Leak relief and household assistance

A high water bill may have a path to review

Hidden plumbing failures can produce an alarming bill before the problem is visible. This guide separates what City of Durham Department of Water Management publicly describes from the practical steps every customer can take while requesting help.

Provider-specific review

What the public record says about a leak adjustment

Durham may adjust water and/or sewer charges in excess of twice the average monthly usage when caused by a documented leak, using the prior 12-month average. The City limits the adjustment to one leak within a 12-month period and may limit or deny credit based on proof and circumstances. Customers submit the Water Account Adjustment request with repair documentation and should continue paying typical amounts while the request is reviewed. Estimated bills are generally based on six prior months and should be reported if estimates continue for more than two months.

Stop the loss

Shut off the failing fixture or supply and arrange a qualified repair.

Keep proof

Save dated invoices, parts receipts, photographs, and meter readings.

Request review

Submit the request promptly and keep paying any undisputed amount.

Utility assistance

Customer assistance and eligibility

Qualifying homeowners with Elderly/Disabled or Disabled Veteran property-tax exemptions and tenants with Section 8 vouchers can receive a $10 monthly water credit plus a $10 monthly sewer credit, with annual documentation. Situational Water Hardship assistance may cover up to 75% of an eligible balance, customer pays at least 25%, generally covers no more than two billing periods of average usage, and is limited to once per fiscal year; promptly repaired unanticipated leaks receive special consideration.

State and federal connections

Where to ask for broader aid

Durham’s Water Hardship Fund and payment arrangements are administered locally; the reviewed pages do not publish a separate 2026 LIHWAP application URL. Customers should contact 919-560-1200 and submit proof of residency, income/eligibility documents, and leak-repair proof when seeking hardship support.

Research status for this provider

4 of 4 relief signals publicly identified

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Emergency route

Published detail

Leak policy

Published detail

Utility aid

Published detail

State/federal aid

Published detail

Leak and assistance notes

Build the file before asking City of Durham Department of Water Management for relief

A high bill can have several causes, including a hidden plumbing failure, irrigation use, a meter issue, a change in occupancy, or a rate adjustment. The provider’s leak policy determines whether any credit is available; an unusually high bill does not automatically qualify.

Keep a dated record of the reading, the suspected source, the repair, the contractor or parts receipt, and the return to normal use. Ask whether the utility requires a specific form, a licensed repair, a meter test, photos, or a request within a fixed number of days.

For income-related difficulty, ask about local assistance, payment arrangements, state programs, and community referrals separately from a leak adjustment. These programs often use different applications, documents, funding limits, and deadlines.

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