Customer Center

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Customer Center

Customer Center

The AlexRenew Customer Center is your place for managing your AlexRenew bills. Enroll in paperless billing, a new feature we are happy to offer from now on!  Review your usage, manage your account, pay your bill online 24/7, and say goodbye to paper bills! Creating an online account is easy. All you need is your account number and phone number.

Conveniently manage your account:

  • Enroll in automatic payment -- we’ll conveniently pay your bill from your checking or savings account each month
  • Credit/Debit -- pay with all major credit cards, or with your bank debit card
  • eCheck -- pay from your checking account
  • Enroll in paperless billing -- a new feature we are happy to offer from now on

Review your usage and billing history:

  • Usage history includes a bar graph that shows how many gallons you used from month to month
  • Billing history includes a chart that shows your monthly charges and payments
     

Here are a few useful links to quickly access helpful information about your account:

Rates and Billing Information

Calculate Your Estimated Rate

Investing in Our Waterways
 

CLICK HERE TO VISIT THE CUSTOMER CENTER 

Section Title
Residential Customers
Accordion Items
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Your Payment at Work
Content

Your AlexRenew payment does quite a bit. Not only does it help us clean your dirty water, it also helps ensure that future generations will be able to swim and fish in local waterways. Both the Potomac River and Chesapeake Bay are the healthiest they’ve been in years thanks to your investment. Yet, to continue this water quality success, more is continually asked of us as your wastewater treatment provider.

In 2019, AlexRenew’s Board of Directors approved two rate increases to start on July 1, 2019 and July 1, 2020, to support the RiverRenew program. From July 1, 2019 to June 30, 2020, residential customers saw an increase of approximately $55 (just under $5 per month for an average homeowner). On June 16, 2020 AlexRenew’s Board of Directors reduced the previously-approved rate increase, balancing the need to fund the mega project while acknowledging the pandemic’s increased financial burden on the community. From July 1, 2020 to June 30, 2021, the average residential customer can expect to see an average monthly bill increase of less than $3 per month (approximately $36 for the year).  Please click here for more information about the rate increases. You can also view our Rates, Rules, and Regulations guidelines by clicking here

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What makes up your AlexRenew bill
Content

Your monthly wastewater treatment bill is comprised of three parts:

  1. Base Charge: $11.54

This is a fixed amount determined by the size of a customer’s water meter. The base charge allows AlexRenew to recover its fixed costs to install, maintain and improve its water sanitation facilities and equipment, as well as provide service, regardless of the volume of water used by its customers.

  1. Wastewater Treatment Charge: $8.13 per 1,000 gallons

This charge is based on your water use as reported by Virginia American Water Company. It is calculated based on your indoor water use and is capped at your average monthly water use during the winter months of December, January, and February*.

If you have questions about your meter readings, or if you would like to inquire about a leak adjustment, please contact Virginia American Water at 1-800-452-6863.

  1. City Sanitary Sewer System Capital Investment and Maintenance Fee: $2.28 per 1,000 gallons

This fee funds the operation and maintenance of the City’s sanitary sewer system. This fee is also based on your water use from Virginia American Water but is NOT subject to the winter average billing cap*.

For sewer line maintenance, please contact the City of Alexandria at 1-703-746-4488.

*AlexRenew calculates wastewater costs for March through November based on the amount of water used during the three consecutive winter billing months of December, January, and February. Since water use during these months is typically only indoor household use, it is a good measure of the volume flowing into your wastewater system. If a customer has no flow or a flow below 4,000 gallons, the default winter average is set at 4,000 gallons.

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Late fees and bad check penalties
Content

A 10 percent late fee is levied on outstanding balances not paid by the due date. Bad checks and electronic payments not honored by the customer’s bank are subject to a $35.00 fee. 

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Common Questions
Content

Who set our rates?

Rates are set by the AlexRenew Board of Directors. This five-member citizen board calculates rate increases with an eye to sustainability of operations and rate stability for our customers based on a four point philosophy:

1. Fiscal responsibility to cover our costs of service;
2. Transparency and appropriate public notice and input;
3. Compassion through payment flexibility options;
4. Diligent planning and projections to avoid drastic increases year after year.

Our rates for cleaning Alexandria’s water are comparable with other local water cleaning agencies as well as those across the country. 

How does your investment benefit our community?

The investments we make in our technology and infrastructure allow us to clean up to 54 million gallons of water every day. Currently, we transform more than 13 billion gallons of dirty water into clean water each year.

The region’s wastewater utilities, including AlexRenew, have played an instrumental role in bringing local water quality to its highest level in several generations. 

  • Less than 50 years ago, the Potomac River was labeled a national disgrace for having one gallon of raw sewage for every six gallons of water. 
  • The Potomac River, Chesapeake Bay and other local waterways are the healthiest they’ve been in years.
  • The regional water community has achieved critical nutrient reduction goals 10 years ahead of schedule. 

Is AlexRenew a for-profit business? Is it a division of the City of Alexandria?

We’re actually neither. AlexRenew is a political subdivision of the Commonwealth of Virginia.  We do not make profits, have shareholders or pay dividends. Instead, we provide clean and safe water, every hour of every day, at a stable rate, year after year.

Why do you have two water bills – and why is your AlexRenew bill sometimes higher?

Most Alexandria citizens receive two separate bills from Virginia American Water, who provides clean water to your home, and AlexRenew, who cleans your dirty water once it goes down your pipes.

Transforming your dirty water into safe and clean water is a more complex – and as a result, costlier – process than bringing drinking water into your home. By thoroughly transforming your dirty water, we can ensure your local waterways — the source of much drinking water — are as healthy and safe as possible. 

Do you need assistance paying your sewer bill? The WATERFund can help!

In 2016, AlexRenew created the Water Assistance That Empowers Residents Fund, or WATERFund, to help AlexRenew customers experiencing difficulty paying their AlexRenew bill. Funded thanks to donations from generous community partners, AlexRenew’s WATERFund offers bill relief to those who may be struggling to pay their sewer bill.

In addition to the financial assistance provided through the WATERFund, AlexRenew offers payment flexibility to those who need it. If you have a previous balance you are having trouble paying, AlexRenew can set up a payment plan to any customer for any reason, up to 48 months with zero down. 

Customers seeking bill relief through the WATERFund, or who are interested in setting up a payment plan with AlexRenew should contact our Customer Service at 703-721-3500 and select Option 1 (Monday through Friday, 7:30 a.m. to 5:00 p.m.) or send an email to billing@alexrenew.com.

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Estimate your rate
Content

This rate estimator is designed to help you understand how much you may be billed monthly for wastewater services. The total is approximate and includes a base charge plus a charge based on your meter reading in your lowest months of use (winter months). If you are uncertain about the information provided here, please call 703-549-3383. 

Section Title
Commercial Customers
Accordion Items
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Deduct Meter Program
Content
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Deduct Water Meter Program

Commercial and Industrial customers who have a portion of their wastewater flow that does not enter the wastewater collection system — for things like irrigation, cooling towers, swimming pools (that do not drain to the sewer), etc. — may apply to join the Deduct Meter Program.

Customers participating in the program shall have the amount of flow that goes through an approved, properly functioning, deduct meter removed from the Wastewater Treatment Charge usage portion of their bill. This deduction, for some customers, can result in significant savings on their bill.

REVIEW THE PROGRAM REQUIREMENTS AND COMPLETE AN APPLICATION FOR THE DEDUCT METER PROGRAM

Please note that it is solely the responsibility of the customer to maintain, in good working order, all the installed equipment required for AlexRenew to get accurate deduct meter readings.

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Pretreatment Customers
Content

Objective

Pollutants can interfere with the treatment plant’s operation, harm the aquatic life of the receiving waters, disrupt the reuse of biosolids, or adversely affect worker health and safety. We evaluate the wastewater of new and existing facilities through surveys and/or issuing wastewater discharge permits, monitoring permitted industries by regularly sampling wastewater discharge, and conducting facility inspections.

Regulations

ALEXANDRIA RENEW ENTERPRISES INDUSTRIAL PRETREATMENT PROGRAM LOCAL LIMIT STANDARDS

Alexandria City Code, Title V, Chapter VI, Article B, Division 3.1, implements AlexRenew’s Industrial Pretreatment Program mandated by the Clean Water Act’s regulations 40 CFR 122, 123, 124, and 403 and chapter I, subchapter N.  This Ordinance provides specific limitations on discharges and for enforcement actions. Section 5-6-113 of this Ordinance, allows AlexRenew to establish, by regulation, maximum mass or concentration discharge limits for any pollutant that threatens the public health, presents an endangerment to the environment, interferes with the operation of the POTW or causes the authority to be in violation of its NPDES permit or any state permit issues to regulate the treatment of wastewater or the treatment or application of sludge.  To remain in compliance with all state and federal regulations, AlexRenew has adopted its own Local Limit Standards. At no time shall the water discharged to the sanitary sewer from a commercial or industrial facility exceed the limits presented in Table 1 (See Local Limits Standards - Table 1 below). 

These limits shall be determined at the point where the user’s wastewater is discharged to the collection system, except where AlexRenew determines that a limit may be applied at the end of a process.  All concentrations for metallic substances are for total metals unless otherwise indicated.  Compliance with all parameters may be determined from a single grab sample.

Section 5-6-114 states that no user shall increase the use of process water, or in any way dilute a discharge, in order to achieve compliance with a discharge limit, unless expressly authorized by an applicable pre-treatment standard or requirement.   Any exceedance of these Local Limits is a direct violation of these Standards.

Permits/Approvals

Significant Industrial Users (SIU) Permit

  • Wastewater discharge generally greater than 25,000 gallons per day (GPD) or
  • Federally required industry (categorical industry)

General Permit

  • Groundwater remediation

Letter of Approval

  • One time discharges or for discharges of limited duration

Fee Schedule

A permit includes pretreatment requirements, discharge limits, and special conditions for Significant Industrial User or Categorical sites. The fee covers Alexandria Renew Enterprises’ costs in administering the permit. Permits are issued for up to five years.

  • Permit Application: $100.00
  • Permit Fees:
    • Significant Industrial User: $1,500.00 per year
    • Non-significant Industrial User: $500.00 per year
  • Permit Revision: $100.00

Letters of Approval are issued for one time discharges or for discharges of limited duration.

  • Letter of Approval: $100.00

A sewer use charged will be assessed per the Alexandria Renew Enterprises approved Rules, Rates and Regulations.  The current rate is $8.13 per one-thousand gallons. All dischargers are responsible for metering the discharge and for reporting the monthly volume to AlexRenew by the 10th day of the following month in which discharges occurred.  Certification records of the meter are required monthly and should be mailed to the attention of the PreTreatment Coordinator.

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Pretreatment Customers Local Limit Standards
Description
Pretreatment Customers Local Limit Standards
Title
Rates & Charges for Commercial and Industrial
Content

Your AlexRenew payment does quite a bit. Not only does it help us clean your dirty water, it also helps ensure that future generations will be able to swim and fish in local waterways. Both the Potomac River and Chesapeake Bay are the healthiest they’ve been in years thanks to your investment. Yet, to continue this water quality success, more is continually asked of us as your wastewater treatment provider.

What makes up your AlexRenew bill?

Your monthly wastewater treatment bill is comprised of three parts:

  1. Base Charge:

Charge per account based on meter size at the customer premise.

Image
Commercial Customer Base Charge Table
Description
Commercial Customer Base Charge Table
  1. Wastewater Treatment Charge: $8.13 per 1,000 gallons

This charge is based on your water use as reported by Virginia American Water Company. If you have questions about your meter readings, or if you would like to inquire about a leak adjustment, please contact Virginia American Water at 1-800-452-6863.

Image
Commercial Customer Wastewater Treatment Charge Table
Description
Commercial Customer Wastewater Treatment Charge Table
  1. City Sanitary Sewer System Capital Investment and Maintenance Fee: $2.28 per 1,000 gallons

This fee funds the operation and maintenance of the City’s sanitary sewer system. For sewer line maintenance, please contact the City of Alexandria at 1-703-746-4488.

Commercial customer charges

These one-time charges for our commercial and industrial customers cover the costs required to enroll customers; read, inspect, and certify meters; and manage the permitting process.

  • Deduct Meter Enrollment Charge: $500.00
  • Deduct Meter Monthly Read Charge: $50.00
  • Deduct Meter Recertification Charge: $100.00
  • Deduct Meter Inspection Charge: $100.00
  • Pretreatment Permit Application: $100.00
  • Pretreatment Permit Revision: $100.00
  • Pretreatment Permit Significant Industrial User: $1,500.00 per year
  • Pretreatment Permit Non-significant Industrial User: $500.00 per year
  • Letter of Approval: $100.00 (for one time discharges or for discharges of limited duration)

Late fees and bad check penalties 

A 10 percent late fee is levied on outstanding balances not paid by the due date. Bad checks and electronic payments not honored by the customer’s bank are subject to a $35.00 fee. 

Who sets our rates? 

Rates are set by the AlexRenew Board of Directors. This five-member citizen board calculates rate increases with an eye to sustainability of operations and rate stability for our customers based on a four point philosophy:

1. Fiscal responsibility to cover our costs of service;
2. Transparency and appropriate public notice and input;
3. Compassion through payment flexibility options;
4. Diligent planning and projections to avoid drastic increases year after year.

How does your investment benefit our community?

The investments we make in our technology and infrastructure allow us to clean up to 54 million gallons of water every day. Currently, we transform more than 13 billion gallons of dirty water into clean water each year.

The region’s wastewater utilities, including AlexRenew, have played an instrumental role in bringing local water quality to its highest level in several generations. 

  • Less than 50 years ago, the Potomac River was labeled a national disgrace for having one gallon of raw sewage for every six gallons of water. 
  • The Potomac River, Chesapeake Bay and other local waterways are the healthiest they’ve been in years.
  • The regional water community has achieved critical nutrient reduction goals 10 years ahead of schedule. 

Is AlexRenew a for-profit business? Is it a division of the City of Alexandria government?

We’re actually neither. AlexRenew is a political subdivision of the Commonwealth of Virginia.  We do not make profits, have shareholders or pay dividends. Instead, we provide clean and safe water, every hour of every day, at a stable rate, year after year.

Why do you have two water bills – and why is your AlexRenew bill sometimes higher?

Virginia American Water provides clean water, and AlexRenew, cleans your dirty water once it goes down your pipes.

Transforming your dirty water into safe and clean water is a more complex – and as a result, costlier – process than bringing drinking water into your business. By thoroughly transforming your dirty water, we can ensure your local waterways — the source of much drinking water — are as healthy and safe as possible.