Unitil Customer Service — New Hampshire (expert guide)

Overview of Unitil service in New Hampshire

Unitil Corporation operates as a regional utility providing electric and natural gas distribution in portions of New Hampshire’s Seacoast region and surrounding communities. For New Hampshire customers, Unitil manages account services, meter operations, emergency response, outage restoration and billing support. The company’s corporate headquarters is located at 6 Liberty Lane West, Hampton, NH 03842 and further account access and online tools are available at https://www.unitil.com.

This guide focuses on practical customer-service details New Hampshire residents need: how to contact Unitil effectively, what documentation and timelines matter when opening or transferring service, how billing and payments work, and the specific procedures to follow during gas or electric emergencies. The aim is to give immediately actionable information so you can resolve common issues faster and avoid unnecessary service interruptions or late fees.

Contact points, hours and response expectations

Unitil’s online customer portal (myAccount) and the website’s dedicated pages for outages and billing are primary contact channels for routine and urgent needs. The website includes secure login, bill viewing, payment scheduling, outage maps and forms to start or stop service. For emergencies (gas odor, sparks, downed lines), Unitil maintains a 24/7 emergency response process — report hazards immediately via the emergency contact method printed on your bill or the emergency link on unitil.com.

For non-emergency customer-service inquiries such as billing questions, enrollment in payment plans, or meter-reading disputes, expect typical phone and portal response windows to be within one to three business days for written requests and same-day if you call during business hours. When calling, have your account number and the service address ready to reduce hold time and to speed verification. Written requests submitted through the secure portal generate a reference number you should keep for follow-up.

Billing, payments, and common fees

Unitil bills are generally issued monthly and include separate line items for distribution, supply (if consolidated supply is provided), taxes and surcharges. Customers can select paperless billing, enroll in automatic bank draft (ACH) or pay-by-credit-card; some credit-card transactions incur a merchant fee depending on the payment channel. To avoid late fees, review the due date printed on the bill and set reminders or automatic payments through the portal.

For customers who prefer predictable monthly expenses, Unitil typically offers budget or levelized payment plans that average your annual costs into 12 equal monthly payments; enrollment details and eligibility criteria appear on the account page. If you receive a paid-in-full disconnect notice or a deposit request due to credit screening after a service transfer, contact customer service immediately to discuss deposit alternatives, installment arrangements, or proof-of-pay history to minimize deposit requirements.

Outages, safety and emergency procedures

Gas and electric emergencies are handled under federally guided timelines and state safety protocols. If you smell gas, evacuate the location, avoid using phones or switches inside the building, and call Unitil’s emergency reporting method immediately. For power outages, check the online outage map to confirm whether the company has acknowledged the event and to see estimated restoration times. Unitil coordinates with municipal agencies and first responders when outages affect critical infrastructure.

Documenting outages (take times, photos, appliance failures) helps with later billing disputes or claims for frozen foods and damaged equipment. If you have medical equipment dependent on electricity, enroll in any available medically necessary customer registry to ensure prioritization during restorations; this requires a physician’s letter or medical certification per company policy.

Starting, stopping and transferring service — what you need

Starting new service or transferring an existing Unitil account in New Hampshire typically requires: the service address, valid photo ID, Social Security number (or tax ID) for credit checks, a forwarding address for the previous account if applicable, and a signed lease or ownership proof for some accounts. Requests made before noon on a business day are often processed for same-day start; off-hours or weekend requests may require the next business day.

When moving, schedule disconnection at the old address and connection at the new address with at least 3–5 business days’ notice in peak seasons (summer/winter) to accommodate meter readings and possible site checks. If a meter exchange or infrastructure upgrade is required at the new location, Unitil will provide a timeline and cost estimate; customers may be billed for special service work if requested upgrades exceed standard connection scope.

Assistance programs, protections and appeals

Unitil participates in federal and state energy assistance and low-income programs; New Hampshire customers can be referred to state-administered LIHEAP programs, local weatherization agencies, and company hardship funds. Eligibility for company-administered relief typically requires income verification, documentation of household size, and application through the customer-service center or portal.

If you disagree with a billing charge or a service restoration decision, utilize Unitil’s dispute process: submit a written appeal through the portal or by mail, include supporting documentation (photos, receipts, meter readings), and keep the dispute reference number. Unresolved disputes may be escalated to the New Hampshire Public Utilities Commission for formal review under state procedures.

• Quick-contact checklist: account number, service address, last bill date and amount, meter reading (if disputing), photo ID for identity verification, physician letter for medically necessary service flag.
• Required documents for new service or assistance: lease/ownership proof, government ID, SSN or tax ID for credit check, income statements for assistance programs, and any prior utility payment history to avoid deposits.

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 Unitil’s customer satisfaction rating?

97% of our customers were satisfied with the way we handled their service requests.

Is Eversource gas or electric?

Eversource Energy (Eversource) is an energy holding company. The company transmits and distributes electricity through its subsidiaries. It also distributes natural gas and water.

What does Unitil cover?

Unitil operates an 85-mile interstate natural gas pipeline and 1,100-mile distribution system in Massachusetts, New Hampshire and Maine. The high pressure pipeline lies safely out of view, quietly carrying clean-burning natural gas in New England.

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.

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.