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Posted on: May 13, 2019

New Utility Billing – What You Need to Know

Concord Municipal Utilities has rolled out an exciting new utility billing and other changes! All your Town utilities — Electric, Water, Sewer and Broadband — will be combined into one newly-designed monthly bill making it easy for you to pay with just one payment.

Customer Service

We combined our Utility Customer Service team during the past ten months to give you one point of contact for information and assistance on your utility accounts. The team is located at 1175 Elm Street and can be reached at 978-318-3101, or concordutilities@concordma.gov.

We will extend our customer service phone and lobby hours from Monday, May 13 – Friday, June 7 to assist our customers with the transition to the new billing system. These will be our hours during the transition period:

  • 7:00 AM – 4:30 PM Monday, Tuesday, Wednesday, and Friday
  • 7:00 AM – 5:30 PM Thursday

New Bill Design and Billing

We have completely re-designed our bills to accommodate all your utility account information on one bill. Each customer is assigned a Customer Number and each utility service provider (Electric, Water, Sewer, Broadband) is assigned a separate Account Number under that customer number.

In addition to your billing and service summary, you will see each service provider activity along with your usage graphs, comparisons, and averages on the new bill. For customers with multiple service locations, you will receive one bill for all your service locations.

You can continue to receive your bill in the mail, or opt to go paperless and view your bill online with SmartHub.

You will continue to receive your monthly bill on the same billing cycle as you receive it today. So if your Bill Date is the 10th of the month, you will continue to receive your new bill on the 10th; if your Bill Date is the 20th, then you will continue to receive your new bill on the 20th; and if your Bill Date is the 30th, then you will continue to be billed on the 30th.

Your first new bill beginning with the May 10th bill cycle will include a “How to Read Your Bill” insert to help you understand the changes we’ve made to our new bills.

Payment Options

We are pleased to offer our customers several options for bill payment of all their utilities: Electric, Water, Sewer and Broadband. Bill payment options include paying by credit card using MasterCard, Visa, or Discover. Both options below are separate from and in addition to making a payment through SmartHub®, the new customer account portal.

Credit Cards

To make a one-time credit card payment (if you don’t need to see your billing or payment history), use our new PayNow web portal, https://concord.smarthub.coop/PayNow.html via your smart phone, tablet, or computer. You don’t need to register for a SmartHub account to use PayNow; you simply need your current account number. To see your billing and payment history; however, you will need to register for a SmartHub account.

Other important information to know:

  • A $3.95 convenience fee will be applied to your credit card
  • Max charge of $500.00, including the $3.95 fee
  • Residential Accounts only
  • We take great care to comply with all payment card industry compliance laws which protect your credit card information.

Or call our SecurePay Automated Phone System 24- hours a day, 7 days a week 888-255-5147 to pay your bill over the phone. You can inquire about your account balance, update your phone number or make payments. You will be required to enter your account number and know your amount due as well as set up a Personal Identification Number (PIN). This is for your safety against fraud.

  • A $3.95 convenience fee will be applied to your credit card
  • Max charge of $500.00, including the $3.95 fee
  • Residential Accounts only

These options do not allow reoccurring payments; please enroll in SmartHub and setup Automatic Bank Draft utilizing your bank or savings account – there is no fee using SmartHub.

Automatic Bank Draft

If you are currently set up for automatic bank draft, your information will automatically carry over to the new billing system so there is no further action that you need to take. You can manage and make changes to your account using SmartHub, the new customer portal.

  • No fee associated with bank drafts whether through SmartHub or your bank account

If you are not currently enrolled and wish to make payments from your bank account, please register SmartHub.

Drop off Payments

You can continue to mail your cash, check, or money order payment, or pay your bill in person at the Town House, or 1175 Elm Street or utilize our Night Drop Box located right outside our front door.

Introducing SmartHub — Customer Self-Service Portal

We are very excited to offer our customers the new SmartHub self-service Web portal and mobile app to give you access to even more services and options than before.

The SmartHub app for your smartphone or tablet can be downloaded, free, from the Apple iTunes and Google Play stores. You will not have access to register until Monday May 13, 2019.

Type SmartHub in the search box, download the app, and find Concord Municipal Utilities either by location or name.

With SmartHub, you can:

  • Manage your account information
  • View and monitor your usage
  • Go paperless
  • View your current bill and bill history
  • Sign-up to receive notifications via email or text messaging concerning activity on your account
  • Pay your bill immediately with secure online payments
  • Set up auto payments and never miss a payment (bank draft only at this time)
  • Report a problem
  • Contact our office to initiate various customer service requests
  • Change email, contact numbers, mailing addresses


We value our customers and your business, and these exciting changes will help Concord Municipal Utilities to better serve you!

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