Frequently Asked Questions
Reclaimed Water (4)
The Virginia Department of Environmental Quality (DEQ) regulates AlexRenew’s reclaimed water system. These regulations govern system design, water quality, how the water can be used, and permitting, among other areas.
Reclaimed water can be used for:
- Irrigating lawns, golf courses, and most landscaping
- Washing cars and other vehicles
- Power washing and street cleaning
- Commercial air conditioning, such as cooling tower make-up water or boiler feed water
- Construction activities
- Industrial uses
Reclaimed water cannot be used for drinking, hand washing or food preparation
Customers who use reclaimed water help our environment by reducing the amount of nutrients discharged into the Chesapeake Bay watershed. In addition, customers using reclaimed water are conserving potable (drinking) water and reducing stress on our water supplies.
Reclaimed water is clean, odorless, highly treated wastewater. AlexRenew produces reclaimed water through a state-of-the-art treatment process – including additional disinfection. This treatment process results in water that is useful for a variety of purposes – irrigation, air conditioning, even toilet flushing!
Billing & Customer Service (10)
AlexRenew created The WATER Fund (Water Assistance That Empowers Residents) in 2016 to help neighbors in need pay their sewer bills. The fund was created to lend a hand when customers are experiencing difficulty paying their sewer bills.
Customers who need help paying their sewer bill with AlexRenew should contact Customer Service at 703-549-3383 (Monday through Friday, 7:30 a.m. to 5:00 p.m.).
The Residential Activation Fee is a non-refundable fee that covers the cost to initiate service with Alexandria Renew Enterprises. This fee is charged to all new residential accounts.
When it comes to your wastewater service, you should only be charged for your indoor water use and not for warm-weather activities like washing your car or watering your lawn. If you live in a single-family residence, the maximum water use on your AlexRenew bill from March through November is capped. The cap is set at either the average monthly residential use during the previous winter period (December through February) or 4,000 gallons*, whichever is greater.
For instance, if your winter average is 5,000 gallons, when your household uses less than the 5,000 gallon cap, you are billed for your actual use. When you use more than 5,000 gallons, your wastewater treatment charge is capped at 5,000 gallons.
Multi-family dwellings, such as condominiums and apartments, typically have separate metered irrigation services and are not covered by the winter average.
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 our local waterways — the source of much drinking water — are as healthy and safe as possible.
Most Alexandria citizens receive two separate bills from Virginia American Water, which provides clean water to your home, and AlexRenew, which cleans your dirty water once it goes down your pipes.
If any of your account information (phone number, e-mail address, etc.) changes, please let us know! contact our billing department directly at (703) 549-3383 (7:30 a.m. to 5:00 p.m. Monday through Friday) or firstname.lastname@example.org. For name and/or address changes, please contact Virginia American Water Company.
We appreciate you inquiring about paperless billing. AlexRenew strongly believes that having a paperless option is important for a number of reasons, including minimizing negative impacts to our environment. We are happy to offer our customers the ability to opt in to paperless billing offered directly through our website, instead of having to use a third-party vendor. You can sign up for paperless billing and auto payments by visiting alexrenew.myutilityportal.com.
For your AlexRenew bill, please call us at (703) 549-3383 or submit your question online.
For your Virginia American Water bill, please call (703) 549-7080 or (800) 452-6863.
Virginia American Water Company provides us with all of our account information and meter readings. For this reason, all of our account holders must also have an account with them. To start or stop service, you must please first do so with Virginia American Water Company. They can be reached at (800) 452-6863 or (703) 549-7080, Monday through Friday from 7:00 a.m. to 7:00 p.m. Or visit Virginia American Water's webpage on turning service on/off.
We’re a public entity, independent of the City government administratively and financially. That means we manage ourselves and must find our own funding. We get our authority, or power to operate, through the Virginia Water and Waste Authority Act.
We get most of our funding from our customers. Those customers are the citizens and businesses of the City of Alexandria, part of Fairfax County, and a small part of Arlington County. AlexRenew does not get its funding from the federal government. We are not part of the City’s budget. In FY2018, we received almost $39.36 million from customers for the services we provided.
No. Fairfax County pays AlexRenew for the water treatment services it receives, and contributes to its operating and capital expenses. In 2014, Fairfax County paid about $55 million for operating expenses, improvements and capital projects.
Yes, and the guidelines can be viewed here.
Yes, you can download our complete safety plan here.
AlexRenew is helping local, small, minority and woman-owned Businesses. We know that getting information on contracting opportunities can be overwhelming, but our purchasing department is here to help you. To ensure notification of business opportunities, please register as a bidder with eVA. Additionally, please contact the purchasing department to arrange a meeting to discuss business opportunities. Also, please contact the Alexandria Small Business Development Center.
In the interest of paying your invoice in a timely manner, please be advised that all invoices should be submitted only through one of the following methods:
Via US Mail to:
Alexandria Renew Enterprises
1800 Limerick St
Alexandria, VA 22314
Attn: Accounts Payable
Via E-Mail to: Invoicing@alexrenew.com
Invoices sent in any other method or to any other street or email address may cause delays in processing your invoice.
Yes, AlexRenew purchase orders contain terms and conditions.
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.
Alexandria Renew Enterprises (10)
Three organizations – Virginia American Water, the City of Alexandria and AlexRenew – all play a critical role in providing, transporting and cleaning our city’s water! Virginia American Water supplies water to Alexandria homes and businesses. Once it’s used, the water goes down the drain and enters the sewer system maintained by the City of Alexandria. These pipes connect to our interceptors, which bring the water to our treatment facilities. There, we transform dirty water into clean water to be sent back to our local waterways!
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.
- We use part of the cleaned water to help operate our equipment. In 2018, we used 1.5 billion gallons of reclaimed water. In the future, we will provide reclaimed water to qualified industrial customers.
- Energy is generated through gas that is produced during the water treatment process, and we use this gas to operate our facilities. Last year, 95% of the methane gas we produced was captured and reused.
- AlexRenew enriches the land by providing biosolids—a safe, natural alternative to chemical fertilizers. In 2018, we provided 5,500 tons of soil amendment to 50 Virginia farms in 18 counties.
Nitrogen and phosphorus fuel the growth of algae blooms in our watershed. Nitrogen nourishes plant life, but starves aquatic life of oxygen. Too much nitrogen results in “dead zones,” where nothing can live.
After being cleaned, we release sparkling, odor-free water into Hunting Creek, a south Alexandria tributary that flows into the Potomac River and ultimately the Chesapeake Bay.
Whatever goes down the drain or is flushed down the toilet makes its way to us. When the water arrives, our process removes or neutralizes:
- Large objects, like branches, trash, and rags
- Oils and grease
Due to the topography of the land in this region, our facility sits at a low drainage point, so building a wastewater treatment facility to serve both communities made good engineering and practical sense.
Our main facility is near Old Town on Eisenhower Avenue, near the Whole Foods on Duke Street.
AlexRenew is an advanced water resource recovery facility serving more than 300,000 people in Alexandria and parts of Fairfax County. We treat 35 million gallons of dirty water each day.
In 1952, the Alexandria City Council created the Alexandria Sanitation Authority (ASA). It started operating in 1956 as a wastewater treatment facility. On Earth Day 2012, ASA became Alexandria Renew Enterprises. The name was changed because it better reflected our role reclaiming, recycling, and renewing natural resources from dirty water.
automatic payment (1)
IN ORDER TO PARTICIPATE IN ALEXANDRIA RENEW ENTERPRISES (“ AlexRenew”) AUTOMATIC DEBIT PAYMENT SERVICE (“AUTODEBIT”), YOU ARE REQUIRED TO ACCEPT THE FOLLOWING TERMS & CONDITIONS (“TERMS & CONDITIONS”):
The AlexRenew AUTODEBIT service is run in accordance with all applicable laws and the Operating Rules and Operating Guidelines (together, the “Operating Rules”) of NACHA – The Electronic Payments Association. By accepting these Terms & Conditions, you agree that: (a) you have read, understand, and agree to these Terms & Conditions, and that this agreement constitutes a “writing signed by you” under applicable laws and the Operating Rules, (b) you have verified the accuracy of any routing numbers, account numbers or other banking information supplied by you to the AlexRenew in order to participate in the AUTODEBIT service, and (c) you agree to be bound by the Operating Rules. In the event of any inconsistencies between these Terms & Conditions and applicable law or the Operating Rules, applicable law and the Operating Rules shall govern.
Additionally, by accepting these Terms & Conditions, you agree to the use of electronic documents and records in connection with the AUTODEBIT service, including these Terms & Conditions. However, at any time you have the right to (a) withdraw your consent to the use of electronic documents and records, (b) receive a paper copy of all documents and records, and (c) update your contact information at AlexRenew_CustomerCare@gcww.cincinnati-oh.gov. To receive or access electronic documents and records, you must have the following equipment and software: (i) a device that is capable of accessing the Internet; (ii) an Internet browser that supports HTML 4.0 and 128-bit SSL encryption, such as Microsoft Internet Explorer 7 and higher, Firefox 3 and higher, Chrome 3.0 and higher; and (iii) software that permits you to receive and access Portable Document Format or “PDF” files, such as Adobe Acrobat Reader 8.0 or higher. To retain documents and records, your device must have the ability to download and store PDF files. Your access to this page verifies that your system and device meets the above receipt, access, and retention requirements.
You will receive your bill at least 10 days prior to any automatic payments being debited from your account. You understand and agree that variances in water consumption, whether through normal use or due to leaks, faulty plumbing or other reasons, may result in unexpectedly high bills. If you wish to dispute any bill, the AUTODEBIT service will continue to deduct future payments from your account unless you affirmatively cancel the service as provided below. AlexRenew accepts no responsibility for overdraft or other charges that may be incurred if for any reason funds are not available for an authorized draft. Billing questions, issues, and disputes should be directed to 703-549-3383 or you may write us at 4747 Spring Grove Avenue, Cincinnati, Ohio 45232-1986.
You must continue to manually pay your bill until enrollment is complete and confirmed by AlexRenew via email notification to you.
By accepting these Terms & Conditions, you authorize AlexRenew to automatically debit your checking or savings account for the full amount of your bill on or about the same date each billing period, based on the information you provide. You authorize the financial institution that holds your bank account to deduct such payments. The approved funds will be transferred within 1 to 2 business days. Once a payment request has been submitted by AlexRenew to your financial institution, the status of the payment remains “pending” until payment confirmation has been received and deemed successful. You understand that if your electronic payment is rejected for any reason, AlexRenew may charge a return item fee (where applicable), charge late fees (where applicable), and to cancel the AUTODEBIT service after the second rejection in a 12-month period.
You agree to keep your email address and all account and other banking information correct and current within AlexRenew's online system. You understand that you must be an active AlexRenew customer with an AlexRenew utility bill to be eligible for the AUTODEBIT service. AlexRenew is not responsible for the unsuccessful delivery of emails or declined payments due to incorrect information.
Participation in AUTODEBIT service is subject to AlexRenew's sole discretion and approval. You understand that AlexRenew reserves the right, upon written notification, to terminate your participation in this payment option. AlexRenew may terminate this option at any time, as authorized by applicable law and the Operating Rules. You agree that, except as otherwise provided by law or the Operating Rules, AlexRenew is not liable for incorrect bill statements or faulty debits to your account. Should an error in the bill statement occur, you must provide verbal or written notice to AlexRenew detailing the nature of the error.
You understand that you can cancel the AUTODEBIT service with AlexRenew at any time online by accessing AUTOMATIC BILL PAYMENT CANCELLATION within your online account, or by sending an email to AlexRenew_CustomerCare@gcww.cincinnati-oh.gov, or by written correspondence sent to 4747 Spring Grove Ave, Cincinnati, Ohio 45232, Attention: Customer Services. In order to avoid having your account automatically debited with respect to a given payment, we must receive your request to cancel the AUTODEBIT service at least 3 days prior to the date of the next scheduled debit to your account.
AlexRenew reserves the right to update or modify these Terms & Conditions at any time.