City of East Point Customer Care: Getting Answers, Starting Service, and Solving Problems

The City of East Point, Georgia provides centralized customer care for municipal utilities and resident services, including electric (East Point Power), water and sewer, sanitation, and general city service requests. With a 2020 Census population of roughly 38,000 residents spread across diverse neighborhoods, the city’s Customer Care team is set up to handle high volumes efficiently while still giving personalized help on bills, service starts/stops, and emergencies.

This guide explains how to contact East Point Customer Care, what to expect for common requests, how billing and payment arrangements work, and where to report outages or urgent issues. It also includes high-value tips on documentation, timelines, and accessibility so you can resolve most matters in one attempt.

What Customer Care Covers

Customer Care is your first stop for utility account questions (electric, water, sewer), sanitation service (cart delivery, missed pickups, bulk waste scheduling), and general service requests (streetlight issues, code concerns routed to the appropriate department). For new residents, Customer Care coordinates service turn-ons and account set-up across utilities so you don’t have to contact multiple offices.

The team also handles billing support for municipal utilities, including payment plans, due date questions, leak adjustments on water/sewer, and high-bill investigations for electric. If your issue involves safety (such as a downed power line or a major water main break), Customer Care will route it to on-call crews 24/7. For all non-utility city divisions—planning and permitting, code enforcement, and parks—Customer Care can direct you to specialized staff or intake your request for follow-up.

How to Contact Customer Care

Start at the official website to ensure you have the most current phone numbers, office hours, and holiday schedules: https://www.eastpointcity.org. Look for “Customer Care,” “Utilities,” or “East Point Power” from the homepage. Most routine tasks—opening/closing an account, paying a bill, reporting a non-emergency issue—can be done online through the city’s customer portal. If you prefer in-person service, the website lists the Customer Care lobby location, parking details, and any kiosk or after-hours drop box options.

For emergencies and statewide services, use the fastest, verified numbers: call 911 for life-threatening hazards; call 811 or visit https://www.georgia811.com before you dig; dial 988 for mental health crises; and dial 211 or visit https://www.211.org to locate utility assistance and social services in the Atlanta region. If the city publishes a dedicated outage line for electric or a 24/7 water/sewer emergency number, you’ll find it on the official site; save it in your phone so you can report issues quickly during storms.

Starting, Stopping, and Transferring Utility Service

To start service, prepare a government-issued ID, proof of residence (lease, deed, or closing statement), and your move-in date. Many municipalities also request a Social Security number or alternative identifier for credit verification and to prevent identity theft; if you prefer not to provide an SSN, ask Customer Care what alternatives they accept (passport, ITIN, or a larger deposit). Submitting complete documents in one upload typically speeds activation by 1–2 business days.

Electric service turn-ons are often same-day or next-business-day if requested before the daily cutoff and if meters are safe and accessible. Water/sewer activations may require a scheduled turn-on at the curb; ensure gates are unlocked and pets secured. When closing an account, provide a forwarding address for the final bill and allow a standard meter-read window (commonly 1–3 business days). If you’re transferring service within East Point, ask whether your deposit can transfer to the new address and whether pro-rated billing will appear on a single combined statement.

Billing, Rates, and Payment Options

Expect multiple payment methods: online portal (e-check or card), automated phone system, in-person cashiering, kiosks (if offered), drop box, and mail. If you use a bank bill-pay service, include your full account number and allow 5–7 days for delivery and posting. To avoid missed due dates, consider auto-pay with email or text reminders. Many residents find budget billing (levelized payments based on historical usage) helpful in smoothing out seasonal spikes for electric and water.

If a bill seems unusually high, contact Customer Care before the due date. For electric, a rep can walk you through daily usage patterns, check for overlapping service dates after a move, and suggest a meter test if warranted. For water/sewer, document leaks with repair invoices and dates; many cities offer a one-time or periodic leak adjustment when repairs are proven. If you need more time to pay, request a payment arrangement early—extensions are easier to grant before a past-due balance triggers late fees or disconnection workflows.

Outages, Emergencies, and Service Requests

For electric outages, check your home’s breakers first. If the problem is on the utility side, report it via the city’s outage page or phone line; include your address and whether you observed arcing wires, tree limbs on lines, or a pole hit by a vehicle. Never approach a downed line—stay at least 35 feet away and keep others clear. During widespread storms, ETAs may change; bookmark the city’s outage map (if available) for status updates and restoration priorities such as hospitals and critical facilities.

For water/sewer emergencies (e.g., a main break in the street or sewage backing up from a manhole), use the emergency number on the city website—these lines are typically staffed 24/7. If the issue is on your property, close the main shutoff valve to stop water flow and prevent damage. After repairs, ask Customer Care about leak adjustments and meter re-reads. For sanitation, place carts curbside with lids closed and handles facing the house; if your pickup is missed, report by the cutoff time listed online to be scheduled for a makeup route, and use approved methods for bulk items and household hazardous waste.

In-Person Services and Accessibility

If you plan to visit the Customer Care lobby, check the website for the current address, hours (including any late-opening days for staff training), and acceptable payment methods. Arrive with your account number, a photo ID, and any supporting documents (leases, repair invoices, or photos) so staff can resolve your case in one visit. If kiosks are available, they usually accept cards and cash and can post payments immediately to prevent disconnections.

Residents who need language access or ADA accommodations can request interpreters, large-print documents, or alternative communication formats. Georgia Relay (dial 7-1-1) provides TTY and captioned telephone services for people who are deaf, hard of hearing, or have a speech disability. Title VI and ADA notices, including how to file a complaint or request an accommodation, are posted on the city’s website; flag any needs when you arrive so staff can expedite support.

Protecting Your Account and Personal Data

City staff will verify your identity before discussing account details. Bring a photo ID in person and be prepared to confirm your account information by phone. For online access, use a strong, unique password and enable multifactor authentication if offered. The city will not request gift cards, cryptocurrency, or wire transfers for payment; if you receive a payment demand with threats of immediate arrest or a request for nonstandard payment methods, treat it as a scam and contact Customer Care directly using the verified numbers on the official website.

To prevent billing surprises, keep your mailing address and email current, enroll in outage or bill alerts if available, and notify Customer Care before extended travel. If you’re a landlord or property manager, ask about multi-account portals, authorized agent designations, and consolidated billing options that can reduce administrative time and missed notices.

High-Value Tips and Quick Links

The fastest route to accurate information is the city’s official site and customer portal. Bookmark the pages you’ll use most—outage reporting, bill pay, sanitation schedules—and save Customer Care’s main number in your phone. For digging projects (even small ones like fence posts), schedule 811 at least two business days in advance to avoid hitting buried utilities and incurring repair costs.

• Official City of East Point website (current contacts, forms, hours): https://www.eastpointcity.org
• Georgia 811 (locate before you dig): dial 811 or visit https://www.georgia811.com
• United Way 2-1-1 (utility assistance and social services): dial 211 or visit https://www.211.org
• Emergency services: dial 911 for life-threatening hazards, downed live wires, or major accidents
• Mental health crisis line: dial 988 (nationwide)
• Georgia Relay for TTY/Captioned Telephone: dial 7-1-1 or visit https://www.georgiarelay.org

If you find a discrepancy between a search engine listing and the city’s website, trust the city’s website. Office locations, hours, and phone trees can change, especially after system upgrades or severe weather events. Checking the official site before you call or drive can save time and ensure you reach the right team on the first try.