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IF YOU SUSPECT A GAS LEAK, LEAVE THE AREA IMMEDIATELY AND CALL UNITIL AT THE APPROPRIATE EMERGENCY NUMBER BELOW FROM A SAFE LOCATION.

GAS EMERGENCIES

CUSTOMER SERVICE

 

Your New Energy Statement

When we asked our customers what changes they might like to see in their Unitil statements to make them easier to understand and more helpful, you gave us great feedback that we took straight to heart!

Introducing your redesigned Unitil statement – created with some of the new user-friendly features you asked for.

Read more

 

We provide sample energy statements to help walk you through charges and definitions that you may see on yours. Click the links below to view a sample residential or commercial statement, depending on your customer type.

Sample residential energy statement

Sample commercial energy statement

 

To mail in your payment, please address it to:

Unitil
P.O. Box 981010
Boston, MA 02298-1010

 

Residential Budget Billing Option

Our residential customers can enjoy the convenience of fixed monthly payments throughout the year with our Budget Billing Program. Energy bills fluctuate during the year as your energy usage keeps pace with changes in the weather. Paying more some months and less other months can be troublesome to families with a fixed income. Distribute your payments evenly throughout the year by enrolling in our Budget Billing Program.

Please note:  We will be transitioning to a new customer information system this summer.  During this transition, there will not be an annual “true up” period as in years past to reset your account. Existing budgets will carry over a credit or balance. Details on our future budget program are below.

 
How It Works

The Budget Billing Program operates on an annual cycle that begins when the new budget plan is set up and ends with a true-up process every twelve months. Residential accounts may be enrolled at any time of the year. Non-residential accounts are not eligible for this program. 

Beginning in July 2017, we will calculate the monthly budget payment amount based on the average usage for all electric, gas or other services during the same period of the previous year. Any projected increases or decreases that are anticipated for the remainder of the current budget cycle will be added or subtracted to determine your estimated total charges. The estimated total charges are then divided by the remaining number of months in the current budget cycle to determine your budget payment amount.

Your account will be reviewed quarterly to ensure it is keeping pace with your actual charges. If we need to adjust your payment amount, we will add a message on your bill to make you aware. During the true-up process every twelve months, any existing debit or credit on your account will be dispersed over the next annual cycle. In this way, your bill for the next budget period may fluctuate according to the usage registered for the last period as well as any overpaid or unpaid balance accrued. 

If you have paid more than your actual charges and you have a credit balance, that amount will be rolled over and applied to your next bill. To continue on the Budget Billing Program, the budget payment amount must be paid each month.

Any amount due on your account prior to enrolling in the program will not be included and must be paid in full by the due date stated on the bill.

 

Customer Rights & Information

We've compiled basic customer information regarding your energy statement, depending on the type of service we provide you.
 
If we are unable to read your meter, we calculate your bill based on your typical monthly usage rather than an actual meter reading. Any necessary adjustments will be made the next time the meter is read.
 
A copy of the rate schedule under which you are billed is available upon request.
 
Customers are responsible for service in their name until we are notified to disconnect service. Please call us at least 2 business days before you move to make arrangements for stopping or starting electric service.  If you receive a disconnect notice, you must pay the overdue amount before the disconnect date to avoid disconnection of service. If your service is disconnected for nonpayment, the total past due amount plus a service charge and deposit may be required before electricity is reconnected.
 
Security Deposits may be required if you have received four (4) disconnection notices during the previous twelve (12) months due to non-payment of your bill.
 
If you believe your bill is not correct, please call or write to us at the phone numbers or address listed at the bottom of this bill. If you are not satisfied with our decision, you may appeal in writing to the:
 
New Hampshire Public Utilities Commission
21 South Fruit Street, Suite 10
Concord, NH 03301-2429
800-852-3793
 
If all residents in your home are 65 or older, your electric service will not be disconnected for nonpayment of your bill between December 1 and April 1 without the written permission of the New Hampshire Public Utilities Commission. If you are unable to pay your bill in full, call us at 800-852-3339 (Capital area customers), 800-582-7276 (Seacoast area customers) or 866-933-3820 (NH gas customers) to receive this protection and to arrange a payment plan.
 
If you or anyone living in your home is seriously ill, provided a physician has certified in writing that for serious health reasons electric service should not be disconnected, we will not disconnect your service for nonpayment of your bill.
 
If someone in your home depends on electrically operated life-support equipment, please let us know days before you move to make arrangements for stopping or starting.
 
Payment plans are available for four (4) or more months to pay any overdue portion of your bill, while you continue to pay current bills. Please contact us if a payment problem occurs.
 
Our equal payment plan allows you to budget your electric heating costs over eleven (11) equal monthly payments.
 
We can refer you to local community agencies and programs that can offer assistance in paying your utility bills.
If we are unable to read your meter, we calculate your bill based on your typical monthly usage rather than an actual meter reading. Any necessary adjustments will be made the next time the meter is read.
 
You have the right to dispute your bill. If you believe your bill is not correct, please call us. If you are not satisfied with our decision, you may appeal in writing or call the Massachusetts Department of Telecommunications and Energy (MDTE) at:
 
One South Station
Boston, MA 02110
877-886-5066/617-737-2836
 
If all residents in your home are 65 or older, we cannot terminate your service for nonpayment of your bill without the approval of the MDTE. If you are unable to pay your bill, call us at 888-301-7700 to receive this this special protection and to arrange a payment plan.
 
If there is a child under 12 months old living in your home, we will not shut off your service, provided you also have a financial hardship. You must have a financial hardship form on file with Unitil.
 
If you or anyone living in your home is seriously ill, we will not shut off your service, provided you also have a financial hardship. Your physician or Board of Health must call and then certify to us in writing within 7 days that a serious illness exists. You must have a financial hardship form on file with Unitil.
 
If you heat your home with natural gas or electricity or your heat is started by gas or electricity and you have a financial hardship, we will not terminate your utility service during the winter months (November 15 - April 15) if you cannot pay your overdue bills. You must have a financial hardship form on file with Unitil.
 
Payment plans are available for four or more months to pay any overdue portion of your bill while you continue to pay current bills. Please contact us at 888-301-7700 if a payment problem occurs.
 
Unitil le esta informando la siguiente información importante a neustros clients. Por favor llame el numero telefónico 888-301-7700 para traducer en español con un representante de clientes que habla español.
If you believe your bill is not correct, please call or write to us at the phone numbers or address listed at the bottom of this bill. If you are not satisfied with our decision, you may appeal in writing to the:
 
Maine Public Utilities Commission
242 State Street, State House Station 18
Augusta, ME 04333

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