Customers may request a bill adjustment if a water line break has resulted in significantly greater charges for a billing period. One of the following is required:

• A plumber or maintenance person must provide sufficient documentation of a leak.
• Customers must provide receipts for items purchased for repairs.  

Customers must request leak adjustments no later than two months after the billing date for the adjustment. Customers are allowed one leak adjustment in a 12-month period. 

If an adjustment is approved, the customer will be charged an amount based on an average of the previous six months.

• Leak Adjustment Request
• Leak Adjustment Request (Español)

If a meter fails to register water use, the customer will be charged an amount for water and sewer usage based on an average of the previous six months. The standard for meter accuracy is plus or minus 10%.

A meter flow test can be requested, with a fee charged if the meter passes the flow test.

Contact Customer Service

Ensure your customer information is up to date. Please update your information with the town whenever you have a change in:

• Billing address
• Email address
• Telephone number

Customer Information Update

The town has about 7,000 water meters in its service area and two employees responsible for the meters. They:

• Read, repair, replace and test meters.
• Connect and disconnect water service.

Meter information is gathered electronically from the employees' vehicles on a monthly basis. The employees will physically check meters that produce unusual readings, such as high, low or no usage.

Service is disconnected one month after payment has not been received (the previous month’s bill must be paid by the current month’s due date).

To have service reconnected, pay the full balance and all penalties and fees.

Have the town automatically draft payment from your bank account on the 10th or 25th day of each month.

1. Submit the form with a voided check by mail, in person or by deposit box.
2. Pay by other methods until your bill states, “Do not pay. Paid by draft.” Enrollment takes at least one billing cycle. 

Forms

Start Bank Draft

• Automated Debit Service Enrollment Form
• Automated Debit Service Enrollment Form (Español)

Stop Bank Draft

• Request to Discontinue Automated Debit Service
• Request to Discontinue Automated Debit Service (Español)

Set up recurring payments through your bank account. Starting electronic payments from your bank can take up to 90 days. Your bank will issue a paper check for payment during this setup period.

1. Log on to your bank's online bill pay service and enter Town of Hillsborough as a payee with this “remit to” address: Town of Hillsborough, PO Box 429, Hillsborough, NC 27278.
2. Enter your account or customer number in the format shown on your bill. 

Deposit Box — Leave non-cash payments in the box at the Town Hall Annex, 105 E. Corbin St.

In Person — Make cash or check payments or get staff help with credit or debit card payments between 9 a.m. and 5 p.m. weekdays at the Town Hall Annex, 105 E. Corbin St.

Mail — Send payments to Town of Hillsborough, PO Box 429, Hillsborough, NC 27278.

Registration 

To use the online features, visit the town payments and donations website to register. Account numbers are provided on bills.

To confirm your registration on the website, you will need your account number and the amount you last paid for water or sewer charges. Contact customer service for the amount to enter if you do not have your last paid bill.

Benefits

Utility customers who register to use the online platform can:

• View utility bills online.
• Set up automatic payments from debit or credit cards.
• Sign up for text alerts.
• Register for bills by email.

They also:

• Have access to their account information around the clock daily, including usage history and monthly readings.
• Have ability to print current and previous bills.
• Do not have to remember their last payment amount to make a payment.
• Can pay electronically, potentially saving time and avoiding late fees.

Fees

The town does not add any fees or surcharges to electronic payments of utility bills at this time. Automatic bank draft is a convenient payment method that generates no fees for customers and minimal fees for the town.