CenterPoint Energy Customer Care: Expert Guide to Getting Help Fast

Who CenterPoint Serves and How Customer Care Is Organized

CenterPoint Energy provides electric transmission and distribution service in the greater Houston area and natural gas distribution service across multiple Midwestern and Southern service territories. As of 2023, CenterPoint reported serving approximately 7 million metered customers systemwide, including roughly 2.8 million electric customers in the Houston metro. Because the company’s business spans different states and regulatory jurisdictions, customer care options and policies can vary by location.

For electric service in Texas, CenterPoint is the transmission and distribution utility (TDU). That means it maintains poles, wires, meters, and outage restoration—but your Retail Electric Provider (REP) handles retail billing and energy rates. For natural gas, CenterPoint is typically your local distribution company (LDC), handling billing, metering, safety, and service orders directly. Keep your account number, service address, and meter number handy; these are the fastest keys to resolve most issues in a single conversation.

How to Contact CenterPoint Energy

Customer care is delivered through 24/7 emergency lines, standard call centers (generally during local business hours), and digital self-service. Always use the emergency line for safety issues (gas leaks, downed power lines, arcing equipment). For non-emergency billing, move-in/move-out, and account updates, the online portal or app can be faster outside peak call times.

Corporate correspondence and regulatory notices typically reference CenterPoint Energy’s headquarters at 1111 Louisiana St, Houston, TX 77002. Most residential service questions, however, should be directed to the state- or service-specific contact center rather than the corporate office. State-specific numbers and live chat options are published on the Contact page of the company’s website.

• Main website and service-specific contact links: https://www.centerpointenergy.com (navigate to Contact Us and select your state/service)
• Houston electric outages (report or check status): 713-207-2222 or 800-332-7143; outage map link is provided via the website’s Outage section
• Gas emergencies: leave the area and call 911 first, then call the CenterPoint gas emergency number listed on your bill or on the Contact page for your state
• Headquarters (corporate mail only): CenterPoint Energy, 1111 Louisiana St, Houston, TX 77002

Outage Reporting and Restoration Updates (Houston Electric)

If your home is in the CenterPoint Energy Houston Electric service territory, report outages by phone or via the online outage map. When calling, have your ESI ID (found on your REP bill), service address, and a callback number ready. If you see downed lines, stay at least 35 feet away and report the hazard immediately—treat all lines as energized.

Estimated times of restoration (ETRs) are posted as crews assess damage. ETRs can change as field conditions are updated. During large storm events, CenterPoint typically prioritizes restoration to critical facilities (hospitals, water treatment, public safety) and circuits serving the largest number of customers. For accurate, real-time information, rely on the official outage map and automated alerts; avoid third-party outage maps that may lag or generalize.

Natural Gas Safety and Emergencies

If you smell gas, hear hissing near a meter or pipeline, or suspect carbon monoxide, leave the area immediately. Do not use light switches, garage door openers, phones, or vehicles near the leak area. Once safely away, call 911 first, then call CenterPoint’s gas emergency line for your state (listed on your bill and on the website’s Contact page). Emergency crews are available 24/7 at no charge to investigate and make the situation safe.

Marking the leak location from a safe distance (e.g., noting cross streets or landmarks) can speed response. If you recently excavated or hired a contractor, be prepared to confirm your 811 ticket number and the time/location of work. For non-emergency gas issues—odor checks that have cleared, pilot relights, appliance concerns—schedule through customer care rather than using the emergency line.

Billing, Payments, and Assistance

Billing practices differ by service. In the Houston electric market, your Retail Electric Provider (REP) bills you for energy and TDU delivery charges; CenterPoint supplies meter data and delivery. For natural gas customers in many territories, CenterPoint bills you directly. Check the logo and remit-to on your monthly bill to confirm the billing party. If you are unsure, the account number format and the website’s account lookup tools can help you route the inquiry correctly.

Payment options commonly include online bank draft, debit/credit card (a convenience fee may apply via third-party processors), autopay, pay-by-phone, and authorized walk-in payment locations. Processing times vary: bank drafts typically post within 1–2 business days; card payments often post same day; in-person payments depend on the payment agent’s cutoff times. If you need more time to pay, request a payment extension or installment plan before the due date to avoid late fees or disconnection processes. Income-eligible customers may qualify for assistance programs administered locally (e.g., LIHEAP); CenterPoint’s customer care can provide referral contacts.

• Have these ready for faster billing help: account number, service address, phone/email on file, last payment date and amount, and any disconnection notice number if applicable.
• If disputing a bill, note the meter read dates, actual vs. estimated reads, usage history (kWh or therms), and any known changes in occupancy or equipment.
• For autopay issues, confirm the bank/card routing details and posting history; many problems trace to expired cards or name/address mismatches.
• Assistance seekers should document eligibility (e.g., award letters) and contact local agencies early in the billing cycle; funds can be limited late in the season.

Starting, Stopping, and Transferring Service

Move requests should be placed as early as possible—ideally 3–5 business days before your target date—to allow for meter access and any required field work. For electric service in Houston, contact your chosen Retail Electric Provider (REP) to start/stop service; the REP will send the service order to CenterPoint for meter work. For natural gas territories where CenterPoint bills you directly, submit the request through the CenterPoint website or call customer care.

Be ready to verify identity (e.g., last four digits of SSN or an alternative ID process), provide move-in/move-out dates, and confirm safe meter access (clear gates, pets secured). If a soft-off or hard-off is in place, reconnection may require a safety check or premise inspection. Landlords and property managers can request bulk or recurring move services through dedicated account services published on the website.

Digital Tools: My Account, Mobile App, and Alerts

CenterPoint’s online My Account provides access to billing, usage, service orders, and notifications. Houston electric customers can enroll in outage and restoration alerts tied to their meter. For gas customers in many territories, the portal supports bill view/download, payment scheduling, and budget billing enrollment. Usage analytics can help diagnose high bills by highlighting changes in daily or hourly consumption.

Mobile app functionality typically includes biometric login, bill pay, outage reporting (where applicable), and push notifications for service updates. During storm season, enable push alerts and verify your contact preferences (text, email, voice). If you change carriers or phone numbers, update your profile to avoid missed restoration notices. Customers with smart meters in Texas can also review interval usage via state-supported portals referenced on CenterPoint’s website.

Accessibility, Language Support, and Special Needs

Most customer care lines support relay calls (711) for customers with hearing or speech disabilities. Language support is often available in Spanish and other languages via interpreter services; ask the agent at the start of the call. If you rely on electrically powered medical equipment, request information on Critical Care or Medically Vulnerable customer designations where offered; documentation from a licensed physician is typically required.

Note that medical designations do not guarantee uninterrupted service or priority restoration during major events, but they can improve communication and disconnection protections consistent with local regulations. Ensure that your emergency contact information, backup power plans, and evacuation arrangements are current before severe weather seasons.

Escalations, Complaints, and Regulatory Contacts

If an issue isn’t resolved on the first attempt, ask for a reference number and the case owner’s name. Provide supporting documents (photos of meter reads, payments, or equipment) through the online portal when possible. For billing disputes, keep copies of bills and payments for at least 12 months; many adjustments rely on documented usage and read cycles.

Unresolved complaints can be escalated through CenterPoint’s internal escalation process, then to your state utility commission if needed. In Texas electric, the Public Utility Commission of Texas (PUCT) oversees TDUs; for natural gas, oversight is by the applicable state commission (varies by state). Commission websites list online complaint forms and consumer rights. When escalating, include dates, names, ticket numbers, and the specific remedy you seek (credit amount, field inspection, meter test, or payment arrangement).

How do I check the status of my power outage in CenterPoint?

The fastest way to check power outages is by visiting CenterPoint’s official outage tracker at: https://tracker.centerpointenergy.com/map/.

What is the customer service number to CenterPoint Energy?

800-227-1376
Once the changes are made, call CenterPoint Energy customer service at 800-227-1376 and select the “Get my new account number” self-service option. You will need your previous account number. You do not need to speak with a live customer service agent.

Is CenterPoint Energy a good company?

About Centerpoint Energy
Centerpoint Energy has an average rating of 1.3 from 615 reviews. The rating indicates that most customers are generally dissatisfied. The official website is centerpointenergy.com. Centerpoint Energy is popular for Utilities, Home Services.

Will CenterPoint reimburse for spoiled food?

For example, under CenterPoint Energy’s electric tariff, we are unable to reimburse customers for food or other losses resulting from power outages. In addition, CenterPoint Energy’s tariffs may also limit liability in the following circumstances: Equipment failures.