Customer Center

Breadcrumbs

Customer Center

Customer Center

The AlexRenew Customer Portal 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 the email address and zip code associated with your account.

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
     

Starting and Stopping Service:

To start or stop service, you must contact Virginia American Water at (800) 452-6863 or (703) 549-7080.  Monday through Friday from 7:00 am to 7:00 pm

Update Contact Information:

To make changes to your name or mailing address on accounts with active service, you must contact Virginia American Water at (800) 452-6863.  Monday through Friday from 7:00 am to 7:00 pm. All other changes can be made through the Profile of your online AlexRenew Account or submitted through the message box above

Visit our Contact Us Page to learn who to contact for stormwater questions, sewer line back ups, issues with Limerick field and trash collections (these are not services AlexRenew provides). 

 

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

Rates and Billing Information for Residential Customers

Calculate Your Estimated Rate

Investing in Our Waterways
 

VISIT THE CUSTOMER BILL PORTAL 

Section Title
Residential Customers
Accordion Items
Title
Your Payment at Work
Content

Your AlexRenew payment not only helps us to clean wastewater, it also helps ensure that future generations will be able to swim and fish in local waterways. The rates we collect fund the ongoing maintenance and operations of our wastewater treatment plant needed to clean the 38 million gallons of dirty water we treat every day. Your payment is also necessary to fund our mandated RiverRenew program, a tunnel project to prevent millions of gallons of combined sewage from polluting Alexandria’s waterways each year. 

To meet these funding needs, the AlexRenew Board of Directors has approved rate adjustments since 2019. A two-year rate adjustment was approved on June 20, 2023, increasing rates by 5.4 percent on July 1, 2023, and by 5.1 percent on July 1, 2024. Future rate increases are anticipated until 2026 to pay for the RiverRenew program.   

Please click here for more information about the rate increases. You can also view our Rates, Rules, and Regulations guidelines by clicking here

Title
What makes up your AlexRenew residential bill
Content

Your monthly wastewater treatment bill is comprised of three parts:

  1. Base Charge: $13.85 (effective July 1, 2023)

This is a fixed charge that allows AlexRenew to recover costs associated with the installation, maintenance and improvement of its water sanitation facilities and equipment.

  1. Wastewater Treatment Charge: $9.76 per 1,000 gallons (effective July 1, 2023)

This charge is based on your water use.* The treatment charge allows AlexRenew to recover its costs based on how much wastewater it receives.

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 charge is based on your water use as reported by Virginia American Water Company.* 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 1-703-746-4357.

*AlexRenew’s treatment charge and the city’s fee are calculated based on your indoor water use as reported by Virginia American Water Company and are capped at your average monthly water use during the winter months of December, January, and February. For more information, visit our page on Winter Average.

Title
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. 

Title
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 have a past-due amount on your AlexRenew bill? AlexRenew offers flexible payment plans through Promise to help.

AlexRenew partnered with PromisePay to offer flexible payment plans to our customers with past-due bills. PromisePay will connect directly with customers who are behind in their payments to help those customers reduce past-due bills.   

To set-up a payment plan for your AlexRenew bill, please visit: http://alexrenew.promise-pay.com/ or call 703-844-0505. For more information about our partnership with PromisePay and its work with the Virginia Department of Social on LIHWAP, visit our news page. 

Title
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 703-721-3500. 

Section Title
Commercial Customers
Accordion Items
Title
What makes up your AlexRenew commercial and industrial bill
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: $13.85 (effective July 1, 2023)

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

Image
Base Charge Rates Chart for FY 2024

 

  1. Wastewater Treatment Charge: $9.76 per 1,000 gallons (effective July 1, 2023)

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.

Treatment Charge: Charge per account based on water consumption as measured 
by Virginia American Water from meter at customer premise.

Image
Treatment Charge Rates Charge for FY 2024

 

  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. 

 

Title
Deduct Meter Program
Content
Image
Deduct Meter 2023, New Logo

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.