Hamilton Utilities Billing Launches April 13: What Residents Need to Know
- Mar 29
- 2 min read
The City of Hamilton is preparing to officially launch Hamilton Utilities Billing (HUB)—the City’s new in‑house water billing service—on April 13, 2026. This milestone follows a comprehensive review of project readiness, system testing, and vendor feedback, confirming that HUB is prepared to support residents’ billing and payment needs at launch.
Seamless Transition from Alectra to the City
Alectra Utilities will no longer provide water meter reading and billing services. To ensure continuity for residents, the City will now manage all water billing functions through HUB.
This transition does not affect water service, water quality, or water rates. Residents will continue to receive the same high‑quality water service, with billing now delivered directly by the City.
Welcome Letters Arriving Mid‑March
Beginning March 16, residents will receive a welcome letter outlining:
What’s changing
Key transition dates
Payment options
Instructions for re‑enrolling in pre‑authorized payments (PAP)
Access to the new online customer portal
The first HUB-issued water bills will be delivered in April 2026.
Pre‑Authorized Payment (PAP) Re‑Enrolment
Approximately 54,600 customers currently use PAP through Alectra. Banking regulations require these customers to re‑enroll with HUB.
To help residents transition smoothly:
The PAP deadline has been extended to March 20, 2026
Additional drop‑off locations have been opened
Reminder calls and city-wide promotions have been issued
Roughly 51% of affected customers have already re‑enrolled
If a resident re‑enrolls after March 20, automatic withdrawals will begin in the next billing cycle. Until then, bills can be paid using any of the alternative payment methods listed below.
Payment Options Under Hamilton Utilities Billing
Residents may pay their water bill through:
Pre‑authorized payments (PAP)
Online or telephone banking
Credit card (Visa or Mastercard; fees apply; single payments only)
By mail (cheque payable to Hamilton Utilities Billing)
Through their bank (online, in‑person, or phone banking)
Customers paying through their bank will need to set up Hamilton Utilities Billing as a new payee using the account number shown on their first HUB bill.
New Online Customer Portal
Launching alongside HUB, the City’s new portal will allow residents to:
View bills
Make payments
Set up paperless billing
Manage account details
Visit hamilton.ca/HUB to access online services.
Customer Support
Residents will have access to dedicated assistance through:
📞 905‑546‑8630
For issues related to water quality, leaks, or service, residents should continue to contact Hamilton Water at 905‑546‑CITY.
A Smoother, More Reliable Billing Experience
The launch of Hamilton Utilities Billing is an important step toward strengthening the City’s ability to deliver responsive and transparent services. With improved tools, streamlined billing, and dedicated customer support, HUB will help ensure reliable service for all Hamilton residents.
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