Durham One Call - Make a Service Request
Frequently Asked Questions & Services
- I submitted a request using the Durham One Call online request form. What happens now?
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.
- How do I start new water service?
- How can I make changes to my water billing account?
Many changes or requests can be made by submitting an online request form or contacting Durham One Call at 919-560-1200. Please note that the majority of account information and/or changes can only be made by the verified account holder or their authorized designee.
- How do I access my online water billing account?
- When I enter my water account number it's saying my account doesn't exist?
Our Customer Portal payment system will not recognize your 12-digit account number until your first bill generates.
- How can I get help paying my water bill?
- How do I pay for a hydrant meter?
Once your hydrant application has been processed you will receive an email including your account number along with your payment options. Your deposit will be available for payment online or over the phone within 2-3 business days.
- Where can I find a trash pickup schedule for my address?
Visit the Find My Collection Day webpage to view the garbage and recycling schedule for your address. On the same page, you can also sign up to receive reminders, print a calendar, and search to find out which items are recyclable.
If you are a yard waste customer, you can also view your yard waste schedule on the Find My Collection Day webpage.
- My trash was never picked up! Who do I contact?
Before contacting the City about missed trash collection, please verify on the Find My Collection Day webpage that it is your scheduled trash pickup day. If your trash was indeed scheduled to be picked up, please contact Durham One Call via our online request form, download our app for Android or iPhone, or call 919-560-1200 to report missed trash collection.
Please 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.
- My garbage/recycling cart is damaged. How do I get a new one?
You can request a replacement garbage or recycling cart by contacting Durham One Call via our online request form, download our app for Android or iPhone, or call 919-560-1200. Please allow the City 7-10 business days to deliver replacement cart.