We’re making changes to how utilities are billed for most homes. This update is part of our effort to improve service reliability and simplify billing for residents. Please review the FAQs below for more information.
Q: What is changing?
A: All utilities will be in the landlord's name and billed through Nutiliti, our billing service partner, instead of being in your name. You are still responsible for payment of these utility bills. *State specific exclusions apply for North Carolina only.
Q: What will I need to do?
A: You will receive an email from Nutiliti to enroll/create an account either after July 15 2025, or after August 15, 2025, depending on your transition date. Once you have created your account using the link sent to your email, you can access all bills and account information, as well as make payments in the mobile Nutiliti App by going to https://app.nutiliti.com.
Q: Why is this change happening?
A: Due to a growing number of utility issues—including past-due bills and service interruptions—we’re centralizing utility billing to ensure more consistent and reliable service.
Q: What is the monthly admin fee for?
A: The fee is charged by our third-party utility management provider, Nutiliti, for the administrative costs of managing utility billing.
Q: When will the admin fee start?
A: The admin fee will begin when your first bills are available through Nutiliti. Details vary depending on your transition date.
Q: How will billing work going forward?
A: Each utility provider operates on a different billing cycle. Some send invoices monthly, while others may operate on a quarterly or other cycle. When Nutiliti receives the bills from the utility provider, they will be available for you to view and pay through Nutiliti. The admin fee is a once per month charge billed to your Up&Up resident account.
Q: Will I get a final bill from my current provider?
A: Yes. You may receive a final bill or confirmation notice from your utility provider once the account has been transitioned out of your name. Please pay the final bill to your utility provider. Please DO NOT re-establish service in your name.
Q: Do I need to contact the utility companies myself?
A: No—there is no action required on your part. We are coordinating directly with the utility providers to transfer services.
Q: How do I contact Nutiliti Customer Service?
A: Nutiliti customer service is available 8am–5pm CST by email, text, or phone.
support@nutiliti.com or by text or phone at (770) 504.4582.
If you have questions or need help understanding your new billing setup, our team is here to assist you. Please don’t hesitate to reach out to success@upandup.co.