Like Our Facebook PageWe’ve tried to answer the questions we hear most often from you and your neighbors. If you don’t find the answers you need here, please call us during business hours at 413-536-1050.
Frequently Asked Questions
Please complete the entire application process at least 24 hours in advance of your closing so that we can create a final bill for the seller. Even if you are moving from one home in South Hadley to another and already have an account with us, we need the service information submitted for your new residence.
It is important to understand that the billing will remain in your name until our office receives a written notice to terminate. Be sure to provide a forwarding address where we can send any applicable refund or send your final bill; provide notice of 24 hours before the closing so that we can determine if you are owed a refund or have an outstanding balance.
Renters should fully complete the application process at least 24 hours before you would like your service to start. We will also need you to present your lease agreement. In most cases, service can start within 24 hours of a completed application, excluding weekends and holidays.
If you need your electric meter moved to complete a project, call us at 413-536-1050 and SHELD will unlock the electric meter to allow your electrician to move it. Meter locations must be approved by SHELD. Please see our Information and Requirements for Electric Service booklet (PDF) for more information.
We will need information about your account and your forwarding address and contact information where we can send any refund you may be due, or bill for any remaining balance. You can provide that by phone, in person, by mail or by fax. Please provide at least three business days before the date you want your service stopped.
If you want your electric service temporarily disconnected, you must make a written request and sign a waiver either by mail, fax, or in person at our office. When service is resumed, there is no fee for the reconnect.
You can pay your monthly bill online, by mail, in person at our office during business hours, or drop off payments after hours through the letter slot in our office door. When paying by mail, please enclose the bottom portion of your bill with your check to ensure proper credit. Please do not mail cash.
If paying in person, please bring your entire bill with you so that we can process your transaction as efficiently as possible.
If paying in person, please bring your entire bill with you so that we can process your transaction as efficiently as possible.
Residential customers will get a 6% discount on power consumption, distribution, and customer base rate charges portion of the bill if it is paid within 14 days of the billing date. A discount due date is printed on each bill.
Each customer's electric use depends on many different factors such as home size, number of household members, types of appliances in use, and individual lifestyle choices. These personal differences are key if you're trying to analyze your bill. The best way to learn about your home's energy efficiency is to get a free, personalized home energy audit, sponsored by SHELD. To schedule yours, call toll-free: 1-888-333-7525.
Electric meters in South Hadley are read monthly, typically take place on the 1st or 8th depending on where you live. Bills are generally sent within a few days of the reading.
If you would like your bill temporarily forwarded to you at another address, or need it to be regularly sent to a third party for payment, please let us know. You can also designate a different mailing address for your bill to be sent through the online billpay portal.
To apply for fuel assistance you need to call Franklin Community Action Commission at 413-774-2318. Senior citizens can call the Council of Aging at 413-538-5042. You can find more information on the Community Action website, or you can download the Fuel Assistance Program brochure (PDF).
The Home Energy Loss Prevention Service (HELPS) can answer all your energy efficiency questions and also schedule a free home energy audit. Get more information at the Muni HELPS website, or call them toll-free: 1-888-333-7525.
If you have financial problems that affect your ability to pay your electric bill, please call our office at 413-536-1050 as soon as possible.
All of our technicians will be wearing PPE (Personal Protective Equipment) which includes a mask and gloves while maintaining social distancing when possible. The day before your installation is scheduled, our Customer Service team will be sending out a questionnaire to be answered by the primary applicant to ensure safety for both the customer and our technician. Before entering a home, our technicians will again ask six mandatory questions to each household to determine if it is safe to enter the home. Our technicians will be taking their temperature daily in addition to increasing all hygiene protocols including hand washing and hand sanitization between each home installation.