As a not-for-profit utility provider, the San Francisco Public Utilities Commission (SFPUC) has a special relationship to affordable housing. Many of these developments in San Francisco are energized by Hetch Hetchy Power, San Francisco’s public power utility. As the City strives to provide more affordable housing, Hetch Hetchy Power is committed to providing new affordable housing properties with resources, support, and 100% clean electricity. 

A Unique Learning Curve

Residents in affordable housing properties face unique challenges when it comes to electricity bills. Most customers are low-income or live on a fixed income. As a result, large or fluctuating bills can pose a financial burden. Additionally, households with low incomes tend to have a higher energy burden, meaning that a large portion of their income is spent on energy bills. Research shows that households with low incomes spend 10% or more of their income on energy costs, compared to only 5% or less for middle and upper-income households. 
 
For new Hetch Hetchy Power customers, it may be their first time paying an electricity bill. Perhaps they had a social worker managing their bills previously, or they were formerly unhoused – there are many reasons why customers may not be familiar with reading and paying an electricity bill. 

Meeting Customers Where They Are

Because of these challenges, the SFPUC's Power Enterprise makes a concerted effort to educate and support customers on their electricity bills. The SFPUC coordinates in-person, informational “Town Halls” for new affordable housing properties, where we discuss Hetch Hetchy Power, discount programs, energy-saving tips, and answer residents’ questions. 
 
For customers falling behind on their bills, the SFPUC provided additional support. Earlier this spring, the SFPUC Power team held informal chats with coffee, tea, and donuts at four affordable housing properties in the Mission District, the Tenderloin, Treasure Island, and Sunnydale, and advertised the events with multiple postcards, emails, and posters. Positioned in the apartment lobby, team members provided personalized support to customers, reviewing their bills and talking through their questions. In total, the SFPUC had one-on-one conversations with 64 customers, enrolled 12 customers in the Customer Assistance Program, and signed up 20 customers for payment plans. 
 
This new outreach underscores the importance of meeting customers where they are, literally. The SFPUC Power team had many meaningful and productive conversations as customers came home from work or were on their way to a community meeting.
 
As the City paves the way for more affordable housing, the SFPUC is ready to power those buildings and empower our customers in these properties. Learn more about San Francisco’s plan to create more affordable housing.