​  Effective June 1, 2020, our office lobby will be open to CASH CUSTOMERS ONLY from 8:00 a.m. to 3:55 p.m. with phones being answered from 7:30 am to 3:55 p.m. Monday through Friday, excluding Holidays.
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​ Gas and water shut offs will resume Monday, July 20, 2020.
​Shut Offs Termination of services for non-payment will resume Monday, July 20, 2020. Customers who need assistance, would like to discuss extended payment agreements or who have general billing questions are encouraged to contact the Lancaster Utilities Collection office at 740-687-6627, press 3 for Customer Service or email us at utilities@ci.lancaster.oh.us.
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​ Reminder: Payments can be dropped in our “drop box” located near the Broad Street exit of City Hall. Payments deposited after 8:00 a.m. each weekday will be posted the next business day. Payments on Disconnection Notices/Walk-In Payment Personal checks WILL NOT be accepted AFTER the due date on disconnection notices. Cash payments may be paid in our office lobby 8:00 a.m. to 3:55 p.m., Monday through Friday, excluding Holidays. Please place all check and money order payments in a sealed envelope in our “drop box” located beside the Broad Street exit of City Hall. Please include the stub so we know which account to apply your payment to. If you do not have the stub, please include your name, address and phone number with your payment to ensure the correct account is credited. Customers required to make a “co-payment” in order to receive agency assistance should note on their stub or envelope that payment is for “co-payment” for correct processing. Payments can also be made by credit/debit card and e-check by calling (740) 415-3099. Please note, our credit card processor charges a transaction fee of $4.25 per transaction. If you wish to mail payment, please mail to Lancaster Utilities Collection Office, PO Box 1099, Lancaster, OH 43130-0819.
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​ Transferring Service/New Service
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​ Go to www.ci.lancaster.oh.us, click on Government at the top beside logo, under Departments, click on Utilities Collection. Go to bottom of page under Helpful Documents, click on Establishing Services Checklist and review for faster processing. Print the Residential Contract for Service for individuals or the Commercial/Industrial/Government Contract for Service for businesses. Complete form thoroughly and return in “night deposit box” with applicable fees (deposits, service charges, past due balances) and documentation (copy of lease or settlement statement) as per the Establishing Service Checklist.
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​Restoration
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​ Please call customer service at (740) 687-6627 and press 3 to speak with a representative regarding the amount and steps required to restore. (Payment must be in the form of cash, money order or certified check). After this process has been completed, we will schedule the reconnection of services.
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​ Readings
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​ Effective Monday, July 20, 2020, monthly reading of INSIDE meters will resume. City Employees are required to wear a mask before entering customer residences.
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​ Billing
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​ Provided adequate staffing, monthly billing will continue as normal.
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​ Penalties (late fees)
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​ Late fees will resume September 1, 2020.
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​ Disconnection Notices (aka Minimum Amount Required)
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​ The minimum amount required to prevent disruption of service(s) will display on the regular monthly bill at the top in red writing. Courtesy Calls Calls will continue to go out as normal reminding customers what is past due to prevent disruption of service.
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​ Property Owners/Management Companies
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​ To speed up the process of signing your tenant in, please submit the signed lease via email to utilities@ci.lancaster.oh.us or faxing to (740) 681-5040.
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​ NOTICE: Fairfield National Bank accepts Lancaster Utility payments, with payment stub, made in full, as shown on the back of the utility bill. Fairfield National Bank does not partial payments or Notice of Disconnect Payments.

 
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