FAQ

I forgot my username. How do I login?

Please click on link: customerservice@performanceutilities.com, and request your username. Your username will be sent to the email address associated with your account.

I forgot my password. How do I reset it?

Click here to reset your password.

 

Please choose how you would like to recover your password, with either the security code or question and follow the directions on the screen. A temporary password will be generated and sent to the email address associated with your account. If you don’t remember the information requested or if you can’t remember the username associated with your account, please contact our customer service team by calling 855.326.6434 TOLL FREE or email customerservice@performanceutilities.com for assistance.

How do I set up my online account?

Please use the following steps to register your account online with Performance:

 

1. Send email to customerservice@performanceutilities.com to get your security code, by giving your account number which is located on your invoice.

 

2. On the resident sign in page, please choose the First time user sign up here button.

 

3. Please enter your Performance security code number. Please use full number when entering your security code.

 

4. Enter your first name and last name exactly as seen on the bill. Select a security question, and answer. Then choose a username and password.

 

5. Choose Submit.

 

6. Then click the CLICK HERE button to login.

How do I sign up to receive an eBill?

Once you have completed the registration for your online account, you may choose to receive your utility invoice via email called and eBill. To do this use the following steps:

 

1. Click on eBill button on top right corner of your account page.

 

2. Enter your email address where the eBill will be sent.

 

3. Enter the your EBill verification code that will be sent to your email address, to verify the address. You may have to hand type it, as opposed to copy/paste.

 

4. Click “Sign On Paperless Billing” link, and check box that states you agree to paperless billing and click the “I Agree” button, and the process is complete.

What are my payment options?

Please review your statement. If you receive a postcard statement or rent billing statement with additional charges from Performance please consult with your community manager about which payment options they accept. You may be able to pay online through their portal, but most will accept check, money order, or credit/debit card payments.

How do I check the balance on my account?

The quickest and easiest way to check your balance is to set up online access to your account, though if your property management accepts payments, your charges are cleared out on a monthly basis, and you may have to contact your property management team.

Who is Performance Utility Management & Billing?

Performance is a utility and rent billing provider who is contracted by your community to present utility and/or rent and other charges to residents. These charges will vary depending on the community. Charges are typically for utility usage including services such as water, electricity, sewer, trash and more.

Why am I being billed?

According to your lease agreement, the owner of your community has chosen to have residents pay for individual utilities usage and allocated charges and as a result, this keeps costs down and promotes conservation.

How Do I Select The Right Billing Package?

Full Service Billing is a comprehensive and turnkey billing program managed by Performance that includes remittance processing, collections, and direct customer service support.

Bill Only Services is a utility only billing service that is sent to the residents who then remit payment direct to the property management staff.

Convergent Billing is a billing service which presents both rent and utility charges on a combined statement.

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How is Consumption Measured?

Measuring consumption:

Submetering:

  • Measures utility consumption accurately
  • Exposes leaks and other possible issues
  • Promotes accountability and conservation

Allocation:

  • No capital or upfront investments
  • Cuts variable utility costs
  • Increases Net Operating Income (NOI)

How often will I be billed?

Bills are typically generated on a monthly basis.

 

Who should I contact if I have questions about my utility bill sent from Performance?

 

Typically your property manager should be able to answer most questions, but for any question that they cannot answer, please call customer service at 855.326.6434 or email us at customer service@performanceutilities.com.

How do you calculate my bill if I don't have a meter?

Ratio Utility Billing (RUBS) is a billing allocation method used when a community does not have meters installed in individual units and is regulated by the Public Utility Commission (PUC). Utility consumption is calculated using a formula to determine each resident’s utility bills. The formula is usually based on information about your community, residents and utility usage and or other criteria, such as square footage, number of occupants, number of water fixtures in the unit, etc.

What is the "Service Fee" on my monthly statement?

The monthly service fee included on your billing statement is a fee that covers the cost of maintaining and servicing your account.

What usage cycle will I be billed for?

The usage cycle for billing varies for each community and your charges are calculated using the service provider bills issued most recently prior to calculating of your statement. Billing statements are normally generated on a monthly basis; however, there are instances where billing occurs every two months.

How can I reduce my utility usage?

You can go to our conservation tips page, and see some great ideas for utility conservation.

How are individual meters read?

If you have a meter in your unit and are set up to be billed based on your actual meter reads, in most cases, Performance receives data from individual meters through a wireless meter reading network. This data is transmitted from a computer chip within the meter and is recorded by a host system via telephone modem or electronically via internet. Daily meter readings are captured and retained by Performance as a record of resident consumption. Some are also read manually and our recorded monthly.

Why is my water bill higher than last month?

This may be due to several factors, such as increased usage (i.e. more showers, baths, etc.). The bill period may be longer than the previous month, or it is possible that you may have a leak. If the increase is significant, we suggest you request your community’s maintenance staff to check your home for a possible leak.

Who should I contact about the charges on my bill?

Your property management team can assist with any utility billing charges, such as water, sewer, trash, gas, and service fees you may have. If you still have concerns please contact us at 855.326.6434 or at customerservice@performanceutilities.com. Additionally, you may see charges such as rent, pet fees, garage fees, etc. on your Performance bill. These charges are provided to Performance by your community to be placed on the bill for your convenience. Any concerns regarding these particular charges will need to be addressed with your property management team.