94%

of all outages at NEP communities since 2021 did not result from on-site equipment failures.

223

host utility outage

16

NEP maintained on-site equipment

17

property maintenance issues

Is your power out?
Don't worry; we're on it.

If the power goes out in all or part of your home, first determine whether it’s truly a power outage. It may be a blown fuse or a tripped circuit breaker. Check your main electric panel for one or more switches flipped to the “off” setting. If your unit is equipped with a circuit breaker, resetting it will restore your power. If your unit utilizes a fuse box, contact your property manager to have the blown fuse replaced and power restored.

If you have checked your electric panel and determined the problem is not a fuse or breaker, see if power is out in your community. If you suspect an outage, report it immediately to NEP at 614.918.2031 or 877.818.2637.

Our Resident Support experts are available from 8 am to 6 pm, Monday through Friday. We also offer 24/7 after-hours emergency support! A live person will be available to speak with you. If there is a power outage emergency, our resident support and field personnel will be notified immediately to begin troubleshooting. The most up-to-date information via the NEP resident website. 

NEP vs. Host Utility Company

NEP is a smart metering, billing and technology service provider on behalf of your community. The host utility company generates, transmits and distributes power to the property where NEP then uses residential meters to capture consumption.

Equipment up to the meters is either owned by the property or the host utility. In instances where the host utility experiences an equipment failure, NEP will not be able to resolve the issue since the equipment and/or cause of the outage is owned by the host utility company. NEP’s Field Operations team is dispatched to affected properties to assess the situation, inspect community infrastructure, and offer assistance. Our Resident Support staff remains in contact with the Field Operations team throughout the power outage to the “Power Outages” web page updated with the latest information from the host utility company.

Storms and outages happen. But with a few easy steps you can be ready for them. We've put together a handy checklist to help you create your Emergency Storm Kit. We've also compiled our best tips to help you prepare before an outage, stay safe during an outage and make sure things are in order once power has been restored. 

Before an outage

Creating an emergency storm kit and taking a few simple steps to prepare can help
you stay safer and more comfortable while you wait for power to be restored.

prepare for an outage

1. Charge your cell phone, laptop and other battery powered devices.

2. Fill your vehicle’s gas tank as gas pumps rely on electricity and might not be operable.

3. Purchase or freeze additional ice in plastic containers to help store cold food in coolers.

4. Fill your bathtub or other containers with water which can be used for drinking, cooking, washing or flushing toilets.

5. Be sure you know how to manually open your garage door.

6. If someone in your home depends on power for medical treatment, be sure you have a backup power source.

7. In case of evacuation or extended outage, have a plan to move yourself, your family and any pets to an alternate location.

create your emergency kit

1. Flashlights or battery-powered lanterns

2. Extra batteries

3. Battery powered or wind-up radio

4. Non-perishable food that doesn’t require cooking

5. Manual can opener

6. Drinking & cooking water

7. Blankets & sleeping bags

8. Coats, hats & gloves

9. First-aid kit

10. Fire extinguisher

11. Cash

12. Any special items for infants, small children, pets or family members with special medical needs

During an outage

Follow these tips to stay safe and as comfortable as possible during an outage.

FOOD AND WATER

1. Keep your refrigerator and freezer doors closed as much as possible.

2. Food kept in the refrigerator will be safe for up to 4 hours if unopened.

3. Food kept in the freezer will stay frozen for up to 48 hours when full and up to 24 hours when partially full.

4. For longer outages, you can preserve food in coolers packed with ice. During winter months, coolers can also be stored in cold areas of your house or in an unheated garage.

5. During a snow storm, snow drifts can be used as a makeshift freezer for food (beware of attracting animals) and snow can be melted as an additional water source.

APPLIANCES

1. Turn off all lights and appliances (including heating or air conditioning systems). This helps to prevent circuit overload when power is restored.

2. Disconnect appliances and electronics, such as computers and televisions, to protect them from a possible momentary power surge when power turns back on. You can also consider adding surge protectors.

3. Be certain nothing is left cooking on the stove, as it could be easily forgotten when power is restored and become a safety hazard.

4. Remember to keep one light on so you know when service has been restored.

SAFETY AND MEDICAL

1. Never use generators, grills, camp stoves or other gasoline, propane, natural gas or charcoal burning devices inside your home, garage or any partially enclosed area.

2. Never use your oven as a heat source.

3. In cold weather, wear a hat, several layers of loose fitting, lightweight, warm clothing rather than one layer of heavy clothing, and opt for mittens rather than gloves.

4. In hot weather, wear loose, lightweight, light-colored clothing and drink plenty of water. Because heat rises, moving to the lowest level of your home may be more comfortable.

5. Avoid unnecessary travel, since power lines may be down, traffic lights could be out and roads will be congested.

After an outage

Once your power is restored, there are a few easy steps you can take
to keep yourself safe, healthy and prepared for any future outages.

REFRIGERATORS

Check the refrigerator/freezer. If the outage lasted less than 4 hours, food in the refrigerator should be safe. If the food in your freezer is 40˚ F or below and has ice crystals, it is safe to refreeze.

FOOD SAFETY

Throw away any unsafe food. This includes food that has been at room temperature for more than 4 hours, at or over 40˚ F for more than 2 hours. If food has an unusual color, texture or smell, throw it out.

MEDICATIONS

Contact your doctor about any medications that may have spoiled during the outage.

CLOCKS

Reset any clocks without a backup power supply. Don't forget clocks built into electronics or appliances such as the clocks on your stove, microwave and coffee pot.

POWER LINES

If you come across a downed power line, do not touch it. Call your host utility provider to report it.

RESTOCK

Replace any supplies you may have used from your emergency kit so that it is well-stocked for any future power outages.

Check to see if there is currently an outage.