• Frequently Asked Questions

    How many customers do you serve?

    Our Electric Utility serves approximately 95,000 customers;
    Our Water Utility serves approximately 56,000 customers;
    Our Steam Utility serves approximately 320 customers.

    Where do you serve?

    Our Electric Utility serves the cities of Lansing and East Lansing plus all or parts of the following townships: Bath, Delhi, Delta, DeWitt, Lansing, Meridian, Windsor, and Watertown. Our Water Utility serves the City of Lansing and the City of DeWitt plus all or parts of the following townships: Delhi, DeWitt, Lansing, Windsor, Bath and Watertown. We also sell wholesale water to Delta Township and Lansing Township’s West Side Water System.
    » View Electric Service Areas
    » View Utility Service Areas

    Why are your electric rates so low?

    There are several reasons. Most important is the fact that we’re nonprofit. Our owners are also our customers, so dividends are returned to our owners in the form of lower rates. Our compact service area also helps us hold down costs. Finally, the BWL has had a long and proud heritage as a well-run utility that’s well-maintained and well-managed.

    What time do you close?

    Our office hours are from 8:00 a.m. to 5:00 p.m. Monday through Friday. Our Call Center Hours are 7:00am to 5:00pm Monday through Friday, the Call Center can be reached at (517) 702-6006. We are closed on Saturdays, Sundays and holidays.

    Where is your office located?

    Our Customer Service Center is located at 1232 Haco Drive in Lansing. Haco Drive runs east from Pennsylvania Avenue, just north of the Potter Park Zoo, and south of the I-496 expressway. The Customer Service Center features plenty of free parking and a drive-through window.

    How do I sign up for service?

    You can do it in person between the hours of 8:00 a.m. and 5:00 p.m. Monday through Friday at our Customer Service Center, 1232 Haco Drive. Or you can sign up over the phone any time, day or night by calling us at (517) 702-6006.

    How do I report a power outage?

    To report a power outage, call our toll-free PowerLine number at (877) 295-5001. Water or steam emergencies can be reported by calling (517) 702-6490.

    Is my utility bill based on actual usage or is it estimated?

    Your bill is based on actual usage whenever possible. If, for some reason, we can’t get access to your meter we’ll submit an estimated bill based on your usage history. Your bill will indicate whether it is based on an actual or estimated read. In the column labeled "Type" on your bill, an "Act" indicates an actual reading and an "Est" means it was an estimated bill.

    I've never seen a meter reader come to my home. Is my meter being read?

    We can assure you that your meter is being read, even though you may have missed seeing the meter reader. We estimate meter readings only rarely, such as when severe weather prevents our meter readers from make their rounds on your scheduled day. An experienced meter reader is capable of checking a meter in five to ten seconds. Consequently, it's not surprising that some customers have not noticed the meter reader.

    Our yard is completely fenced with a locked gate. How is our meter being read?

    The numbers on an electric meter are clearly visible from six to 10 feet away. And, by noting the position of the dial indicators, an experienced meter reader can accurately read an electric meter from as far away as twenty feet. We also provide binoculars and/or monoculars for readings beyond the range where the dials are not clearly visible. According to state law, however, we have the right to enter a customer's property for the purpose of reading the meter.
    » Read more on Meter Reader Safety

    How is the sewer charge on my bill determined?

    The BWL provides sewerage billing services for the City of Lansing, although we don’t set sewer rates or operate the system. Sanitary sewer rates are established by Lansing City Council and the system is operated by the city’s Public Service Department. Your sewerage use is not separately metered. The city determines your bill on the amount of water you consumed during the previous month.

    What does a "final notice" mean?

    It means your service can be disconnected at any time because you haven’t paid your utility bill. Call us immediately at (517) 702-6006 so we can talk about payment arrangements and avoid a utility shutoff.

    What payment options do I have for paying my bill?

    There are a number of ways you can pay your utility bill. We accept cash or checks, although we don't recommend cash payments unless you are paying in-person at our main office or at a pay station where you receive a receipt. You may pay your bill through eServices on the web using your bank information or credit card including Visa, MasterCard or Discover. To get to our eServices page, click home at the top of this page and then select the blue eServices button. You may also pay your bill over the phone using our integrated voice response system (IVR) by calling (517) 702-6006 and selecting option three (3). Over the phone you can use your bank information or a credit card including Visa, MasterCard or Discover. Be sure to have your account number and the last 4 digits of your SSN before making a payment over the phone.

    Can I automatically pay by credit card each month?

    Yes, you can enroll in AutoPay using a credit card by enrolling in eServices.
    Note: if your current statement has already been generated, AutoPay will not take affect until the next billing cycle. The details of your payment will be provided on your billing statements, prior to the actual Due Date. To maintain compliance with the credit card companies, we can no longer enroll you in AutoPay over the phone or through the mail.

    How to enroll in AutoPay once enrolled in eServices?

    You can sign up for AutoPay by clicking the “Enroll” button under the "Enrolled in AutoPay" column. You can also get to this information by clicking the plus sign next to your account number in the account overview. Then in the account detail tab, click “Manage AutoPay” button. Once you are enrolled in AutoPay, the "Enrolled in AutoPay" column will show “enrolled”.

    Once you are enrolled in AutoPay, payments will be processed for you automatically on the due date. As a courtesy, there are no fees for making payments through AutoPay. When enrolled in AutoPay, you will receive an AutoPay Payment Notice e-mail. This e-mail will state the amount and date your payment is scheduled. To make sure AutoPay runs smoothly, we recommend funds be available 2 days prior to the due date.

    Where are your pay stations?

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