NRG General Questions

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

  • 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.
  • 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.
  • Click on the Update Profile link under Profile Management (top of the page) and follow the instructions.
  • Click on the Update Profile link under Profile Management (top of the page) and follow the instructions.
  • You should contact your company administrator to change your role from view-only access.
  • 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.

  • 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

  • You can update your information in the Profile Management section under Update User. You will receive an email confirmation after you submit your changes.
  • 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

  • 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.
  • 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.
  • 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.

  • 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

  • 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.
  • Please contact the TDSP for your area.
  • 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.

  • 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.

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

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

  • 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.

  • When the stop service request is issued for a temporary meter, the request will automatically be sent to the TDSP to remove the meter.
  • 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.

  • 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

  • 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

  • The plan detail, including pricing, can be found in the Start Service tab.
  • For builders, there are temporary and permanent meter pricing which vary. Temporary meters are considered Commercial meters. Permanent meters are considered Residential meters.
  • Reliant creates a unique name for each offer. The name helps identify each offer’s attributes.
  • 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

  • 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.

  • To learn more about our Continuous Service Agreements, e-mail us at csa@reliant.com.
  • To cancel a Continuous Service Agreement, email us at csa@reliant.com.
  • Please contact customer service at 1-800-894-6678.
  • Please email your request to csa@reliant.com.
  • 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.
  • 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

  • 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

  • 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.
  • 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.
  • Please email myrep@reliant.com if confirmation emails need to be sent to additional addresses.