Bill Adjustments

Water Leaks Policy

If a customer should find a leak in their home or property, the customer is responsible for repairs. Once repairs are made, submit an adjustment form and receipts to Public Utilities:

  1. Email:
  2. Mail To: Utilities Billing Customer Service, P.O. Box 75, Winchester, VA 22604
  3. Drop Off: Dropbox outside Rouss City Hall, 15 N. Cameron Street or at Customer Service Office

Based on the submitted information, Public Utilities will consider adjusting the customer's bill. The adjusted utility billing will be calculated based on the average consumption for the six previous billing periods. Each utility customer can submit up to two adjustments in a 12-month period. 

Sewer Stoppages Policy

If a sewer stoppage or backup occurs, the customer should first call a licensed plumber.  To minimize the backup, it is also recommended that the customer refrain from using any facilities or appliances that discharge to the sanitary sewer until a plumber has determined the cause of the stoppage. If the stoppage is determined to be in the City sewer main, the plumber should report this to the City of Winchester:

  • Daytime Contact
    • Monday-Friday, 7:00 am-4:00 pm
    • Utilities Maintenance Headquarters: (540) 662-5353
  • After-hours, Weekends & Holidays Contact
    • (540) 686-7173

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