Housing Partner Resource Center

If you are transferring electricity service from the general contractor to the building owner, follow the steps below. You must complete your commercial account registration before residential unit billing can begin.

Note that electricity is billed separately from water and sewer services, and you will need to open a separate account for water and sewer service. Visit the Start or Stop Service page for more information on starting water and sewer service.  

Step 1: Set up your commercial account

Email the Customer Services Bureau at csbretailservices@sfwater.org with the following information:

• Organization Name
• Organization Role (project manager or property manager)
• Account Start Date
• Account Name
• Account Contact Person (Name and Title)
• Account Phone and Email
• Tax ID Number
• Mailing Address

Once we receive and process your request, we issue your account number(s). For consistency and to avoid issues from staff turnover, provide a general email address instead of an individual’s personal email.

Step 2: Register for MyAccount-Power

When you receive your account number, go to MyAccount-Power to register online. Enter your account number and property zip code to get started, then complete the rest of the required information. Make sure to use a general email address instead of an individual email to ensure continuity in case of staff turnover.

MyAccount-Power allows you to:

• Manage multiple accounts under one login
• Enroll in paperless billing
• Pay bills online or set up automatic payments
• Track electricity usage and see billing history

To avoid receiving individual paper bills for each power account in the mail, you must enroll in paperless billing in MyAccount-Power. Once registered online, you will be able to make a single payment across multiple accounts and enroll in autopay. Refer to the instructions for details. 

Note that the building owner is responsible for each residential unit’s billing until each resident signs up for their own electricity account. 

Paper Billing

If your organization is not yet registered in MyAccount-Power, take the following steps when making payments:     

• Submit ONE check covering all account payments
• Email csbretailservices@sfwater.org an Excel spreadsheet that lists each customer name and account number with the corresponding payment amount. PDF files will not be accepted, and payments cannot be processed without the required Excel spreadsheet. 

It’s important to help residents sign up for electricity accounts as soon as they have their move-in date. We strongly encourage property management and resident services staff to assist with account setup at the time of lease signing to avoid delays.

The Affordable Housing Electric Service Form must be completed each time a new resident moves in. Residents who are moving out must contact us directly to disconnect service, either by calling (415) 551-4720 or by submitting a request online through MyAccount-Power.  

Step 1: Complete the Affordable Housing Electric Service Form 

Fill out the Affordable Housing Electric Service Form with the resident, then email the completed form to csbretailservices@sfwater.org. This form also includes fields for enrollment in our Customer Assistance Program, which provides a 30% discount to qualifying customers.  

Incomplete or illegible forms may delay processing. Ensure all sections are completed and handwriting is clear. If Customer Services receives the form more than four weeks after the date of first occupancy, tenant billing will begin on the date the form is received. The building owner is responsible for charges up to that point.

Step 2: Register for MyAccount-Power

Residents who provide an email address on the Affordable Housing Electric Service Form will receive their account number by email within 5 business days. Residents who do not provide an email will receive their account number on their first bill, issued within 30 days of receipt of the Affordable Housing Electric Service Form. Once the resident receives their account number (by email or mail), they can register on MyAccount-Power to: 

• Enroll in paperless billing
• Pay bills online or set up automatic payments
• Track electricity usage and see billing history 

Important Information

• Income: Make sure residents do not list income as $0. Applications with $0 income will be denied. Visit the CAP page for information on what is considered household income.
• Service Deposit: Residents will see a security deposit on their first bill. This deposit will be automatically credited back after 12 on-time monthly payments.
• Why Sign-up Matters: The building owner is responsible for power bills until residents sign up for their own electric accounts.  
• Avoid Delays: If the Affordable Housing Electric Service Form is received more than four weeks after the move-in date listed, tenant billing will begin on the date the form is received. The building owner is responsible for charges up to that point.

When a new resident moves in, it’s important for them to sign up for their electricity accounts as soon as possible. We strongly encourage property management to direct residents to open their power accounts as soon as they have their move-in dates.

Step 1: Residents Request Service on MyAccount-Power

Residents can start service by filling out the online form on MyAccount-Power. 

Prefer to call in?

To start new service over the phone, call Customer Services at 415-551-4720. Visit the Start or Stop Service page for more information.

Step 2: Register for MyAccount-Power

Residents who provide an email address during sign-up will receive their account number by email within 5 business days. Residents who do not provide an email will receive their account number on their first bill, issued within 30 days of the resident signing up for an account. Once residents receive their account number (by email or mail), they can register on MyAccount-Power to:

• Enroll in paperless billing
• Pay bills online or set up automatic payments
• Track electricity usage and see billing history

Important Information

• Service Deposit: Residents will see a service deposit on their first bill. This deposit will be automatically credited back after 12 on-time monthly payments.
• Why Sign-up Matters: The building owner is responsible for power bills until residents sign up for their own electric accounts.

MyAccount-Power is available in multiple languages, including Spanish, Chinese, and Filipino. Language selection is in the top right corner of the webpage.

To create your MyAccount-Power account, you will need:

• Your Hetch Hetchy Power account number.
• Your zip code.

Follow the steps in the video below to register.

Once registered, you can:

• Sign up for electronic billing.
• Pay bills online or set up automatic payments.
• Track electricity usage and see billing history.

Note that electronic billing and autopay are not automatic – you must log in and make those selections with the instructions below.

MyAccount-Power Frequently Asked Questions

• What payment methods are accepted when paying online through MyAccount-Power?
  • We currently accept only ACH payments from your Bank Account. You can initiate a one-time payment by navigating to the "Billing" module, selecting the accounts you would like to pay for, and clicking on "Pay Now." You can also enroll in automatic payments under the "Auto Pay" tab of the Billing module.
• How do I sign up for automatic payment?
  • Sign up for automatic payment by navigating to:
    • Billing → Auto Pay → Add Payment Method  
• How do I sign up for paperless billing?
  • Sign up for paperless billing during registration or by navigating to:
    • My Account → Notification Preferences
• How can I make one payment across multiple accounts?
  • Once you have enrolled in paperless billing in MyAccount-Power, you will be able to make a single payment across multiple accounts and enroll in autopay. Refer to the instructions for details.  
• How do I add guest users?
  • Add guest users by navigating to:
    • My Account → Guest User  
• What languages is MyAccount-Power available in?
  • MyAccount-Power is available in Spanish, Chinese, and Filipino. Language selection is in the top right corner of the webpage.

Need additional help? Call the Customer Services Bureau at 415-551–4720 for assistance. 

We offer several discount programs to help reduce electricity costs for residents and affordable housing providers. Learn more about each program below. 

Note: Residents may participate in either the Customer Assistance Program or Medical Necessity Assistance Program, but not both.

Community Assistance Program (CAP) – For Residents

The Community Assistance Program (CAP) provides a 30% discount on electricity bills for income-qualified residents.

Affordable housing residents may enroll in CAP through the Affordable Housing Electric Service Form at the time of move-in. No separate application is required. Housing staff must attest that the income information provided is accurate, and residents are not required to submit income documentation.

Important: Make sure residents do not list income as $0. Applications with $0 income will be denied. Visit the CAP page for information on what is considered household income.

Not an affordable housing resident or missed CAP during move-in? Visit the CAP page to learn more and apply online.

Medical Necessity Assistance Program (MNAP) – For Residents

The Medical Necessity Assistance Program (MNAP) supports residents who rely on electrical life-support equipment due to medical conditions. The program allows for increased energy usage without higher rates.

To apply for the Medical Necessity Assistance Program, residents must mail in a completed application along with the required documentation, including a certification letter from a physician and proof of address.

Visit the MNAP page to learn more.

CARE Discount Program – For House (Common Area) Commercial Accounts

The CARE Discount Program provides a 30% discount on electricity bills for commercial (house) accounts at affordable housing properties. This applies to electricity used in shared areas such as elevators, community rooms, and hallway and exterior lighting. 

Visit the CARE page to learn more and apply online.
 

Would you like us to come to an upcoming resident meeting or hold office hours at your building?

Our team can:

• Help residents understand their electricity bill
• Share information about assistance programs
• Provide on-site, in-person billing support

We do our best to provide language support, depending on staff availability. To request a Hetch Hetchy Power visit to your location, email hhpower@sfwater.org. We look forward to supporting your residents!