Past Due Can't Pay Your Bill? Utility Customer Assistance Program (UCAP) Disconnection at Customer's Expense Restore Service After Disconnection Medical Life Support Eligibility Do Not Reconnect Service by Tampering with the Water Meter
Past due accounts incur additional charges and may result in disrupted services until the account balance is paid in full.
Delinquency occurs when a full payment is not made by the due date.
It is important to understand the consequences and additional charges associated with delinquent accounts.
Delinquent utility accounts are subject to disconnection of water or waste water (sewer) services at any time.
Any balance not paid in full by the due date is considered past due (delinquent) and the account is subject to disconnection of water or waste water (sewer) services. Late charges are also applicable.
A late charge of $5 will be applied monthly to each past due account. The late charge will appear on the customer's next bill following the late occurrence.
Can't Pay Your Bill?
Help may be available if you can't pay your utility bill by the due date. Don't wait until your service has been disconnected for nonpayment.
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. They will review your form, determine if you qualify, and contact you to discuss your account.
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:
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.
Disconnection at Customer's Expense
Delinquent utility accounts are subject to disconnection of water or waste water (sewer) service at the customer's expense.
The City of Raleigh charges the following fees, as appropriate, when disconnection of service occurs:
- Trip Charge
- Meter Locked/Removed Charge
- After-Hours Charge
- Water Service Restoration Charge
- Tampering Fee
- Tampering Penalty
- Sewer-Only Disconnection Fee
- Sewer-Only Reconnection Fee
Fees can exceed several hundred dollars for a water disconnection, and even more for a sewer disconnection.
For your reference, the City's ordinances regarding disconnection of service for nonpayment can be found at the City of Raleigh Code of General Ordinances.
Restore Service After Disconnection
If water or waste water (sewer) service has been disconnected because your utility account is delinquent, you must pay your full account balance before your service will be reconnected.
To expedite the restoration of service, we strongly recommend that you make the payment using one of our approved methods.
Service will be restored by the close of the next business day after full payment has been received by the City of Raleigh.
Be sure that faucets are turned off and sink/tub stoppers are open before service is reconnected to prevent accidental flooding.
NOTE: If a returned payment (e.g., NSF, Closed Bank Account, etc.) is applied on an account, and that account is then delinquent, services may be disrupted immediately.
Medical Life Support Eligibility
Certain medical conditions make it favorable to have continual access to the City of Raleigh Water and Sewer system. The Customer Care and Billing Division has adopted a Medical Life Support policy, which offers eligible customers with certain medical qualifications to have additional notification prior to disconnection of their utility services in cases of nonpayment and delinquency.
Upon receipt of the three (3) items listed below, Customer Care and Billing staff will review your case to determine eligibility. Several aspects may affect eligibility such as payment history, credit within the Utility Billing system, and medical condition.
To apply for Medical Life Support eligibility, provide the following:
- Completed Medical Life Support Application
- Completed and signed Medical Life Support Terms and Conditions
- Supporting documentation from your Medical Provider
If eligibility is determined, you will be notified by a Customer Care and Billing staff member. Your account will be updated to reflect Medical Life Support; and in the event of potential disconnection of your utility services for nonpayment, you will be provided additional prior notification.
If your services are interrupted due to nonpayment, the account balance will need to be paid in full prior to reconnection of services, and the Medical Life Support qualification will be removed from your account.
In order to maintain Medical Life Support eligibility each year, customers must submit a new signed Medical Life Support Terms and Conditions form, a new completed Medical Life Support Application, and updated supporting documentation from your Medical Provider annually.
NOTE: The Medical Life Support policy does not prevent disconnection of past due accounts.
Do Not Reconnect Service by Tampering with the Water Meter
Do not tamper with the water meter to reconnect your water service. This includes jumpers, individual turn-on's, etc. City of Raleigh code and North Carolina state law prohibit tampering with water meters by anyone (including licensed plumbers) other than City of Raleigh authorized employees.
Tampering will result in additional fees, civil penalties of up to $500, and criminal charges.