Frequently Asked Questions

General | Billing | Payment | Getting Help | Security

General Questions

How do I start service?

There are two ways to initiate service:

OPTION 1: Complete the start service request form,

OPTION 2: You can come into our office located at 31 Bare Cove Park Drive, Hingham, MA 02043 to fill out the application. The office is open Monday through Thursday, 7:00 AM to 4:00 PM. We are closed Friday, Saturday, and Sunday.

We require 24 hours notice to commence service.

I’m moving, how do I stop service?

There are two ways to initiate service:

OPTION 1: Complete the stop service request form.

OPTION 2: You can come into our office located at 31 Bare Cove Park Drive, Hingham, MA 02043 to fill out the application. The office is open Monday through Thursday, 7:00 AM to 4:00 PM. We are closed Friday, Saturday, and Sunday.

We require 24 hours notice to terminate service.

I am renting an apartment/house/condo, what is required?

You need to sign up for service as described above. We require a security deposit from all residential and commercial renters which is equal to 3x the highest bill in the prior 12-month timeframe. Once your application is processed, you will receive an email with the amount of your security deposit. The deposit remains on your account until you move from the residence. Your final bill will be paid by the security deposit and any remaining funds will be returned to you in the form of a refund check from the Town of Hingham. If your final bill exceeds the amount of your security deposit, you will be billed for the difference.

Do you offer discounted rates for senior citizens?

No, not at this time. However, we do offer an approximate 10% discount to ALL customers who pay their bill on or before the 15th of each month. The payment needs to be posted to the HMLP by the 15th to be eligible for the discount.

In addition, HMLP offers an income-adjusted rate to qualified residents that participate in a means-tested benefits program. Please visit our assistance webpage or call 781-749-0134 for more information.

What is a power cost adjustment and why is this charge imposed?

The power cost adjustment is a variable adjustment to compensate for the monthly fluctuations in the cost of purchased power.

Where can I pay my bill?

You have four different ways of paying your bill:
– You can mail your payment to HMLP, 31 Bare Cove Park Drive, Hingham, MA 02043
– You can come in and pay your bill at the light department office above.
– You can drop your payment in the drop box located in front of the Hingham Town Hall at the End of the Semi Circle drive.
– You can set up automatic payment through our website so that you will always take advantage of our discount.

Why does my HMLP bill fluctuate from month to month?

Everyone uses energy differently. Energy usage can depend on a number of things, including the size of your home, the number of occupants, and the quantity and size of the appliances. An additional factor might be the weather (extreme hot or cold) In order to determine your usage, check your bill for your monthly consumption of kWh which represents the quantity of energy that you are using.

Why is my bill no longer perforated?

The Post Office has requested that we eliminate the perforations due to an incompatibility with their equipment.

How often is my meter read and why is my bill sometimes estimated?

Every effort is made to obtain an actual meter reading every month upon which to base your bill. Occasionally, however, extenuating circumstances prevent us from reading your meter. Examples of these might be; inclement weather, an aggressive dog, locked gate or shrubbery obstructing the meter. When we are unable to obtain a reading, your bill will be based upon past usage.

A tree limb is on or very near a power line. What do I do?

Call the office at (781) 749-0134. This number is available 24 hours a day. If it is an emergency situation, a service truck will be dispatched immediately. If it is not an emergency, we will put you on the list for tree trimming.

Who do I call for emergencies after hours?

If you have an emergency, such as a power outage, please call 781-749-0134 for customer service. An answering service is available 24 hours a day to promptly forward your concerns to an HMLP associate for appropriate action.

What should I do during a power outage?

If the power in your house goes out, make sure the problem is not due to a blown fuse or tripped circuit breaker in your home. One quick way to do this is to see if your neighbors have power. If not, call HMLP as soon as possible at 781-749-0134.

Please limit the number of calls once you have reported the outage, so all customers have a chance to report their outage.
The Light Department is not staffed for major outages. In emergencies, they depend on other municipal utilities and local contractors for additional help. Because of constantly changing situations during an emergency, it is impossible to predict accurately when service will be restored.

What should I do if I have life support equipment?

If you or someone in your household relies on electrically operated life support, you should complete the Town of Hingham Special Needs form and return it to HMLP. We will place you on our emergency list for priority service restoration. Please remember that no utility can guarantee uninterrupted service 365 days a year. Therefore, we strongly recommend that you have a backup plan, which should include an alternative source of electric power. This might be a battery-operated backup system, an uninterruptible power supply or a generator.

I am having trouble paying my bill. Is there any way that HMLP can help?

HMLP has options for customers who are having trouble paying their energy bill. Our customer service department can work with you to set up a payment plan to make paying your bill more manageable. Give us a call at 781-749-0134.

How can I lower my energy bill?

The best way to lower your bill is to use less energy. This can be accomplished by simply using more energy efficient appliances. Please visit our Energy Saving tips to get season energy tips, learn more about energy efficient appliances and products.

Billing Questions

What are some of the benefits of receiving my bill electronically?

It is convenient, saves time, bills don’t get misplaced, allows you to receive bills anywhere at any time and it helps the environment by saving trees. You can continue to receive a paper bill but if you elect to go paperless, you can always print out a copy of the invoice if needed.

What are the benefits of paying a bill online?

Paying online with a credit card or electronic check saves time, gives you the flexibility to pay how and when desired, saves money (no more stamps, paper checks or envelopes) and Invoice Cloud will store your information for future use – but only if you choose to store it.

What is Invoice Cloud?

Invoice Cloud is a web-based, electronic invoice presentment and payment company that we have partnered with to provide faster, more convenient billing services to our customers. By automating billing and collections, customers can click and pay online while helping the environment and reducing clutter in their home or workspace.

What is the relationship between the HMLP, and Invoice Cloud?

Hingham Municipal Light Department wanted to make paying bills easier for their customers with the option of changing from a paper bill to a paperless billing. They chose Invoice Cloud because it is easy to use and the security is the strongest available. All the data collected is double encrypted and stored on secure servers. The data is not sold or released for any purpose other than to complete transactions.

How does the system work?

When customers receive their paper statement or email notification from Hingham Municipal Lighting Plant stating that their invoice is available, they can follow the steps below:

Go to the HMLP website and click on PAY BILL
Click on PAY NOW
Enter your account number and street name
Choose to view invoice or enter a payment method

Customers will receive an email confirmation with their payment amount and payment process date.

Can I use an Apple /Mac to use the service?

Yes, many customers use a Mac.

Do I need to register to pay a bill?

You may need to register to receive electronic bills through email but registration is not required for one time payments (Express Pay). One time payments require that you enter your payment information each time you make a payment. By registering your payment methods, you avoid that step and gain access to your payment history.

Why should I register to pay a bill?

By registering, you have access to all of your invoices up to 18 months of billing history, and all of the features of the payment portal. These include the ability to view the current invoice, schedule payments for specific dates, see previous invoices and payment dates, update your profile information, go paperless and sign up for Auto-Pay. You also avoid having to enter your payment information each time you pay a bill.

How do I register?

Registering is easy and can be done when you make your first payment. There are two ways you can make a payment. When you receive an email notification that your bill is ready to be paid, simply click on the “View Invoice or Pay Now” button. You will be directed to the HMLP’s “Pay and/or View Bills Online” site, powered by Invoice Cloud. Once there, you will be given the opportunity to register or make an express payment. OR

If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit. You can go directly to the HMLP website and click on the pay online or pay my bill button. You will then be directed to the HMLP’s “Pay and/or View Bills Online” site, powered by Invoice Cloud. Once there, you will be given the opportunity to register or make an express payment. If you choose to register, you will be asked to provide a password and accept the terms and conditions to use the system. The payment information you enter in your profile will then be securely encrypted and saved for your next visit.

How do I find my account number to login?

There are several ways to locate your account number.

If you have a paper statement, it is located underneath the header next to the label of “Account Number”.
If you have a previous email notification, the account number is listed on the right hand side. By clicking on “View Invoice or Pay Now”, you will automatically be sent to the login page where that information will be placed in the login area for you.
You may refer to your registration welcome email, if you have already registered.
You may also contact the HMLP office at 781-749-0134.

I forgot my Password, how do I find it?

You should click on “Forgotten Password?” at the bottom of the login screen. You will need your account number and email address to retrieve your password. If you’re unable to locate this information, you may call the HMLP at 781-749-0134, and after verifying your identity, the HMLP can provide you with the information.

Can more than one person pay bills online for the same account?

There are two ways that payment responsibilities can be shared. If the other payer is part of your household, you may choose to share your login information with that individual. In a situation where personal financial data is not shared, you may forward your email notification to the individual, who will then click on the “View or Pay Now” button and elect to make an express pay payment. They will need to enter their name, email address, address and payment information. They will receive the payment confirmation. You can verify their payment by viewing the invoices in your account.

Payment Questions

What forms of payment can I use?

You can pay by credit or debit card or you may issue an electronic check from your bank account (checking or savings). We accept MasterCard, Visa, and Discover. We do not accept American Express.

Can I still send in a paper check?

Yes, your bill can be paid with a paper check, but we just ask that you write your 12-digit account number on the memo line of the check.

If I don't have email can I still process an electronic payment?

Yes, you can process a check through our online payment process. You will be required to enter the routing number and account number from your check.

Which bills can I pay online?

You can pay your Hingham Municipal Lighting Plant invoice online.

What are the costs for paying online?

There are no costs or subscription fees.

How should I enter my credit card information?

The information you enter on the Payment screen must be exactly the same as it appears on your credit card. This information collected will be used to authorize your payment.

How will I know that my payment has been accepted?

After you submit your payment, you will see a payment confirmation screen. The screen will show an approved number for credit cards or a processed number for an electronic check. If you included your email on the payment screen, you will also receive an email version of the payment confirmation.

Can I use more than one payment method per transaction?

Yes, you can use more than one method of payment per transaction.

Can I use more than one payment method per transaction?

Yes, you can use more than one method of payment per transaction.

When paying by ACH transfer (electronic check), how does my payment appear on my bank statement?

Your bank statement will show an entry with a description of HINGHAM MUNICIPAL.

How long does it take for a credit card transaction to process if I pay online?

Credit card transactions typically take 48 hours to settle. An authorization is issued immediately; however, it takes 48 hours for the money to be moved.

How long does it take for an EFT (electronic funds transfer) transaction to process if I pay online?

EFT transactions typically take 48 – 72 hours to settle.

How much does paying online help the environment?

Paying online is only half of the benefit, by going paperless and not receiving paper invoices, you can increase the effect you can have on the environment. There are several ways reducing paper consumption helps the environment, including saving trees and using less gas. According to the PayItGreen AllianceTM, if one in five households were to switch to electronic payments, statements and bills, we could collectively: save 1.8 million trees each year and avoid using 103 million gallons of gasoline to mail bills, statements, and payments. If you’d like to be part of that one in five, just select paper invoices under your profile information and uncheck the “receive paper invoices” box.

Do I need to notify my bank or change bank accounts?

No, your current bank account (checking or savings) will work fine. So many payments are made electronically now that banks are already prepared for online payments. However, if you have arranged through your bank to automatically pay your bill, you need to contact your bank and discontinue the automated payment, otherwise you may pay your bill twice.

What information do I need to make a payment?

If you are making a payment online, you need your 12-digit account number and street name in order to access the payment portal. Once in the portal, if you pay with a checking account you will need your routing number and account number or if you pay with a credit card you will need the credit card number, expiration date, and CVV number.

When can I pay?

You can make payment or review your account 24 hours a day, 7 days a week. It is always a good idea to pay or schedule a payment at least few days before the discount date to allow for processing time.

Can I use a credit card to pay my bill(s)?

Yes, you can. We accept MasterCard, Visa, Discover.

Can I tell if my payment has been posted?

Yes, simply login to your account and select “View paid or closed invoices”.

Will I have online access to my account?

Yes, you will have 24/7 access to your account for invoice review and payment, payment history and customer service requests.

How long will my payment history be maintained?

18 months is the standard retention period.

Will I be able to print a copy of my bill?

Yes, each invoice is presented in PDF and HTML format. Electronic storage is recommended because it saves paper and has a beneficial impact on our environment.

How do I change my account information?

You can log into your account and change any of your personal information under “My Profile”.

If you do not wish to log into your account yourself, you can always call the Hingham Municipal Light Plant office during normal business hours and a customer service representative can make changes to your account.

What is Auto-Pay?

AutoPay will automatically pay invoices on their due date using your default payment method. Monthly invoices are paid on the 15th of the month so the customer will always take advantage of the prompt payment discount. AutoPay will send you an email confirmation of your transaction as each invoice is paid, automatically.

Can I cancel Auto-Pay?

Yes, simply go into your profile and uncheck the auto-pay box that you had previously checked when you elected to opt into Auto-Pay.

You can also call the Hingham Municipal Lighting Plant office at 781-749-0134 during normal business hours and a customer service representative can make changes to your account.

What are scheduled payments?

Scheduled payments are individual payments that are scheduled for a specific date prior to the bill due date. The date of a scheduled payment can be changed as long as it is adjusted before the date scheduled.

What is a partial payment?

A partial payment occurs when only part of an invoice is paid.

What is the difference between auto-pay and a scheduled payment?

AutoPay will automatically pay invoices on their due date using your default payment method. Monthly invoices are paid on the 15th of the month so the customer will always take advantage of the prompt payment discount. Scheduled payments are individual payments that are scheduled for a specific date.

What if I already have auto-pay or a scheduled payment set up with my bank?

To ensure that you do not double pay on your account, cancel your bill pay with your financial institution and then sign up for AutoPay with Hingham Municipal Lighting Plant.

Getting Help

Who do I contact with questions about a bill?

If you are unable to find the information you need in your online payment history or open invoices, please call Customer Service at 781-749-0134 during normal business hours. Normal business hours are Monday-Thursday 7:00 AM- 3:30 PM and Friday 7:00 AM – 1:00 PM.

I accidentally deleted my current email notification, what should I do?

If you are registered, you can login (via the HMLP’s website) and view the bill there or you can call the HMLP and ask them to resend the email.

What if this website is down or for some reason I am unable to use this site?

Please call HMLP Customer Service at 781-749-0134 during normal business hours. Normal business hours are Monday-Thursday 7:00 AM- 3:30 PM and Friday 7:00 AM – 1:00 PM.

If I have additional questions or I am having trouble registering, who should I call?

Please call Hingham Municipal Lighting Plant customer service at 781-749-0134 during normal business hours. Normal business hours are Monday-Thursday 7:00 AM- 3:30 PM and Friday 7:00 AM – 1:00 PM.

Security Questions

Is my information secure?

Invoice Cloud uses the highest standards in Internet security. Account information displayed within the customer and biller portals is truncated to protect confidential data. Any information retained is not shared with third parties.

Is my credit card and checking account information safe when I pay online?

Absolutely. Invoice Cloud will safely store all of your financial information using Payment Card Industry (PCI) Compliant systems. This includes truncating the account numbers so that even the Hingham Municipal Lighting Plant customer service representatives can not see the entire account number.

What is PCI Compliance and why is it so important?

PCI stands for Payment Card Industry and compliance with the industry standards is a requirement for those that accept the major credit cards and for software providers who have applications which involve the transmission and/or storage of credit card information. If breaches are found on systems that are not PCI compliant, the major credit card companies have the ability to levy significant fines on the offending parties.

Who has access to my account?

Hingham Municipal Lighting Plant customer service representatives have access to your account; however, all checking account numbers and credit card numbers are truncated so they are unable to view that information in its entirety.

Still have questions?

Please email us using the form below. Thank you!