Durham Water Bill 2026: Cancel Service & Move Out Guide

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Durham NC • InfoSend portal, 12-digit account, payment plan, hardship fund and high-bill help

Durham Water Bill Help Center for InfoSend Pay, Late Notices, New Service and High Usage

This Durham water bill guide gives residents a direct path to pay online, re-enroll AutoPay in InfoSend, avoid the 3.15% credit-card fee, call Durham One Call, start or stop service, request a payment arrangement, apply for hardship help, or submit a leak/pool/repair adjustment.

Every section includes the official City of Durham link, phone number, form, address, fee, or step next to the action. Use it like a billing task board instead of a generic water bill article.

Pay on InfoSend Portal Official Customer Billing Choose My Task

Fast answer: Durham water, sewer, stormwater and optional yard waste charges are paid through the City of Durham utility billing system. The online payment provider is InfoSend. To enroll, use your current utility account number; Durham says customers should use 27701 in the ZIP code field because of a technical issue.

Important 2026 payment note: credit-card utility payments made after March 31, 2026 include a 3.15% processing fee paid to the payment processor. To avoid the fee, use ACH/bank draft or check where appropriate.

InfoSend Payment Portal Make a Payment Start Service Payment Arrangement

Durham Water Bill Quick Facts

Online portalInfoSendNew provider from Nov. 3, 2025
Account number12 digitsFirst bill must generate first
Credit card fee3.15%After Mar. 31, 2026
Due date21 daysAfter billing date
Late charge1%Unpaid balance monthly
Pay by phoneOption 1Call 919-560-1200
Start fee$50First bill initiation fee
Typical deposit$1005/8-inch meter

Durham Water Bill Action Board

Pick the situation that matches your bill. Each card includes the official city action link or phone number.

1

I need to pay online

Use the City’s InfoSend portal. Enroll with your current utility account number and use 27701 in the ZIP field if prompted.

Open InfoSend portal
2

I want to avoid the card fee

Credit-card payments after March 31, 2026 include a 3.15% processing fee. Switch to ACH/bank draft or pay by check if that fits your situation.

Read fee notice
3

I need to pay by phone

Call Durham One Call and press option 1. Keep the 12-digit account number handy so the payment posts to the correct account.

Call 919-560-1200
4

I am past due or need more time

Submit a payment arrangement request. Durham says the extension can be up to 15 days and Customer Billing will contact you one business day after submission.

Request arrangement
5

I need water started or stopped

Use the online start or stop form. New start requests require documents and generally need 3–5 days processing time.

Start / stop service
6

My bill is high or wrong

Check whether the bill was estimated, whether usage jumped, and whether a repair/leak/pool adjustment request applies.

Request account adjustment

InfoSend Portal: Online Pay, AutoPay and Account Enrollment

1

Use the current official portal

Durham began using InfoSend for utility bill payments on November 3, 2025. Old AutoPay/payment settings do not transfer automatically.

Go to InfoSend
2

Enroll with current account number

Use your current utility account number. If the portal asks for ZIP code, Durham instructs customers to enter 27701 because of a technical issue.

Enrollment instructions
3

Add ACH if avoiding card fees

Have your bank routing number and account number ready. ACH helps avoid the 3.15% credit-card processing fee.

Set up payment method
4

New account not recognized?

The portal will not recognize the 12-digit account number until the first bill generates. Watch your email and first bill after start-service approval.

Portal FAQ help
Practical tip: If you previously used AutoPay, do not assume it continued after the portal change. Enroll in InfoSend, add payment details again, and confirm the next payment posts.

Durham Water Bill Payment Options

Payment path Official detail Best use Official action
Online InfoSend Customer billing and account portal for utility bill payments, payment methods and AutoPay. Best for online payment, ACH, AutoPay and account access. Pay online
Phone Call 919-560-1200, option 1. Have the 12-digit account number ready. Useful if you prefer IVR payment or need phone guidance. Call 919-560-1200
Cashier counter Cash can be paid at Mist Lake, 1600 Mist Lake Drive, or at City Hall. Best when you need in-person proof or cash payment. See map and visit plan
Mail Mail check or money order with payment stub to City of Durham, P.O. Box 738527, Dallas, TX 75373-8527. Only for non-urgent payments because mailing takes time. Confirm mailing address
Service request Use Durham One Call or an online request for billing questions, misapplied payments or account issues. Best when payment was made but did not post correctly. Open billing forms
Do not mail urgent payments. If you are close to disconnect timing, use a faster payment route and contact Durham One Call to confirm what must be paid by the deadline.

Due Date, 1% Late Charge and Disconnect Notice

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Due after 21 days

Durham says payment is due 21 days after the billing date shown on the statement.

Read due-date rule
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1% late charge

If not paid within 21 days, a 1% late charge accrues on the unpaid balance.

Customer service policies
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Disconnect notice

After about 30 days, Durham says a notice may be sent with a disconnect date and amount due by 5 p.m. the day before disconnect.

Disconnect timing

Use this if your account is late

“Hi, my Durham utility bill is past due. My 12-digit account number is ____. Can you confirm the amount due, late charge, disconnect date if any, and whether a payment arrangement or hardship application is still available?”

Payment Arrangement and Water Hardship Fund

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Payment arrangement

The online arrangement form says residential water customers may request to extend the payment due date by up to 15 days.

Request arrangement
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Default rule

Customers are not eligible for a payment arrangement if they defaulted on a previous arrangement within the last six months.

Read arrangement terms
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Hardship help

Durham’s Water Hardship Fund is for qualifying residential customers inside city limits with past-due balance, documented hardship and disconnection risk.

Apply for Water Hardship
Hardship documents to prepare: ID, proof of income, water bill copy, documentation supporting the hardship, household size, past-due balance, and whether the account is turned off or at risk of being turned off.

Start, Stop or Transfer Durham Water Service

1

Start service with documents ready

Owners need deed or updated tax record details plus identity information. Renters need a valid lease with address, tenant and landlord names, rental timeframe and signature page.

Start service instructions
2

Submit the application online

Attach required documents. Durham says requests cannot be completed without requested information, and missing documents delay processing.

Open application form
3

Allow processing time

Rent/lease starts may require 3–5 days processing. The form also says at least 1 business day is required, and services are not provided on weekends or holidays.

Review timing
4

Stop service correctly

Use the official Request to Stop Service form and keep a forwarding address and account number ready.

Stop service form
First bill warning: a $50 service initiation fee appears on the first bill, and a deposit is also required unless a waiver or acceptable credit reference applies.

Reconnect Water Service After Nonpayment

Reconnect issue Official detail Practical action Official action
Disconnected for nonpayment Water service will not be restored until all charges are paid. Ask for the full amount, not only the current bill amount. Reconnect form
$50 penalty fee Late Payment FAQ says the $50 water/sewer service charge penalty will be charged in addition to other listed fees. Confirm whether this fee is included in the restore balance. Late payment FAQ
Deposit after cutoff An existing customer must pay a deposit to reestablish service if discontinued for nonpayment or delinquency. Ask if a new deposit is required before paying. Deposit fees
Unauthorized reconnection Meter extraction, yoke extraction and crimping fees can apply in unauthorized use/reconnection situations. Do not tamper with the meter. Use official reconnect steps only. Disconnection fee list

High Durham Water Bill, Estimated Bill or Back Billing

Durham says bills are processed monthly the next business day after the water meter is read, and unusually high readings are double checked before bills are mailed. If the bill still looks wrong, contact Customer Billing.

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Estimated bill

A bill may be estimated if Durham cannot get an actual meter reading because the meter is damaged, not transmitting data, or inaccessible due to debris or vegetation.

Back billing FAQ
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Billing review

Use Durham One Call and choose Water Management / Miscellaneous Water Billing Questions if you need the calculation reviewed.

Submit Durham One Call request
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Usage assessment

Customer Billing staff can help with data logging, Water Use Assessments, and determining whether a plumbing, fixture, pool or city leak adjustment may apply.

Customer Billing services

High-bill call script

“Hi, my Durham water bill is higher than normal. My account number is ____. Can you help me check whether this was an actual or estimated read, whether back billing is involved, and whether I should submit a Water Account Adjustment request?”

Leak, Repair, Hose, Pool or Water Account Adjustment

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Adjustment form

Durham’s Request for an Adjustment on Water Account form covers repairs, water leaks, a hose left running, and swimming pool filling.

Open adjustment form
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What to attach

The form asks for account number, contact details, service address, repair date, description, and additional documents.

Attach repair proof
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Electronic signature

The encrypted form includes electronic-signature acknowledgement; type your name only when you understand the request terms.

Submit adjustment
Before submitting: collect plumber invoice, parts receipt, photos, repair date, leak location, pool-fill details if applicable, account number, and the affected bill.

Water, Sewer, Stormwater and Other Charges on Durham Bills

Bill item Official detail What to check Official link
Water usage Durham uses tiered water rates for single-family residential customers. Lower usage is charged in lower tiers; higher usage moves into higher tiers. Check consumption in ccf and whether outdoor use pushed usage into higher tiers. Tiered water rates
Sewer usage Sewer charges are billed at a flat rate for all customers. FY26 sewer volume charge is listed as $5.71 per 100 cubic feet. Use the rate calculator when comparing usage and sewer charges. Current rates
Outside city limits Durham says customers outside city limits have doubled rates and service charges. Check whether your address is inside or outside city limits before comparing bills. Rate note
Stormwater fee Stormwater fees are based on impervious surface and fund drainage repair, maintenance and water-quality programs. Residential tiers are based on impervious surface, not water usage. Stormwater fee
Optional yard waste Durham’s payment page says optional yard waste services can be included in monthly water bills. Do not mistake yard waste charges for water usage. Make a payment page
Bill calculator The FY26 calculator applies to bills issued between 8/1/25 and 7/31/26. Have customer type, billing frequency, meter size and consumption ready. FY26 bill calculator

Water Main Break, Sewer Overflow or Service Emergency

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Service emergency

Durham lists service emergencies through Customer Billing / Water Management at 919-560-1200.

Call 919-560-1200
🌙

After-hours / weekend

For after-hours or weekend emergencies, Durham lists 919-560-4344.

Call 919-560-4344
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Report online

Use the official Water Management forms to report a water main break or sewer overflow/backup.

Open Water Management forms
Route correctly: billing disputes and payment plans go to Customer Billing. Water main breaks, sewer overflow and service emergencies should be reported as service emergencies.

Payment, Start-Service, Hardship and Adjustment Proof Checklist

Payment proof

  • 12-digit account number.
  • Payment confirmation number.
  • Payment date and amount.
  • ACH, card, phone, cash or check method.
  • Screenshot or receipt.
  • Any remaining balance after payment.

Start service proof

  • Deed or valid lease.
  • SSN or passport number.
  • Date of birth.
  • Driver’s license or state ID number.
  • Email confirmation.
  • Requested start date.

Hardship proof

  • Water bill copy.
  • Proof of income.
  • Hardship documentation.
  • Household size.
  • Past-due balance.
  • Current water status.

Adjustment proof

  • Repair date.
  • Repair invoice or parts receipt.
  • Leak location or pool details.
  • Photos if available.
  • Affected bill month.
  • Account number and service address.

Durham Customer Billing Map and Visit Plan

Use this for in-person billing questions, cash payments, account service help, payment issues, or forms that need direct review. Customer Billing Services is listed at 101 City Hall Plaza, 1st Floor, Durham, NC 27701.

City Hall billing office

Customer Billing Services: 101 City Hall Plaza, 1st Floor. Hours listed: Monday–Thursday 8am–5pm and Friday 10am–5pm.

Mist Lake cashier option

Durham also lists cash payment at Mist Lake, 1600 Mist Lake Drive. Confirm before visiting if your issue is not a simple payment.

Ask before leaving

“Is my payment posted, is my account still at disconnect risk, do I need a deposit, and is my request or adjustment documented?”

10 Durham Water Bill Attributes and Answers

1. How do I pay my Durham water bill online?

Use the City of Durham InfoSend utility payment portal. Customers need to enroll with the current utility account number, and Durham says to use 27701 in the ZIP code field if prompted.

2. Why did Durham change the online water bill portal?

Durham began using InfoSend on November 3, 2025 as part of a citywide systems upgrade. Customers who used AutoPay or online payment need to enroll in InfoSend because old payment settings do not transfer automatically.

3. Is there a credit-card fee for Durham utility bill payments?

Yes. Utility bill payments made by credit card after March 31, 2026 carry a 3.15% processing fee paid to the processor. Customers can avoid it by using ACH/bank draft or check where appropriate.

4. What number do I call to pay a Durham water bill by phone?

Call Durham One Call at 919-560-1200 and press option 1. Have the 12-digit utility account number ready so the payment posts correctly.

5. When is a Durham water bill due?

Durham says payment is due 21 days after the billing date on the statement. If unpaid within 21 days, a 1% late charge accrues on the unpaid balance.

6. What happens before Durham disconnects water for nonpayment?

After about 30 days, Durham says customers may receive a notice with a disconnect date and the amount that must be paid by 5 p.m. the day before the disconnect date.

7. Can I request a Durham water bill payment arrangement?

Yes. The payment arrangement form says residential customers may request to extend the payment due date by up to 15 days, but customers are not eligible if they defaulted on a prior arrangement within the last six months.

8. How do I start Durham water and sewer service?

Use the official start-service application. Owners need property and identity information; renters need a valid lease with required details. Durham says to allow processing time and to monitor email for updates.

9. Why is my Durham water bill high?

Possible reasons include higher usage, tiered water rates, sewer charges, stormwater or yard waste items, actual-vs-estimated meter reads, leak repairs, swimming pool filling, or back billing after estimated bills.

10. Who do I call for Durham water emergencies?

For service emergencies, call 919-560-1200. For after-hours or weekend emergencies, Durham lists 919-560-4344.

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