Residential Services:

What is the average power usage for a residential customer?

 

A typical medium-density residential customer uses 800 kWh a month.


Where can I learn tips and tools for saving money and energy at my home?

 

Learn about our programs to help you save money and energy at home here.

Why are seasonal rates high?

 

Seasonal Residential customer classification is defined as any residential service not meeting the Residential Year-round criteria. It includes dwellings such as cottages, chalets, and camps. Delivering electricity to seasonal customers requires more infrastructure compared to delivering electricity to more populated areas. Seasonal rates are higher than year-round residential rates to account for these additional infrastructure-related costs, enabling us to fully recover costs associated with delivering electricity to seasonal customers.

Why do I pay for delivery if I do not use electricity?

 

A delivery rate is the price you pay to have your electricity delivered to your home. It covers the cost of maintenance, upkeep, and all the little things that go into making sure you have the energy you need, when you need it. We include the cost of delivering electricity to customers' properties on their bill under the Delivery Charge. To find out what rate you pay and for more information on the Delivery Charge on your bill visit Understand My Bill.

Can I change my rate class?

 

If your service type is seasonal and you live at your dwelling year-round, you can apply to change your service type to year-round residential. You will need to complete a declaration form. For other changes in rate class or service type, contact us.

Where can I get more information to help as I build and connect my new house?

 

If you are building a house, be sure to visit our New Home Construction and Working Safely at Home pages for helpful tips and information. Incentives are available through the New Home Construction initiative to home builders and renovators for the installation of energy-efficient measures in the home.

How do I report damage to Hydro One equipment?

 

If you have an issue with low-hanging wire or if there are damaged wires on or near your property, please contact us. A representative will be sent out to answer your questions or concerns. If a power line is down or damaged, stay clear and call our power outage and emergency number immediately at 1-800-434-1235

In terms of equipment around my home, what is your property and what belongs to me?

 

In general, you are responsible for:

  • Power lines, poles, and other electrical equipment that supply only your home,

  • Meter base – the metal box that houses the meter,

  • Service panel or fuse box – the circuit breakers or fuses and all of the wiring, electrical outlets, and fixtures in your home.

 

In general, we are responsible for:

  • Power lines, poles and other electrical equipment that supply your home as well as neighbouring properties,

  • Meter – the meter that measures electricity use

 

Contact us if you are not sure what electrical equipment you own. If you plan to repair, replace, or upgrade your electrical equipment, make sure you hire a licensed electrician. Once per year you are eligible to have your electricity service disconnected and reconnected for free so you can maintain your electrical equipment. You can request a Temporary Disconnect in myAccount.

Can you temporarily disconnect my power?

 

Once a year we can temporarily disconnect and then reconnect your electricity service for free so you can arrange to upgrade or maintain your electrical equipment, including trimming your trees. Please give us at least 10 days’ notice to schedule this work. To submit a request for a Temporary Disconnect in myAccount.

How can I get a copy of my bill?

 

To see a copy of your current bill and payment history log in to myAccount. For bills starting in May 2013, you can click on the bill item and a copy of the bill will open for you. Bills prior to May 2013 are not available online.

How can I view my electricity use online?

 

Once you are being billed on Time-of-Use (TOU) pricing you can go log in to myAccount and register to see how much electricity you used by hour, by day, or by billing period. You can even see how changes in temperature affect the way you use electricity.

How do I pay my bill online?

 

You can pay your bill online through your financial institution or through an online credit card payment. If you prefer, you can also have your bill amount automatically withdrawn with our Pre-Authorized Payments. To learn more, visit Billing & Payment Methods.

Where can I learn more about rate density classes?

 

All residential delivery rates are based on your service type. Service types are determined by the area you live in and the number of customers in your area. The fewer people who live in your area, the more it takes to bring you reliable energy, and the higher the cost. You can locate your service type and delivery rates on page two of your bill.

  • Urban High Density - contains 3,000 or more customers, with at least 60 customers for every kilometer of power line used to supply energy to the zone 
  • Medium Density - contains 100 or more customers, with at least 15 customers for every kilometer of power line used to supply energy to the zone.
  • Low Density - the remaining area not covered by Urban or Medium Density areas.