Winston Salem Water Department 2026: Phone, Address & Hours
Need the right Winston-Salem water phone number, payment office, service-start steps, deposit rule, emergency line or high-bill help? This guide is built around the real jobs customers search for: pay the bill, view the bill, start or transfer service, avoid shutoff, report a leak or sewer backup, reach CityLink, understand WaterSavvy meters and know when a hydrant or tanker permit is required.
What Are You Trying to Do With Winston-Salem Water Service?
Winston-Salem Water Phone, Address and Hours
Use this table first. It separates the customer service office, CityLink, mailing address, drop box and field operations so users do not waste time at the wrong location.
| Need | Official detail | Best use |
|---|---|---|
| CityLink phone | 336-727-8000 or 311 inside Winston-Salem city limits | Billing, start/stop service, payment arrangements, water/sewer service questions. |
| Text CityLink | 855-481-LINK / 855-481-5465 | Non-emergency customer service contact. |
| Email CityLink | citylink@cityofws.org | Non-emergency questions and documentation. |
| Customer Service / payment office | Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121, Winston-Salem, NC 27101 | Walk-in water bill payment, start service, deposits and account support. |
| Office hours | 8 a.m. to 5 p.m., Monday-Friday | Planning visit, drive-through payment or customer-service call. |
| Payment mailing address | City of Winston-Salem, Revenue Collections, PO Box 2756, Winston-Salem, NC 27102-2756 | Mailing check or money order with payment stub. |
| Utilities Field Operations | 1550 Martin Luther King Drive, Winston-Salem, NC 27101 | Field operations location reference; call CityLink before visiting or reporting. |
How to Pay a Winston-Salem Water, Sewer or Stormwater Bill
Winston-Salem/Forsyth County Utilities lists multiple payment routes. Choose based on whether you need a fast one-time payment, recurring AutoPay, bill viewing, drive-through convenience or help from customer service.
| Payment method | What official page says | Best for |
|---|---|---|
| Online Paymentus | One-time payment using Visa, Mastercard, Discover or electronic check; signup supports AutoPay and recurring payments. | Fast online payment and AutoPay enrollment. |
| Bank or credit union bill pay | Use your bank or credit union online account to set up recurring electronic payments. | Customers who manage bills from their bank portal. |
| Phone payment | Call CityLink at 336-727-8000 or 311 inside city limits; have account number and PIN ready. | Users who want card payment by phone. |
| Mail check or money order with the bottom portion of your bill; no cash accepted. | Non-urgent check payments. | |
| Walk-in / drive-through | Bryce A. Stuart Municipal Building, 100 E. First St., Suite 121; drive-through on south side of building. | Payment plus account questions or no-parking-fee drive-through payment. |
| 24-hour drop box | Available at the Church Street door of the Stuart Building; payments after 8 a.m. or on weekends/holidays process next business day. | After-hours check or money order drop-off. |
How to View a Winston-Salem Water Bill Online
The official payment page says customers can use the bill-viewing route while awaiting WaterSavvy portal launch. This is useful when you need a PDF copy, account transaction summary or bill date link.
Open the official bill-viewing link
Start from the official Water Bill Payment Options page and choose the VIEW Bill route.
Use your account number and PIN
You typically need the 7-digit account number and 4-digit PIN, which is the last four digits of your customer number.
Open Account Transaction Summary
The official page says to click Account Transaction Summary, then click the bill date link to save and view the bill.
Start Winston-Salem Water and Wastewater Service
Starting service is handled through CityLink or in person at the Stuart Municipal Building. This is different from paying a bill or requesting a construction connection.
| Start-service item | Official requirement | Action |
|---|---|---|
| Service initiation fee | $30 service initiation fee added to first bill. | Budget for it with the first bill. |
| Account name | Name to be used on the account. | Use legal name/business name exactly. |
| Start date | Date to start new service. | Call before 5 p.m. Monday-Friday if you need same-day service. |
| Address | Service address and mailing address if different. | Include apartment/unit number if applicable. |
| Rental proof | Rental agreement if renting; if unavailable, Proof of Occupancy form. | Have lease or occupancy proof ready before calling/visiting. |
| Credit evaluation | TIN or SSN for credit evaluation. | If you do not provide TIN/SSN, expect automatic $150 deposit. |
| Deposit | If assessed, deposit must be paid before start of service. | Pay in person or online via Paymentus once account number is available. |
Stop or Transfer Winston-Salem Water Service
If you are moving, do not just stop paying. Call CityLink so the final bill, forwarding address and transfer timing are handled correctly.
Stop service
Call CityLink. Service is disconnected within 24 hours except weekends and holidays. Provide a forwarding address for your final bill.
Transfer service
Current residential and business customers can usually have service at a new address within 24 hours of request. Larger businesses and most industrial customers may need more notice.
Late Winston-Salem Water Bills, Payment Plans and Deposits
Late payment questions are high-intent because users may be trying to avoid termination. The official payment page explains payment arrangements, late charges, termination timing, reconnection and deposits.
| Late-payment issue | Official detail | What user should do |
|---|---|---|
| Payment arrangement | Customers unable to pay the total amount by due date must call CityLink to make payment arrangements. | Call 311 or 336-727-8000 before disconnection. |
| Minimum first payment | At least half the delinquent balance must be paid before a payment plan can be established. | Prepare that amount before asking for a plan. |
| Plan terms | Three to six months of interest-free installments. | Keep paying monthly installments plus all new bills on time. |
| Late charge | If bill payment is not received by due date, a 10% late charge is added. | Pay before due date or request help early. |
| Termination notice | Termination notice is sent within seven days; customer has at least 14 days from notice date to pay. | Do not ignore the notice window. |
| Termination-date fee | If past-due account is not paid by 5 p.m. on termination date, a $20 late fee is applied. | Pay before 5 p.m. if service status matters. |
| Reconnection | Full past-due balance plus reconnection fee must be paid. Before 5 p.m. business days restores same day; after 5 p.m. restores next business day. | Keep receipt and call if service is not restored as expected. |
| Deposit after termination | Deposit may be required if service terminated for non-payment; residential minimum $50 if average bill is under $50, otherwise 1.5 times average bi-monthly or monthly bill. | Pay all past-due balances and confirm deposit amount before expecting restoration. |
Water Emergency, Sewer Backup, Overflow, Rupture or Leak
For emergencies, call. Do not use the online 311 request form. Official guidance says CityLink must be called for water emergencies and sewer backups.
| Situation | Who handles it? | What to say |
|---|---|---|
| Water main break in street | WSFC Utilities / field operations | Give location, nearest cross street, active flow, traffic risk and callback number. |
| Sewer overflow from manhole | Call CityLink immediately | Describe sewage location, active overflow and nearby property impact. |
| Sewer backup inside home/business | Call CityLink; plumber may also be needed | Give address, backup location, time noticed and whether it is active. |
| Break on private property | Property owner/plumber responsibility | Ask CityLink to help identify whether issue is public main or private line. |
Unusually High Winston-Salem Water Bill: What to Do
If your bill suddenly rises, do not only blame the rate. The city explains that leaks may be obvious or concealed and that customers are responsible for promptly discovering and stopping water loss.
Check usage pattern
Compare current usage with prior periods and look for changes in irrigation, guests, toilets, faucets, hose bibs or hidden leaks.
Contact CityLink for investigation
If you suspect a leak or unauthorized use, contact CityLink using an official method and request an investigation.
Keep paying the average amount
The official high-bill page says customers must continue to pay the average monthly bill amount until the investigation is concluded.
Repair quickly if a leak is found
You may call a plumber and make repairs at your own expense. After the source is determined and repairs are made, you may be eligible for an adjustment on the three highest bills associated with the leak.
WaterSavvy Smart Meters, Usage Tracking and Meter Box Rules
WaterSavvy is designed to improve bill management, usage tracking and leak alerts. The official WaterSavvy page also makes one rule very clear: customers should not open meter boxes.
WaterSavvy benefits
Future customer portal features include bill management, usage tracking, leak alerts, comparisons and recommendations to reduce bills.
Meter box warning
Meter access is restricted to staff, licensed utility contractors and licensed plumbers. Customer access to meter boxes is not allowed.
Fire Hydrant Connection or Tanker Water Use Permits
Construction companies, landscapers, underground boring crews, agricultural users, pool-filling operators and other high-volume users should not connect to hydrants without permits. WSFC Utilities has a separate hydrant/tanker permit process.
| Permit item | Official detail | User action |
|---|---|---|
| Availability notice | New hydrant meter permits are temporarily unavailable due to limited supply; contractors should plan to use tankers until inventory is restored. | Check official page before planning a hydrant-meter job. |
| Application timing | Apply at least five business days before the first requested service date. | Do not wait until the job starts. |
| Application fee | $500 non-refundable application fee for fire hydrant connection/tanker water use permit application. | Confirm current fee and submit complete application. |
| Hydrant meter deposit | $1,500 deposit required for each reduced pressure backflow hydrant meter assembly. | Budget for deposit plus water consumption/damage risk. |
| Permit length | Fire hydrant connection permits are valid for six months. | Reapply and pay fee again after expiration if needed. |
| Specific hydrant | Only one specific hydrant is authorized per approved permit; another hydrant requires a separate permit. | Do not move equipment to a different hydrant without approval. |
| Tanker water use | $750 flat bulk water fee for each approved tank or tanker permit; placards must be updated annually Jan. 1-Jan. 31. | Display valid placard and use approved air gap process. |
What to Say When Calling CityLink or Utilities
Clear wording gets faster routing. Use one of these scripts based on your situation.
| Situation | Say this | Have ready |
|---|---|---|
| Pay or view bill | “I need help with my water, sewer or stormwater bill payment.” | 7-digit account number, 4-digit PIN, bill date, payment confirmation if paid. |
| Start service | “I need to start water and wastewater service at [address] on [date].” | Account name, start date, service address, mailing address, lease/proof, TIN/SSN or deposit question. |
| Transfer service | “I need to transfer water service from [old address] to [new address].” | Move date, current account, new address and forwarding address. |
| Past-due bill | “I need to ask about a payment arrangement before disconnection.” | Balance, due date, termination notice if any, amount you can pay today. |
| Water emergency | “I am reporting a water/sewer emergency at [location].” | Exact location, active flow/backup, hazard, callback number. |
| High bill | “I need to request an investigation for an unusually high bill.” | Account, usage period, suspected leak, plumber/repair details if any. |
| Hydrant/tanker permit | “I need a fire hydrant connection or tanker water use permit for [project].” | Project address, dates, water use, contractor info, tanker/hydrant need and payment method. |
Winston-Salem Water Customer Service Map and Visit Checklist
Most payment and customer-service visits should go to the Bryce A. Stuart Municipal Building at 100 E. First St., Suite 121. The drive-through is on the south side of the building and a 24-hour drop box is available at the Church Street door.
Bryce A. Stuart Municipal Building
Address: 100 E. First St., Suite 121, Winston-Salem, NC 27101.
Hours: Monday-Friday, 8 a.m.-5 p.m.
Winston-Salem Water Service and Emergency Video Resource
A stable official YouTube embed ID is not included here, so this section uses a safe resource-card format instead of a broken search iframe. This keeps the WordPress page clean and still gives users useful official routes.
Use Official Pages for Visual and Service Guidance
The hydrant/tanker permit page references basic operation instructions, and WaterSavvy explains smart meter and usage-tracking changes. Use videos only as learning support; final rules come from official pages.
Open Official Service Resources
Use the buttons below for official payment, WaterSavvy, hydrant/tanker and emergency guidance.
Official Winston-Salem Water Links Used in This Guide
WSFC Utilities
Main utilities page for water, sewer, solid waste, alerts, rates, water quality and customer links.
Open UtilitiesWater Bill Payment Options
Paymentus, AutoPay, phone, mail, drive-through, drop box, past-due arrangements and deposits.
Open Payment OptionsStart, Stop or Transfer
Start service documents, deposit rules, service timing, stop service and transfer guidance.
Open Service PageOverflows, Ruptures and Leaks
Emergency guidance for water main breaks, leaks, sewer backups and public/private responsibility.
Open Emergency PageUnusually High Bills
Leak investigation, payment responsibility during investigation and potential bill adjustment details.
Open High Bill HelpWaterSavvy
Smart meter, future portal, usage tracking, leak alerts and meter-box access warnings.
Open WaterSavvyHydrant/Tanker Permits
Permit process, fees, deposits, availability notice, tanker rules and legal/illegal connection guidance.
Open Permit PageRates and Fees
Water, sewer, solid waste rates, meter costs, system development fees and connection application links.
Open RatesCityLink Contact
CityLink phone, text, email, contact addresses and city service routing.
Open Contact PageWinston-Salem Water Department Phone, Address and Hours FAQs
What is the Winston-Salem water department phone number?
For most water, sewer, stormwater, billing and customer-service questions, call CityLink at 336-727-8000 or dial 311 inside Winston-Salem city limits.
Where do I go for Winston-Salem water bill payment in person?
Go to the Bryce A. Stuart Municipal Building at 100 E. First St., Suite 121, Winston-Salem, NC 27101. The official payment page lists hours as 8 a.m. to 5 p.m., Monday-Friday.
What do I need to pay my water bill online?
You need your 7-digit account number and 4-digit PIN from your bill. The PIN is the last four digits of your customer number.
How do I start water service in Winston-Salem?
Call CityLink at 336-727-8000 or visit the Stuart Municipal Building. Prepare account name, start date, service address, mailing address, rental agreement or proof of occupancy if renting, and TIN/SSN for credit evaluation.
Is there a service initiation fee?
Yes. The official start-service page says a $30 service initiation fee is added to the first bill.
What if I do not provide TIN or SSN for start service?
The official start-service page says customers who do not provide a TIN or SSN are automatically required to pay a $150 deposit.
How do I report a water emergency or sewer backup?
Call CityLink at 311 inside city limits or 336-727-8000 from anywhere. Official guidance says you must call for water emergencies and sewer backups and should not use the online 311 form.
What happens if my Winston-Salem water bill is late?
The official payment page says a 10% late charge is added if payment is not received by the due date. If customers cannot pay the full amount, they should call CityLink to request payment arrangements before disconnection.
Can I make a payment plan?
Yes, but the official page says you must first pay at least half the delinquent balance. Payment plan terms are listed as three to six months of interest-free installments, and all new bills must still be paid on time.
Can I open my WaterSavvy meter box?
No. The official WaterSavvy page says customer access to meter boxes is not allowed. Access is restricted to staff, licensed utility contractors and licensed plumbers.
Best Way to Contact Winston-Salem Water Department in 2026
The fastest answer depends on the task. A normal bill payment, a start-service request, an emergency sewer backup, a high-bill leak investigation and a hydrant/tanker permit all use different details. Keep your bill, account number, PIN, service address and proof documents ready, then use the official WSFC Utilities route that matches your issue.
Editorial note: This guide summarizes official Winston-Salem/Forsyth County Utilities and City of Winston-Salem resources for easier public use. Phone menus, payment vendors, deposits, fees, office hours, reconnection rules, WaterSavvy timing, hydrant permit availability and service procedures can change. Confirm final details on official cityofws.org or waterbills.cityofws.org pages before paying, applying, visiting, using a hydrant, reporting an emergency or making service decisions.