Relief research · dataset 2026.08
Leak adjustment and assistance information for City of Raleigh Water
A high bill does not automatically qualify for a credit. This page states only the provider-specific emergency, leak, or assistance details identified in public material.
Stop active water loss
Use the provider’s emergency route for public-side issues and a qualified repair route for private plumbing.
Preserve the evidence
Keep dated readings, photographs, parts receipts, contractor invoices, and proof that usage returned to normal.
Ask for the exact policy
Confirm the form, filing deadline, eligible repairs, calculation method, and payment expectation during review.
Provider-specific findings
Relief research for this provider
The notes below may document a route, rule, or explicit public-information limit. General preparation steps are not represented as utility policy.
- Emergency reporting route
- Call Raleigh Water at (919) 996-3245 for water/sewer emergencies, water main breaks, leaks, fire-hydrant or water-valve damage, and after-hours service. Customer Care and Billing uses the same number for account and payment assistance, with normal office hours listed on Raleigh's customer-service pages and emergency response available after hours.
- Leak-adjustment policy
- Raleigh's July 2026 leak policy offers one courtesy adjustment per 12 months, including a pool adjustment, when usage is at least twice the customer's monthly average. For an accessible leak such as a visible pipe, toilet, faucet, hose bib, or hose, water consumption charges are adjusted to twice the average and wastewater consumption is not adjusted. For a non-accessible leak such as an underground line, wall pipe, water heater, or other hidden leak, both water and wastewater consumption charges are adjusted to twice the average. Stolen water from a hose bib can receive a wastewater-only adjustment when a police report is provided; one pool fill between March and October may receive a wastewater adjustment back to the monthly average. Base, watershed, and infrastructure-replacement fees are never adjusted. The customer must hire a licensed plumber/contractor, repair the leak, submit a receipt or proof of repair with the online request, and continue paying the full bill while review takes 7-10 business days. Gardening, sod watering, vehicle washing, third-party/insured leaks, tampering, and leaks continuing three or more months are excluded.
- Utility assistance program
- Raleigh's Utility Customer Assistance Program (UCAP) helps economically distressed water and sewer customers. Qualified customers can receive up to $275 per fiscal year, applied directly to the utility account until funds are exhausted. The program is administered with Wake County Human Services, which screens eligibility; applicants email hs.energy@wake.gov or mail the application to 220 Swinburne Street, Raleigh, NC 27640. Project Share is a customer/corporate contribution fund providing emergency help to residents in crisis with water, solid waste, recycling, and stormwater bills; the current pages do not publish a separate senior or disabled-veteran utility discount.
- State and federal aid connection
- Raleigh's UCAP is administered with Wake County Human Services and the City reports prior use of North Carolina's Low-Income Household Water Assistance Program (LIHWAP) alongside UCAP and emergency-relief funds. Eligible applications are submitted to Wake County at hs.energy@wake.gov or 220 Swinburne Street, Raleigh, NC 27640; approved amounts are posted directly to the account. Customers should also ask Wake County, local Community Action agencies, 2-1-1, and the North Carolina Department of Health and Human Services about current LIHWAP or other aid, and coordinate any pledge with Customer Care at (919) 996-3245 before a disconnection date.
Directory comparison
Public-information visibility
| Measure | This provider | North Carolina | National index |
|---|---|---|---|
| Leak policy identified | Yes | 28% | 35% |
| Utility assistance identified | Yes | 23% | 31% |
| Relief fields documented | 4 of 4 | — | — |
Coverage does not measure generosity, eligibility, available funding, or service quality.
Read the nationwide analysis →Research record
Broad public detail found
4 of 4 fields in this section contain provider-specific public detail in dataset August 1, 2026.
Documented
100%
Primary verification routes
- City of Raleigh Water public website ↗
Provider-controlled destination used to confirm current customer instructions.
- EPA Safe Drinking Water Information System ↗
Federal background on public water-system records and their limitations.