Customer Billing Services
The Customer Billing Services Division is primarily responsible for the billing functions related to water and sewer services. This includes initiating accounts, account billing, account inquiries, disconnecting services, and closing accounts. Citizens may initiate additional water and sewer services through Customer Billing Services such as meter re-reads and
water use assessments.
Questions regarding bills, water meter reading, water and sewer accounts, and past due accounts can be directed to
Durham One-Call at (919) 560-1200. CBS is located on the 1st Floor of City Hall, 101 City Hall Plaza.
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 by 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.
Please keep in mind that for all types of accounts you must contact Customer Billing Services at least twenty-four (24) hours prior to connection. All applicable deposits must be paid prior to water being placed in your name.
To Discontinue Service:
All customers may call Customer Billing Services to have service disconnected. A twenty-four (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.
Billing Procedures:
Your bill is prepared the business day after your water meter is read. Commercial, industrial and institutional meters, which are 1.5 inches or larger, are read monthly. Residential and small business meters, which 1 inch or smaller, are ready bi-monthly (every 2 months). Unusually high readings are double checked before bills are mailed. If you feel that 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% will accrue on the unpaid balance. Once your second bill is sent, both bills are due by the date indicated on that bill. If billed charges have not been paid within 40 days, 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.
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.
Bill Payment:
There are several ways to pay your bill:
- Utility payments can be made online at our e-Durham site.
- Come to the Customer Billing Services office at City Hall and pay by cash, check, credit card, or electronic draft.
- Mail your payment by check or money order to:
City of Durham
P.O. Box 30040
Durham, NC 27702-3040
- Set up a bank draft for your water account.
- Make a deposit in the night drop box located at City Hall's Mangum Street entrance (if bill is NOT past due).
Send Other Correspondence to:
City of Durham
P.O. Box 591
Durham NC 27702-0591