Durham Water Department 2026: Management, Director & Board

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Durham water bill pay, start service, deposits, emergencies and Stage 2 water rules

City of Durham Water Department 2026: Bill Pay, Start Service & Emergency Help

Trying to pay a Durham water bill, start service, check a deposit, stop service, report a water main break, fix a sewer backup, understand the new InfoSend portal, or figure out why your bill changed? This guide turns the official City of Durham Water Management pages into a practical task board with the numbers, documents, fees, warnings and links customers actually need before calling, paying or submitting a request.

☎️ Customer Billing: 919-560-1200 🚨 Main break/sewer: 919-560-4344 📍 101 City Hall Plaza 🔢 Portal uses 12-digit account number 💧 Stage 2: no spray irrigation
Start here

Choose the Durham Water Task You Need

💳 Pay or manage bill Use the official Utilities Customer Portal. Durham now uses InfoSend for utility bill payments; Paymentus is no longer the utility bill portal.
🏠 Start water service Apply online with deed/lease and ID details. Allow 3-5 days; a $50 service initiation fee appears on the first bill.
🚨 Main break or sewer backup Call 919-560-4344 for water main breaks, sewer overflows, sewer odors or sewer backups. Do not wait for a routine request.
💧 Water shortage rules During Stage 2, spray irrigation with city water is prohibited. Hand watering and drip irrigation are still allowed.
Fast official route: Use Customer Billing Services for account, bill, payment, meter reading, payment difficulty and water-use assessment questions. Use Report a Problem or call 919-560-4344 for water main breaks, sewer overflows, sewer odors and sewer backups.
Phone, address and hours Pay bill / InfoSend Start service Deposit amounts Stop or transfer service Late bills and disconnects Water or sewer emergency High bill and estimated bill Water Hardship help Stage 2 water restrictions Hydrant meter rental Call scripts Map and visit checklist Official links FAQs
Payment safety: Durham’s official notice says the City will never ask for payment by email or text. Start from durhamnc.gov or the official Customer Billing page before entering banking, credit card or account details.
Official contacts

City of Durham Water Department Phone, Address and Hours

Durham water users often search for a single “water department phone number,” but the correct number depends on whether the issue is billing, emergency service, administration, or hydrant/construction water.

Need Official detail Best use
Customer Billing / Durham One Call 919-560-1200 Bills, payments, start/stop service, account questions, water use assessments, payment plans.
Pay by phone 919-560-1200, Option 1 Phone payment with 12-digit utility account number.
Water main break / sewer overflow 919-560-4344 Water main breaks, sewer overflows, sewer odors, sewer backups, after-hours emergency routing.
Water Management administration 919-560-4381 Administrative Water Management routing, not routine billing or emergency field response.
Customer Billing office 101 City Hall Plaza, 1st Floor, Durham, NC 27701 Customer billing counter, account questions, payment/service assistance.
Customer Billing hours Mon-Thu 8am-5pm; Fri 10am-5pm Plan call or in-person visit.
Mist Lake payment location 1600 Mist Lake Drive Cashier counter payment option; parking is free at Mist Lake.
Water Management fax 919-560-4827 Fax only if City staff instructs you to send paperwork that way.
Routing tip: Say the task first: “start service,” “payment posting,” “12-digit account portal,” “main break,” “sewer backup,” “deposit,” “water hardship,” or “hydrant meter.” Durham routes these differently.
Bill pay

How to Pay a City of Durham Water Bill in 2026

Durham’s utility bill payment system changed. The City says it began using InfoSend for utility bill payments on November 3, 2025, and that the Paymentus portal is no longer available for City of Durham utility bill customers.

💻Online portalInfoSendEnroll account
🔢Account number12 digitsNeeded for portal
☎️Phone payOption 1919-560-1200
🏢CashierCity Hall / Mist LakeIn person
💳Card fee3.15%After Mar 31, 2026
Payment method Official detail Best use
Online portal Utilities Customer Portal / InfoSend for utility bill payments. Bill viewing, online payment, e-billing, AutoPay and text-to-pay features.
Enroll portal Use your 12-digit utility account number and billing ZIP code. Creating username/password, payment methods and AutoPay.
Phone payment Call 919-560-1200, Option 1; have 12-digit account number. Payment by phone using checking/savings, card or e-check options.
Cash in person Cashier counter at Mist Lake, 1600 Mist Lake Drive, or City Hall. Cash payment, account questions or in-person support.
Mail City of Durham, P.O. Box 738527, Dallas, TX 75373-8527. Check or money order with payment stub when not urgent.
ACH / bank draft ACH avoids the credit-card processing fee. Recurring payments and avoiding card fee.
Credit card After March 31, 2026, utility bill card payments incur a 3.15% processing fee. Convenience payment if you accept the fee.
AutoPay warning: Durham’s InfoSend notice says customers who were enrolled in AutoPay need to re-enroll. Setting up AutoPay does not pay the current balance; it starts with the next billing cycle and onward.
Start service

How to Start City of Durham Water and Sewer Service

Starting service is not instant if documents are missing. Durham’s official Start Water Service page says requests cannot be completed without the required information and missing documents delay processing.

Customer type Required details Action before applying
Recently purchased property Deed within 14 days unless tax records are updated; SSN or passport number; date of birth; driver’s license/state-issued ID number. Gather ownership and identity details before submitting the form.
Renter or lessee Valid signed lease with address, tenant and landlord names, rental timeframe and signature page; SSN/passport, date of birth, ID number. Make sure the lease includes all required names, dates and signatures.
Previous Durham customer Past-due balances must be paid before service at a new location. Call 919-560-1200, Option 2 if you are unsure whether an old balance exists.
New online request Documents attached to the online application. Allow 3-5 days processing time and monitor email.
Completed request City emails a 12-digit account number when complete. Use that number for future portal setup and payments after first bill is generated.
1

Gather documents first

Owners should prepare deed and identity details. Renters should prepare a complete signed lease plus identity details. Missing documents delay service.

2

Submit the online start-service request

Use the official Start Water Service page and attach documents directly to the application.

3

Monitor email

If Durham needs more information, staff will email the address you provided. When complete, they will email your 12-digit account number.

4

Expect first-bill charges

A $50 service initiation fee appears on the first bill, and a deposit is required for initial water/sewer connection.

Portal timing note: Durham says the online portal will not recognize the 12-digit account number until the first bill is generated.
Deposits

Durham Water Deposit Amounts by Meter Size

Durham’s deposit page says deposits apply to all residents, renters and owners, and are based on meter size. Some exemptions may apply, such as an acceptable letter of credit, current service with one year of no cutoffs/past-due payments, or another suitable credit reference accepted by the Customer Service Operations Manager.

Meter size Deposit amount Who should pay attention
5/8 inch$100Common small residential meter.
1 inch$150Large residential or small commercial possibilities.
1.5 inch$200Larger service connection.
2 inch$300Higher-demand service.
3 inch$400Commercial or larger facility service.
4 inch$500Commercial/industrial service.
6 inch$600Large facility or specialized service.
8 inch$1,000Major commercial/industrial service.
10 inch$1,500Very large service connection.
Over 10 inch$2,000Special high-capacity service.
Deposit refund tip: Durham says deposits are refunded when the customer moves from the location if the balance due is less than the deposit; the deposit is applied to outstanding charges and the remainder is refunded.
Stop or transfer

Stop or Transfer Durham Water Service

If you move out, do not assume service stops automatically. Durham says customers must notify the City when they move away or no longer want utility service, and customers remain responsible for charges until service is properly terminated.

Stop service

Submit a stop service request online or call Durham One Call at 919-560-1200 to request disconnection.

Transfer / new location

Past-due balances must be paid before starting service at a new location. Ask Customer Billing to check previous service records if unsure.

Best call script: “I need to stop or transfer City of Durham water service. My current service address is [address], my requested stop date is [date], and my forwarding/new address is [address].”
Late bills

Late Durham Water Bills, Disconnection and Payment Help

Durham’s Customer Billing page says payment is due 21 days after the billing date on the statement. If the amount due is not paid within 21 days, a 1% late charge accrues on the unpaid balance. After about 30 days, a notice is sent with a disconnect date and the amount due by 5 p.m. the day before disconnection.

Issue Official detail User action
Due date Payment due 21 days after billing date. Pay early, especially if mailing.
Late charge 1% late charge accrues on unpaid balance after due period. Call before due date if you need help.
Disconnect notice Notice arrives after approximately 30 days with disconnect date. Pay required amount by 5 p.m. the day before disconnect date.
Disconnection charge $0 for water/sewer service disconnection due to delinquency. Still pay all charges required for restoration.
Sewer-only physical disconnection $250 if physical disconnection required. Ask Customer Billing if you are a sewer-only customer.
Unauthorized reconnection history $75 meter extraction; $150 meter yoke extraction; $500 crimping water line fee may apply in specific cases. Do not reconnect, tamper or bypass service. Contact the City.
Do not self-reconnect: Durham’s fees page lists significant charges tied to returned checks, unauthorized connection/reconnection and water line crimping. Contact Customer Billing instead.
Emergency

Report a Durham Water Main Break, Sewer Overflow, Sewer Odor or Backup

For urgent field issues, use the emergency reporting number, not the billing portal. Durham says Water Management responds 24 hours a day, seven days a week, 365 days a year for these reports.

Emergency action: Call 919-560-4344 immediately for water main breaks, sewer overflows, sewer odors or sewer backups.
Problem Use 919-560-4344? What to report
Water main break Yes Location, cross street, moving/standing water, pressure impact, traffic hazard.
Sewer overflow Yes Overflow location, active flow, odor, nearby drains/creeks, property impact.
Sewer odor Yes Where noticed, whether neighbors noticed, time first noticed, wind/drain details.
Sewer backup in home/business Yes Address, fixture/location, active backup, timing, property damage risk.
Routine bill question No Call 919-560-1200 for billing and account help.
Plumber warning: Durham’s problem-report page says that for a sewer blockage or backup in a customer’s home or business, the customer should first call Water and Sewer Maintenance. If a plumber is called first and the blockage is the City’s responsibility, the City will not reimburse the plumber’s bill.
High bill

High Durham Water Bill, Estimated Bill or Meter Reading Issue

Durham Customer Billing handles questions about charges, meter readings, payment difficulties and water-use assessments. If the bill is higher than expected, the best answer is not “just pay it.” Check the account, usage, meter access and leak clues first.

1

Check whether the bill was estimated

Durham explains that estimated bills can happen if the meter reading was not available due to damaged, non-transmitting or inaccessible meter conditions.

2

Look for leak clues

Check toilets, irrigation, hose bibs, crawlspace, water heater relief line, service line, softener system and unused fixtures.

3

Ask about data logging or assessment

Customer Billing lists data logging to track water use and scheduling Water Use Assessments as customer-service functions.

4

Ask if an adjustment may apply

Customer Billing can help determine if you qualify for plumbing/fixture, swimming pool or City leak adjustment options.

High-bill tip: Before calling, write down bill date, service address, prior bill amount, current amount, any repairs, whether irrigation ran, and whether anyone was away from home.
Financial help

Durham Water Hardship Fund and Payment Assistance

Durham says it can work with customers who need financial assistance, including Water Hardship Fund grants for qualified account holders and payment plans. The hardship form includes rules customers should understand before applying.

Hardship rule Official detail User action
Minimum customer payment Customer must pay at least 25% of past-due balance, plus penalties, fees or charges not covered. Prepare money for the uncovered portion before relying on assistance.
Assistance limit Generally limited to no more than two billing periods of average usage, except certain repaired leaks. Ask how much can be covered before assuming full balance help.
Covered charges Program covers utility consumption charges; penalties, fees and non-consumption charges are not eligible. Ask for a breakdown of bill parts if confused.
Hardship reasons Form includes leak high bill, job loss, illness, unexpected expense, furlough and other hardship reasons. Attach documents that support the reason.
Best first step: Call 919-560-1200 or use the official Water Hardship form route if the balance is past due or in danger of turnoff.
Water shortage

Durham Stage 2 Water Shortage Rules: What Customers Should Know

Durham’s official 2026 Stage 2 guidance says spray irrigation with city water is prohibited. This matters for water bills, water waste complaints, irrigation systems and landscaping decisions.

Not allowed during Stage 2

Outdoor spray irrigation of landscapes with city water is prohibited. Hose-end sprinklers and spray systems are included.

Still allowed

Hand watering, drip irrigation and tree or shrub watering bags are allowed. Check current DurhamSavesWater guidance before watering.

Current-status warning: Water shortage stages can change. Before using irrigation, check the official Durham Saves Water page.
Hydrant meter

Durham Fire Hydrant Meter Rental for Temporary Water

Construction crews, contractors and temporary water users should not use a hydrant without a City-approved meter assembly. Durham has a Fire Hydrant Meter Program with a separate application, deposit and installation process.

Hydrant meter item Official detail User action
Application Complete hydrant meter assembly permit application. Use the official hydrant meter rental page/form.
Deposit $500 refundable deposit. Submit via sealed drop box envelope or wait for payment instructions after emailed application is processed.
Email subject Official page instructs using HYDRANT in the email subject. Do this so staff can route the application correctly.
Installation timing In most cases assemblies can be installed within five business days of payment receipt. Do not schedule work assuming same-day install.
Relocation No charge to relocate; request two business days in advance. Do not move equipment yourself.
Customer-provided equipment Applicants cannot provide their own water meter or backflow device. Use the City-installed assembly only.
Installation hours Installation available between 7:30am and 2:30pm. Plan crew schedule around City timing.
Contractor warning: Durham Water and Sewer Maintenance can deny service depending on equipment availability, water use restrictions, weather or system capacity. Check restrictions before planning a hydrant-water job.
Call scripts

What to Say When Contacting Durham Water Management

Use short wording so staff can route the issue quickly.

Situation Say this Have ready
Pay bill / portal issue “I need help with my Durham water bill payment or InfoSend account.” 12-digit account number, billing ZIP, payment date, confirmation.
Start service “I need to start water/sewer service at [address].” Deed or lease, SSN/passport, DOB, ID number, prior Durham address if any.
Stop service “I need to stop service at [address] on [date].” Account, service address, forwarding address, requested stop date.
High bill “I need help reviewing a high or estimated bill and possible water-use assessment.” Bill date, amount, prior usage, leak/repair notes, property access issues.
Emergency “I am reporting a water main break/sewer overflow/sewer backup at [location].” Exact location, active flow, pressure status, property impact, traffic hazard.
Hardship “I need help with a past-due water bill and want to ask about payment plan or Water Hardship Fund.” Account number, balance, turnoff status, hardship reason, documents.
Hydrant meter “I need a fire hydrant meter rental for temporary water at [project location].” Project address, requested hydrant, dates, applicant, deposit plan, job purpose.
Map

Durham Water Customer Billing Map and Visit Checklist

Use City Hall for Customer Billing counter support and Mist Lake for cashier counter payment where appropriate. Call first if you are unsure which location fits your task.

Customer Billing Services – City Hall

Address: 101 City Hall Plaza, 1st Floor, Durham, NC 27701.
Customer Billing: 919-560-1200.

Open City Hall Directions Open Mist Lake Directions
Visit checklist: Bring bill, 12-digit account number, service address, billing ZIP, payment confirmation, ID if needed, deed/lease for start service, hardship documents, disconnect notice, or hydrant meter application details.
Official tutorial resource

Durham InfoSend Portal Setup and Account Help

Durham’s official billing-change notice says customers using AutoPay or online utility bill payments need to enroll with InfoSend. It also says the City created an instructional video, but this page does not embed YouTube. Use the official Customer Billing page and City notice for the latest portal instructions.

Use Official InfoSend Instructions

Set up the portal from Durham’s official links, not from search ads or unofficial payment pages.

🔐

Before You Enroll

Have your 12-digit utility account number, billing ZIP code, bank routing number and bank account number ready if you want ACH/AutoPay.

Open Customer Billing Open Make a Payment
Portal tip: If your new 12-digit account number does not work, wait until the first bill generates. Durham says the portal will not recognize the account until then.
FAQs

City of Durham Water Department FAQs

What is the City of Durham Water Department phone number?

For customer billing and most account questions, call 919-560-1200. For water main breaks, sewer overflows, sewer odors or sewer backups, call 919-560-4344.

Where is Durham Customer Billing Services located?

Customer Billing Services is listed at 101 City Hall Plaza, 1st Floor, Durham, NC 27701.

What are Durham water billing office hours?

The official Customer Billing Services page lists Monday-Thursday, 8am-5pm and Friday, 10am-5pm.

How do I pay a Durham water bill online?

Use the official Durham Utilities Customer Portal through the City’s Make a Payment or Customer Billing Services page. Durham began using InfoSend for utility bill payments on November 3, 2025.

Is Paymentus still used for Durham utility bills?

The official 2025 billing-change notice says the Paymentus portal is no longer available for City of Durham utility bill customers and that utility bill customers need to enroll with InfoSend.

How do I pay by phone?

Call 919-560-1200 and select Option 1. Have your 12-digit utility account number ready so the payment posts correctly.

What documents do renters need to start water service?

Renters need a valid lease with the service address, tenant and landlord names, rental timeframe and signature page signed by all parties. Identity details such as SSN/passport number, date of birth and driver’s license/state-issued ID number are also listed.

What fee appears on the first Durham water bill?

The Start Water Service page says a $50 service initiation fee appears on the first bill. A deposit is also required for initial water/sewer connection.

How much is the Durham water deposit for a common 5/8 inch meter?

The official deposit chart lists $100 for a 5/8 inch meter. Deposit amounts increase by meter size.

Who do I call for a sewer backup?

Call 919-560-4344 first. Durham’s official guidance says customers should call Water and Sewer Maintenance before calling a plumber if the backup may be City responsibility.

Can I get help with a past-due Durham water bill?

Durham offers payment plans and Water Hardship Fund support for qualified account holders. The hardship program generally requires the customer to pay at least 25% of the past-due balance plus charges not covered by the program.

Can I use spray irrigation in Durham during Stage 2?

No. Official Stage 2 guidance says spray irrigation of landscapes with city water is prohibited. Hand watering, drip irrigation and tree or shrub watering bags are allowed. Check Durham Saves Water for current status.

Final takeaway

Best Way to Handle a City of Durham Water Department Issue

Use this route: Billing, payment, start/stop service, deposit, payment plan or portal issue → 919-560-1200. Water main break, sewer overflow, sewer odor or sewer backup → 919-560-4344. Online payment → official Customer Billing / InfoSend portal. New service → official Start Water Service page with documents attached. Water shortage rules → Durham Saves Water.

Durham water customers get faster answers by choosing the right route first. Keep your 12-digit account number, billing ZIP code, service address, bill date, proof of payment, lease/deed, ID details, hardship documents or emergency location ready before calling or submitting a request.

Editorial note: This guide summarizes official City of Durham Water Management resources for easier public use. Official payment portals, fees, deposits, emergency routing, billing rules, hours, water shortage restrictions, hydrant meter availability and service procedures can change. Confirm final details on official durhamnc.gov pages before paying, applying, mailing documents, using a hydrant meter, watering outdoors or making service decisions.

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