Richmond’s Department of Public Utilities collected more than $1 million from a two-month campaign to get customers to repay delinquent bills, with an additional $3.7 million expected over the next two years. 

The Back on Track campaign, which ran from early February through March 31, aimed to get delinquent customers onto payment plans in an effort to reduce the millions of dollars in overdue bills that DPU has faced annually since the pandemic. 

In 2019, DPU was owed about $13.6 million from customers whose bills were more than 90 days past due. That number ballooned over the next few years before peaking at $66.9 million in 2024. 

Since then, the total has fallen but remains high: In January, right before DPU launched Back on Track, it sat at $47.6 million. On Tuesday, the department said it had dipped to $42 million following the campaign. 

City officials described the initiative as a success in a Tuesday release. 

Richmond “remains committed to supporting residents while also ensuring the long-term sustainability of our utility systems,” said Chief Administrative Officer Odie Donald II. “Programs like Back on Track provide critical relief, but it is equally important for customers to stay engaged and take advantage of the resources still available to them.” 

Under Back on Track, customers could enroll in payment plans of up to 24 months or renegotiate existing payment plans on more flexible terms. One-time bill credits for heat and water bills were also available through an expansion of the city’s MetroCare Assistance programs. 

Delinquent customers can still enroll in payment plans and apply for MetroCare assistance, although the more favorable terms offered by Back on Track ended March 31. 

DPU said it will begin disconnecting service to customers who are delinquent and not on a payment plan on April 21. 

The department also said that it “may” use water flow restrictors — a device that limits but doesn’t completely cut off water use — ahead of disconnections. 

“Customers impacted by this measure will receive advance notification and instructions on how to restore full service,” said DPU. 

Contact Reporter Sarah Vogelsong at svogelsong@richmonder.org