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: gather your required documents 

If You Recently Purchased a Property, Have These Documents Ready:

  • Property Purchase Documents: First page of the closing disclosure and the signature page
  • Prior to Closing: Offer to purchase or accepted contract (must include the location, seller and buyer names, and the signature page)
  • You will need to provide:
    • Social Security number or Passport number
    • Date of Birth
    • Driver's License/State-Issued ID number

If You Are Renting or Leasing, Have These Documents Ready:

  • Valid copy of your lease (must include the address, tenant and landlord names, and the rental timeframe, as well as the signature page signed by all parties—renter and landlord).
  • You will need to provide:
    • Social Security number or Passport number
    • Date of Birth
    • Driver's License/State-Issued ID number

  • Past Due Balances must be paid prior to starting service at a new location.
  • If you are unsure if you owe a balance, you can contact Customer Billing Services at 919-560-1200, Option 2, and provide your previous service location so that we may review your records.
  • Allow 3-5 days for processing time.

STEP 2: Complete the online application with your documents attached

  • We cannot complete your request without the requested information. Failure to submit the required documents will delay your processing time.

STEP 3: monitor your email for updates

  • If any additional information is needed to complete your request, we will email you at the email address you provided.
  • Once your request is complete we will email you with your 12-digit account number for your records.

WHAT TO EXPECT with your first bill

  • A Service Initiation Fee of $50 will appear on your first bill to cover administrative and service costs.
  • The City also requires a Deposit for initial connection of water and sewer services. Visit our Deposit & Disconnection for more information on the cost of the deposit.
  • Please note the 12-digit Account Number on the water bill. The first six digits are unique to you and the last six digits are related to the property address. Utilize this 12-digit account number on our Online Customer Portal to make payments, view your bills, sign up for e-billing, and even text-to-pay options. The portal will not be accessible until your first bill is generated.

Click here to Start Your Water Service Request

NEED ASSISTANCE?

To check the progress of an online request, call 919-560-1200. 

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

Informational Links