Customer Billing Services
Customer Billing Services (CBS) staff are committed to providing timely and accurate billing for water and sewer services. Staff handle setting up new accounts, account billing, account inquiries and investigation/evaluations, disconnecting/reconnecting services for non-payment, and closing accounts. Residents may request additional water and sewer services such as water use assessments through Customer Billing Services.
Durham One Call
Questions about bills, water meter readings, water and sewer accounts, and past due accounts can be directed to Durham One Call at 919-560-1200.
Water Into Trees
You can help the City of Durham plant more trees by making a donation to the Water Into Trees program through your water bill. Your donation through this optional program will be used exclusively by Durham’s urban forestry program to purchase additional trees for streets, parks, and green spaces. Trees provide Durham residents with clean water and air, healthy places for outdoor activities and exercise, energy conservation, and increased property values.
How to Pay Your Bill
There are several ways to pay your bill:
- Utility payments can be made online at the city’s e-Durham website
- Pay by phone - call 919-560-1200, Option 1.
- Pay by cash, check, credit card, or electronic draft at the cashiering counter at City Hall
- Mail your payment by check or money order with payment stub to:
City of Durham
P.O. Box 30041
Durham, NC 27702-3041
- Set up a bank draft (PDF) for your water account
- Make a deposit in the night drop box located at City Hall's Mangum Street entrance
Starting a New Service
If you are buying or already own the property for which you are requesting service, you may call Durham One Call at 919-560-1200 to put the service into your name. If you are renting/leasing the property for which you are requesting services, you must provide Customer Billing Services with a copy of your lease and pay the required deposit.
To set up a business account, you may call or come by the office. A deposit is also required for these accounts. Keep in mind that for all types of accounts you must contact Customer Billing Services at least one business day prior to connection, and services will be connected by the end of the next business day. All applicable deposits must be paid either prior to water being placed in your name or applied to the first billing statement.
How to Discontinue Service
Customers may call Durham One Call at 919-560-1200 to request service disconnection. One business day notice is required, and disconnection of services will take place by the end of the next business day. Any deposits will be applied to the final bill.
How Your Bill Is Processed
Bills are processed on a monthly basis the next business day after the water meter is read. Unusually high readings are double checked before bills are mailed. If after reviewing your bill, you feel it is incorrect, you may call a customer service representative for assistance.
Payment is due 21 days after the billing date on your statement. If the amount due is not paid within 21 days, late charges of either $5 or 1 percent (whichever is greater) will accrue on the unpaid balance.
After approximately 30 days, you will receive a notice with a disconnect date instructing you of the amount which must be paid by 5 p.m. the day PRIOR to the disconnect date. If charges are not paid by the disconnect date, your service will be disconnected for non-payment and a penalty charge will be added to your account. Water service will not be restored until all charges are paid.