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Payments & Utility Billing

1. How do I open and close a utility account as a tenant/renter?: Services for rental units may use our online services to open, close or transfer a utility account. Open, Close, or Transfer Your Utility Account. Payments & Utility Billing is available Monday through Friday, 8:30 a.m. - 5:00 p.m. Customers may visit the South Main Street location or call us at (302) 366-7000 between the hours of 8:30 a.m. – 4:00 p.m.

2. What fees or deposits are required for residential electric service for new tenants?: New services for rental units require a minimum deposit of $100 to set up service, along with a $30 non-refundable application fee that will be billed to the account. Security deposits are refundable after 3 years’ good payment history, or upon moving out of the property. The refund process may take up to 4-weeks.

3. What information is required to establish electric service for a residential rental property?: State identification is required to establish service. A copy of the rental agreement or landlord affidavit is required within 10-days of moving into the property.

4. I am a new homeowner, how do I put the service in my name?: The buyer’s attorney will contact the City of Newark prior to your settlement. They will provide us with your settlement information. We ask that you contact us after settlement to provide us with demographic information, such as telephone number(s), mailing address, and additional account names.

5. How do I pay my utility bill?: Payments may be mailed to P.O. Box 13447, Philadelphia, PA 19101-3447. The City is required to utilize our local financial institution's lockbox to process payments in a timely manner. Residents who choose not to use this Philadelphia payment center may use one of the following options: Dial (302)366-7000 to use our 24-hour automated payment system, CustomerConnect Payment portal, or in person at 220 South Main Street, Newark, DE 19711. Lobby hours of Operation are 8:30 a.m. - 5:00 p.m.

6. Can I pay my ticket online?: Customers can pay their ticket online by visiting the City of Newark's Parking Portal.

7. What is the customer charge listed on my bill?: The customer charge is a flat charge to reduce the City’s sensitivity to various consumption. It assists in the recovery of fixed costs incurred to provide service.

8. How do I make payment arrangements?: Payment arrangements can be made in accordance to the City Code, provided the account is not in excess of default arrangements, by contacting Payments & Utility Billing.

9. I disagree with the amount of my bill, what should I do?: Review your bill to see if the meter reading was an actual meter reading (MR) or a computer estimate (CE). If your meter reading was estimated, contact our office with an actual meter reading. We encourage you to view your daily usage in Customer Connect for continual usage. Our Payments & Utility Billing division is able to assist you with troubleshooting potential issues. Meter tests are available at a cost of $70. This cost is waived if the meter fails.

10. I need help paying my bills, what can I do?: There are many third-party agencies that assist with electric payments. The City of Newark also has an annual fund to help its residents. Contact our partnering agencies or Payments & Utility Billing Division for additional information.

11. What is the “Energy next” line on my bill?: Energy next refers to the inclining rate structure of the bill. While our winter rates are traditionally flat, the summer rates are tiered at the first 250 kWh, next 750 kWh, and kWh in excess of 1000 kWh.

12. What is Budget Billing?: Budget Billing or equal billing is a service that reviews your prior annual utility bill average. Once the average is calculated, a monthly draft occurs from your checking or credit card account for 11-months. On the 12th month, customers are billed for the current bill and the reconciled balance (debit or credit). Customers must be on a Preauthorized Payment plan to participate in equal billing and have an acceptable payment history greater than 12-months.

13. How do I change the name on the bill?: Name changes can be updated with the submittal of marriage, divorce, or death certificate.

14. I am a tenant who is unable to place water service in my name, why?: Water and sewer service are directly associated with the property. Services that can be liened must remain in the name of the property owner. While tenants are unable to place the account in their name or establish a Customer Connect account under the name of the owner, you can have the owner provide authorization for us to mail the bills directly to you.

15. What is Customer Connect?: Customer Connect is an interactive web portal that enables customers to monitor usage charts, enroll in electronic billing, remit one-time payments, make automatic payments, analyze bills, view billing information, up to date usage, update account information, and create service requests. Customers will have 24-hour access to review the most current and up-to-date account information.

16. I am having trouble selecting a password for my Customer Connect account.: You must select 7 alpha characters and 1 numeric character at minimum. Special characters are permissible as well.

17. What payment methods are accepted?: Visa, MasterCard, Discover, cash, money orders, and checks

18. Are my Customer Connect transactions secure?: Customer Connect is built with security in mind. The website has been certified to be secured for bank transactions. The site is encrypted with 128-bit encryption and is regularly verified to meet or exceed PCI Data Security Standard (PCI DSS) compliance standards. Your credit card information is not stored.

19. How can I register my address for medical emergencies?: Residents may register their address for medical emergencies by filling out the Life Support Certification form. Your medical practitioner must complete and certify this form. The Life Support status does not prevent residents from service interruptions for power failures, natural disasters, or non-payment service interruptions.

20. Do you offer rebates or incentives for energy conservation?: Yes, the City of Newark, in partnership with Delaware Municipal Electric Corporation, help residents and businesses reduce their energy use and save money through Efficiency Smart. This program offers rebates, incentives and more.

21. I am moving; will my Customer Connect account automatically transfer over to my new address?: Yes, provided that you indicate that you are moving from one location to another within City limits.

22. Can customers sign up for Preauthorized Payments (PAP) or Budget Billing through Customer Connect?: Customers can sign up for Preauthorized Payments to draft from their financial institution online. Simply log in to the portal, select “Pay & View Bills” and select, “Auto Pay.” Budget Billing plans must be added by a Payments and Utility Billing representative by calling (302)366-7000 during normal business hours, Monday through Friday 8:30 a.m. to 4:00 p.m.

23. Who can I reach out to for Customer Connect assistance?: Our Payments & Utility Billing division is available Monday through Friday from 8:30 a.m. to 4:00 p.m. to assist you with utility related inquiries at (302)366-7000.