The City of Richmond Department of Public Utilities will change the terms of its PromisePay payment plans starting Sept. 1, reducing the maximum repayment period for customers with overdue bills. 

Under the updated policy, new PromisePay plans will allow repayment over up to 12 months, down from the current 36 months. Customers who set up plans before Sept. 1 can keep their existing terms. 

The adjustment comes as the utility prepares to launch in early 2026 an upgraded customer portal designed to improve account management and payment services. 

Customers with active accounts in good standing will be able to add an additional balance to their current payment plan one time under the revised program. 

PromisePay offers residential and commercial gas and water customers options for paying past-due balances, including automatic payments, text reminders and other account notifications. Additional