City of Durham Water Department: Pay Water Bill, Customer Billing, Start/Stop Service, Assistance and Emergency Help
Durham water customers often need the official payment portal, a customer billing phone number, a mail address, help opening or closing service, a hardship assistance route, a leak adjustment policy, or the emergency number for a water main break or sewer overflow. This guide keeps the official City of Durham Water Management and Customer Billing resources in one practical mobile-friendly page.
Pay water bill
Use the official Make a Payment page and Utilities Customer Portal for online water bill payment.
Billing phone
Call 919-560-1200 for Customer Billing. For phone payment, choose Option 1.
Bill assistance
Durham lists monthly credits and hardship assistance for eligible utility customers.
Emergency report
Call 919-560-4344 for water main breaks, sewer overflows or sewer odors.
Main Official City of Durham Water Department Links
How to Pay Your City of Durham Water Bill Online, by Phone, Mail or In Person
Durham water bills can include monthly water use, annual stormwater fees and optional yard waste services. The City lists several payment methods, including online portal, phone, cash counter and mail payment.
| Payment method | Official detail | Practical action |
|---|---|---|
| Online payment | Use the City’s Utilities Customer Portal from the Make a Payment page. | Start from official Make a Payment page. |
| Phone payment | Call 919-560-1200, Option 1. | Keep account number, service address and payment details ready. |
| In-person cash | Cash payments can be made at the cashiering counter at Mist Lake, 1600 Mist Lake Drive, or at City Hall. | Use in-person route if you need receipt or cashier help. |
| Mail payment | Mail check or money order with payment stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527. | Mail early and include the payment stub/account details. |
| Account help | Customer Billing Services handles questions about charges, meter readings, payment difficulties and water use assessments. | Call 919-560-1200 before the issue becomes urgent. |
Start, Stop or Transfer Durham Water Service
Customer Billing Services can help open or close a water account and answer questions about charges, meter readings, payment difficulties and water use assessments. Use the official Start/Stop/Transfer route when moving in, moving out or changing account responsibility.
| Situation | Best official route | Details to keep ready |
|---|---|---|
| Moving into Durham | Start/Stop/Transfer Service or Durham One Call at 919-560-1200. | New service address, move-in date, customer name and contact details. |
| Moving out | Close account through Customer Billing Services. | Account number, old service address, final date and forwarding address. |
| Transferring service | Start/Stop/Transfer Service page. | Current account, old address, new address and transfer date. |
| Billing dispute or meter question | Customer Billing Services. | Bill copy, meter reading concern, usage history and payment proof. |
Durham Water Bill Assistance: Monthly Credits, Hardship Help and Payment Difficulties
The City of Durham lists utility bill assistance options for qualifying customers. These include monthly bill credits for eligible homeowners or tenants and one-time situational hardship help for eligible outstanding balances.
| Assistance type | Official detail | Best next step |
|---|---|---|
| Monthly bill credits | Qualifying homeowners with Elderly/Disabled or Disabled Veteran property-tax exemptions, or tenants with Section 8 vouchers, may receive $10 water and $10 sewer credit monthly. | Review Utility Bill Assistance and submit documentation annually if eligible. |
| Situational hardship | The City may cover up to 75% of an eligible outstanding balance; the customer pays at least 25%. | Apply before the account becomes harder to manage. |
| Limit rules | Assistance is generally limited to no more than two billing periods of average usage, with exceptions for promptly repaired unanticipated leaks. | Prepare bill history, hardship proof and repair proof if leak-related. |
| Payment difficulty | Customer Billing Services handles payment difficulties. | Call 919-560-1200 and ask about assistance or account options. |
High Durham Water Bill, Leak Adjustment and Water Use Assessment
A high Durham water bill can come from a leak, running toilet, irrigation, household change, meter reading, unpaid balance or normal seasonal use. The City lists policies for leak adjustments and offers Water Use and Efficiency Assessments to help identify leaks and consumption patterns.
| Issue | Official guidance | Practical action |
|---|---|---|
| Leak adjustment | Adjustments may be made for water and/or sewer charges in excess of twice average monthly usage shown to be caused by a leak. | Repair the leak, keep proof and contact Customer Billing Services. |
| Adjustment limit | The City adjusts for only one leak within any 12-month period and may limit or deny credit based on proof and circumstances. | Submit clear documents and do not delay. |
| Water Use Assessment | The assessment identifies leaks and evaluates current consumption and water use patterns. | Use this if you cannot explain a high bill or want conservation help. |
| Visual inspection | The assessment includes a visual inspection of water-using fixtures and appliances, flow measurements and leak identification. | Check toilets, faucets, irrigation, hose bibs and water heater before appointment. |
Report Durham Water Main Breaks, Sewer Overflows, Sewer Odors and Backups
Billing questions and emergency water/sewer problems should be routed differently. Call Customer Billing for bills. Call Water and Sewer Maintenance immediately for water main breaks, sewer overflows and sewer odors.
| Problem | Official number | What to say |
|---|---|---|
| Water main break | 919-560-4344 | Give exact location, nearest address, cross street and whether water is entering road, yard or property. |
| Sewer overflow | 919-560-4344 | Describe overflow location, smell, backup, property impact and urgency. |
| Sewer odor | 919-560-4344 | Provide address, odor timing, indoor/outdoor location and any visible overflow. |
| Non-emergency city issue | Durham One Call: 919-560-1200 | Use Durham One Call for non-emergency city service questions or requests. |
City of Durham Water Department Phone Number, Address, Mail Payment and Map
Use these official Durham contacts for water bill questions, payment help, start/stop service, account questions, leak review, water use assessment and emergency reporting.
Customer Billing Services
Phone: 919-560-1200
Physical address:
1600 Mist Lake Drive
Durham, NC 27704
Mailing address:
101 City Hall Plaza
Durham, NC 27701
Payment mail and emergency
Mail payment:
City of Durham
P.O. Box 738527
Dallas, TX 75373-8527
Water/sewer emergency: 919-560-4344
Durham One Call text: 919-813-6315
Map shows Customer Billing Services at 1600 Mist Lake Drive, Durham, NC 27704. For water bill payment, start from the official City of Durham Make a Payment page.
Common Durham Water Bill Mistakes That Cause Delays or Extra Stress
Most issues can be handled faster when you use official links, call the right number, save proof and ask for assistance early.
| Mistake | Why it creates trouble | Better action |
|---|---|---|
| Using unofficial payment pages | Payment may be delayed, misdirected or charged through unnecessary third-party services. | Start from durhamnc.gov Make a Payment or Customer Billing Services. |
| Mailing without payment stub | Processing can be delayed if the account is not clearly identified. | Include payment stub and account details with check or money order. |
| Calling billing for a water main break | Emergency issues need immediate Water and Sewer Maintenance routing. | Call 919-560-4344 for water main breaks, sewer overflow or sewer odor. |
| Waiting too long on a leak | Leak adjustment rules depend on proof, timing and usage history. | Repair the leak, keep proof and contact Customer Billing Services quickly. |
| Ignoring assistance options | Hardship assistance may require eligibility review and customer contribution. | Review Utility Bill Assistance and call 919-560-1200 early. |
City of Durham Water Department FAQs
These answers cover common searches about Durham water bill payment, phone numbers, mail address, start/stop service, hardship assistance, leak adjustments, high bills and emergency reporting.
QHow do I pay my City of Durham water bill online?
Use the official City of Durham Make a Payment page and select the water bill, stormwater and yard waste payment route. The City links customers to the Utilities Customer Portal.
QWhat is the Durham water bill phone number?
Call Customer Billing Services at 919-560-1200. For phone payment, the City says to call 919-560-1200 and choose Option 1.
QWhere do I mail my Durham water bill payment?
Mail check or money order with the payment stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527.
QWhere can I pay a Durham water bill with cash?
The City says cash payments can be made at the cashiering counter at Mist Lake, 1600 Mist Lake Drive, or at City Hall.
QWhat is the City of Durham Department of Water Management?
The Department of Water Management handles city water services, including pay-my-bill, start/stop service, reporting problems, saving water and water information resources.
QHow do I start or stop Durham water service?
Use the official Start/Stop/Transfer Service page or call Durham One Call/Customer Billing at 919-560-1200.
QWho do I call for a Durham water main break?
Call 919-560-4344 immediately to report a water main break.
QWho do I call for a sewer overflow, sewer backup or sewer odor in Durham?
Call Water and Sewer Maintenance at 919-560-4344. The City says calls after hours, on weekends or on City-recognized holidays are routed to an answering service that dispatches on-call crews.
QDoes Durham offer water bill assistance?
Yes. The City lists monthly credits for qualifying customers and situational hardship assistance that may cover up to 75% of an eligible outstanding balance, with the customer paying at least 25%.
QCan Durham adjust a bill after a leak?
Yes. City policy says leak adjustments may be made for water and/or sewer charges in excess of twice average monthly usage shown to have been caused by a leak, subject to limits, proof and circumstances.
QCan Durham help find why my water use is high?
Yes. The City offers Water Use and Efficiency Assessments to identify leaks and evaluate consumption patterns for single-family homes and small businesses.
QWhat is Durham One Call?
Durham One Call is the City’s hub for information about City programs and services and for submitting non-emergency issues. You can call 919-560-1200, text 919-813-6315, use the app or submit online.
QIs Water-Department.org the official City of Durham website?
No. This is an independent guide. Official payments, billing decisions, service requests, assistance, leak adjustments and emergency reporting must be handled through the City of Durham and official resources.
Official Sources for City of Durham Water Customers
Use these official resources for final confirmation before paying, calling, mailing payment, requesting assistance, checking a leak adjustment or reporting a water/sewer emergency.
| Official source | Use it for | Open |
|---|---|---|
| Make a Payment | Official city payment route for water bill, stormwater fees, yard waste and other city payments. | Open payment page |
| Customer Billing Services | Online payment, phone payment, in-person cash, mail payment, account questions and payment difficulties. | Open customer billing |
| Department of Water Management | Water department homepage, payment, start/stop, report-a-problem and water conservation links. | Open Water Management |
| Start / Stop / Transfer Service | Opening, closing or transferring water accounts. | Open service page |
| Report a Problem | Water main break, sewer overflow and sewer odor reporting. | Open report page |
| Utility Bill Assistance | Monthly credits, hardship assistance and eligibility details. | Open assistance page |
| Customer Service Policies | Leak adjustment rules, billing policies and customer service policy details. | Open policies |
| Water Use & Efficiency Assessment | Leak identification, water audit, usage pattern review and water efficiency recommendations. | Open water assessment |
Pay Smarter, Check High Bills, Start Service, Avoid Shutoff and Find Official Water Department Links
Use this free tool before paying a water bill, setting up autopay, starting or stopping service, checking a high bill, requesting leak help, or looking for the official water department portal. It gives practical next steps without collecting your account number or personal details.
What water bill or service problem do you need to solve?
Choose your situation. The tool will suggest the safest next step, what to prepare, and which official page to check first.
Start from the official water department, city, county or utility website before entering account details. Avoid random payment ads and look-alike bill pay sites.
Before paying a very unusual bill, check meter reads, toilet leaks, irrigation use, estimated bills, late fees, and whether your utility offers a leak adjustment.
Water Bill Payment Route Helper
Choose how you want to pay. The tool will tell you what to prepare and the safest payment path.
High Water Bill Checker
Compare your normal bill with the new bill and get a practical investigation path before calling customer service.
Leak Check and Adjustment Checklist
Use this before requesting a leak adjustment, disputing a bill, or calling the water department about high usage.
Start, Stop or Transfer Water Service Helper
Use this before moving, opening a new account, closing an old account, or transferring service to another address.
Past Due, Shutoff and Reconnection Helper
Use this if your account is late, disconnected, at risk of shutoff, or you need a payment plan or assistance program.
Simple Water Usage Cost Estimator
Estimate a rough bill from base charge, usage units, rate per unit, sewer charge, stormwater fee and service fees. Official tiered rates may be different.
Official Water Department Resource Finder
Enter city/utility and state to create safe searches for the official water bill portal, phone number, outage page, assistance, start service, leak adjustment, and Water-Department.org guide.
Water Department vs Payment Processor
- Water department: account help, service start/stop, leaks, repairs, shutoff, assistance.
- Payment processor: card/eCheck payment screen, payment fee, confirmation number, posting time.
Best sitewide placement
Add this tool after the main payment section or before FAQs. It helps users solve the next problem after reading the article.
Important safety note
This tool gives educational guidance only. Always confirm payment portals, phone numbers, account balance, assistance rules and reconnection steps with the official water department or utility.