Wilmington Water Bill Help Center for Pay Online, High Usage and Shutoff Help
This guide helps City of Wilmington, Delaware customers pay a water, sewer and stormwater bill, register in the new Enquesta billing portal, use phone payment, get cashier/drop-box help, understand monthly charges, request service start/stop, apply for UPAP assistance and restore water after nonpayment shutoff.
Every step includes the official city link, phone number, address or form path beside the action, so users can pay, call, visit, apply, dispute, request a turn-on/turn-off or check assistance without hunting through multiple city pages.
Fast answer: Wilmington water/sewer/stormwater customers can pay online through the new Enquesta customer portal, call 302-576-2620, call 311 from inside city limits, use the telephone payment system, pay by mail, or use the drop box in the lobby of the Louis L. Redding City/County Building at 800 N. French Street. For in-person cashier help, go to the Revenue Division cashier windows on the 1st floor.
Current portal warning: Wilmington moved water billing to Enquesta in July 2025. Some older pages may still show old Paymentus-style text or links. The Wilmington Water Utility Enquesta page points customers to the new portal and says registration uses the new account number provided with the July bill; if you need help registering, call 311 or 302-576-2620.
Wilmington Water Bill Quick Facts
Wilmington Water Bill Action Board
Start here. Each card gives the exact user problem, the safest official action and the mistake to avoid.
I need to pay online now
Use the new Enquesta portal for Wilmington utility billing. If you cannot register because you do not have the new account number, call 311 or 302-576-2620.
Open EnquestaI need phone help
Call 311 from inside Wilmington city limits or 302-576-2620 from outside city limits. City contact pages also list pay-by-phone options through 302-576-2620.
Call 302-576-2620My water was shut off
Check the portal, pay the overdue balance and expect a possible $40 reconnection fee. Then contact the City to discuss options and schedule reconnection.
Shutoff stepsI am 90+ days delinquent
Check UPAP. Qualified residents/customers can request up to $1,500 for delinquent water and sewer bills, subject to eligibility and funding availability.
UPAP helpMy bill is too high
Check for leaks, running toilets, irrigation, seasonal use, older appliances and estimated or unusual readings. Wilmington specifically lists these as common high-bill causes.
High-bill checklistI need start/stop service
Property owners must notify the department in writing and submit the Customer Turn Off/On Service Request Form at least 72 hours before the requested date.
Start/stop serviceNew Enquesta Portal: What Changed
New account number
Registration requires the new account number provided with the July bill. Customers who need help before receiving it should call 311 or 302-576-2620.
Enquesta detailsExpanded payment options
The city lists Visa, Mastercard, Discover, Walmart, PayPal, PayPal Credit, Venmo, Google Pay, Apple Pay, checking/savings and AutoPay as Enquesta options.
Sign up nowOld AutoPay users
The city says current AutoPay information is stored in the new portal. Prior Paymentus users may need “Forgot your password?” and their former 5-digit water account number.
AutoPay transitionWilmington Water Bill Payment Options
| Payment path | Official detail | Best use / warning | Official action |
|---|---|---|---|
| Enquesta online portal | Manage water billing account, online payments and new portal registration. | Best for account management, AutoPay and current portal access. | Open portal |
| Phone payment / inquiry | City page lists 302-576-2620; Option 1 to pay, Option 3 to speak with Customer Service. | Good when a shutoff, old portal issue or account-number issue needs human help. | Call 302-576-2620 |
| Call 311 | Wilmington customers inside city limits can call 311 and ask for a customer service agent. | Best for local customer service, account questions and service requests. | Submit 311 inquiry |
| Use the payment stub and write your utility billing account number on your check. | Do not use mail if a shutoff deadline is close. | Payment instructions | |
| Drop box | Drop box is located in the lobby of the Louis L. Redding City/County Building, 800 N. French Street. | Use check/money order with account number; avoid cash in drop boxes. | See map |
| Cashier windows | Revenue Division Cashier Windows, Louis L. Redding City/County Building, 800 N. French Street, 1st Floor. | Listed hours: Monday, Tuesday, Thursday, Friday 8:30 a.m.–3:45 p.m.; Wednesday 8:30 a.m.–7:00 p.m. | Visit cashier |
Water Shutoff, Reconnection and Delinquent Balance
Check account status
Use the customer portal to review the account and confirm the outstanding balance before paying.
Check portalPay balance + fee
Wilmington Water says if service was disconnected due to nonpayment, you may need to pay the overdue balance plus a $40 reconnection fee.
Confirm amount dueSchedule reconnection
Contact the City to discuss options and schedule reconnection. After hours, the contact page lists 302-654-5151.
After-hours lineShutoff call script
UPAP Water/Sewer Bill Assistance
Up to $1,500
UPAP lets qualified residents or customers request up to $1,500 toward delinquent water and sewer bills, distributed first-come, first-served.
UPAP page90+ days / 3+ months
Eligibility includes having a water utility account that is three or more months past due / delinquent over 90 days.
EligibilityIncome and ID proof
Applicants must be at least 18, provide photo ID, meet income requirements and agree to pay in full or enter a payment plan if a balance remains.
Apply| Apply method | Official detail | Practical tip |
|---|---|---|
| Online | UPAP page links to an online form. | Upload everything together to avoid processing delays. |
| Department of Finance, Account Services Division, 800 N French Street, 1st Floor, Wilmington, DE 19801. | Label the envelope/folder with your name and utility account number. | |
| In person | Applications can be submitted at Louis L. Redding City/County Building, 800 N French Street. | Official page lists in-person drop-offs Monday–Friday, 8:30 a.m.–3:45 p.m. |
Wilmington Water/Sewer/Stormwater Bill Decoder
| Bill line | What Wilmington says | What to check | Official source |
|---|---|---|---|
| Water consumption | Wilmington bills include water consumption charges. | Compare current usage to previous months and look for sudden spikes. | Customer Rates & Fees |
| Sewer services | Water bills include sewer service charges. | Sewer can make the total look high even when water use is normal. | Rates explanation |
| Stormwater fees | Wilmington bills include stormwater fees and the city has stormwater charge credit/appeal programs. | Stormwater is not a leak charge; non-residential BMP credits may apply. | Stormwater charges |
| Facilities management | Customer Rates & Fees page says bills include facilities management charges. | Look at fixed charges separately from usage-based charges. | Rates page |
| Customer type | Rates depend on residential/non-residential status and inside/outside city limits. | Do not compare a non-residential or outside-city bill to an inside-city residential bill. | Understanding Your Bill |
| Meter size | Rates and charges may depend on meter size. | Commercial, apartment or larger-meter bills can differ from single-family bills. | Meter-size note |
High Wilmington Water Bill? Check These Before You Pay
Inside causes
- Running toilet wasting hundreds of gallons per day.
- Hidden leak in toilet, faucet or underground pipe.
- Older dishwasher or washing machine using more water.
- Water heater or basement leak.
Outside causes
- Outdoor hose left running.
- Irrigation overwatering or broken sprinkler system.
- Seasonal usage from gardening, pools or warmer weather.
- Wet ground near meter/service line.
Bill causes
- New monthly usage pattern.
- Past-due amount, penalty or payment plan line.
- Stormwater/facilities charges, not just water use.
- Inside/outside city or residential/non-residential classification.
High-bill call script
Manage Usage and Lower Future Bills
Bathroom savings
Wilmington’s usage page recommends turning off the tap while shaving or brushing, keeping showers short and using WaterSense-labeled fixtures.
Manage usageKitchen savings
Use a wash basin, fully load the dishwasher, scrape instead of pre-rinsing, keep drinking water in the refrigerator and thaw food in the refrigerator.
Kitchen tipsOutdoor savings
Check sprinklers, use water-smart landscaping, sweep driveways instead of hosing, use commercial car washes that recycle water and cover pools.
Outdoor tipsStormwater Charges, Credits and Appeals
Why stormwater appears
Wilmington’s stormwater program funds work to reduce pollutants, manage runoff, address combined sewer overflows and protect rivers and creeks.
Stormwater programNon-residential credits
Non-residential parcel owners with onsite stormwater BMPs may seek reduced stormwater charges if controls are functioning and maintained.
Credit programAppeal forms
The city lists Form A for residential fee adjustments, Form B for non-residential adjustments, Form C for condominium adjustments and Form D/E for credits/renewals.
Stormwater formsStart or Stop Wilmington Water and Sewer Service
Property owner must notify in writing
The start/stop page says property owners must notify the department in writing to start or stop water service.
Start/stop pageSubmit 72 hours ahead
Submit the Customer Turn Off/On Service Request Form at least 72 hours before the requested date.
Request formExpect $40 + $40 fees
The city lists a $40 fee to turn water service off and a $40 fee to turn service back on.
Confirm feesOne-year shutoff rule
Turn-off requests remain in effect for one year. Billing resumes after one year unless a new request is submitted at least 30 days before expiration.
Read ruleWater Meter Replacement Program
No-charge upgrade
Wilmington is upgrading water meters with Itron and Tribus. The city says the upgrade is provided at no charge to customers to ensure accurate billing.
Meter replacementItron scheduling
For appointments, call Itron customer service at 877-861-0042. The city says appointments are available in the evening and on Saturdays.
Call ItronDo not ignore notices
The city warns that failure to comply may result in service interruption, and letters include final notices and 96-hour shutoff notices.
Read noticesWater Quality, Pressure and Emergency Contacts
General help
Dial 311 inside city limits or 302-576-2620 from outside city limits. Operators are listed Monday–Friday, 7:30 a.m.–7:30 p.m.
Call 302-576-2620Water quality lab
For low pressure, discolored water or sampling questions, call the Call Center at 302-576-3878 or the Water Quality Lab at 302-571-4158.
Call Water Quality LabAfter-hours
After hours, Wilmington Water lists Wilmington Police Non-Emergency at 302-654-5151.
Call after hours10 Wilmington Water Bill Attributes Users Usually Need
1. Official portal
Wilmington Water now points customers to the Enquesta billing portal for online account access and payment.
Open Enquesta2. Customer service number
Call 311 inside city limits or 302-576-2620 from outside city limits for bill help and payment questions.
Call 302-576-26203. Monthly billing
Wilmington water/sewer/stormwater bills are monthly, making it easier to track usage and spot leaks.
Monthly billing4. Cashier address
Revenue Division Cashier Windows: Louis L. Redding City/County Building, 800 N. French Street, 1st Floor.
See map5. Water Utility office
Wilmington Water Utility / Public Works is listed at 800 N. French Street, 6th Floor.
Contact page6. Reconnection fee
If service is disconnected for nonpayment, the city says you may need to pay the overdue balance plus a $40 reconnection fee.
Shutoff steps7. UPAP help
Qualified delinquent accounts may request up to $1,500 for water/sewer bills through UPAP.
UPAP9. Meter replacement
Itron scheduling phone is 877-861-0042 for Wilmington meter replacement appointments.
Call Itron10. Stormwater credits
Stormwater credit and appeal forms exist, especially for non-residential BMP credits and fee adjustments.
Stormwater creditsWilmington Payment Office Map and Visit Plan
Use this map for the Louis L. Redding City/County Building at 800 N. French Street. Cashier windows are on the 1st floor; Wilmington Water Utility/Public Works is listed on the 6th floor.
Bring
Utility bill, account number, service address, payment method, shutoff notice, Enquesta registration issue, UPAP documents or final service request details.
Ask before leaving
“Is my payment posted, is any balance or reconnection fee still due, and is my water service safe from shutoff or scheduled for reconnection?”
Drop-box note
Include the bottom portion of the bill and write the utility billing account number on the check so payment processes faster.
Official Wilmington Water Bill Links
Wilmington Water Bill FAQ
How do I pay my Wilmington water bill online?
Use Wilmington Water’s new Enquesta customer portal. The city’s Enquesta page says the new portal supports payment, account management and expanded payment methods, including cards, digital wallets, bank accounts and AutoPay.
What is the Wilmington water bill customer service number?
Call 311 inside Wilmington city limits or 302-576-2620 from outside city limits. The city payment page lists 302-576-2620 for pay-by-phone and customer-service options.
Where can I pay a Wilmington water bill in person?
Go to the Revenue Division Cashier Windows at the Louis L. Redding City/County Building, 800 N. French Street, 1st Floor, Wilmington, DE 19801.
Where is the Wilmington water bill drop box?
The city says the drop box is located in the lobby of the Louis L. Redding City/County Building, 800 N. French Street. Include the bottom portion of the bill and write the account number on the check.
Did Wilmington change water bill portals?
Yes. Wilmington Water says it moved to Enquesta billing in July 2025. Customers registering in the new portal need the new account number provided with the July bill, or they can call 311 / 302-576-2620 for help.
How often are Wilmington water bills sent?
Wilmington water, sewer and stormwater bills are monthly. The city says monthly billing helps with budgeting, usage tracking and earlier leak detection.
What if my Wilmington water is shut off?
Check the customer portal, pay the overdue balance and expect a possible $40 reconnection fee. Contact Wilmington customer service to discuss options and schedule reconnection.
Can I get help paying a Wilmington water bill?
Possibly. UPAP is available to eligible City of Wilmington residents or customers who are at least 18 and have a delinquent water utility account over 90 days / three or more months past due. Qualified customers can request up to $1,500, subject to rules and funding.
Why is my Wilmington water bill high?
Common causes include hidden leaks, running toilets, outdoor hoses, underground pipes, irrigation systems, seasonal usage, pools, gardening and older appliances. Also check sewer, stormwater, facilities and prior-balance lines.
How do I start or stop Wilmington water service?
Property owners must notify the department in writing and submit the Customer Turn Off/On Service Request Form at least 72 hours before the requested date. The city lists a $40 turn-off fee and a $40 turn-on fee.