Durham Water Utility 2026: Bill Pay, Login & Phone

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Durham NC • water bill pay • customer portal • phone • hardship • rates • main breaks

Durham Water Utility Help Desk for Bills, Login and Service

Use this guide to pay a City of Durham water, sewer, stormwater and yard-waste bill, open the official customer billing portal, call the right phone number, avoid wrong-provider payments, read due dates and late charges, start or stop service, prepare deposit documents, request payment help, handle high bills, understand FY27 water and sewer rates, follow current water-shortage rules, report a water main break or sewer backup, and check drinking-water quality updates.

Pay / Log In Online Call 919-560-1200 Report Main Break Bill Help

Start Here: Choose the Right Durham Water Action

Billing phone919-560-1200
Phone payOption 1
Main break919-560-4344
Office101 City Hall Plaza
User need
Official route
Prepare first
Do not miss
Pay online or log in
City of Durham Utility Billing portal.
12-digit account number, service address, mailing ZIP, current balance and payment method.
Portal enrollment is useful for AutoPay, delivery preferences, e-billing and payment history.
Make a one-time payment
Use the Pay Now area in the Durham Utility Billing portal.
Account number and mailing ZIP code; if you do not have the bill, call 919-560-1200.
Confirm the account address before submitting payment.
Pay by phone
Call 919-560-1200 and press option 1.
12-digit account number, bill amount, card/checking/savings/e-check details.
The IVR posts to the account number you enter, so read all 12 digits carefully.
Pay by cash
Cashiering counter at City Hall or Mist Lake.
Bill or account number and exact service address.
City page lists City Hall and Mist Lake, 1600 Mist Lake Drive, as cash-payment locations.
Mail payment
City of Durham, P.O. Box 738527, Dallas, TX 75373-8527.
Check or money order, payment stub and account number.
Mail is risky if a disconnect date, payment-plan due date or same-day posting need is close.
Payment arrangement or hardship
Utility Bill Assistance.
Account number, contact info, balance, hardship explanation, proof of residency and eligibility documents.
Short-term extensions are 5, 10 or 15 days; payment plans may run 3, 6 or 9 months.
Start or stop service
Start Service or Start / Stop / Transfer.
Online application, documents, lease if renting, deposit, service initiation fee and email monitoring.
Processing can take 3-5 days and the portal is not available until the first bill is generated.
Water main break, sewer overflow or pressure problem
Call 919-560-4344 or 919-560-1200.
Address, cross street, visible water/sewer issue, pressure/no-water details and contact number.
Crews may send Daupler Notify updates during a water main break.

Provider check: this guide is for the City of Durham, North Carolina. If your bill says Durham County Utilities, OWASA, Aqua, a landlord, apartment portal, HOA, Duke Energy, Piedmont Electric, Dominion Energy, or Region of Durham in Ontario, use the provider printed on that bill.

Official Durham Water Utility Contact Box

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Customer Billing Services

Address:
101 City Hall Plaza
1st Floor
Durham, NC 27701

Phone: 919-560-1200

Hours:
Monday-Thursday, 8 AM-5 PM
Friday, 10 AM-5 PM

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Payment Locations

Online: City customer billing portal.

Phone: 919-560-1200, option 1.

Cash: cashiering counter at City Hall or Mist Lake, 1600 Mist Lake Drive.

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Water / Sewer Emergency

Report water main breaks: 919-560-4344 or 919-560-1200.

Use for: main breaks, no-water, pressure issue, sewer overflow, sewer odor, sewer backup and water-quality concern after a break.

Payment Mail

Mail check or money order to:
City of Durham
P.O. Box 738527
Dallas, TX 75373-8527

Include payment stub and 12-digit account number.

General City Address

City of Durham:
101 City Hall Plaza
Durham, NC 27701

Use the specific payment address for mailed water bills.

What the Bill Can Include

Durham’s monthly water bill can include monthly water use, annual stormwater fees and optional yard-waste service charges.

Separate each line before disputing the total.

Official Durham utility links:

Customer Billing Services Utility Billing Portal Make a Payment Utility Bill Assistance Water Main Breaks

How to Pay a Durham Water Bill

Payment method
Official detail
Best for
Watch out for
Customer billing portal
Use the City of Durham Utility Billing portal to log in, enroll, view/pay bills, check account status and payment history.
Customers who want online account access, AutoPay, delivery preferences and payment history.
If you are new, the portal is not available until your first bill is generated.
One-time online payment
Portal Pay Now asks for account number and mailing ZIP code.
Quick payment without a full login.
Make sure the account found by the portal matches the service address.
Phone payment
Call 919-560-1200 and press option 1. The IVR can take checking, savings, Visa, MasterCard, Discover or e-check payments.
Customers who cannot access the portal or want an automated phone option.
Have the 12-digit account number ready so payment posts to the correct account.
Cash payment
City page lists cash payment at the cashiering counter at Mist Lake, 1600 Mist Lake Drive, or at City Hall.
Customers who need a cash route or in-person receipt.
Bring the bill or account number. Call before going if the account is already near disconnection.
Mail
Mail check or money order with payment stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527.
Routine payments with enough mailing time.
Not ideal for late accounts because payment must be received and posted before deadlines.
AutoPay
Portal enrollment lets customers set up AutoPay and payment methods.
Customers who want recurring payment control.
After portal changes, customers may need to re-enter payment information; never assume old payment data transferred.
Payment arrangement
Short-term arrangement extends current bill due date by 5, 10 or 15 days if approved.
Small timing problem before the current bill is paid.
Not available if a previous arrangement was broken within the last six months.
Payment plan
Equal installments can pay down a large past-due balance over 3, 6 or 9 months, or another approved option.
Past-due balance that cannot be cleared all at once.
You must stay current on both new monthly bills and installment payments.

Card-fee note: Durham’s current customer-billing search result states that utility bill payments made by credit card after March 31, 2026 incur a 3.15% processing fee. Use the live portal and bill screen to confirm the exact fee before submitting payment.

Payment confirmation script: “I paid City of Durham water account [12-digit account number] for [service address] on [date/time] by [portal/one-time pay/phone/cash/mail/AutoPay]. Confirmation or check number is [number]. Can you confirm whether it posted and whether any late charge, disconnect notice, penalty charge, payment arrangement, hardship request, returned payment or back-billing issue remains?”

Durham Customer Portal Login, Enrollment and Account Number Tips

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Portal tools

  • Log in with Login ID and password.
  • Enroll for secure access.
  • Make a one-time payment.
  • View and pay bills.
  • Check account status and payment history.
  • Set delivery preferences where available.
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12-digit account number

Durham says the water bill shows a 12-digit account number. The first six digits are unique to the customer and the last six digits relate to the property address. Use all 12 digits for payment and support calls.

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New customer timing

After a start-service request is completed, Durham emails the 12-digit account number. The online portal cannot be accessed until the first bill is generated.

Open the official portal

Start from Customer Billing Services or the City of Durham Utility Billing portal. Do not use a sponsored result with a different provider name.

Choose login, enroll or one-time payment

Use login for an existing profile, enroll if you want saved account access, or Pay Now if you only need a one-time payment with account number and mailing ZIP.

Confirm the correct bill

Check the service address, current balance, bill date, due date and line items. The bill can include water, sewer, stormwater and optional yard-waste charges.

Save proof before closing

Keep the confirmation number, amount, date/time, account number and payment method. This is important if the account has a disconnect notice or payment-plan deadline.

Enrollment troubleshooting: Durham’s customer-billing transition note said customers need their current utility account number and, because of a technical issue, should use 27701 in the ZIP code field when enrolling. If that instruction changes on the live portal, follow the current portal prompt or call 919-560-1200.

Durham Due Dates, Late Charges and Disconnection Rules

Monthly bills

Bills are processed monthly after the water meter is read.

21 days

Payment is due 21 days after the billing date on the statement.

1% late charge

If not paid within 21 days, a 1% late charge accrues on the unpaid balance.

Disconnect notice

After about 30 days, a notice with a disconnect date may be issued.

Billing event
City rule / practical meaning
Customer action
Meter read
Bills are processed monthly the next business day after the water meter is read.
Watch usage after meter read and compare to prior month.
High reading
Durham says unusually high readings are double checked before bills are mailed.
Still do your own leak check and call if the bill looks wrong.
Due date
Payment is due 21 days after billing date.
Set a calendar reminder from the bill date, not just the mail arrival date.
Late charge
Late charge of 1% accrues on unpaid balance if not paid within 21 days.
Pay or request an arrangement before the bill becomes harder to fix.
Disconnect notice
After approximately 30 days, a notice may instruct the amount that must be paid by 5 PM the day prior to disconnect date.
Call 919-560-1200 if you cannot pay the full amount before that deadline.
Service disconnected
If charges are not paid by the disconnect date, service is disconnected for nonpayment and a penalty charge is added.
Ask the exact full amount and fastest posting method; water is restored only after all charges are paid.
Sewer-only physical disconnection
Durham’s disconnection fee page says sewer-only customers can be charged $250 if a physical disconnection is required.
Sewer-only customers should call immediately before field action occurs.
Unauthorized reconnection
Fee schedule lists meter extraction, meter yoke extraction and crimping fees for unauthorized connection or reconnection issues.
Do not tamper with a disconnected meter; call Customer Billing Services.
Late-bill script: “My Durham water account [12-digit account number] is past due or has a disconnect notice. Can you confirm the total amount due, the 5 PM deadline, whether a short-term arrangement or payment plan is available, whether hardship assistance applies, and which payment method posts fastest today?”

Payment Arrangement, Payment Plan and Water Hardship Assistance

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Payment Arrangement

A one-time due-date extension for the current bill. Durham lists 5, 10 or 15 days as the available extension choices for eligible residential water customers.

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Payment Plan

Equal monthly installments for a large past-due balance. Durham lists 3-month, 6-month, 9-month maximum or other approved options, with installment added to the regular monthly bill.

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Water Hardship

Durham lists monthly credits and situational hardship assistance for eligible customers inside city limits, with documentation requirements and limits.

Help option
What Durham lists
Prepare before applying
Payment Arrangement
One-time due-date extension of 5, 10 or 15 days for the current bill.
Account number, contact info, amount due and extension length requested.
Arrangement eligibility
Residential water customers; not eligible if a previous payment arrangement was broken within the last six months.
Ask if the account has a recent broken arrangement before relying on extension.
Payment Plan
Equal monthly installments to pay down a large past-due balance over 3, 6 or 9 months, or other approved option.
Balance, monthly amount you can pay, and plan length you can keep current.
Payment Plan warning
One plan at a time; customer must stay current on installment and new monthly charges.
Build the regular bill and installment into one monthly budget.
Monthly Hardship Credits
Eligible homeowners with Elderly/Disabled or Disabled Veteran property-tax exemptions, or tenants with Section 8 vouchers, may receive $10 water plus $10 sewer monthly credit.
Proof of exemption or Section 8 voucher and annual documentation.
Situational Hardship
City may cover up to 75% of eligible outstanding balance; customer pays at least 25%.
Proof of city residency, hardship explanation and leak repair proof if applicable.
Hardship limits
Generally limited to no more than two billing periods of average usage except for unanticipated leaks that are promptly repaired; once per fiscal year per account.
Ask how the average usage and fiscal-year limit apply to your account.
Not covered
Deposits, penalties, late fees, disconnection fees and illegal connection penalties are not covered by Water Hardship Assistance.
Ask for an itemized balance so you know what the assistance can and cannot cover.
Utility Bill Assistance Payment Arrangement Payment Plan Agreement Water Hardship

Timing warning: if you already have a disconnect date, submit the request and call 919-560-1200. An assistance form alone may not stop field action unless the City approves an arrangement, plan or hardship route for your account.

Start, Stop or Transfer Durham Water Service

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Start service

Use the online start-service request, attach required documents, and monitor email for updates. Durham says requests cannot be completed without requested information.

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Processing time

Allow 3-5 days for processing. Once complete, Durham emails your 12-digit account number for records.

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Stop service

Use the stop-service route and keep final bill details. If you are renting or selling, document the final date and where the final bill should go.

Service item
Official detail
What to do
Service initiation fee
$50 service initiation fee appears on the first bill to cover administrative and service costs.
Budget for it in addition to usage and deposit.
Deposit requirement
Durham requires deposits for initial connection of water and sewer service; deposits apply to renters and owners.
Use the meter-size deposit table or call 919-560-1200.
Renters
If renting, Durham’s deposit page says an official undoctored lease is needed for services to be initiated.
Upload or provide the complete lease as requested.
Typical residential meter
5/8-inch meter deposit is listed as $100.
Most homes have a 5/8-inch meter, but verify if property is larger or commercial.
Deposit exemption possibilities
Acceptable letter of credit, current Durham service with one-year history of no cutoffs/past dues, or other credit reference acceptable to Customer Service Operations Manager may apply.
Ask before paying if you have a strong prior utility history.
Portal availability
The online customer portal will not be accessible until first bill is generated.
Keep the emailed 12-digit account number and call for interim questions.
Stop service / final bill
Use the stop-service request route.
Confirm final read date, final mailing address and whether deposit is applied to outstanding charges.
Start Water Service Start / Stop / Transfer Deposit & Disconnection Fees Current Rates

FY27 Water and Sewer Rates, Service Charges and Bill Calculator

Effective date

FY27 rates apply to bills issued on or after August 1, 2026.

Water tiers

Durham uses tiered water rates per 100 cubic feet, or ccf.

Sewer volume

FY27 sewer volume charge is listed at $6.40 per 100 cubic feet.

Outside city

Customers outside city limits have rates and service charges doubled.

FY27 rate item
Listed amount / rule
Customer check
Water Tier 1
0-2 ccf: $2.98 per 100 cubic feet.
Use lower tiers first; tiered structure rewards lower use.
Water Tier 2
More than 2-5 ccf: $4.50 per 100 cubic feet.
Compare current use to prior months before assuming error.
Water Tier 3
More than 5-8 ccf: $4.93 per 100 cubic feet.
Check toilets, irrigation and extra household use.
Water Tier 4
More than 8-15 ccf: $6.42 per 100 cubic feet.
Summer outdoor use can push bills into this tier.
Water Tier 5
More than 15 ccf: $9.63 per 100 cubic feet.
Large jumps often suggest irrigation, leak or unusual use.
5/8-inch service charge
FY27 service charges listed: water $11.48 and sewer $12.65.
5/8-inch is typical residential meter size, but verify your meter.
Sewer volume charge
FY27 monthly sewer volume charge: $6.40 per 100 cubic feet.
Sewer charges are billed at a flat rate for all customers according to the rate page’s explanation.
Sewer-only fixed rate
FY27 fixed sewer-only customers without water meters: $32 for 1-2 persons, $44.80 for 3 persons, $57.60 for 4+ persons.
Use only if you are a sewer-only customer without a water meter.
Durham County sewer customers
Rates are set annually by Durham County Commissioners for Durham County sewer customers.
Call 919-560-1200 if your bill is not calculated under the City schedule.

Bill calculator tip: Durham’s rate page includes a bill calculator. Before estimating, confirm customer type, billing frequency, meter size, consumption units, inside/outside city status and whether any Durham County Triangle Wastewater Treatment Plant variation applies.

Current Water & Sewer Rates About Tiered Rates Deposit & Disconnection Fees

High Bill, Estimated Read, Leak, Sewer Charge or Yard-Waste Line?

Double-check

Durham says unusually high readings are double checked before bills are mailed.

Estimated bill

Back-billing can happen if a previous bill was estimated because an actual read could not be obtained.

Data logging

Customer service can assist with data logging to track water use.

Adjustments

Durham customer service can help determine if plumbing, swimming pool or City leak adjustment may apply.

Bill clue
Likely cause
Customer check
Provider question
Water and sewer both jumped
Toilet leak, plumbing leak, estimated/corrected reading or more indoor use.
Turn off all water and watch meter, test toilets, check under sinks and water heater.
“Was this an actual or estimated read, and can I get data logging or a water-use assessment?”
Water jumped during summer
Irrigation, hose-end sprinkler, pool fill, car wash, garden watering or leak.
Review Stage 2 restrictions, irrigation controls, hoses and outdoor spigots.
“Could outdoor use push me into higher water tiers?”
Bill includes stormwater
Annual stormwater fees can be included in monthly water bills.
Separate stormwater from water and sewer before disputing usage.
“Which department controls the stormwater charge and is there a credit or correction process?”
Bill includes yard waste
Optional yard-waste service charges can appear on the monthly water bill.
Check whether yard-waste subscription is active.
“Is the charge from water/sewer or optional yard-waste service?”
Bill corrected after estimated reads
Prior estimated bill based on recent use may be corrected when actual reading becomes available.
Compare prior bills for “estimated” language and current meter read.
“Can you show which month was estimated and how back-billing was calculated?”
New meter, changed meter or inaccessible meter
Damaged, non-transmitting or inaccessible meter can affect reads.
Clear meter area and photograph current reading.
“Was my meter damaged, not transmitting, inaccessible or changed out?”
High-bill script: “My Durham water bill increased from [old amount/ccf] to [new amount/ccf]. I checked toilets, irrigation, hoses, meter movement, pool fill, yard-waste/stormwater lines and prior estimated readings. Can you review the read type, account notes, possible data logging, water-use assessment and any plumbing, pool or leak adjustment option?”
Water Account Adjustment Other Billing Concern Customer Billing Services

Stage 2 Water Shortage Response and Current Outdoor Rules

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No spray irrigation

Durham says Stage 2 prohibits spray irrigation of landscapes with city water, including hose-end sprinklers. There are no watering days under Stage 2.

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Allowed watering

Drip irrigation, hand watering and tree or shrub watering bags are still allowed under the City’s Stage 2 page.

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Enforcement

Stage 2 restrictions are enforceable under the Water Efficiency ordinance and violations may result in civil penalties and service termination.

Stage 2 rule
What Durham says
Practical action
Spray irrigation
Suspended; no watering days with city-water spray irrigation.
Turn off sprinkler controller and hose-end sprinklers.
Hand watering / drip
Allowed.
Use shutoff nozzles and water only what matters most.
Fountains, ponds and pools
Do not add water to decorative fountains, ponds or pools unless water is recycled; pools may be topped only as needed for evaporation/spillage and chemical feeders.
Document pool maintenance if questioned.
Vehicles
Do not use city water to wash vehicles except at a commercial or institutional car wash.
Use a compliant commercial car wash or delay washing.
Hard surfaces
Do not use city water to clean sidewalks, driveways, decks or building exteriors except health/safety issue or before painting.
Use broom or non-city water source where lawful.
Restaurants / large users
Restaurants serve drinking water only when requested; users over 100,000 gallons/day should aim to reduce use by 30% and document efforts.
Commercial customers should create a written conservation log.
Durham Saves Water Outdoor Watering Schedule Report Water-Use Violation Water Supply Status

Water Main Breaks, Sewer Backups, No Water and Water Quality

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Main break / no pressure

Report water main breaks, no water pressure or water-quality issue to 919-560-4344 or 919-560-1200. Be ready to share location details.

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After service returns

Durham says to flush the bathtub’s cold water. If cloudy or discolored, run until clear and continue 4-5 minutes; call 919-560-4344 if it does not clear.

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Daupler Notify

Durham advises customers to sign up for Daupler Notify so the City can send alerts and updates about water outages.

Problem
Call / route
Say this / do this
Water main break in street
919-560-4344 or 919-560-1200.
“Water is leaking/gushing at [address/cross street]. It started [time].”
No water pressure
Water main break / water issue route.
Say whether it affects one fixture, whole home, neighbors or street.
Discolored water after break
Flush bathtub cold water; call 919-560-4344 if it does not clear.
Report color, address and whether nearby properties are affected.
Sewer overflow or backup
Water and Sewer Maintenance / Durham One Call.
Stop using water if sewage is backing up and keep people away from contaminated water.
Service interruption alerts
Daupler Notify.
Sign up or update contact details so outage updates reach you.
Annual water quality
City of Durham Water Quality Report.
Read the current report for compliance, source, PFAS, lead/copper and monitoring results.

Water quality update: Durham announced its 2025 Water Quality Report in June 2026 and said the Department of Water Management remained in 100% compliance with federal drinking-water quality standards for 2025.

Water Main Breaks Report a Problem Sewer Overflows & Backups Water Management

City of Durham Water vs Durham County, OWASA, Apartment Billing or Ontario

If your bill says…
Likely route
Verify before paying
City of Durham water / sewer / stormwater / yard waste
Use DurhamNC.gov, the Durham Utility Billing portal, 919-560-1200, City Hall, Mist Lake or the Dallas payment lockbox.
12-digit account number, service address, bill date and due date.
Durham County Utilities
Use Durham County’s utility billing route, not City of Durham water billing.
County provider name, account format and payment portal.
OWASA
Use Orange Water and Sewer Authority customer-service/payment routes.
Chapel Hill/Carrboro or OWASA service-area account details.
Apartment, landlord or property manager
Use lease, resident portal or property manager unless the City bills you directly.
Whether water is direct-billed, submetered, allocated or included in rent.
Duke Energy, Piedmont Electric or Dominion Energy
Electric or gas provider, not the water bill.
Do not use water portal for power/gas service.
Region of Durham / Durham.ca
Ontario, Canada regional water service.
Different country and provider; do not pay through Durham NC.

Portal check: if the City of Durham portal cannot find your account, stop and call 919-560-1200. Do not guess account numbers or pay through a similarly named Durham water page.

Durham Customer Billing Office Map

Use this map for Customer Billing Services at Durham City Hall, 101 City Hall Plaza. Call before going if your issue involves disconnection, reconnect timing, hardship request, payment plan, deposit, start/stop service or account correction.

Route
Address / phone
Use for
Important note
Customer Billing Services
101 City Hall Plaza, 1st Floor, Durham, NC 27701; 919-560-1200
Billing questions, payment help, arrangements, start/stop service and account issues.
Monday-Thursday 8 AM-5 PM; Friday 10 AM-5 PM.
Phone payment
919-560-1200, option 1
Automated payment by phone.
Have the 12-digit account number ready.
Mist Lake cash payment
1600 Mist Lake Drive, Durham, NC
Cashier counter cash payment option listed by the City.
Bring bill/account number.
Mail payment
City of Durham, P.O. Box 738527, Dallas, TX 75373-8527
Check or money-order payment with payment stub.
Allow mailing and posting time.
Water main / sewer emergency
919-560-4344 or 919-560-1200
Main breaks, sewer backups, sewer odors, no-water, pressure and quality issues.
Report location and contact info so crews can assess severity.

Durham Water Utility FAQ

How do I pay my Durham water bill online?

Use the City of Durham Utility Billing portal linked from DurhamNC.gov Customer Billing Services. You can log in, enroll, or make a one-time payment. Have your 12-digit account number and service address or mailing ZIP information ready.

What is the Durham water bill phone number?

Call Durham One Call / Customer Billing Services at 919-560-1200. To pay by phone, press option 1 and have your 12-digit utility account number ready.

Where is Durham Customer Billing Services?

Customer Billing Services is at 101 City Hall Plaza, 1st Floor, Durham, NC 27701. Listed hours are Monday through Thursday from 8 AM to 5 PM and Friday from 10 AM to 5 PM.

Where do I mail a Durham water bill payment?

Mail a check or money order with your payment stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527. Do not rely on mail if a disconnect deadline or payment arrangement deadline is close.

When is my Durham water bill due?

Durham says payment is due 21 days after the billing date on the statement. If the amount due is not paid within 21 days, a 1% late charge accrues on the unpaid balance.

What happens before Durham disconnects water for nonpayment?

After approximately 30 days, Durham may send a notice with a disconnect date and the amount that must be paid by 5 PM the day before the disconnect date. If charges are not paid by the disconnect date, service can be disconnected and water will not be restored until all charges are paid.

Does Durham offer water bill assistance?

Yes. Durham lists payment arrangements, payment plans and Water Hardship Assistance. Short-term arrangements can extend a current bill by 5, 10 or 15 days. Payment plans may spread a past-due balance over 3, 6 or 9 months. Hardship assistance may include monthly credits or one-time situational help for eligible customers.

How do I start Durham water service?

Use Durham’s Start Water Service request. Allow 3-5 days for processing, attach required documents, monitor your email, and budget for the $50 service initiation fee plus any required deposit. New customers receive the 12-digit account number by email after the request is complete.

What is the Durham water main break number?

Report water main breaks, no water pressure or water-quality problems to 919-560-4344 or 919-560-1200. After service returns, flush the bathtub’s cold water and call 919-560-4344 if cloudiness or discoloration does not clear.

Are Durham outdoor watering restrictions in effect?

Yes, Durham’s Stage 2 Water Shortage Response was in effect in 2026. Stage 2 suspends spray irrigation with city water, including hose-end sprinklers. Hand watering, drip irrigation and tree or shrub watering bags remain allowed under the City’s Stage 2 guidance.

30-Second Durham Water Utility Checklist

Pay/login: use the City of Durham Utility Billing portal linked from DurhamNC.gov Customer Billing Services.

Phone: 919-560-1200; press option 1 for phone payment.

Office: Customer Billing Services, 101 City Hall Plaza, 1st Floor, Durham, NC 27701.

Cash: City page lists City Hall and Mist Lake, 1600 Mist Lake Drive.

Mail: City of Durham, P.O. Box 738527, Dallas, TX 75373-8527.

Due date: 21 days after bill date; 1% late charge accrues on unpaid balance after that.

Disconnection: pay by 5 PM the day before the listed disconnect date; service is restored only after all charges are paid.

Help: ask about 5/10/15-day arrangement, 3/6/9-month payment plan or Water Hardship Assistance.

Rates: FY27 rates apply to bills issued on or after August 1, 2026; outside-city rates and service charges are doubled.

Emergency: report main breaks, sewer backups, no-water or pressure issues to 919-560-4344 or 919-560-1200.

Water Bill Payment, Leak & Utility Help Toolkit

Use this free helper to find the official water bill portal, avoid unsafe payment pages, handle late bills, troubleshoot high usage, prepare start/stop service documents, and contact the utility office with the right details.

Find official payment pages safely
Prepare before late fees or shutoff
Check high bill and leak causes
Useful on every city water guide

Official Water Bill Portal Finder

Enter your city, state, and utility name. This tool creates safe search shortcuts for the official bill pay portal, customer service page, outage line, and start/stop service page.

Safety tip: Use the official city, county, or utility website when paying a water bill. Do not enter card or bank details on a page that only looks like a payment portal but does not clearly identify the official utility.

Safe Water Bill Payment Checklist

Before paying online, use this checklist to reduce the risk of wrong payment, duplicate payment, missed receipt, or third-party confusion.

Important: Some official utilities use third-party processors. That can be normal, but the payment processor should be linked from the official utility website and show clear fee/payment details.

Late Bill, Shutoff Notice & Reconnection Action Plan

Select your situation and get practical next steps. This helps users act quickly without guessing.

Do not wait: If you received a shutoff notice, online payment alone may not stop disconnection. Call the utility billing office and save your confirmation number.

High Water Bill & Leak Troubleshooter

A high bill can be caused by leaks, irrigation, estimated readings, seasonal use, or account/meter issues. Choose the closest problem below.

Quick leak test Turn off all water, then check whether the meter still moves.
Toilet check Put food coloring in tank. If color reaches bowl without flushing, there may be a leak.
Ask utility Request usage history, meter reread, leak adjustment policy, and payment arrangement options.

Start, Stop or Transfer Water Service Checklist

Moving in or out? Choose your situation and prepare the details most utilities commonly request.

Your preparation checklist

Move-out tip: Ask for a final meter read, final bill date, refund/deposit process, and confirmation number when stopping service.

Payment Assistance & Arrangement Finder

If you cannot pay the full water bill, this guide helps you decide what to ask before disconnection or extra fees.

Helpful document list: Keep your account number, photo ID, service address, bill copy, shutoff notice, income proof if needed, repair receipt if leak-related, and payment confirmation numbers.

Water Department Call Script Generator

Generate a clear call or email script before contacting the utility billing office.

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