Frequently Asked Questions

How are My Properties determined ?

The list of properties in My Properties are properties that you, the landlord or property manager, are affiliated to by a Landlord Agreement. These properties can appear three ways; Landlord, Tenant, or Information needed (Info Only). Landlord properties are those that are associated to you and are currently vacant and you as the landlord are responsible for the usage. Tenant properties are properties occupied by a tenant and the usage is their responsibility. Information needed (Info Only) properties are properties in which it was implied by a tenant that you are the landlord of the property but a Transfer Option has not been allocated.

Why can't I see a specific property listed in My Properties ?
	Properties appear based on Transfer Option enrollment. If a property is not appearing in your My Properties, go to Add Property and select a Transfer Option.

How can I remove a property from appearing in My Properties ?
	From My Properties page search for the property which you wish to remove. Select the View/Edit Property button. You will be brought to the Manage Property page where you will check the box for remove next address of the property.

I have properties in NH, MA and CT.
	At this time the Property Management Gateway has individual sites for each Organization. You will need to login to each sites respective site to see your associated properties.

What is an Info Only property ?
	Properties listed as Info Only or appearing with a “?” image next to them indicates that there is not a specific Transfer Option assigned to the property. To assign a Transfer Option to the site select Confirm this site. Info Only sites are not able to perform transactions using the Property Management Gateway.

What does pending activity mean ?

Properties with an active Transfer Option may appear in My Properties with the text, pending activity next to it. This is an indication that there is a move order that is pending activity. It can either be a landlord property pending activity or a tenant property pending activity. Specific dates of the pending activity cannot be reviewed. Additional transactions on the property are prevented when in a pending activity state.

Can I search for a specific property ?
	Yes. To search for a specific property in your My Properties list, select the Search My Properties dropdown arrow found just below the text My Properties in a blue bar. A search box will then appear for you to input a specific address for a property you wish to view. To collapse the search box click hide search from the search box window.

I am searching for a specific site and I keep getting an error message.

Performing a search is not inclusive of all properties. When performing this search you are only searching those properties that are affiliated to your web ID and have a Transfer Option. If you are searching for a property and keep receiving an error message it is telling you that you need to first ADD that property by selecting Add Property and choosing a Transfer Option. Once that is complete this property will appear in your My Properties.

I just sold some of my properties; do I need to do anything ?
	You must remove the property from your My Properties first. To do so, select the View/Edit Property button next to the property you wish to remove. Managing the Properties is based on the Transfer Option; if you have sold multiple properties, you will need to select all properties based on the Transfer Option.

Can I move a tenant into a property ?
	Selecting the Transfer Service Option next to a property will allow you to schedule a Move In for the tenant.

I am trying to move a tenant out.
	Due to privacy protection, move outs are currently not available through the Property Management Gateway.

Can I search for a specific property ?
	Yes, you may search for a specific property by selecting the search from the drop down on the Manage My Bills landing page. A search box will appear allowing you to search by either the Billing Account Number or Service Address. The searched for properties are only those that are associated to you and are not tenant occupied.

I cannot view usage history on a property in a tenant’s name ?
	For privacy reasons, only properties in the landlord’s name that are not tenant occupied are permitted.

What is Identification Verification ?
	In an effort to enhance the protection of your information, we have implemented strengthened security measures on payment transactions. In order to perform certain transactions, we require a one-time verification of your identity. Providing this information, will ensure that transactions performed on this account are authorized by the primary account holder.

I cannot open any pdfs from the Property Management Gateway.
	Adobe Acrobat Reader is a program that allows you to view PDF (Portable Document Format) files. You must have the Adobe Acrobat Reader properly installed on your computer in order to view and print PDF files on this Web Site. If you do not have this software, you can visit Adobe and install their latest version for free.

What is a Vacant Dwelling letter ?

In Connecticut the services to a vacant rental property cannot be shut off without sufficient verification. To provide the verification, print and complete the Vacant Dwelling form, then have it notarized. Once the completed and notarized document is received in our office an order will be placed to disconnect the service on the next available business day. You can go to My Properties to see if the order has been placed.

What is an Occupant Consent letter ?

In Connecticut the services to a rental property which is occupied by a tenant, but billed to the owner cannot be disconnected without written consent from both the owner and the tenant. To disconnect the services to a unit in the landlord’s name where the tenant has vacated, print the form and have the landlord and tenant complete and sign their respective sections of the letter. Once the completed form is received in our office, an order will be placed to disconnect the service on the date requested, or if that date is passed, then the next available business day.

How do I print the form ?
	After locating the appropriate form, click on the Download PDF button to open the document. Once it is open, click on the Printer icon in the tool bar.

Where can I return my completed Vacant Dwelling form ?
	The original Vacant Dwelling form, with the notary’s raised stamp can be mailed to: Eversource Attn: Customer Care PO Box 2956 Hartford CT, 06104 A copy of the form or a faxed form will not be accepted. The form will be returned to you with a request for the original. This will delay the processing of the disconnect order.

Where can I return my completed Occupant Consent form ?
	The completed Occupant Consent form can be faxed to 866-855-9921. If you are unable to fax, the completed Occupant Consent form can be mailed to: Eversource Attn: Customer Care PO Box 2956 Hartford CT, 06104

Who can I contact with questions about the Occupant Consent or Vacant Dwelling forms ?
	Questions can be e-mailed to CustomerServiceWMassTS@eversource.com. Or to speak with a representative, call 1-877-659-6326. Customer Care is available to help you Monday through Friday from 7:00a.m. – 7:00 p.m. and Saturday from 10:00 a.m. – 3:00 p.m.

I returned a Vacant Dwelling form, how can I tell if my order was scheduled ?
	Log in to the Property Management Gateway. On the My Properties page, navigate to the property which you would like to have disconnected. If there is Pending Activity, then an order has been scheduled. To obtain the date of the order, contact Customer Care via e-mail or phone. Go to the Need Help section of the web page for the correct contact information.

How long will it take to disconnect the service ?
	Once the completed forms are received in the office, an order to disconnect the service will be placed for the first available business day.

My meter is inside, how will you gain access ?
	When the representative is scheduling the order you will be contacted to make arrangements for access. Please make sure the completed forms contain a good contact phone number for you.

When can I anticipate my Registration request will be approved?
	You will receive an email from Eversource within two business days stating that your account has been setup or requesting additional information to expedite your registration request.

I already have an online account why am I being prompted to register?
	You may already have a web login but additional security needs to be completed to allow landlords and property manager’s access to the Property Management Gateway.

I manage properties in both CT and MA, do I have to register them separately?
	The Property Management Gateway is service location specific and has a separate link for its correlating operating company. At this time, it is not possible to add multiple properties from various states. You will be able to use the same web id to login to each separate site but only the properties serviced within that state will be accessible.

How do I know that I successfully completed my registration?
	Upon successfully completing the registration request, you will be brought to a confirmation page that indicates that an email will be sent to you when your request has been approved.
	See also - "When can I anticipate my Registration request will be approved?"

Why do I keep getting a system message that my request cannot be completed?
	In the event that we are performing system upgrades, users may not be able to complete affected transactions. We appreciate your patience and welcome you to contact us using one of our contacts us methods mentioned in the box above FAQS.

Can all my office support share one login?
	The Property Management Gateway allows up to ten additional web ids to be associated to one landlord id. The additional administrators on your account need to have an existing web id. Only the power admin has access to manage additional administrators. The additional administrators will not be linked to the power administers operating company web id, e.g., eversource.com

Will additional users be able to see my existing personal accounts from the Property Management Gateway?
	The additional administrators will not be linked to the power administers operating company web id, e.g., eversource.com

How many additional users can be assigned to one Property Management Gateway login?
	The Property Management Gateway allows up to ten additional web ids to be associated to one landlord id. The additional administrators on your account need to have an existing web id. The power administrator may request additional administrators at time of registration or once the Property Management Gateway access has been approved, add administrators can be located under manage users.

How do I remove additional users from my Property Management Gateway?
	The Property Management gateway only allows power administrators to manage user’s access. The power administrator can simply log into the Property Management Gateway and click on the top link, Manage Users

Can I have multiple logins so I can keep my property management companies separate?
	The Property Management Gateway creates its access level based on the web id which uses the email address as the unique identifier. In the case that you have separate email addresses for the differentiating properties you manage, you can create a web id for them separately and then request access with each individual id.

I have more than five business names, how can I have them all added to my ID?

The registration form currently allows up to five business names to be added under the Billing Information Details. Additional instructions may also be included in the comments field of the Requested by section. In the event that not all properties are associated to your id, you will be able to add properties in the Property Management Gateway under Add Property. Properties are associated to your web id based on your Transfer Option being applied to a property.

What is the Property Management Gateway?

The Property Management Gateway is a free web based portal implemented by Eversource that allows landlords and property managers to view properties associated to them through the Transfer Option, Add new properties to their login by associating a Transfer Option, Manage existing Transfer Options on properties. Additionally, landlords and property managers are able to generate a move in for a new tenant, view bills, pay bills, enroll for e-billing and update mailing address for properties in their names.

How do I start using the Property Management Gateway?

Registering for the Property Management Gateway is simple. First, you must have a web login.

If you are already an Online Service user, you may use the same web login for the Property Management Gateway. When using the same id for both sites, you will be associating Billing Accounts from the Property Management Gateway to your id. Upon completing a Billing Account function (all transactions found in Manage My Bills) you will see that Billing Account listed in your existing utility web site Account Summary list upon your next login. The Billing Account will appear with the nickname (LANDLORD PORTAL).

If you are a new Web customer to any Eversource sites, you will need to create your web login first under Login-> New User.

Once logged into the Property Management Gateway, complete the Registration three step process. This form may be completed by any authorized landlord, property manager, or office support staff member.

You will receive an email from Eversource within two business days stating that your account has been setup or requesting additional information to expedite your registration request.

When can I anticipate my Registration request will be approved?
	You will receive an email from Eversource within two business days stating that your account has been setup or requesting additional information to expedite your registration request.

I registered but did not receive a Registration Complete email.
	In the event that you registered and did not receive an email confirmation from us within two business days, please contact us by clicking the Contact Us link at the top of the Home Page. Sometimes external emails can be interpreted as SPAM, please also check your SPAM folder for emails.

My Registration Request was rejected.
	Unfortunately, there may be times that during the registration process a Customer Service Representative did not have all the appropriate information needed to complete a registration request. You will receive an email stating that your request was declined and comments will be provided to assist in a successful registration.

How can I update my email address?
	To change your email address associated to your login id, you will need to login to an operating company website and look for Email Address under Manage Account.

Can I use the Property Management Gateway if I am not an existing customer?
	Landlords and property managers need to have a billing account number to associate the web id to in order to create a relationship. Even if they themselves are not customers in our service territory, they would have an account in order to create the Transfer Option on their properties.

Can I use the Property Management Gateway to access my existing online accounts?
	Unfortunately, there will not be a link to the Operating Company websites from the Property Management Gateway. Don’t forget to bookmark your Property Management Gateway for easier access on your next visit.

What web browser should I be using for the Property Management Gateway?
	The Property Management Gateway was designed to be used with • Firefox® version 42.0 or above, • Chrome® version 39.0 or above, • Safari Version 8 & 9 or • Microsoft® Internet Explorer 9, 10 & 11.

What privacy measures protect my online account?

You will be asked to provide additional security information before you can complete certain transactions on our website. Residential customers will be asked to provide the last four digits of the primary account holder's "Primary ID.” Commercial customers will be asked for their phone number.

A Primary ID is the unique identification number you provided at the time you set up service. For most residential customers, it will be the last four digits of the Social Security Number. If we do not have a primary ID, you have the option of completing ID verification online or you may call our Customer Service Center for assistance.

What else do I need to know?
	You will receive a notification when the ID verification process is completed. You can request changes of access to your account by contacting Customer Service. Only authorized persons will be able to complete the following transactions on your account.
	One Time Pay payments
	Credit Card payments through JP Morgan Chase
	You will receive a notification every time one of the listed transactions is completed.

Privacy & Legal Statement
	This Privacy Statement has been created and is maintained by Eversource ("Company," "we" or "our") for its utility affiliates and other affiliates, to demonstrate Eversource's firm commitment to protecting your privacy online. The Company maintains rigorous security measures to protect against the loss, misuse and alteration of the information under our control. Please read this Privacy Statement to understand how we gather and use information.
	This Privacy Statement covers all the websites for the Company and will be updated, revised and enhanced as needed to ensure the continued full protection of your privacy and personal information. We encourage you to periodically check for updates and revisions to our Privacy Statement.

Why do I have to select a Transfer Option?
	Properties which appear in your my Properties list are associated with a “Landlord Agreement.” This agreement tells the respective utility what action to take with the meter when a tenant vacates.
	You have the option of automatically being billed for the property when a tenant leaves or having the meter disconnected. Adding your property to an agreement relieves you of the responsibility of calling your utility each time a tenant vacates.

What is a transfer option?
	A transfer option tells the respective utility what action to take with the meter when a tenant vacates.
	You have the option of automatically being billed for the property when a tenant leaves or having the meter disconnected. Adding a transfer option to your property to relieves you of the responsibility of calling your utility each time a tenant vacates.

What is Transfer to Landlord?
	Throughout the year the billing for the meter will automatically be transferred into your name when a tenant vacates your property.

What is Summer Transfer to Landlord?
	The billing for the meter will automatically be transferred into your name when a tenant vacates your property between May 1 and September 30. Should a tenant vacate during the other months of the year the service will be disconnected.

What is Winter Transfer to Landlord?
	The billing for the meter will automatically be transferred into your name when a tenant vacates your property between October 1 and April 30. Should a tenant vacate during the other months of the year the service will be disconnected.

What is Disconnect between tenants?
	The meter will automatically be disconnected when a tenant vacates your property.

Why can’t I just add my property?
	In order to add a property to your list of properties, you must indicate the action you would like taken on the meter when a tenant vacates and provide a mailing address so we have an address to send any future communications.
	After you have selected the transfer option and completed the mailing address, you will be asked to select the property to be added.

Why am I not able to update the mailing address of all My Properties?
	Landlords are only allowed to update properties that are their Billing responsibility. These Properties are identified by the red door icon in My Properties. For security reasons Landlords are not allowed to update tenants mailing address in the Property Management Gateway.

Are additional users in my office that I gave access to the Property Management Gateway able to make mailing address updates?
	The additional users that are associated to your properties in the Property Management Gateway can perform all transactions that you may. The additional users are only prevented from managing users unlike you, the administrator can.

I would like the bills sent to a different location than the property (service) address.
	As long as the property is your billing responsibility, you may update the mailing address to wherever you wish at any time.

I forgot to update my mailing address last month and I would like to see my bill.
	You may access your bill in the Property Management Gateway by selecting Manage My Bills and then looking for the specific Service Address or Billing Account and clicking “View Bill” to the right of the window pane. Be sure you have the latest version of Adobe and pop up blocker is not preventing the bill from appearing.

I am moving locations and would like to update my mailing address for all my accounts.
	You may select the properties you wish to update the mailing address on in increments of twenty five.

How long will it take for my bills to be sent to my new mailing address?
	This depends on the billing cycle schedule the selected property is on. If a bill was already generated for the month that you made a mailing address update, the next bill will be sent to the new mailing address.

Should I expect confirmation of my mailing address change?
	Yes, the web id used to complete the mailing address update was setup with an email associated to it when created. The confirmation will be emailed to that Email address.

I would like my mail to be sent to multiple locations.
	At this time requests for multiple mailing addresses is only available by calling and speaking with a Customer Service Representative.