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Customer Care

Temporary utility payment policies in place (updated July 22, 2020)

Governor Cooper has informed municipalities and other utility providers that Executive Order 142 will expire July 29, meaning normal utility billing will resume July 30. We encourage customers who have accrued an unpaid balance of any amount to contact us at 704-920-5555 to establish a payment plan. We understand the financial hardship the COVID-19 pandemic has brought to many customers and our team stands ready to help through this difficult time.

Several statewide Executive Orders temporarily suspended residential utility service disconnections and waived penalties, fees, and interest on amounts due between March 31 and July 29. Payments due before March 31 will be subject to disconnection beginning July 30. If you have an unpaid balance on your account, please contact Customer Care at 704-920-5555 to establish a payment plan and avoid disconnection.

Customers will have at least a six-month period beginning July 30 to pay off unpaid balances that came due between March 31-July 29. Unpaid balances prior to or after this timeframe will be due according to our typical policies. Please contact Customer Care at 704-920-5555 with any questions or concerns regarding payment on your utility account, or if you are having trouble paying your bills. We thank our customers who have remained current or have paid what they are able during this time, and look forward to working with you. Click here for additional information.

Online Utility Application Services

Start new service, transfer existing service, or stop service.  

Click here to access our Online Utility Application.  

Water Loss Protection Plan

Effective July 1, 2019, the City of Concord is able to assist customers who experience high water bills due to unexpected leaks with a new program that provides a 100 percent leak adjustment. The program allows a customer to receive this adjustment one time over a 24-month period.  Click here to learn more.

Need more time to pay your utility bill?

Customers may need more time to pay their utility bill. City staff are available to discuss payment arrangements which will allow the customer to request an extension of time when paying their bill. Click here to learn more about the City’s Payment Agreement option.

Learn about our Neighbor Helping Neighbor program.

Midland Customers Only

For information regarding Midland Capital Recovery Fee, please download Midland Capital Recovery Fee FAQ.

If you have any issues with the site, please call Customer Care at 704-920-5555.

Billing Issues

If you feel your bill is incorrect and cannot resolve your complaint with a Customer Care Representative, the customer has the right to request a review by the municipality's Customer Care Manager. You may contact the Customer Care Manager at (704) 920-5240 between the hours of 8:00 am and 5:00 pm Monday through Friday. If you believe a bill is in error, bring the bill and any other supporting documents to the Customer Service Manager at City Hall, 35 Cabarrus Avenue West. You may also fax the information to 704-920-6953 or e-mail us.

Frequently asked questions:

Q. When is cut off day?

A. 45th day from bill date.

Q. How much are deposits?

A. $150.00 Electric and $75.00 Water/Sewer.

Q. Where are you located?

A. 35 Cabarrus Avenue West, Concord, NC 28025.


Budget Billing Information

The Utility Budget Billing Application is available online. Please click the link below to fill out the application.

Budget Billing Application 

Applications are accepted January through June each year. 

Budget Billing FAQ


Autopay Information

To enroll in Autopay, log in to your eCARE account and select “Log in to Invoice Cloud” from the left side menu. At the next landing page, select “My Profile” then select “Autopay”. Follow the instructions on the screen to add your payment method and activate Autopay enrollment for your next billing due date.

Contact if you need assistance.