Where to pay your Winston-Salem water bill

The City of Winston-Salem's Utilities Department handles water billing for the city. You can pay your bill in three ways: online through the city's website, by phone, or by mail. Each method reaches the same account system, so choose whichever fits your routine.

Online payment is the fastest route. Go to the City of Winston-Salem's official utilities payment portal and enter your account number (found on your bill) and service address. You can pay with a debit card or bank account. The payment posts within one business day.

By phone, call the Utilities Department at (336) 727-8000 during business hours (Monday through Friday, 8 a.m. to 5 p.m.). A representative will take your payment information over the phone. If you pay after hours, you can leave a voicemail with your account details, though payment will not process until the next business day.

By mail, send a check or money order to the address printed on your bill. Include your account number on the check. Mail payments typically take 7 to 10 days to reach the office and post to your account, so mail early if your due date is near.

Key Takeaways

  • Online payment through the city's utilities portal is the fastest method and posts within one business day.
  • Phone payments are processed during business hours (Monday–Friday, 8 a.m. to 5 p.m.) at (336) 727-8000.
  • Mail payments take 7 to 10 days to post, so send them at least two weeks before your due date to avoid a late fee.
  • Your account number appears on your bill and is required for all payment methods.
  • Late fees apply if payment is not received by the due date printed on your bill.

Reading your Winston-Salem water bill

Your water bill shows your account number, service address, billing period, and the amount due by the due date. The bill also breaks down your charges: the base service charge (a fixed monthly fee) and the usage charge (based on how much water you consumed).

Usage is measured in hundred-cubic-foot units, often called "CCF" or "HCF." One CCF equals 748 gallons. Your meter reading appears on the bill, along with the previous month's reading. Subtract the old reading from the new reading to find how many units you used. The city then multiplies that number by the current rate per unit to calculate your usage charge.

If your bill includes a sewer charge, that is a separate line item. Sewer charges are based on your water usage—the city assumes most water that enters your home leaves through the sewer system. Some bills also show a stormwater fee, which funds drainage and flood prevention infrastructure.

Look for any notices printed on your bill. The city may flag a high usage reading, a past-due balance, or a service change. Read these carefully, as they often explain why your bill changed from the previous month.

Why your water bill might be higher than usual

A spike in your water bill usually means higher usage during that billing period. Check your meter reading on the current bill against the previous month's reading. If the difference is much larger than normal, you likely used more water—perhaps from a leak, a change in household size, or seasonal factors like watering a lawn.

To find a leak, turn off all water-using appliances and fixtures in your home, then check whether your meter is still moving. If it is, water is leaking somewhere in your system. Common leak sources are running toilets, dripping faucets, and leaks under sinks or in the yard. Fixing a leak quickly will lower your next bill.

If your usage looks normal but the total bill is higher, the rate per unit may have increased. The City of Winston-Salem adjusts water rates periodically to cover infrastructure costs. The city publishes rate changes in advance, and your bill will note if a new rate took effect during your billing period.

A past-due balance from a previous month will also appear on your current bill. If you do not pay the past-due amount, the city may add a late fee or suspend service. Contact the Utilities Department if you believe a past-due charge is incorrect.

Setting up automatic payments and budget billing

Automatic payment removes the need to remember your due date. Through the city's online portal, you can set up a one-time automatic payment or recurring monthly payments. You provide your bank account or debit card information once, and the city withdraws the amount on the date you choose.

Automatic payments are free and reduce the risk of late fees. If your bill amount varies month to month, you can set the payment to match your bill total each month, or you can set a fixed amount and adjust it manually when your bill changes.

Budget billing is different from automatic payment. Under budget billing, the city averages your usage over a 12-month period and charges you the same amount each month. This smooths out seasonal spikes (higher water use in summer, for example) and makes budgeting easier. To enroll in budget billing, contact the Utilities Department at (336) 727-8000. Not all customers are may be able to access—the city may decline budget billing if your account has a history of late payments or if your usage is too irregular.

What to do if you cannot pay on time

If you cannot pay by your due date, contact the Utilities Department as soon as possible. Call (336) 727-8000 during business hours. Explain your situation and ask about payment arrangements or extensions. The city may allow you to split your payment across two or more months, though this typically requires a formal agreement.

Late fees apply if payment is not received by the due date. The fee amount varies but is usually a percentage of your bill or a flat charge. Late fees compound if you miss multiple payments, so addressing the issue early prevents the debt from growing.

If your service is disconnected due to non-payment, you will need to pay the full past-due balance plus a reconnection fee to restore water service. The city provides notice before disconnection, usually 30 days after the due date, so you have time to act.

Some residents may be may be able to access for utility assistance programs through Forsyth County or local nonprofits. These programs can help with past-due bills or current bills during financial hardship. Contact 211 (dial 2-1-1 from any phone) to learn what programs serve your area.

Understanding your account and service options

Your water account is tied to your service address, not to you personally. If you move, you must close your account at the old address and open a new one at your new address. Contact the Utilities Department to request a final meter reading at your old home and a new account setup at your new home. You can do this online, by phone, or in person at the Utilities Department office.

If you rent, your landlord may pay the water bill directly, or it may be your responsibility. Check your lease to confirm. If you pay the bill, you are responsible for the account and any late fees. If your landlord pays, ask for proof that the bill is current so you know service will not be interrupted.

The city offers a low-income rate discount for customers who meet income guidelines. To learn whether you may have access to, contact the Utilities Department. You will need to provide proof of income, such as recent tax returns or pay stubs.

Frequently Asked Questions

How often does the city read my meter?

The city reads meters monthly and bills you based on that reading. Your billing cycle runs on a set schedule, so your due date is the same each month. You can view your meter reading history on your online account.

Can I dispute a charge on my water bill?

Yes. Contact the Utilities Department in writing or by phone with details about the charge you dispute. Include your account number and the billing period in question. The city will investigate and respond within a set timeframe, usually 10 to 15 business days.

What happens if I pay my bill late?

A late fee is added to your account. If payment remains overdue for 30 days after the due date, the city may issue a disconnection notice. Service can be suspended if the account is not brought current. You must pay the full past-due balance plus a reconnection fee to restore service.

Is there a way to lower my water bill?

Fixing leaks and reducing usage are the most direct ways to lower your bill. Check for dripping faucets, running toilets, and outdoor leaks. Shorter showers and full loads in washing machines also reduce consumption. The city does not offer rebates for water-saving fixtures, but some local nonprofits may have information about conservation programs.

Can I pay someone else's water bill?

You can pay another person's bill if you have their account number and service address. Pay online or by phone using that information. The payment will post to their account. If you want to set up recurring payments for someone else's account, contact the Utilities Department to discuss options.