With Next In-Person Office Hours Event, UI Builds on Customer Outreach Success, Having Served More than 1,000 Customers in 2024

To date, Customer Service Representatives have participated in over 40 in-person events in 2024, on track to double engagement over previous year


Next in-person event to help customers manage monthly bills to be held on Thursday, July 18 at Stratford Library


STRATFORD, Conn. — July 16, 2024 — Having served more than 1,000 customers at in-person events throughout 2024, United Illuminating (UI), a subsidiary of Avangrid (NYSE: AGR), today announced the company will hold another in-person customer assistance event, known as an Office Hours event, this week in Stratford. The event will be held at the Stratford Library (2203 Main St, Stratford, CT 06615) Board Room on Thursday, July 18, from 3-6 pm. Customer Service Representatives and energy efficiency experts with EnergizeCT™ will be available to meet face-to-face with customers to provide information on billing assistance programs, enrolling in financial hardship, and using energy efficiency programs. This event follows the success of over 40 events across the company’s service territory, putting the company on track to double its in-person customer engagement over 2023.

“As energy usage increases during the summer months, we recognize the importance of equipping our customers with the knowledge, tools, and resources to manage their utility bills effectively,” said Frank Reynolds, President & CEO of UI. “Our commitment is to ensure our customers don’t face a trade-off between grocery bills and utility payments. To achieve this, we’ve intensified our outreach efforts, engaging with customers in their communities through face-to-face interactions. We’re actively informing them about the various programs available to reduce their monthly utility bills. We look forward to engaging with customers throughout the remainder of the year to address billing inquiries and assist eligible customers in enrolling in our financial hardship and other qualifying programs.”

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 Woodbridge Summer Concert, North Haven Summer Concert, and Trumbull Days. To date, more than 40 community pop-ups and customer enrollment events have been held, and more than 1,000 customers have been served. These events have been instrumental in providing customers the opportunity to learn more about available bill assistance and relief options through UI’s Low-Income Discount Rate (LIDR), Matching Payment Program, Bill Forgiveness Program, and Home Energy Solutions-Income Eligible (HES-IE) through EnergizeCT.

For the upcoming Office Hour event, and other in-person customer assistance events throughout 2024, UI encourages customers interested in enrolling in financial hardship and qualifying programs to bring their electric/gas bills, account numbers, and any documentation that applies to their financial situation. This will ensure a smooth and efficient enrollment process.

If you’re unable to make the Stratford event, the next upcoming Office Hours event will be held at the East Haven Senior Center (91 Taylor Ave., East Haven, CT 06512) on Thursday, August 22, from 3-6 pm.

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 uinet.com/HelpWithBill (UI programs), cngcorp.com/HelpWithBill (CNG programs), and soconngas.com/HelpWithBill (SCG programs).

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