UI, SCG, and CNG Serve Over 1,000 Customers Through In-Person Outreach in 2023

Customer Service Representatives met with customers in their communities to help enroll in assistance programs, provide guidance on managing monthly bills



ORANGE, Conn. — December 27, 2023 — United Illuminating (UI), Southern Connecticut Gas (SCG), and Connecticut Natural Gas (CNG), subsidiaries of Avangrid (NYSE: AGR), today announced the companies served over 1,000 customers at in-person events throughout 2023. Customer Service Representatives and energy efficiency experts with EnergizeCT™ met face-to-face with customers across the companies’ service territories to provide information on assistance and energy efficiency programs and enroll customers in financial hardship and qualifying assistance programs.

“I’m extremely proud of our Customer Service Representatives and their commitment to our customers as they reached them in their communities to serve their needs in person,” said Frank Reynolds, President & CEO of UI, SCG, and CNG. “I’m also grateful to our community partners that allow us to utilize their facilities and attend their events to reach our customers and provide them with assistance through these personal connections. I look forward to the year ahead, reaching more customers and building stronger community partnerships with organizations and businesses to help us shine a light on our many programs as we show we are here to help.”

Throughout 2023, the UI, SCG, and CNG Customer Service teams hosted nine enrollment events in which more than 400 customers enrolled in-person in hardship assistance programs. Most recently, UI and SCG hosted two separate enrollment events at Ansonia Senior Center and East Haven Senior Center, in addition to previous events in Bridgeport, New Haven, Ansonia, Bloomfield, and Hartford. Events in these territories provided customers across the companies’ service territory the opportunity to learn more about available assistance and relief options, such as through UI’s new Low-Income Discount Rate (LIDR) and the Home Energy Solutions-Income Eligible program through EnergizeCT.

The company’s Customer Service Representatives have also had a presence at large community events such as the Milford Oyster Festival and the New Haven Tree Lighting, organized by the UI/SCG/CNG Government & Community Relations team with support from EnergizeCT Home Energy Solutions partners. In 2023, 623 customers were served at community tabling events, receiving educational materials on energy efficiency and hardship assistance programs. With these community events, the companies reached customers face-to-face to discuss any questions or concerns they may have.

“We want our customers to know we are always here for them and available to answer any questions, whether in-person, over the phones, or on our companies’ websites,” said Tracey Pellela, Vice President of Customer Service at UI, SCG, and CNG. “Our Customer Service Representatives are equipped with the tools and resources necessary to provide customers with solutions to ensure they save money on their monthly utility bills. As we head into the new year, our team will continue to invest in these in-person outreach efforts to help customers make informed decisions for their households, beginning with early-2024 enrollment events in Hartford and Stratford.”

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.
Winter Protection Program Available to all residential customers who qualify. Eligible customers will not have their electricity turned off between November 1 and May 1.
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).

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