Utility Billing Customer Service

To change the name on an existing account, please call a Utility Billing Customer Care representative at 919.890.3245 who will be happy to assist you. Be prepared to provide:

• Utility account number and/or service address
• Former name on file for account holder
• Former security number (or other identifying number) on file for account holder
• New name for account holder
• Social Security number (or other identifying number) for new account holder
• Mailing address
• Phone number
• Reason for name change
• Effective date of the change

If the account holder is deceased, you may also be asked to provide copies of:

• Death certificate
• Power of attorney

Additional fees that may be applied to the account:

• Deposit of $50.00
• Service initiation fee of $50.00

NOTE: It is unlawful to retain a utility account in the name of a deceased person. The account holder of the utility account must be changed to the responsible party (i.e., the surviving spouse, an estate or trust, etc.).

For your convenience, the following authorizations and requests can be submitted online:

• Start Service
• Stop Service & Request Final Billing
• Update Account Information
• AutoPay Bank Draft Authorization
• Landlord Program Enrollment

If you prefer to print, complete and mail your authorizations and request forms to the City of Raleigh instead of submitting them online, these forms are also available in PDF format:

• Start Service
• Stop Service & Request Final Billing
• Update Account Information
• AutoPay Bank Draft Authorization
• Landlord Program Enrollment

The following forms are only available in PDF format to print, complete and mail to the City of Raleigh:

• Medical Life Support Application
• Medical Life Support Terms and Conditions

You're probably not alone.  Many customers have the same questions.

Please review our Common Questions for answers to the questions we receive most often.

If you don't find your answer here, we will be happy to assist you by phone or email.

Automated Voice Response System and Customer Care Representatives

919.890.3245 | UtilityBilling@raleighnc.gov

Automated Voice Response

• 24 hours a day, 7 days a week

Customer Care Representatives

• Monday - Friday (except City of Raleigh holidays)
• 8:30 am until 5:00 pm

The Utility Billing Customer Care Center provides assistance in the following areas:

• Assist utility customers with their accounts
• Process move-in and move-out requests
• Set up landlord programs
• Investigate billing concerns
• Coordinate billing activities with field service activities
• Collect on delinquent amounts
• Ensure billing accuracy
• Audit utility accounts
• Answer customer questions related to their utility bill

Utility Billing, a division of the Finance department, handles billing and billing services. All other issues, like discolored water, main breaks, low water pressure, impervious surface calculations, etc. will be addressed by one of the following:

• For more information regarding Public Utilities Administration, Water Plant, Wastewater Treatment Plants, Reuse, Constructions, Sewer Maintenance, Water Distribution, Meters and Warehouse, visit Public Utilities.

• Questions concerning permit fees for installation of water lines for new construction should be directed to the Inspections Department.

• For more information regarding stormwater fees, see Stormwater Utility Fee.

• For more information regarding solid waste charges, see Solid Waste Services.

Is there something you would like us to know? We want to hear from you.

Please complete and submit the online Feedback Form and tell us what you think.