Questions About Utility Services

Q: How do I apply for utility service with the City of Gastonia?
A:
  • If you are a new resident to Gastonia, or the surrounding area, where utilities are provided by the City of Gastonia or Two Rivers Utilities, and need to establish service in your name, please complete the online Residential Utility Service Application, and allow two (2) working days for us to process your request. If you are unable to complete the application online, click here for printable application that can be mailed or delivered to our office in person.
  • Please note that for rental property, all adult occupants (over age 18), other than the primary applicant, must also complete the online application as a co-applicant for the utility service. To add or remove a co-applicant on your existing City of Gastonia or Two Rivers Utility Account, click here to access Co-Application form. If you are unable to complete the co-applicant form online, click here for printable version of application that can be mailed or delivered to our office in person.
  • If you are starting a new business in Gastonia, or the surrounding area, where some or all of the utility services are provided by the City of Gastonia or Two Rivers Utilities, and need to establish service in your name, please complete the online Non-Residential Utility Service Application and allow two (2) working days for us to process your request.

Q: What other information is required to establish service besides the application?
A: In addition to the application, you will also be required to provide the following:
  • Proof of Legal Occupancy - required for the address for which you are requesting utility service.
  • Identity Verification - all primary applicants and co-applicants must complete the Customer Information section of the application (or the Co-Applicant form) and upload a clear image of a U.S. government issued ID (see below)
    • Acceptable forms of identification include driver's license, passport, identification card, military ID, permanent resident or resident alien card.
    • If you do not have a U.S. government issued ID, you may complete and print the Identity Verification Form, and have it notarized, to include with your application.
Q: Why am I required to provide all this information?
A:
Gastonia City Council adopted changes in September 2019 for City of Gastonia and Two Rivers Utilities customers applying for utility services. These requirements ensure that the identity of the customer and proof of legal occupancy for the service address is verified, which in turn prevents fraudulent activity.

Even with the new requirements, most all requests for new, transferred or discontinued utility service can be handled securely online through the City’s website. Personal information is encrypted to protect the customer’s privacy and documentation requested can be uploaded directly through the secure application.
Q: Do I have to provide my Social Security Number or Taxpayer ID in order to get utility service?
A:
Residential customers, or businesses operating as a sole proprietorship without a separate Taxpayer Identification Number (TIN), are not required to provide their Social Security Number (SSN) in order to obtain utility service. However, if you decide not to provide your SSN, the following conditions apply:
  • You must apply for service in person with the Customer Service Division located on the first floor of the Garland Business Center, 150 S. York Street, Gastonia, NC 28052.
  • You will be required to pay the Substantial Risk Deposit amount as outlined in the City of Gastonia Consolidated Fee Manual. The deposit must be paid in full before services are connected.
  • Because SSN validation is required, many online services, including payment arrangements and Online Customer Self Service (CSS) will not be available to you.
 Accounts established for non-residential service will require a Federal Tax ID number and signature by a duly authorized representative of a business entity. For a business not operated by a recognized legal entity, the account will be listed in the name of a responsible person (owner, manager, etc.).
Q: Will I be required to pay a utility deposit?
A:
Because electricity, water, and sewer are billed after being used, we require that you establish credit before processing your application for new service. Credit checks are performed with each application to determine the amount of security deposit required. Deposits must be paid before utility service can be connected.

Current security deposit amounts can be found in the City’s Consolidated Fee Schedule on the City's website.
  
Q: How long will the City hold my utility deposit?
A:
The City will hold the customer deposit in a City account until the account maintains a credit rating of Good or Excellent for at least twelve (12) consecutive months or when the account is finalized.
If the account qualifies for the deposit to be released while services are still active, the deposit amount will be credited to the active account, against any current monthly charges. If the customer discontinues service, the City will apply the deposit to the customer’s final bill charges, and send a refund check or bill to the customer for any difference.
Q: When is my bill due?
A:
Bills are due when rendered, and become past due on the 21st day after the date of the bill.

Q: What happens if I don't pay by the 21st day?
A:
  • On the 21st day a late fee of $5.00 or 1.5%, whichever is greater, will be added to the account.
  • Fourteen (14) days later the account will be subject to disconnection and a $25.00 Administration fee may be added to the account.
  • If services are disconnected, an additional $30.00 Reconnection Fee may be added to the account when service is restored. If service is restored after 5:00 p.m. a charge of $75.00 may apply for after-hours reconnection.

 
Offices for Utility Customer Service are open Monday through Friday, 8:30 am to 5:00 pm, excluding holidays, and are located in the Garland Business Center, 150 S. York Street, on the first floor.
 
Contact Information:
Garland Business Center, 1st Floor
150 S. York Street, Gastonia, NC 28052
(PO Box 1748, Gastonia, NC 28053-1748)
704-866-6714 (office)
704-869-1055 (fax)
Email us with general questions and inquiries only.