastewater)
Water/wastewater disconnections are restricted when the forecasted temperature is at or above 92°F within the 24 hours following the scheduled disconnection.
If You Were Shut Off, Check Your Timeline
Pull your past bills and receipts. If your disconnection happened before the minimum arrears threshold, or you did not receive delivered notice as required, request a documented review and ask for a fee credit/refund tied to that action.