HPU understands that utility bills are a critical part of every household budget. When bills fluctuate at this time of year, the impact can be significant and cause some very understandable frustrations. HPU has heard these concerns and wants to take the moment to clearly explain why this happens and what our staff is doing to fix it.
How is your Usage Calculated?
Your utility bill is based on the amount of electricity, water, steam, or gas used during the monthly billing cycle. Each service in your home has a meter that records usage.
Because many meters in HPU’s system are not yet automated, readings must be collected manually. This is done either by an HPU meter reader or by customers submitting a photo of their meter. When we obtain the exact usage for the month, it is recorded as an “Actual Read.”
If we’re unable to access a meter, due to weather, staffing, or property access issues, we may issue an estimated bill to keep the billing cycle on schedule. Estimates are based on your historical usage patterns.
Estimated bills are temporary. Once an actual reading is obtained, your account is automatically adjusted:
- If the estimate was too high, you receive a credit.
- If the estimate was too low, the difference is applied to the next bill.
Over time, this process ensures you are billed accurately for the utility you actually use.
However, if multiple estimates in a row are lower than actual usage, the adjustment can result in a larger-than-expected balance once an actual reading is gathered. We understand how frustrating that can be. When this occurs, HPU staff are available to review your account and discuss options. The most important step is contacting our staff early.
As staff, we are committed to more than this reactive work; we are working to implement a permanent fix.
AMI Meters: The Long-Term Solution
The most effective way to eliminate estimated billing is to ensure we receive an actual reading every month. The solution for this across the industry has been the installation of modern Advanced Metering Infrastructure (AMI). AMI meters have been adopted across many utilities in recent years and HPU is long overdue to implement this technology. These meters automatically transmit usage data via cell signal to HPU, regardless of staffing or weather conditions, ensuring timely actual reads every month.
HPU has been transitioning to AMI meters over the past several years and will accelerate installations throughout 2026. Electric and water meter replacements are scheduled to be completed by the end of the year. Once fully implemented, AMI will significantly improve the utility’s billing process and provide our customers with more accurate, timely information to support household budgeting.
HPU remains committed to reliable service, responsible management, and transparent communication. If you have questions about your bill, we encourage you to contact our office. We are here to help.