Building Blocks of Trust Case Study

City of Durham, North Carolina and Community Empowerment Fund Advancing Affordability and Empowering Community Members

In Durham, North Carolina, residents often faced water shutoffs due to mounting water fines and fees. While the City offered customer assistance programs and maintained a hardship fund meant to prevent shutoffs, customers did not take advantage of these benefits and hardship funds went unspent. This lack of participation in bill assistance did not mean everyone in Durham could afford their water bills, however.

The City and Community Empowerment Fund used a multipronged approach to build trust with the community and revamp its rate assistance programs.