City Utilities - Customer Service

Overview


The Customer Service Division, of the City’s Finance Department, manages the monthly billing for Henderson Municipal Power & Light, Henderson Water Utilities, and the Municipal Gas Department.  It also bills Solid Waste and Commercial Demolition and Debris accounts (sanitation).

The office currently employs thirteen employees, including a five member office staff that processes over 1,300 phone calls per month and initiates new utility services, special payment procedures, and the actual billing process.  Eight employees work outside of the building taking care of on-site duties such as turning on and off meters, handling customer concerns, and reading meters. The meter readers read an average of 500 meters each per day with a read accuracy of 99.7%.

Setting Up a New Account

First of all, be sure you know your new address! (You’d be surprised how many people don’t know this!) If you are buying your home from a financial institution, we require proof of ownership, an I.D. and $7.50 per utility ($22.50 if you have Gas, Electric and Water).

If you are buying on contract or renting, you will be required to pay the $7.50 service charge per utility, plus a deposit. Call a Customer Service Rep for amount. In lieu of a deposit, a cosigner may sign for you.  To qualify as a cosigner, a resident must own their own home, live within the city limits, and have not been on our cut-off list for the past 2 years.  

About Your Bill

By City Ordinance, your bill must be mailed to you no later than 10 days before your due date.  Your due date will always be the same day each month, but should it fall on a weekend or City holiday, you will be allowed the next working day without penalty.  Should you not receive a bill, please call our office for the amount due.  If your bill is not paid on or before your due date, penalty will be added to your bill and a final notice, stating the last day to pay, will be mailed to you and your cosigner if you have one.  A service charge of $10.00 per utility will be assessed against your account if not paid in full before the final date.

Payments may be mailed or made at the Municipal Center, at the drive-thru or night deposit. The following local financial institutions will also accept payments if you have an original bill and it is paid on or before your due date: Independence Bank, Ohio Valley Bank, or Old National Bank. 

Another popular method of payment is our Automatic Payment Plan (ACH). With this plan, a monthly bill will still be mailed to you (it will be marked ’Paid by Bank Draft’).  On your normal due date the funds will be drawn from your checking or savings account. Great for people on the go!  Download the Auto Pay Authorization form now, or pick one up at the Municipal Building. You can also request to have the form mailed to you by calling 270-831-1200, extension 219.

Sign up for Budget Payments - you can now sign up anytime of the year, and your monthly budget billed amount will be based on an average of your prior twelve months of bills adjusted by an inflationary factor. You can call Customer Service at
831-1290, extension 219, for more information.

City Observed Holidays

Need Help with Your Bill?

These agencies may be able to assist you.

Requesting a Change or Read-out

For the protection of our customers and their authorized spouses, they are the only ones who can request any change on their account.  You must request service to be discontinued in person.  If this is simply impossible due to being out of town, etc., please contact our office.  Changes in your mailing address must also be made in person, or in written form, and mailed or faxed to our office. 

Deposits made on utility accounts when ‘Read-in’, will be applied to accounts when ’Read-out’, and any balance remaining will normally be available for refund after noon the following day.  Again, only those who signed the account will be able to pick up this refund without prior authorization.  You will be required to show identification.  If you have moved out of town, we will be happy to forward a check to you. 

If your service is disconnected due to nonpayment, your bill must be paid in full, including all penalty and service charges. During our normal working hours, service will be reconnected at no additional charge.  After normal working hours, weekends, or holiday, you must call 911 for service to be restored.  An additional $50.00 service charge will be collected at the time of reconnection.

Electronic Meter Reading

Many gas and electric meters are equipped with ‘ERTs’, devices emitting radio signals that will automatically transmit the meter read to the reader’s handheld unit without exposing our reader to dangers such as unfriendly pets and other hazards.  Some water meters are equipped with devices attached to their lids, which allow reads to be transmitted to the handheld unit when touched with a wand. (Sounds magical, but a real time saver for us.)

Remember…

© Copyright, 2002.  All Rights Reserved, City of Henderson Kentucky.