Customer Support

Landlords

As an owner or manager of residential properties, you need to anticipate problems before they happen. Our tools and information help you stay ahead of the challenge.

Move In/Move Out Best Practices

Use the following guidelines and helpful tips to help make the process simple and efficient when residents move in or out.

Moving In

Have new residents visit xcelenergy.com/startservice to begin their service with us. If your resident was already an Xcel Energy customer, have them visit www.xcelenergy.com/transferservice to transfer their service to the new location. If you have questions about the process, please contact us. Once service is activated, ask your new resident to provide you with their Xcel Energy premises number (a unique identifier that we assigned to the service address) before you issue the key. A new resident may already have an Xcel Energy account number because of previous service.

If you prefer to handle service set up yourself for your new residents, you can call us at 1-800-895-4999 to provide the information, or have the resident fill out our New Occupant Application (PDF). When using the application:

Moving Out

If your resident is moving out, have them visit www.xcelenergy.com/stopservice to discontinue their service with us. If your resident is relocating to a premises that is still in one of our service areas, have them visit www.xcelenergy.com/transferservice to transfer their service to the new location. Avoid date disputes at move out by using the Discontinuation of Service Form and Instructions (PDF).

Additional Resources & Documents

Find additional information below, including: landlord agreements, which allow you to preselect the action we will take when a resident moves out; third party notifications, which provide you a copy of disconnection notices sent to your residents; Proactive Premises Notifications, which notify you when a property has a change in status; and Synchronized Billing, which reduces the number of statements you receive each month.

Landlord Agreements

Landlord agreements allow you to preselect the action we will take when a resident moves out.

Automatic Turn On
With Automatic Turn On (ATO), service is automatically transferred back to you when your tenant moves out. You will be notified by mail when a service address is transferred back.

To set up this service, complete the Automatic Turn On Option form. When we receive your request for ATO, we will contact you to determine the best bill configuration for your vacant units and your accounts payable process. (See Billing & Payment)

Lock on Disconnect
The Lock on Disconnect (LOD) option is not usually recommended as it involves the service being physically disconnected when a resident moves out, and reconnected when a new resident moves in. Charges to lock and unlock the meter may be applied.

Reconnections are generally completed by the end of the next business day but can be delayed in out-state areas and by emergency situations. In addition, someone must be present to provide access for all gas service reconnections.

To set up Lock on Disconnect, complete the Billing of Vacant Rental Property Agreement (PDF) and mark the LOD box on the agreement form.

Third Party Notifications

When service is disconnected for non-payment, there can be consequences for property managers as well as for the resident involved. Third Party Notice notifies you about disconnection notices sent to your residents.

  • When you are aware of the pending disconnection of an occupied unit, you can address the situation with the resident and take measures to avoid damage to property (such as refrigerators) that may result from the disconnection.
  • Third party notice may also alert you to a pending disconnection on a vacant unit if a tenant moved out without notifying us to end service. You can avoid unnecessary disconnections by contacting us to transfer service back to the you.

We recommend that the resident complete the Third Party Notice Form (PDF) before keys are issued. The form must be signed by the resident and property manager to be valid. You may also choose to add language to your lease indicating Third Party Notice is required for utilities.

Proactive Premises Notification

If you frequently contact us to verify the status of tenant changes, you may be better served by using the Proactive Premises Notification (PPN). The PPN provides an email notice when any of your rental addresses has a change in status. The PPN notices can be set up on accounts that have an active Automatic Turn On agreement with 30 or more addresses.

To see if you would be eligible to receive the email notices, please email us and include as much of the following information as you can:

  • Account name/Site name
  • Account Numbers
  • Addresses
  • Contact Name
  • Email address

Synchronized Billing

When you manage multiple properties, we recommend using Synchronized Billing to reduce the number of statements you receive each month. Synchronized Billing allows you to combine multiple vacant rental properties on one account. Synchronized Billing can also be set up on a separate account for your house meters. Synchronized Billing accounts receive one statement per month with one due date, which can greatly simplify payments. The Synchronized Bill statement includes:

  • A summary section that lists each active property and the total balance due
  • Additional pages for each property with detailed billing information
  • One bill stub to remit with payment

Some property managers prefer to receive one synchronized bill for all vacant rental units and another for house meters. Others prefer to have a separate synchronized bill for vacant units in each building. If you manage rentals for multiple owners, you may need a synchronized bill for each business entity. We can work with you to determine the billing format that works most efficiently with your accounts payable process.

Contact

Have additional questions? Email us.

Energy Saving Tip

Create your own shade by planting a tree in a strategic location in your yard to block sunlight from pouring into your windows. It doesn't get much more green than a tree!

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Signs of an Overloaded Electrical System

Lights that flicker, dim or blink and warm or discolored wall plates may be warnings of an overloaded electrical system.

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