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 for Residential Customers

Calculate Your Estimated Rate

Investing in Our Waterways
 

VISIT THE CUSTOMER BILL PORTAL 

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Residential Customers
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Your Payment at Work
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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 approved two years of rate adjustments in June 2021. Existing wastewater treatment rates increased by 6.9 percent on July 1, 2021, and by 6.5 percent on July 1, 2022. This is the second set of approved two-year rate increases in support of RiverRenew. Future rate increases are anticipated until 2026 to pay for RiverRenew program debt.  

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 residential bill
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Your monthly wastewater treatment bill is comprised of three parts:

  1. Base Charge: $13.14

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: $9.26 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 1-703-746-4357.

*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
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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
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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!

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 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
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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. 

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Commercial Customers
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What makes up your AlexRenew commercial and industrial bill
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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.

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Rates Graph Base Charge
  1. Wastewater Treatment Charge: $9.26 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.

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Rates Graph Wastewater Treatment Charge
  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. 

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Deduct Meter Program
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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.