UI Launches New Customer Service ‘Office Hour’ Campaign to Help Customers Manage Summer Bills

Customers can meet in person with representatives in Hamden, Stratford, and East Haven throughout the summer to enroll in assistance programs, receive guidance on managing monthly bills


ORANGE, Conn. — June 18, 2024 — United Illuminating (UI), a subsidiary of Avangrid (NYSE: AGR), today announced the companies will host three in-person Office Hour events during the summer months to assist customers in managing their electric and gas bills. No appointment is necessary, and customers can meet directly with customer service representatives who will provide information on available assistance programs and help them with applying for financial hardship and qualifying programs.
 

The Office Hour events will be held at the following locations:

Miller Memorial Library (Program Room) 2901 Dixen Ave., Hamden, CT 06518 Tuesday, June 18, 3 p.m to 6 p.m.
Stratford Library (Board Room) 2203 Main St., Stratford, CT 06615 Thursday, July 18, 3 p.m. to 6 p.m.
East Haven Senior Center 91 Taylor Ave., East Haven, CT 06512 Thursday, August 22, 3 p.m. to 6 p.m.

 

"We have listened to our customers' concerns about managing their energy bills, and we're excited to announce the launch of our Office Hours campaign to assist our customers bringing down costs during the summer months," said Frank Reynolds, President & CEO of UI, SCG, and CNG. "We have seen success with these in-person events, and that's why we plan to continue hosting them in areas where we have many customers who may be in need of assistance. We look forward to engaging with our customers to address their billing questions and assist those who qualify for financial hardship and other qualifying programs get enrolled."

Throughout 2024, members of the UI, Southern Connecticut Gas (SCG), and Connecticut Natural Gas (CNG) Customer Service teams have been actively present at large community events throughout their service territories, most recently at the North Haven Concert Series, Hamden Fest, and Rides for Our Vets in Norwalk. To date, a total of 31 community pop-ups and customer enrollment events have been held, in which 840 customers have been served. These events have been instrumental in providing customers the opportunity to learn more about available bill assistance and relief options, such as through UI's Low-Income Discount Rate (LIDR) and the Home Energy Solutions-Income Eligible Program through EnergizeCT. 

"We appreciate UI's dedication and longstanding partnership in offering our residents the chance to meet one-on-one with customer service representatives," said Hamden Mayor Lauren Garrett. This direct access enables them to address any inquiries or issues regarding their bills, as well as the opportunity to learn more about the various assistance programs they may be eligible to apply for to help lower their monthly bills."

For the upcoming events, customers interested in enrolling in financial hardship and qualifying programs will need to bring their electric/gas bills, account number, and any documentation that applies to their situation. 
 

EnergizeCT programs available for Connecticut residents include: 

Residential Rebates and Programs  Details 
Home Energy Solutions We can show you how a smart energy home makes life better. Energy professionals will make improvements that lower your energy bills for immediate and long term-savings. 
Home Energy Solutions - Income Eligible  Learn about available no-cost and low-cost energy upgrades for income-qualified homeowners and renters. 
Home Construction  If you plan to build a new home, make energy efficiency a priority from the beginning. You’ll enjoy lower energy costs and greater comfort and have access to incentives for building to high performance standards. 

 

Hardship Assistance programs available for UI, SCG, and CNG customers include: 

Assistance Programs  Details 
Low-Income Discount Rate (LIDR) (UI only)  The low-income discount rate, available for UI customers, can help lower customers' electric bills if they qualify. Customers will receive a 10% (Tier 1) or 50% (Tier 2) discount on their monthly charges. For example, for a customer whose monthly charges totaled $100, s/he would receive a $10 or $50 discount on each monthly bill. 
Matching Payment Program (MPP)  Available to residential customers, this program is designed to help lower energy bills for those who can demonstrate financial hardship. UI/SCG/CNG will match every dollar paid by customers or on their behalf, up to a zero balance.
Bill Forgiveness Program (BFP) (UI only)  Available to residential customers who can demonstrate financial hardship and have a balance of at least $100 that is 60 days or more overdue. Qualifying customers will be placed on a budget plan for up to 36 months, and UI will match payments as they are made.  
Flexible Payment Arrangements  Available to all residential customers, regardless of financial status. Customers can pay past-due balances over a period of up to 18 months. 

 

Current arrangements may be renegotiated due to a change in financial circumstances per Conn. Agencies Regs. § 16-3-100(b)(3)(A). For additional information on assistance programs offered, please visit us at uinet.com/HelpWithBill (UI programs), cngcorp.com/HelpWithBill (CNG programs), and soconngas.com/HelpWithBill (SCG programs).

#  #  #

Media Contact:

Node: liferay-1:8080