Start Water Service

Whether you are new to Durham or changing locations, starting your water/sewer service is a simple process if you follow these steps.

STEP 1: REVIEW REQUIREMENTS AND FEES

Timeframe to Start Service

  • To allow time to process your request and start service, contact us at least 3 days prior to your desired connection date.
  • Online requests take 3-5 business days to process.

Fees & Deposits

  • Service Initiation Fee: A $50 service initiation fee will appear on the first bill to cover administrative and service costs.
  • Deposit: The City also requires a deposit for initial connection of water and sewer services.
  • Past Due Balances must be paid prior to starting services at a new location.
    • If you are unsure if you owe a balance, you can contact our office at 919-560-1200 and provide your previous service location so that we may review your records.

STEP 2: GATHER INFO AND DOCUMENTS TO SUBMIT

If you are a property owner, you will need:

  1. Property Purchase Documents
    • First page of the closing disclosure
    • Signature page of the closing disclosure 
  2. Driver’s License (preferred)

  3. Social Security number or Passport number

  4. Date of Birth

If you are a renter or lessee, you will need:

  1. Valid copy of your lease
    • First page of the lease that shows the location, tenant and landlord names, and the rental timeframe
    • Signature page signed by all parties (renter and landlord)
  2. Driver’s License (preferred)

  3. Social Security number or Passport number

  4. Date of Birth

STEP 3: SUBMIT YOUR REQUEST

  • Submit your request online using the form at the bottom of this page. 
  • Attach one document through the "attach-a-photo" feature on the form.
  • After you submit your request, you will be able to attach additional documents using the comment section of the form.

STEP 4: Write down your confirmation number

  • Write down your confirmation number in a convenient location, as this is how staff will be able to further assist you.

STEP 5: WHAT TO EXPECT NEXT

  • Monitor your email. If additional information is needed, you will receive an email requesting the information.
  • Your request cannot be completed until we have all of the appropriate documentation and information.

STEP 6: THINGS TO DO ONCE YOUR SERVICE IS ESTABLISHED

  • Once your request is completed, you will receive an email with your full 12-digit account number
  • After receiving your first bill, you will be eligible to utilize our online customer portal to make payments, view your bills, sign up for e-billing, and even text-to-pay options.
  • Make sure to update and maintain current contact information

NEED ASSISTANCE?

To check the progress of an online request, call 919-560-1200. Please be ready with the following information:

  • Date of Birth (DOB)
  • Social Security Number (SSN)
  • Online Request Number

Visit our Frequently Asked Questions page for information about online billing.


Online Request Form Experiencing Issues for New Users: We‘re working to fix issues for new customers setting up an account. If the form below is not working for you, please call 919-560-1200 or submit an online request through the Durham One call app on iPhone or Android. Thank you for your patience.