So glad you asked!
Download a printable copy of the January Resident Newsletter
Answering Common Resident Questions
You have questions. We’ve got answers. In 2024, NEP’s resident support team responded to approximately 53,000 phone calls and 10,000 emails from those living in our partner communities. Central Ohio-based, these experienced professionals average more than four years of tenure with NEP. They are experts you can count on when you need assistance with your NEP account. Here, they answer some of the common questions they hear.
How do I contact you?
Our resident support team is available from 8:00 a.m. to 6:00 p.m., Monday through Friday. You can call us at 877-818-2637 or email residentsupport@nationwideenergypartners.com. If you prefer to go old school, we accept faxes at 866-295-4121. Additionally, we accept receipts from payments made at retail stores via text at 614-591-8605.
My power is out. What should I do?
First, ensure that the outage is impacting the entire complex. Partial outages should be reported to your property’s maintenance team. If the outage is community-wide, please report it to our team immediately or check our current outage website page.
I just moved into my new apartment. What do I need to do to start service?
The great news is you don’t have to do anything; your service will be set up automatically. If you experience any issues or are moving into a condominium, please contact us directly for assistance.
Do you provide after-hours support?
Emergency service is available at any time outside of our regular business hours. This service can’t help with account information but can assist with power outage calls.
How do I pay my bill? Can I pay it in person?
You have many options to pay your NEP bill. Click here to see your choices. NEP does not have an in-person payment office, however, you can pay your bill at a local Kroger or Walmart. For your convenience, you may sign up for e-billing and autopay to ensure you never miss a bill or a payment.
What if I need help paying my bill?
If you are experiencing financial hardship, please call us as soon as possible. Don’t wait! Contact us to learn potential options for financial assistance.
Does NEP charge me more for my electricity than the local utility would have?
No. NEP is required to ensure residents are billed at or below the amount they would have been charged under the local utility’s standard service offer for the same usage for the metered electricity portion of their bill. You can verify this by visiting the PUCO’s online Utility Rate Survey Dashboard.
How can I save money on my bill?
We are glad you asked. There are many ways to reduce your usage and save money. You can read some money-saving tips by visiting the Conservation Tips page on our website.
Also, unlike most single-family homes that rely on gas heat during winter, apartments in this region often use electric heat pump HVAC systems. These systems can switch to electric-resistance heating during colder weather, which can be costly. Watch our informative video to learn more about heat pump efficiency and lowering your winter bills.
How can I check my current balance?
You can utilize our automated system to check your balance by calling 877-818-2637.
Can I change the due date on my bill?
All residents in your community share the same bill cycle and due date. We are unable to adjust this.
Can you extend the disconnect date for my account?
Although we cannot adjust a disconnect date, we would be pleased to discuss your situation and review your options. Contact us during our regular office hours as soon as possible.
I still have questions or need assistance.
We are always happy to answer questions and work with you. Office Hours: Monday – Friday 8:00 am – 6:00 pm EST | Email - residentsupport@nationwideenergypartners.com | Call - 877-818-2637