Richmond’s utility department claims reduced phone wait times while adding new ways to get help

Getting someone on the phone at Richmond’s Department of Public Utilities used to be a coin flip. Back in 2024, the department’s call answer rate sat at just 69%, meaning nearly a third of customers couldn’t get through. Hold times averaged close to a minute.

That’s changed considerably. DPU says its call answer rate climbed to 97% by January 2025 and hit 99% by January of this year. Average hold times dropped from 50 seconds to 19. The department credits targeted process improvements and staffing changes for the turnaround.

The upgrades go beyond shorter wait times, though. DPU has rolled out a new escalation system, expanded its in-person services, and opened a direct line to senior leadership for customers who feel their concerns aren’t being addressed.

A three-step process for unresolved issues

One of the bigger structural changes is a new escalation protocol. If a customer calls back about the same issue, the matter now automatically gets bumped to a supervisor for review and follow-up, with a 30-day resolution timeline. If the concern still isn’t resolved after that supervisor review, customers can take it a step further by contacting the Director’s Office at 804-646-5200 or [email protected], which triggers another 30-day review window with a team of senior managers.

“These enhancements reflect our commitment to providing high-quality customer service and ensuring every resident feels heard,” said Scott Morris, Director of DPU. “We want our customers to know they can rely on us, not only for essential services, but for responsive, respectful support when they need assistance.”

More hours, more staff at walk-in centers

DPU also eliminated its longstanding Wednesday midday closure, giving customers consistent weekday access to the Customer Service Center. The department added more representatives at both of its walk-in locations and brought on additional supervisors to strengthen on-site support.

Customers who need in-person help can visit City Hall at 900 E. Broad St. or the East District Initiative at 701 N. 25th St. Both locations are open Monday through Friday, 8 a.m. to 4:30 p.m.

For phone or email support, the Customer Service Center is available at 804-646-4646 or [email protected], Monday through Friday from 8 a.m. to 4 p.m.