Unitil Customer Service: Practical, Expert Guide

Contents

1 Unitil Customer Service: Practical, Expert Guide

Who Unitil Serves and How Their Service Model Works

Unitil is a regional utility company serving communities in New Hampshire, Maine and Massachusetts. The company operates distribution utilities that deliver electricity and natural gas to residential, commercial and municipal customers; their service footprint focuses on smaller urban and suburban areas rather than large metropolitan grids. Because Unitil’s distribution model relies on local poles, lines and meters, most routine customer issues are resolved through local field crews and a centralized customer service organization.

Understanding how Unitil organizes responsibilities helps customers get faster results. The company handles customer-facing functions — billing, account management, outage reporting and conservation programs — while large-scale generation and wholesale supply are procured through regional markets or third-party suppliers. That means many questions about supply rates, competitive offers and regional capacity are tied to broader New England market mechanics, while meter readings, reconnections and safety inspections remain Unitil’s direct responsibility.

Contacting Unitil: Where to Start

For immediate safety hazards — for example, the smell of natural gas, visible flame, or major arcing — call 911 first, then contact Unitil’s emergency line as posted on your bill or at unitil.com. Unitil maintains a central web portal at https://www.unitil.com where customers can access account login, outage maps, payment options and the exact emergency and business numbers for their region. Always refer to the account number printed on your bill when contacting customer service to speed verification.

If you need corporate or mailed correspondence addresses, Unitil’s corporate headquarters is located in Hampton, New Hampshire; the company also lists local business offices and field depots on its website. For the fastest response on non-emergency matters (billing disputes, new service requests, moving a service), use the secure online account tools at unitil.com or the customer service email/contact forms — these channels automatically attach your account identifier and reduce hold time compared with general inquiries.

Billing, Payments and Financial Assistance

Unitil offers multiple standard billing and payment options designed to balance convenience and cost management. Typical options include online bill pay through a secure portal, automatic bank draft (ACH), pay-by-phone, mail-in checks, and authorized third-party payment locations. Paperless billing and e-billing reduce processing times and are often required to participate in certain budget or enrollment programs.

Common payment methods: online portal (bank/credit card), ACH auto-pay (no late fees with on-time drafts), pay-by-phone (automated or agent), mail, and authorized in-person locations. Check unitil.com for any transaction fees that can apply to credit-card payments.

Financial relief and billing programs: Unitil typically offers Budget Billing (averages seasonal usage to level monthly payments), payment arrangements for past-due balances, and referrals to state or local low-income energy assistance programs (HEAP or LIHEAP) administered by counties or community action agencies. Eligibility rules and documentation requirements (income verification, household size) are posted on the company site and state program pages.

When disputing charges, document your usage comparison (monthly kWh or therms) and the meter read dates from your bill; Unitil’s meter investigation or test process can take several business days and may require a technician visit. If a billing error is confirmed, credits are typically applied to the next billing cycle; if a meter test shows accuracy within regulatory tolerance, the customer may be responsible for testing fees unless waived by the utility or regulator.

Outages, Service Interruptions and Emergency Response

Unitil maintains an outage map and status updates on their website and often via automated text or phone alerts if you enroll in notifications. For planned interruptions (maintenance, upgrades), customers should receive advance notices with the expected start and end times, estimated restoration windows and any special instructions for medically dependent customers. For unplanned outages, restoration priority typically follows (1) life-safety situations, (2) main feeders and critical infrastructure, (3) large commercial customers and schools, and (4) individual residential repairs.

How to report an outage: check the online outage map first; if your location is not listed, report via the online outage/reporting form or the emergency telephone number listed on your bill. Provide account number, service address, nature of problem (no power, flicker, gas odor), and any immediate safety concerns.

What to expect: initial acknowledgment within hours during large storms, with rolling updates. Typical full restorations for neighborhood-scale outages can range from a few hours to 24–48 hours in major storms; wide-area weather events may extend that timeline and require mutual aid from other utilities.

Energy Efficiency, Safety and Account Management

Unitil runs or partners on energy efficiency programs — for example, rebates for high-efficiency HVAC, insulation, heat pumps, and LED lighting — which are frequently updated in coordination with state energy offices. Customers should check program rebate amounts, qualifying equipment lists and contractor requirements on unitil.com or their state energy rebate portals. Small investments in insulation or programmable thermostats commonly deliver measurable savings and can reduce peak-season bills by a noticeable percentage.

Safety guidance is a key part of Unitil’s customer service: annual reminders about carbon monoxide detectors, safe generator use, and what to do if you smell gas are standard communications. For any maintenance or upgrade on your property that involves gas piping or electrical service changes, hire licensed contractors and submit any required notifications to Unitil in advance to coordinate meter locks, service disconnections/reconnections, and inspections.

Best Practical Tips for Customers

1) Keep your contact information current in the Unitil profile so outage alerts and billing notices reach you immediately. 2) Enroll in paperless billing and auto-pay if you want fewer missed payments and faster dispute resolution. 3) Save the unitil.com address and the account number from each bill in your phone for rapid reporting during outages or emergencies.

For definitive phone numbers, office locations, program rates, or current rebates and emergency contacts, consult Unitil’s official website at https://www.unitil.com where the company maintains up-to-date, region-specific information and secure customer portals. If you need help drafting a specific question to send to customer service or preparing documentation for a billing dispute, I can help you compose that next message or checklist.

What’s the best way to contact Unitil?

Fill out our form below to contact our Customer Service team and someone will assist you. Please allow 24-48 hours for a response. If you need immediate assistance, please call 1-888-301-7700.

How do I cancel MyUnitil service?

You may cancel your budget plan by contacting our Customer Service team at 1-888-301-7700. Upon cancellation from the program, your account will reflect your current charges, in addition to your deferred balance.

Is People’s Gas 24 hour Customer Service?

Why is MyUnitil bill so high?

There are many reasons your bill may fluctuate throughout the year. The number of days of the month, a change in seasons, and your monthly appliance usage can all have an impact.

What is the average Unitil bill?

The average residential power bill for a consumer of Unitil is $153.35 per month, while the nationwide average is $143.38. The electricity grid owned by the supplier experiences an average of 1.05 outages per customer each year, with outages lasting roughly 90.65 minutes.

Where is Unitil based?

Hampton, New Hampshire
Unitil Corporation (Unitil or the Company) is a public utility holding company headquartered in Hampton, New Hampshire. Unitil is subject to regulation as a holding company system by the Federal Energy Regulatory Commission (FERC) under the Energy Policy Act of 2005.