With a new year, new changes are coming to Las Cruces Utilities (LCU). These changes will start the effort to help secure customers against identity theft, but will also reduce the shut off period before a delinquent account is eligible for shut off due to unpaid utility bills.
Starting January 31, 2018, the time before delinquent accounts lead to service shut off decreases from 38 days to 15 days.
At the November 2017 Board of Commissioners meeting for LCU, the board passed a resolution that did two things:
1) New LCU customers are no longer required to provide their social security number (SSN) to start a new service account; and
2) the time before delinquent accounts are shut off has been reduced.
“ A longer time before shutoff ultimately ends up accumulating a higher unpaid balance for customers before utility servvices are shut off,” explained Jose Provencio, business services administrator at LCU.
Utility payments are due 22 days after the initial bill is issued. Currently if payment is not received, termination of services is not immediate and follows a defined process that leads to service shut off 38 days after initial due date.
Beginning January 31, 2018, the new reduced shut off period will be implemented. “What this means,” explained Provencio, “is service shut off will occur any time after 15 days from the initial due date.” Once services are shut off, turning them back on requires full payment of the past due balance plus additional fees for shut off and reconnection of service. For residents, proactivity is the key along with knowing that LCU can assist with funding shortfalls.
“If customers are running into financial hardship to pay their City utility bill, they can come and talk to us,” suggested Provencio. “If customers come in before services are shut off, it’s a lot easier to find solutions. The reconnection of utility services after shut off is more involved and, the options to try and make it work before services are cut off can be more flexible.”
The risk of services being shut off can cause a bind, but so can identity theft, which LCU wants to address as well.
“We understand and respect the concern customers have about requiring SSN information,” said Provencio. Now, the liability for both residents and the City of Las Cruces is lessened with the elimination of the requirement for SSN information to activate utility service. The trade off, however, is a reduced time between notification and termination of services due to unpaid utility bills. Provencio reminds customers that there is assistance for those facing money problems. “The City has a utility assistance fund administered by Casa de Peregrinos and other organizations in town willing and able to help those in need.”
Are you having concerns with paying your utility bill? Reach out to the knowledgeable Collections staff at 575-541-2061 or 575-541-2063 who will create a plan that helps you today.
Content submitted by Las Cruces Utilities
You can reach Las Cruces Utilities at 528-3500 from 8 a.m. - 5 p.m. Monday through Friday. Las Cruces Utilities provides GAS – WATER – WASTEWATER – SOLID WASTE services to approximately 100,000 Las Cruces residents and businesses.