Frequently Asked Questions

We have many options to assist with paying your bill. We offer a variety of flexible payment plans, as well as information on assistance programs and local agencies in your area. If you’d like to discuss your options, you can always call us at 1-888-301-7700.

There are many adjustments you can make that can lower your monthly bill. One is to make energy efficient changes in your home or business. We offer electric and gas efficiency programs in partnership with local, state and federal agencies. These programs include sizable rebates and incentives for efficiency upgrades, improving your home comfort and convenience, and reducing your monthly energy costs.

Your monthly energy statement contains a lot of information and doesn’t always use straightforward terminology. We provide information on our website to help you decipher your bill, but if you have further questions, you can always contact our Customer Service team at 1-888-301-7700.

Pruning cycles allow us to control re-growth over a consistent percentage of a service territory and ensure that all areas are maintained over the same time period. Learn more about our tree pruning practices.

Hazard or danger trees are dead or dying trees or limbs that are mechanically unstable or biologically unhealthy and pose a threat to our electrical facilities. We try to identify and remove these trees as early as possible.

Tree crews are an integral part of outage restoration during and following storms. We work with our tree contractors to reserve resources ahead of major storms, and communicate with crews during and after power restoration to address hazard trees and other compromises to our system.

Tree debris is not removed during or after storms; this is the tree-owner’s responsibility. Any debris that is a result of our standard trim cycles is removed or put through a chipper. Pieces not fitting into the chipper are cut into manageable lengths and left for the owner or designee.

We don’t remove debris after our tree or line crews remove branches or trees during unscheduled outages and other emergencies.

We don’t take cut wood away because it has value and belongs to homeowners. It may be able to be sold if you don’t want to keep it yourself.

If you’ve requested pruning, we’ll visit your property for an assessment. If your trees affect power equipment or clearances, or pose a significant threat to our system, we’ll work with you to remove them.

While putting the lines underground sounds like a safe and aesthetic alternative to pruning, it’s not always the answer. Burying electrical lines is expensive and may lead to longer outages and more difficult repairs in the event of failure. Trees can still be damaged since roots are often impacted by underground work as well.

A number of payment locations are conveniently located throughout our service areas. To find a location to make a payment, please search for your nearest Western Union location.

Please be aware that some locations may require a bill in order to make a payment or process a security deposit. Federal requirements limit the maximum payment amount at $2,500 per transaction. Use only authorized payment agents to facilitate timely payment posting! Many of our customers pay their bill directly to us or use a payment agent that we've authorized to collect customer payments. However, some customers have used bill payment services that do not have any arrangements with us to process payments. We cannot ensure that payments made through one of these unauthorized bill payment services will be forwarded to us in a timely manner or even ensure that payment will be forwarded at all.

To protect yourself and your utility service, be sure to follow these steps:

• Use caution when making your payment through a third-party bill payment service that is not authorized by Unitil.
• Be sure to bring both portions (top and bottom) of your bill or provide your 10-digit Unitil account number.
• The payment agent might charge a service fee for each transaction. Check your local phone directory and contact the payment agent for specifics. Most importantly, always keep your receipt.