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1. How do I start new water service?

New water service can be requested online. Go to the Start Water Service webpage to review the requirements and scroll to the bottom of the page to complete the online request form.

If you are leasing the property for which you are requesting water service, you will be asked to upload a signed copy of your lease. If you have just purchased the home we may need a copy of your closing statement.

2. 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.

3. How do I access my online water billing account?

Access your account and make payments through the City's online utilities customer portal. For assistance using the portal, view a list of FAQ's.

4. How can I get help paying my water bill?

We don’t want anyone to go without water due to financial difficulties. We can work with you to develop a monthly payment plan or provide a list of community resources that may offer financial support. Please select one of the options below.

5. 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.

You can also download the City's Rollout app for Android or iPhone to track your schedule and receive notifications.

6. 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.

7. 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.

8. 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.