Late Payment FAQs
Disconnection for Non-Payment Charges and Fees:
Q: What if I’m facing financial hardship and can’t pay my water bill?
A: The City would like to help you manage this situation before your water service is disconnected. We can work with you to develop a monthly payment plan or provide a list of community resources that may give some financial support. We can also offer assistance to qualified residents who complete an application for the Water Hardship Fund. For more information about these options, or if you have questions, please contact us at 919-560-1200 or visit Durham One Call online.
Q: What if I need help understanding my water bill?
A: We can show you a sample water bill with diagrams (pdf) that describe and explain each section of your bill.
Q: What happens if I don’t or can’t pay my bill and my water is disconnected?
A: The City charges fees to reestablish service if service was disconnected for non-payment. These charges help to offset the costs of doing the administrative work and site visits needed to enforce bill payment or restore service.
- Water/Sewer Service Charge for Disconnection due to delinquency: $0 - There is no charge for disconnection of water and sewer service. However, for sewer only customers, if a physical disconnection is required, the charge is $250.
- Meter Extraction Fee - $75 - charged to customers with a history of returned checks and unauthorized connection or re-connection of water service. The water meter is removed from the premises.
- Meter Yoke Extraction Fee - $150 - when a water meter is extracted from a service location and an unauthorized replacement is put in its place, the meter yoke will be removed.
- Crimping the Water Line - $500 - this amount will be charged to defray the cost of restoring service if the water line is crimped because of unauthorized water use.
- The $50 penalty fee (water/sewer service charge) will be charged in addition to the other fees listed above.
Q: Will I have to pay another deposit to start service up again?
A: An existing customer must pay a deposit to reestablish service if it was discontinued for non-payment or delinquency.