Durham One Call - Make a Service Request

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Durham One Call is your hub for information about City programs and services as well as the way to submit non-emergency issues. Please dial 911 to report all emergency situations.
  1. Submit Online

    Quickly submit service requests
    with the online request form
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  1. Representatives are available
    in English and Spanish
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  1. Download Our App

    Get the Durham One Call app
    for Apple or Android
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Frequently Asked Questions & Services

New water service can be requested through the Durham One Call online request form. Click on the Water Management tab in the form to submit your request. You may have to scroll to the bottom of the form to view the Water Management tab.

If you are leasing the property for which you are requesting water service, you will be asked to upload a signed copy of your lease. If you have just purchased the home we may need a copy of your closing statement.

Many changes or requests can be made by submitting an online request form or contacting Durham One Call. Please note that the majority of account information and/or changes can only be made by the verified account holder or their authorized designee.

Visit Customer Billing Services’ online customer portal. For assistance using the portal, view a list of FAQ's.

We know that many in our community have lost their jobs, businesses, and healthcare coverage in this pandemic. We don’t want anyone to go without water due to financial difficulties. We can work with you to develop a monthly payment plan or provide a list of community resources that may offer financial support. Please select one of the options below.

apply for a monthly payment plan apply to the water hardship fund

Water Management does not charge a reconnection charge. However, a delinquency fee is charged to customers as part of the collection process, this fee covers the cost of reconnection after payment has been received.

You can find a schedule of the City's trash, recycling, and bulky items pickup customized for your location on the City's Solid Waste Department web page, located here. On the same page, you can also find information about scheduled special items pickup events, such as Shred-a-Thons and E-Waste events.

Before contacting the City about missed trash, please verify on the Solid Waste website that it is your scheduled trash pickup day. If your trash was indeed scheduled to be picked up, please contact Durham One Call via phone, app, or our online request form to report missed trash collection. Please do note that trucks may be running late due to mechanical or weather-related issues, so please give us a reasonable window of time before contacting us to report missed trash collection. p>

You can request a replacement garbage or recycling cart by contacting Durham One Call via phone, app, or our online request form. Please allow the City at least one business day to deliver replacement cart.

One Call staff will review your request in the order it was received and route it to the appropriate City staff. You can receive email updates and check the status of your request with the account you created when you submitted your request. Response times vary by request, department servicing request, and volume of requests received, so please be patient as we work to resolve your request.