How to Initiate 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 the property for which you are requesting service, you must come to the Customer Billing Services office 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 24 hours prior to connection. All applicable deposits must be paid prior to water being placed in your name.
How to Discontinue Service
All customers may call Customer Billing Services to have service disconnected. A 24 hour notice is required. Any deposits paid at service connection will be applied to the final bill. Overages will be refunded to the customers.
How Your Bill is Processed
Bills are typically processed the next business day after the water meter is read. Commercial, industrial and institutional meters, which are 1.5 inches or larger, are read on a monthly basis. Residential and small business meters, which 1 inch or smaller, are read bi-monthly (every two months). Unusually high readings are double checked before bills are mailed. If after reviewing your bill, you feel your meter reading is incorrect, you may call and ask that a field service representative re-read your meter. After the meter has been re-read, you will be contacted by telephone or postcard with the results of the re-read.
For meters/accounts read and billed monthly,
payments are due 21 days after the billing date
on your statement. If the amount due is not paid
within 21 days, late charges of 1 percent will
accrue on the unpaid balance. Once your next
bill is sent, both bills are due by the date
indicated on that bill. If billed charges have
not been paid within 40 days, 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
For meters/accounts read and billed bi-monthly, payments are due 21 days after the billing date on your statement. If the amount due is not paid within 21 days, a letter is sent as a reminder that the payment has not been received. You will be given 10 days to pay the bill. If the amount due is not paid within the 10-day period, a letter of intent to disconnect will be mailed with a disconnection date on the letter. If charges have not been 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.
Send Other Correspondence to: City of Durham, Customer Billing and Services101 City Hall Plaza - 1st FloorDurham NC 27701 Deposit and Disconnection Fees