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Delinquency and service protection

Understand the shut-off process before it reaches your door

The safest time to ask about a past-due balance, payment arrangement, or hardship protection is before the final notice. This page translates the provider’s published rules into a practical checklist.

Notice and timing

How delinquency is handled

Grace period after the due date

A bill becomes delinquent 21 days after the billing date. The City sends a reminder notice stating the amount due and scheduled disconnect date.

Late-fee calculation

If payment is not received by the Past Due After date on the reminder notice, a $5.00 late-payment fee per address is added. A $40 fee per trip is added if the City visits the address or cuts off service; the current fee schedule states late payment is as defined on the bill.

Disconnection timeline

The bill is due when received, becomes delinquent after 21 days, and a reminder notice provides a scheduled disconnect date. If payment is not received by close of business on the reminder's Past Due After date, the City may cut off water and other utility services, add the $5 late fee, and charge a field-trip fee; full payment is required for reconnection.

Statutory warning protocol

What notice should you expect?

High Point sends a written reminder notice showing the amount due and scheduled disconnect date and states that staff also try to call customers. Customers can request a short due-date extension to keep the account in good standing. Reminder notices warn that the $5 late fee and service interruption follow if payment is not made by the stated date.

If a notice seems wrong

Document the account balance, payment confirmation, notice date, and any household medical or accessibility concern. Then call the provider using the contact information on its official bill or profile before the stated deadline.

Restoring service

Reconnection costs and timing

The current High Point fee schedule lists a normal weekday service fee of $40 or actual cost and an after-7:00 p.m., weekend, or City-holiday service fee of $75. It also lists a $25 initial water service connection fee and an actual-cost extraordinary disconnect/reconnect charge; the precise delinquent cut-on fee should be confirmed on the account notice.

Need a payment arrangement?

Ask before the shut-off date

Tell the customer-service representative that you are responding to a delinquency notice and ask specifically about installment plans, hardship protection, charity referrals, and the amount required to stop the disconnection order.

Customer protection guide

What to do when a bill becomes urgent

A delinquency notice from City of High Point Public Services - Water and Sewer Utilities should be treated as a time-sensitive account document. Read the exact due date, amount required, notice method, and contact instructions on the notice, then compare them with the provider details in this guide.

If you have already paid, gather the confirmation number and posting date. If you cannot pay the full amount, call before the stated shut-off date and ask about arrangements, hardship protections, agency referrals, and the minimum amount needed to pause action.

Keep the conversation specific: ask what will stop the order, when the payment must post, whether a reconnection fee applies, and whether the utility requires a separate request for medical, accessibility, or household-protection status.

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