Frequently Asked Questions
1. Who is @home Energy?
@home Energy is a subsidiary company of GSU (Greater Sudbury Utilities). We are an equipment rental company specializing in energy efficient gas and electric water heaters. Our service area includes the City of Greater Sudbury as well as many other communities in Northern Ontario.
2. Why did my equipment rental charges stop appearing on our GSU bill?
The Ontario Energy Board (OEB), who regulates the Ontario electricity industry, has recently started enforcing its “Affiliate Relationships Code for Electricity Distributors and Transmitters’”. @home Energy must abide by the OEB policies to remain in compliance with the government regulations. Please click here for more information on the Affiliate Relationship Code.
3. What options do I have for paying my @home Energy bill?
All standard methods of payment are available including payment at your financial institution, internet banking, and telephone banking.
Please note that when entering @home Energy into your banking website, you must spell out our company name (banking websites cannot accept symbols): At Home Energy. Then use your 18-digit account number, do not include a dash or space when inputting.
You can also mail in a cheque made out to @home Energy at:
500 Regent Street
PO Box 250
Sudbury Ontario, P3E 4P1
You can also stop in and see us at 500 Regent Street (in the Sudbury Hydro building), where we except cash, Interact, Visa or MasterCard.
If you cannot make it to our store location we can accept Visa/MasterCard payments via phone, fax and email.
To use this method, please send in the following information:
- Cardholder’s name
- Phone #
- Service address
- @home Energy Account Number
- Credit Card Number
- Expiry Date
- Type of Card (Visa or MC)
- 3 Digit Code on back of card
- Amount Authorized to charge
@home Energy is also pleased to offer several stress-free options such as our Pre-Authorized Payment (PAP) plan option. You may choose between the Variable Payment Plan (the exact amount that is due, as shown on your bill, will be automatically withdrawn from your bank account on the bill’s due date) or the Equal Payment Plan (an equal payment amount is withdrawn on the same day of every month with a reconciliation month once a year).
@home Energy Pre Authorized Application Form.pdf (41.7 KB)
4. What is required to have an electric water heater installed?
In order to install an electric hot water tank you need:
- adequate space (at least 2 feet x 2 feet x 5 feet) available
- 240 volt feed, 12 AWG wiring at the site, and enough space in your electrical panel for a 20 Amp double pole breaker
5. Does @home Energy rent gas water heaters?
Yes! @home Energy offers a wide range of gas water heater models to choose from, including the environmentally friendly and efficient Rinnai Tankless Water Heater. Nice, neat and out of the way without any of the wasted gas.
6. Am I required to sign a contract?
Yes! @home Energy requires that you sign a 5 year contract with the installation of all new water heater rentals. Your rental rate is subject to yearly increases, based on the CPI Index.
7. What do my rental fees provide me?
Your rental fees include 24 hour service for the life of the tank, and peace of mind. There are no upfront costs incurred to the customer upon installation or service, and no hidden fees.
8 . Who do I contact if I’m moving?
In the event you are selling your home, please notify your lawyer that you have a rental with @home Energy, and they will forward us the appropriate paperwork. If there is an unexpired term in your rental contract, either the new owner will have to sign an agreement to take over the unfinished period of the rental contract, or you may be required to pay a termination fee. We will take care of providing the forms for the new owner to assume the balance of your contract.
If you have already made payment, we will adjust your account accordingly and promptly send out a refund cheque.
If you are a tenant, please call us at 705.675.0525, 30 days in advance of the move, so that we have time to process the changes.
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