Customer Care and General Questions

All your builder-multifamily questions — answered.

det_banner_large_business_customer_service_new2

Homebuilders

We are available Monday through Friday, 7:30 a.m. - 5 p.m to answer questions and assist with escalated issues. 

Property Managers

We are available Monday through Friday, 7:30 a.m. - 5 p.m to answer questions and assist with escalated issues. 

Change of Ownership

We are available Monday through Friday, 8 a.m. - 5 p.m to answer questions and assist with legal entity transitions due to ownership changes.

Realtors

We are available Monday through Friday, 7:30 a.m. - 5 p.m to answer your realtor customer questions and to help with new service, existing service or old service. 

Account Set Up FAQs

  • How do I set up an account on Reliant SimpleSource?
    To become a registered user, contact the Homebuilder Hotline at 1-800-716-6543 or Property Manager Customer Care at 1-800-894-6678. If your company is already set up on Reliant SimpleSource, contact your administrator to obtain individual access.
  • How do I log in to Reliant SimpleSource?
    If your account administrator has set you up on Reliant SimpleSource with a username and password, you can log in now. To become a registered user, contact the Homebuilder Hotline at 1-800-716-6543 or Property Manager Customer Care at 1-800-894-6678. If your company is already set up on Reliant SimpleSource but you do not have access, contact your administrator about obtaining individual access.
  • What if I forgot my username for Reliant SimpleSource?
    Click on the Update Profile link under Profile Management (top of the page) and follow the instructions.
  • What if I forgot my password for Reliant SimpleSource?
    Click on the Update Profile link under Profile Management (top of the page) and follow the instructions.
  • Why is my profile in view-only status and I am not allowed to process transactions?
    You should contact your company administrator to change your role from view-only access.
  • What is the difference between Reliant Online Account Management and Reliant SimpleSource?

    Reliant Online Account Management allows residential and commercial customers to manage their accounts at reliant.com.

    Reliant SimpleSource allows builder and multifamily customers to submit electric service start/stop requests, view billing information and manage user profiles.

  • What if a meter/residence cannot be enrolled?
    If you are having difficulty enrolling a meter or residence, please contact the Home Builder Hotline at 1-800-716-6543 or Property Manager Customer Care at 1-800-894-6678.

Updating Your Account FAQs

  • How do I update my contact information on Reliant SimpleSource?
    You can update your information in the Profile Management section under Update User. You will receive an email confirmation after you submit your changes.
  • How do I update my tax/federal ID number or language preference?

    Builders

    Please consult the Tax Issues portion of the FAQs, or email us at builder@reliant.com.

    Multifamily 

    Please consult the Tax Issues portion of the FAQs, or email us at multifamily@reliant.com.

User Profile Management FAQs

  • What is a cross-business user?
    A cross-business user has access to all businesses in their company. Once a person is designated a cross-business user, the company’s administrator can set the type of access that user has for each individual business.
  • How do I change a user’s access privileges?
    Only an administrator can change a user’s access privileges. If you are an administrator, click on the Profile Management tab and select Update User from the left navigation.
  • How do I add a location for a start service request?

    For Builders – Click on the Add Temporary Meter link or Add Permanent Meter link and enter the information.

    For Multifamily – Call Property Manager Customer Care at 1-800-894-6678 or email us at multifamily@reliant.com.

  • How do I add a new user to Reliant SimpleSource?
    Only an administrator can add a new user to Reliant SimpleSource. If you are an administrator, log in and click on Profile Management, then select Add User from the list of choices.

Start/Stop Electricity Service FAQs

  • Why can't I enroll to receive electricity service?
    If you are having difficulty enrolling a meter or residence in Reliant SimpleSource, please contact the Homebuilder Hotline at 1-800-716-6543 or Property Manager Customer Care at 1-800-894-6678.
  • How do I obtain an ESI ID for a service address?
    Please contact the TDSP for your area.
  • What if a meter is not listed in the Start/Stop sections and it should be?

    Multifamily

    Start service requests can only be processed for units that do not have power on in your name. 

    Note: If the unit or address is missing and should be showing up, please email us at multifamily@reliant.com.

    Builder 

    For stop service requests, only addresses that have power on in your name will appear. 

    Note: If the address is missing and should be showing up, please email us at builder@reliant.com.

  • What if my address/location is not available?

    Multifamily

    Start service requests can only be processed on units that do not have power designated in your name. If they do not show up, it is because power is on in your name. 

    For stop service requests, the system will only show units that have power in your name. If they are not showing up, then power is not in your name.

    Builder 

    For stop service requests, only addresses that have power on in your name will appear. If they are not showing up as an option, then power is not currently in your name.

  • Can I request a priority move in?

    Priority move-ins can be requested here at Reliant SimpleSource. 

    Note: Meter installations and move-out requests are not eligible for prioritization.

  • What is the difference between a temporary and permanent meter?

    A temporary meter is set when a house/building is being constructed and is usually in the construction company’s name. It is removed once a permanent meter has been installed. 

    A permanent meter is set once the house/building is complete or close to completion and will remain a permanent fixture on the structure.

  • How do I remove my temporary meter?
    When the stop service request is issued for a temporary meter, the request will automatically be sent to the TDSP to remove the meter.
  • What is the turnaround time to start electricity service?

    For requests received before 2 p.m., the start service request can be the same business day with a provisioned smart meter. All others can be dated up to three business days in the future unless a customer requests a later date.

    For requests received at 2 p.m. or after, the start service request can be the next business day with a provisioned smart meter. All others can be dated up to four business days in the future unless a customer requests a later date.

  • What is the turnaround time to have electricity service stopped?

    For requests received before 2 p.m., the stop request will be dated three business days in the future (unless the customer requests a later date).

    For requests received at 2 p.m. or after, the stop request will be dated four business days in the future.

Permit Status

  • What is permit information, and who do I contact?
    Cities and counties require the TDSP within their jurisdiction to wait for a permit before the TDSP can connect the electricity. Cities and counties do not provide us with specific permit requirements or fees. For specific permit requirements and fees, please contact your city or county.

Pricing and Offers FAQs

  • How do I determine my current electricity price?
    The plan detail, including pricing, can be found in the Start Service tab.
  • Why are there two different prices?
    For builders, there are temporary and permanent meter pricing which vary. Temporary meters are considered Commercial meters. Permanent meters are considered Residential meters.
  • Why are the offers named differently?
    Reliant creates a unique name for each offer. The name helps identify each offer’s attributes.
  • Can I see the offers available to my residents/homeowners?
    Yes. Builders can view current offers at reliant.com/mynewhome. Multifamily customers can view current offers at reliant.com/myhome.

Change of Ownership FAQs

Marketing Agreements FAQs

Tax Issues FAQs

Continuous Service Agreements FAQs

  • What is a Continuous Service Agreement (CSA)?

    When a multifamily resident moves out and discontinues service, our CSAs allow for the automatic transfer of electric service into the property owner’s or management company’s name.

    Continuous Service Agreements:

    • Allow you to keep the power on between residents
    • Ensure quick make-ready units and a comfortable atmosphere for showing units
    • Provide convenient CSA reports, sent via e-mail daily and bi-monthly

    Note: In some cases, a CSA rollover will not occur automatically due to previous residents' non-payment status. Use Reliant SimpleSource to energize or call Homebuilder customer service at 1-800-716-6543 or Property Manager customer service at 1-800-894-6678.

  • How do I set up a Continuous Service Agreement?
    To learn more about our Continuous Service Agreements, e-mail us at csa@reliant.com.
  • How do I cancel a Continuous Service Agreement?
    To cancel a Continuous Service Agreement, email us at csa@reliant.com.
  • How do I get a hold removed from an account?
    Please contact customer service at 1-800-894-6678.
  • How can I get a copy of my current Continuous Service Agreement?
    Please email your request to csa@reliant.com.
  • What if power is off, and I've set up a Continuous Service Agreement?
    If you’ve set up a Continuous Service Agreement and power is off, use Reliant SimpleSourceSM to energize the unit or home, or contact Homebuilder customer service at 1-800-716-6543 or Property Manager customer service at 1-800-894-6678.
  • What happens to my Continuous Service Agreement with a change of ownership?
    A change of ownership may affect the Continuous Service Agreement. Please email us at changeofownership@reliant.com or call us at 713-488-4377.

Contact Information FAQs

  • How do I contact the Reliant Property Manager and Homebuilder group?

    By email:

    builder@reliant.com or multifamily@reliant.com

    By phone:

    Homebuilder Hotline
    1-800-716-6543

    Property Manager Customer Care
    1-800-894-6678

  • Who is my administrator?
    You can find out by calling the Home Builder Hotline at 1-800-716-6543 or Property Manager Customer Care at 1-800-894-6678.
  • Who is my account executive?
    Please email myrep@reliant.com to determine your designated account executive. Your account executive will provide marketing assistance and educate your staff on Reliant products and benefits.
  • What if confirmation emails need to be sent to additional addresses?
    Please email myrep@reliant.com if confirmation emails need to be sent to additional addresses.