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1. 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.

2. 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.

3. 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.

4. 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.

5. 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. 

6. 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.

7. 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. 

8. 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.

9. 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.

10. 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.

11. How can I request an additional cart (trash, recycling, yard waste)?

• Customers may request up to three additional green garbage carts for a $1.50 monthly fee for each additional cart.
• Customers may request up to three additional brown yard waste carts at $1.50 monthly fee each.
• Customers may have up to four blue recycling carts at no fee. One cart is standard, three additional per household may be requested. 
• To request additional carts, submit a request here or call 919-560-1200.

12. How can I become an exempt customer because of my health condition?

You should contact DOC to request Exempt Service, a service request will be generated and a Solid Waste Representative will follow up with you regarding your eligibility.

13. How can I stop my yard waste service?

The yard waste program is an annual service agreement. Automatic annual renewal will occur July 1 of each year, unless we receive a cancellation request at least 10 business days in advance. If you elect to cancel within the service year, any remaining amount due will be charged to your monthly water bill.

14. How can I get a bulky item picked up?

Bulky item collection is by request only. Residents can schedule a bulky item pick up with our Solid Waste Department.

15. How do I change my credit card information for automatic drafts?

The safest way to update/change your payment method in your Customer Portal is to fully remove the payment method. You will go to “My Wallet” (Note in the example below the card # is not the same – this is just to reference the steps)

Select "Edit":

Select "Remove Payment Method":

Select "Confirm":

You will then select "Add Payment Method" and add the updated/new card:

**Please note once the payment method is added/updated Auto Pay will need to be re-established as well if the customer prefers to utilize that free service through our Customer Portal**