Delinquent Utility Accounts

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Can't Pay Your Bill? Utility Customer Assistance Program (UCAP)


Recently, the City of Raleigh took action to help families manage utility expenses during the COVID-19 public health crisis.

On April 6, the Raleigh City Council approved a measure to help families who may be facing increased water usage at this time. The second tier of the residential water rate increased from a limit of 7,500 gallons per month to 15,000 gallons per month.  This temporary change will help customers avoid being charged the third tier water rate, which is the most expensive.

Previously, on March 12, Raleigh Water suspended water service disconnects due to non-payment, waiving late payment fees, and reconnecting accounts previously disconnected. Courtesy payment plans were also offered. Continuation of these actions is consistent with Governor Cooper’s Executive Order Number 124, which was issued on March 31. This Executive Order requires the following: 

  • All disconnections of domestic residential water service for nonpayment are suspended for 60 days;
  • All fees for late payment for domestic residential water service shall be suspended for 60 days;
  • Information about the local government utility’s payment plan options shall be publicized to customers; and
  • The utility shall describe under what conditions an account will be reconnected. 

Raleigh Water is in compliance with this Executive Order based on the actions previously implemented on March 12.   While disconnections for non-payment have been temporarily discontinued, customers are encouraged to make monthly payments to avoid accumulating large balances. Since utility account balances are only deferred at this time, customers struggling to pay their utility bill in full are urged to request a payment plan.  For information regarding payment plans, please call 919-996-3245 or visit our online utility payment webpage.

Raleigh Water remains committed to providing vital water and sewer services to our customers during this event.  For more information about our policies, please continue to check the City’s COVID-19 webpage

Can't Pay Your Bill?

Help may be available if you can't pay your utility bill by the due date. If you are having trouble paying your bill, please complete the General Pay Plan Request form online and submit it to Customer Care and Billing. 

Utility Customer Assistance Program (UCAP)

The City of Raleigh has established a new pilot program to help economically distressed water and sewer utility customers manage their utility bills. The Utility Customer Assistance Program (UCAP) will be administered in partnership with the Wake County Human Services Department, which will provide eligibility screening services for the program.

Our customers can call 919-996-3245 to speak with a billing specialist to learn more about the program and the eligibility requirements. In order to qualify for assistance, customers must visit the Wake County Human Services staff at the Swinburne Center, located at:

Swinburne Center
220 Swinburne St.
Raleigh, NC 27610

Qualified utility customers are eligible for up to $240 per fiscal year, and the assistance funds will be directly applied to their utility account. The UCAP is only available to utility customers within the City of Raleigh and the Town of Garner until the funds are exhausted.



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Utility Billing