COVID-19 — Important Utilities Information

Updated: April 8, 2020

March 26, 2020

To help protect our Town employees and the community, the Town is operating only essential services until further notice and all municipal buildings are closed. Most departments, including ours, are working with minimal staffing during limited hours. Concord Municipal Utilities is committed to delivering reliable electric, water/sewer, and broadband service, and we are adapting to support our residential and business customers during this difficult time. 

We have scaled back our operations and adjusted how we handle the following essential services:  

Financial Hardship – We have temporarily suspended disconnection of service and late-payment charges for non-payment. If you have lost your job or are experiencing financial hardship due to the COVID-19 pandemic — whether you are a residential customer or a Concord business — please contact Customer Service at concordutilities@concordma.gov or 978-318-3101 to discuss how we can help with offering a payment plan.

New Service Applications – New service applications are available on line and will be processed on Mondays and Wednesdays. For residential rentals, applications will be accepted via emails, and a flat $200 deposit will be added to the customer’s first invoice.  

Final Account Requests – Final readings will be scheduled for Mondays and Wednesdays only. The broker needs to make arrangements for the final invoice payments to be handled at the closing. Concord Municipal Utilities will be happy to email the final invoice to the broker. 

Broadband Speed Increases – We are receiving numerous requests for broadband speed increases. You may be experiencing a slowing down of your favorite sites and streaming services because of increased Internet traffic. Increasing your broadband speed may not be the answer. Read more

Load Management Programs – With many family members at home during the Stay-At-Home advisory, there may be a need for increased levels of heat and hot water similar to family holidays like Thanksgiving. CMLP will discontinue all load control (controlled water heating and ETS) events until further notice, so ETS units and hot water heaters may operate at any time of the day for as long as desired. ETS customers will continue to receive the ETS rate for all qualified ETS usage; hot water heater customers will continue to receive the monthly credit on their bill.

Online and Automated Payment Options – You can avoid dropping off or mailing your payment with our different online and automated options to pay your Concord utilities (Electric, Water, Sewer or Broadband). 

Go to our Utility Bill Payment Options web page for more information about the following payment options:

SmartHub® – pay your bill immediately with secure online payments, or set up an automatic bank draft so you never miss a payment

PayNow – make a one-time credit card payment on our web portal

SecurePay – make a one-time credit card payment using our automated phone system

Online Bank Payments (Internet Banking) – make electronic payments from your bank or other financial institution’s website, if available. 

NOTE: While we are doing everything possible to post customers’ payments as quickly as possible, we are seeing delays of up to a week from the banks on processing payments due to their limited staffing. If you don’t see jthat your check has been cashed when you expect, please look again in a week and then call us if it has not been cashed. 

We appreciate your patience during this unprecedented time and will respond to you as quickly as we are able. If this is an emergency, please call 978-318-3101 during normal business hours (8am - 4pm) Monday - Friday; or the Concord Police after hours at 978-318-3400.