Frequently Asked Questions

Customers are responsible for all equipment inside the building*, beginning at the meter.

This includes the union (where the meter is attached to the line or pipe entering the structure) and all lines after the union, including those within the structure. In some cases, the line from the meter to the structure is buried; however, the customer is also responsible for the maintenance of this line.

Unitil is responsible for all equipment prior to entering the building. This includes the gas service pipe, the regulator and the meter.

Learn more about service equipment responsibilities

*Occasionally, meters are located inside the building instead of outside. In these infrequent cases, company-owned piping enters the building and Unitil is responsible for all equipment up to and including the meter.

Your meter could be one of several models we use in our service areas. Digital and odometer displays are the most straightforward to read because they present your energy usage directly; dial meters can be a little more difficult.

Your meter tells us how much energy your property has used in the previous billing cycle and can help keep you informed of your monthly energy use, too. By comparing your monthly use over time, you can make more informed decisions about your usage and find ways to lower your monthly bill. Unitil’s electric meters are read through our AMI or Automated Metering Infrastructure technology, which allows us to take accurate meter readings without visiting your location.

You can view your usage on your monthly statement or on the "Billed Usage" or "Smart Meter" tab of your MyUnitil portal.

We encourage our electric customers to install renewable energy systems on their property to generate their own renewable energy in parallel with our existing electric infrastructure. While such a project can be a big undertaking, you’ll be helping to offset your electric usage which can lower your monthly utility bill. You’ll also be joining a community of customers that support the development of renewable energy alternatives locally and nationally.

Unitil provides electric and gas service to specific regions of Massachusetts and New Hampshire, and natural gas to specific regions in Maine. Not sure if you’re in our territory? View our service areas.

Generally, your budget billing monthly payment amount will be reviewed periodically. Adjustments may be needed to prevent you from having a large amount due or credit balance at the end of the program year. If we change your payment amount, we will notify you of the new amount, which will appear on your next bill. Changes to your payment amount are based on several factors such as:

• The price of electricity and/or natural gas changes
• Warmer or colder temperatures mean you will use more or less energy to heat or cool your home
• Your monthly usage has changed compared to the prior usage history that was used for calculating your payment amount

If you or a family member uses electrically operated life support systems, we encourage you to notify us in advance of any outages by submitting our Physician’s Certification Form found here. Once we receive this form, your account will be noted and we will include a notification to you in the event that we anticipate adverse weather or scheduled maintenance which may result in a power outage.

Visit the Unitil Outage Map for up-to-date outage info and estimated restoration times.

Check out our Outages & Emergencies page for information on emergency and storm preparation, storm updates, power restoration, and preparing for extended outages.

We also have dedicated resources and information for municipal contacts in the communities we serve.

You will need to provide us with the following:

• Your name
• The address of the new location
• The gas equipment to be installed with input rating

Natural gas is not available in all locations, although we may serve your community. View our Switch to Gas page to see if gas is available at your address or call us toll-free at 1-888-486-4845 to inquire about availability in your neighborhood.

Although Unitil does not specifically endorse any contractors, we do have a few lists of local plumbing and heating contractors.

You can also check your local yellow pages. Verify that the contractor is licensed and insured before any work is performed.

If you smell, see, or hear a suspected gas leak, evacuate immediately.

Move to a safe environment and THEN call 911.

After that, you can call Unitil at the emergency number for your state:

• Maine gas emergencies: 1-866-900-4460
  • Former Bangor Natural Gas Customers: 1-877-427-7991
• Massachusetts gas emergencies: 1-866-542-3547
• New Hampshire gas emergencies: 1-866-900-4115

DO NOT use a lighter or phone, and DO NOT switch on/off appliances, lights, or even a flashlight in the area where you smell gas. These items can produce sparks that might ignite the gas and cause an explosion.